Privacy Policy - Man And Van Millhill

This Privacy Policy explains how Man And Van Millhill collects, uses, stores, shares, and protects personal data in relation to its services. It applies to all Man And Van Millhill customers in the area, including individuals who request quotations, make bookings, receive moving or transport services, or otherwise interact with our business. We are committed to handling personal data lawfully, fairly, transparently, and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Millhill provides man and van, removal, delivery, and related transport services. In the context of data protection law, we act as the data controller for the personal data we collect and process for our own business purposes. This means we decide why and how your personal data is used.

2. Personal Data We Collect

We only collect personal data that is necessary for operating our services, managing customer relationships, meeting legal obligations, and improving service delivery. The types of information we may collect include:

Identity data: name, title, and any other details you provide when booking or enquiring.
Contact data: address, email address, telephone number, and communication preferences.
Service data: moving dates, collection and delivery addresses, inventory details, access information, and service instructions.
Payment data: payment status, billing records, and limited transaction details. We do not intentionally store unnecessary card information.
Correspondence data: messages, notes, complaints, feedback, and other communications you send to us.
Technical data: basic information about your device or browsing activity if you contact us through online channels, such as IP address or browser type, where relevant to security or service administration.
Verification and legal data: information needed to confirm identity, handle claims, or comply with legal requirements.

We do not seek to collect special category data unless it is strictly necessary and you have provided it voluntarily, or unless required by law. Please avoid sharing sensitive information unless it is essential to your request.

3. How We Collect Data

Personal data may be collected directly from you when you:

request a quote or make a booking;
communicate with us by phone, message, or email;
provide service instructions, access details, or delivery preferences;
submit feedback, a complaint, or a claim;
enter into a contract for services with us.

We may also receive data indirectly from third parties where necessary to provide our services, such as payment providers, referring customers, or business partners acting on your behalf. Where we receive data from another source, we will only use it in line with this Policy and applicable law.

4. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under UK GDPR. The main bases we rely on are:

Contract

We use your data where it is necessary to enter into or perform a contract with you, including providing quotes, managing bookings, carrying out removals, and handling customer support.

Legal obligation

We may process data to meet legal and regulatory requirements, including tax, accounting, insurance, dispute resolution, and record-keeping obligations.

Legitimate interests

We may process data for our legitimate business interests where those interests are not overridden by your rights and freedoms. This may include service improvement, business administration, fraud prevention, record management, and responding to enquiries or complaints. We always consider the impact on your privacy before relying on this basis.

Consent

In limited cases, we may rely on your consent, for example for certain marketing communications or optional processing. Where consent is used, you may withdraw it at any time.

5. How We Use Your Data

We use personal data to:

provide quotations and estimate service requirements;
arrange, deliver, and manage our services;
communicate about bookings, changes, delays, or service updates;
process payments and maintain accounting records;
respond to queries, complaints, and claims;
protect against fraud, misuse, or unlawful activity;
comply with legal duties and enforce our contractual rights;
improve the quality, safety, and efficiency of our services.

We do not sell personal data. We also do not use your data for automated decision-making that produces legal or similarly significant effects without appropriate safeguards.

6. Data Sharing and Processors

We may share personal data with trusted third parties where necessary for the purposes described in this Policy. These third parties act either as independent controllers or as processors acting on our instructions. Processors may include:

Payment service providers for processing transactions.
Accountants or bookkeepers for financial administration and compliance.
IT and storage providers for secure data hosting, email, and system support.
Insurance providers and claims handlers where a claim or incident must be managed.
Professional advisers such as legal or tax advisers.
Subcontracted service providers assisting with transport or related operational tasks when needed.

All processors are required to handle personal data securely, use it only for authorised purposes, and comply with data protection obligations. We do not permit them to use your data for their own unrelated purposes.

7. International Transfers

If any of our processors store or access data outside the UK, we will take steps to ensure appropriate safeguards are in place. These may include adequacy decisions, approved contractual clauses, or equivalent protection measures required by law.

8. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods may vary depending on the type of information and the context in which it was collected.

Typical retention approach

Quote and enquiry records: retained for a limited period after the enquiry ends, unless a longer period is needed for follow-up or dispute handling.
Customer booking and service records: retained for the duration of the service relationship and for a reasonable period afterward.
Financial and tax records: retained for the period required by applicable law.
Complaints, claims, or legal correspondence: retained as long as needed to resolve the matter and meet legal obligations.

When data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. Retention is always limited to what is necessary and proportionate.

9. Data Security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our processes. While no system can be guaranteed completely secure, we take data protection seriously and work to reduce risk wherever possible.

10. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply in full or in part depending on the circumstances and any legal exemptions. You have the right to:

Access the personal data we hold about you.
Rectify inaccurate or incomplete information.
Erase your data in certain circumstances.
Restrict how we process your data in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for data you provided to us, where applicable.
Withdraw consent where processing is based on consent.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you are concerned about how your personal data has been handled. We encourage you to raise any concerns with us first so we can try to resolve them promptly.

11. Marketing Communications

Where we send marketing communications, we will do so only in accordance with applicable law and your preferences. You may opt out at any time if you no longer wish to receive such communications. We will respect your choice and act on it without undue delay.

12. Children

Our services are intended for adults and businesses. We do not knowingly collect personal data from children as part of normal service operations. If we become aware that data has been collected from a child without appropriate authority, we will take steps to delete or protect it as required by law.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this Policy periodically so that you remain informed about how your data is handled.

14. Scope of This Policy

This Privacy Policy applies to all Man And Van Millhill customers in the area and to anyone who contacts us regarding our services. By using our services or providing personal data to us, you acknowledge that you have read and understood this Policy. We are committed to maintaining a lawful, transparent, and respectful approach to data protection in every customer interaction.

Summary of our commitment: we collect only necessary data, use it for clear and lawful purposes, keep it securely for no longer than needed, and respect your rights under data protection law.