Privacy Policy
Man with Van Cowley Privacy Policy
This Privacy Policy explains how Man with Van Cowley collects, uses, stores and protects personal data in connection with our removal, transport and related services. It applies to all Man with Van Cowley customers and prospective customers in our service area, including anyone who contacts us to request a quote, make a booking or otherwise interact with our services.
We are committed to handling your personal data lawfully, fairly and transparently, in accordance with the UK General Data Protection Regulation and applicable data protection laws.
Data Controller
For the purposes of data protection law, Man with Van Cowley is the data controller. This means we determine the purposes and means of processing your personal data when you use our services or interact with us.
Personal Data We Collect
We may collect and process the following categories of personal data when you use our services or communicate with us:
Identification and contact details: name, title, postal address, collection and delivery addresses, and other contact details you choose to provide.
Booking and service information: details of the services you request, inventory or description of items to be moved, access details for collection and delivery locations, preferred dates and times, and any special instructions you provide.
Communication records: information contained in enquiries, quotation requests, booking confirmations, complaints or feedback, including notes of phone conversations and messages you send to us.
Payment-related information: information about payments made to us and any refunds issued, such as date, time, amount and payment method. We do not store full card numbers or security codes; where card payments are used, these are processed securely by a third-party payment processor.
Technical and usage data: limited technical data generated when you visit our website or interact with our online services, such as device type, approximate location, and pages visited. This may be collected through cookies or similar technologies, subject to your browser settings and applicable law.
How We Use Your Personal Data
We use your personal data only for specified, explicit and legitimate purposes, including:
To provide quotations: assessing your enquiry, calculating prices, preparing and sending quotations for our services, and following up on quotation requests.
To provide and manage services: arranging and delivering removal and transport services, managing bookings, planning routes, coordinating collection and delivery, and handling customer support before, during and after the move.
To process payments: managing invoicing, taking payments, issuing receipts, handling refunds where applicable and maintaining financial records.
To communicate with you: responding to your enquiries, confirming bookings, providing service updates, asking for feedback, and dealing with complaints or disputes.
To operate and improve our business: monitoring service performance, training staff, keeping appropriate records, and improving our processes, pricing and customer experience.
To meet legal obligations: keeping accounting and tax records, responding to lawful requests from public authorities and complying with applicable regulations.
We do not sell your personal data to third parties.
Lawful Basis for Processing
We rely on one or more of the following lawful bases to process your personal data:
Contract: processing is necessary to take steps at your request before entering into a contract, and to perform the contract for removal or transport services that we have agreed with you.
Legal obligation: processing is necessary to comply with legal obligations we are subject to, for example maintaining accounting and tax records.
Legitimate interests: processing is necessary for our legitimate interests in operating and improving our business, providing high quality services, managing risk, and protecting our rights, provided that these interests do not override your fundamental rights and freedoms.
Consent: where required by law, we may rely on your consent for specific purposes, such as certain types of marketing communications. Where processing is based on consent, you can withdraw your consent at any time.
Data Retention
We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting or reporting requirements.
Customer and booking records are generally retained for the duration of our relationship with you and for a reasonable period afterwards, to answer questions, handle potential disputes and demonstrate that we have fulfilled our obligations. Financial and transaction records are typically retained for a period required by tax and accounting laws.
Where personal data is no longer required, we will securely delete, anonymise or otherwise dispose of it in a safe manner.
Data Processors and Third Parties
We may share your personal data with carefully selected third parties who act as data processors on our behalf. These parties are only permitted to process your data according to our documented instructions and must provide appropriate security measures. Such processors may include:
Payment service providers: to securely process card and electronic payments and help prevent fraud.
IT and hosting providers: to host our website, email and digital systems and help us store and manage our data securely.
Business support services: such as accountancy or administrative services that assist us in managing our operations and statutory obligations.
We may also share personal data with other third parties where required by law, in connection with legal claims, or to protect our rights, our customers or others.
Where we engage processors located outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data, such as recognised data transfer mechanisms and contractual protections, in line with data protection law.
Data Security
We take the security of your personal data seriously. We implement appropriate technical and organisational measures designed to protect your information against unauthorised access, unlawful processing, accidental loss, destruction or damage. These measures may include access controls, secure storage, encryption where appropriate and staff training on data protection responsibilities.
While we strive to protect your personal data, no system can be completely secure. We therefore cannot guarantee absolute security, but we take all reasonable steps to minimise risks and respond promptly to any suspected data security incident.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, these may include:
Right of access: the right to request confirmation that we process your personal data and to receive a copy of the information we hold about you.
Right to rectification: the right to request that inaccurate or incomplete personal data about you is corrected or updated.
Right to erasure: the right to request that we delete your personal data in certain circumstances, for example where the data is no longer needed for the purposes for which it was collected.
Right to restriction of processing: the right to request that we restrict the processing of your personal data in certain situations, such as while we are verifying its accuracy or considering an objection.
Right to object: the right to object to processing based on our legitimate interests, on grounds relating to your particular situation. We will stop processing your data unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or the processing is required for legal claims.
Right to data portability: the right to receive personal data you have provided to us in a structured, commonly used and machine-readable format, and to request that we transmit it to another controller where technically feasible and where the processing is based on consent or contract and carried out by automated means.
Where we rely on consent as a lawful basis, you also have the right to withdraw your consent at any time. This will not affect the lawfulness of processing carried out before withdrawal.
Exercising Your Rights
If you wish to exercise any of your data protection rights or have questions about how we handle your personal data, you can contact us using the contact details available on our usual communication channels. We may need to verify your identity before responding to your request, particularly where sensitive information is involved.
We aim to respond to all valid requests within one month. If your request is complex or you have made multiple requests, this period may be extended in accordance with data protection law, and we will inform you of any such extension.
Complaints
If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the United Kingdom or in the country where you live or work, or where you believe your rights have been infringed.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection best practice. Any updates will be effective from the date they are published. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.
