Privacy Policy - Highbury Man And Van

This Privacy Policy explains how Highbury Man And Van collects, uses, stores, shares, and protects personal data. It applies to all Highbury Man And Van customers in the area, including individuals who request quotes, book services, communicate with us, or use our moving and transport services. We are committed to handling personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Highbury Man And Van provides local and nearby man and van services, including removals, item transport, loading and unloading support, and related moving assistance. In delivering these services, we may collect and process personal data about customers, prospective customers, and other people connected with a booking, such as authorised representatives, payment contacts, or delivery recipients.

2. Personal Data We Collect

We only collect personal data that is necessary for the services we provide. The information we may collect includes:

Identity details: name, title, and any relevant booking reference.
Contact details: telephone number, email address, and address information connected to the move.
Service details: pickup and delivery addresses, date and time of service, items to be moved, access instructions, parking information, and other booking notes.
Payment and billing information: payment method details, invoice records, and transaction confirmations.
Communication records: emails, messages, call notes, complaints, and service feedback.
Operational information: records relating to quotes, completed jobs, damage claims, special handling requests, and service outcomes.

We do not seek to collect special category data unless it is strictly necessary and you choose to provide it, for example if you share information that may reveal health-related access needs so we can safely complete a service. Where such data is provided, we will process it only when permitted by law and with appropriate safeguards.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and manage bookings.
To deliver moving and transport services.
To communicate with customers about their booking, schedule, access requirements, or service changes.
To process payments, send invoices, and maintain accounting records.
To respond to queries, complaints, or claims.
To improve our services, planning, and customer experience.
To meet legal, tax, insurance, and regulatory obligations.
To protect our business, staff, and customers against fraud, misuse, or unlawful activity.

We only process your data where we have a valid legal reason to do so, and we keep our use of personal information limited to what is necessary and proportionate.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. Depending on the circumstances, Highbury Man And Van relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out the moving service, taking payment, and handling customer support related to the service.

Legal Obligation

We process certain information to comply with legal and regulatory duties, including accounting, tax, record-keeping, and any other obligations that apply to our business.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service improvement, internal administration, fraud prevention, customer relationship management, and safeguarding our operations.

Consent

In limited cases, we may rely on your consent, especially for optional communications or where special category data is involved and consent is the appropriate basis. Where we rely on consent, you can withdraw it at any time.

5. Data Sharing and Processors

We may share personal data with trusted service providers acting as data processors or independent controllers, but only where necessary and subject to appropriate safeguards. These may include:

Payment processors that handle card or electronic payments securely.
Accounting and bookkeeping providers that support financial record management.
IT and cloud service providers that store, host, or secure our systems and communications.
Communication tools used for sending booking confirmations, reminders, or service updates.
Insurance providers, legal advisers, and dispute resolution services where required for claims, complaints, or legal matters.

We require our processors to protect personal data, act only on our instructions where applicable, and maintain appropriate technical and organisational security measures. We do not sell personal data.

6. International Transfers

Where any processor or service provider stores or accesses data outside the UK, we will ensure that appropriate safeguards are in place, such as approved contractual protections or other lawful transfer mechanisms recognised by UK data protection law.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and for as long as required by law. Retention periods may vary depending on the type of record:

Quote and booking records: kept for a reasonable period to support customer service, administration, and business records.
Invoice and payment records: retained for accounting, tax, and audit purposes in line with legal requirements.
Complaint and claim records: kept for the duration needed to investigate, resolve, and defend potential disputes.
Communication records: retained for operational purposes and then securely deleted when no longer needed.

When data is no longer required, it is securely deleted, destroyed, or anonymised so that it can no longer be used to identify an individual.

8. Data Security

We use appropriate security measures designed to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, password protection, secure storage, and restricted handling of customer information. While no system can be guaranteed to be completely secure, we take reasonable steps to reduce risk and maintain confidentiality.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These include:

The right of access to request a copy of the personal data we hold about you.
The right to rectification to correct inaccurate or incomplete information.
The right to erasure in certain circumstances, such as where data is no longer needed.
The right to restrict processing in certain situations, for example while accuracy is being checked.
The right to data portability where applicable, allowing you to receive certain data in a usable format.
The right to object to processing based on legitimate interests or direct marketing.
The right to withdraw consent where we rely on consent for processing.

If you wish to exercise any of these rights, we will respond in accordance with applicable law and may need to verify your identity before acting on your request.

10. Children’s Data

Our services are intended for adults or for bookings made by adults on behalf of others. We do not knowingly collect personal data from children except where it is incidental to a service booking and where a responsible adult provides the information. If we become aware that we have collected data unlawfully, we will take appropriate steps to delete it.

11. Automated Decision-Making

We do not use fully automated decision-making or profiling in a way that produces legal or similarly significant effects about you. If this changes in the future, we will update this policy and provide the information required by law.

12. Complaints and Further Rights

If you are concerned about how your personal data has been handled, you may raise a complaint with us so that we can review the matter. You also have the right to contact the Information Commissioner’s Office (ICO) or the relevant data protection authority in your jurisdiction if you believe your rights have been infringed. We encourage you to contact us first so we can try to resolve the issue promptly and fairly.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will take effect when published. We recommend reviewing this policy periodically to stay informed about how we protect your personal data.

Effective commitment: Highbury Man And Van is dedicated to processing customer information fairly, lawfully, transparently, and securely. We only use data in ways that are necessary for delivering reliable moving services and meeting our legal responsibilities.