Privacy Policy - Hammersmith Man And Van

This Privacy Policy explains how Hammersmith Man And Van collects, uses, stores, shares, and protects personal data in connection with our moving, delivery, and related services. It applies to all Hammersmith Man And Van customers in our service area, including individuals, households, tenants, landlords, businesses, and anyone who enquires about or receives our services. We are committed to handling personal data in a fair, lawful, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, making an enquiry, requesting a quote, or otherwise interacting with us, you acknowledge that your personal data may be processed in the ways described in this policy.

1. Who We Are

Hammersmith Man And Van provides man and van removals, furniture transport, collection and delivery services, and related support activities. In delivering these services, we may need to collect and process personal data relating to customers, booking contacts, recipients, building managers, and other individuals connected to a job.

We act as a data controller for the personal data we determine the purposes and means of processing. This means we decide why and how certain personal information is used for business, operational, legal, and service-related purposes.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, managing customer relationships, complying with legal obligations, and improving our operations. Depending on the nature of your interaction with us, we may collect the following categories of information:

2.1 Identity and contact details

Name
Address and collection/delivery addresses
Telephone number
Email address
Business name or trading name, where applicable

2.2 Booking and service information

Details of requested services
Move dates and time preferences
Access information relevant to the job
Inventory details or descriptions of items to be moved
Special handling instructions
Parking or loading requirements

2.3 Payment and transaction data

Billing details
Invoice records
Payment status
Payment method information, where needed to process a transaction through a payment provider

2.4 Communication data

Enquiry records
Correspondence by phone, email, text, or messaging services
Complaint or feedback information
Notes relating to customer instructions or service issues

2.5 Technical and usage data

Basic website or device information if you interact with our online systems
Cookies or similar technologies used for site functionality and analytics, where applicable

We do not intentionally collect special category data unless it is necessary and you choose to provide it. For example, certain service instructions may indirectly reveal health-related or accessibility information. Where such information is provided, we will only process it when there is a lawful basis to do so and appropriate safeguards are in place.

3. How We Use Your Personal Data

We use personal data for the following purposes:

To provide quotes and respond to enquiries
To manage bookings and carry out services
To plan routes, staffing, and logistics
To communicate with you about your service
To prepare invoices and process payments
To keep records of completed jobs
To deal with complaints, claims, and disputes
To comply with legal, tax, and accounting requirements
To improve our services, operations, and customer experience
To prevent fraud, misuse, or unauthorised access

We will not use your personal data for purposes that are incompatible with the original reason it was collected unless we have a lawful basis to do so.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of processing. Depending on the circumstances, we rely on one or more of the following lawful bases:

4.1 Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, providing quotes you request, carrying out removals or deliveries, handling payments, and managing service-related communication.

4.2 Legal obligation

We may process personal data where required to comply with legal obligations, including tax rules, accounting regulations, record-keeping duties, and responding to lawful requests from public authorities.

4.3 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 administration, internal record-keeping, quality control, fraud prevention, and business improvement.

4.4 Consent

In limited situations, we may rely on your consent, for example where you agree to receive certain types of marketing communication or where we process optional information that is not required for the service. Where consent is used, you may withdraw it at any time.

Where special category data is processed, we will only do so if an additional condition under data protection law applies, such as explicit consent or another lawful condition permitted by law.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties who help us operate our business and deliver services. These parties act as processors or, in some cases, independent controllers. We ensure that appropriate contracts and safeguards are in place before sharing data.

Examples of processors and service providers may include:

Payment processing providers
Accounting and bookkeeping software providers
Email, messaging, and communication platforms
IT support and cloud storage providers
Scheduling, invoicing, and customer management systems
Professional advisers such as accountants or lawyers
Subcontractors or additional crew members assisting with a job

We may also share data with insurers, claims handlers, or regulatory bodies where necessary to manage disputes, insurance matters, or legal requirements.

We do not sell personal data. Where data is transferred outside the UK, we will ensure that appropriate safeguards are applied in line with data protection law.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, and reporting obligations. Retention periods vary depending on the type of data and the reason for processing.

In general:

Booking and invoice records may be retained for several years to meet tax and accounting obligations
Correspondence and service records may be kept long enough to manage complaints, disputes, or follow-up requests
Unsuccessful enquiry records may be retained for a shorter period unless further retention is needed for business or legal reasons

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

7. Data Security

We take reasonable and appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, limited staff access, and staff awareness of confidentiality responsibilities.

Although no system can be guaranteed to be completely secure, we work to reduce risks and respond promptly to any suspected data breach in line with legal requirements.

8. Your Rights

You have rights under data protection law in relation to your personal data. These rights may apply depending on the lawful basis and the circumstances of the processing.

Right of access: You can request a copy of the personal data we hold about you.
Right to rectification: You can ask us to correct inaccurate or incomplete information.
Right to erasure: You can request deletion of your data in certain situations.
Right to restriction: You can ask us to limit processing in certain circumstances.
Right to object: You can object to processing based on legitimate interests or direct marketing.
Right to data portability: You can request certain data in a structured, commonly used format where applicable.
Right to withdraw consent: If we rely on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to exemptions or limitations under the law. If you make a request, we may need information to verify your identity before responding.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a booking or delivery arranged by an adult customer. If we become aware that we have collected data inappropriately, we will take reasonable steps to delete it.

10. Changes to This Privacy 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 apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

11. Contact and Complaints

If you have concerns about how your personal data is handled, you should contact us using the usual business channels provided at the point of service. You also have the right to raise a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have not been respected.

This Privacy Policy is intended to provide clear information about how Hammersmith Man And Van manages personal data fairly and responsibly. We value the trust of our customers and aim to treat all personal information with care, confidentiality, and respect.