Privacy Policy
Acton Man and Van Privacy Policy
This Privacy Policy explains how Acton Man and Van collects, uses, stores and shares personal data relating to our customers in our service area. It also sets out your rights under the UK General Data Protection Regulation and the Data Protection Act 2018.
This Privacy Policy applies to all Acton Man and Van customers in our operating area, including individuals and businesses who request a quotation, make a booking, or otherwise use our man and van or related services.
Who we are and scope of this policy
Acton Man and Van is a removals and transportation service provider. In the course of providing our services, we act as a data controller in relation to the personal data of our customers and prospective customers.
This policy covers personal data collected through direct contact with us, including telephone calls, text messages, messaging platforms, website enquiries, and in-person interactions such as site visits or on-the-day service delivery.
Personal data we collect
We may collect and process the following categories of personal data about you:
Identification and contact details, such as your full name, address, collection and delivery addresses, and details of locations to which we are asked to attend.
Communication details, such as your preferred contact method and the content of communications you send to us, including enquiries, feedback, and complaints.
Booking and service information, including details of items to be moved, preferred dates and times, access details, special handling instructions, and any information provided to enable us to plan and deliver the service.
Payment and transaction information, including records of services purchased, payment status, and basic billing information. Card details and other sensitive payment data are handled by external payment providers and are not stored by us where this can be avoided.
Technical and usage data, where applicable, such as information collected from our website or digital tools, including pages visited, enquiry forms submitted, and the date and time of your interactions.
Any other information you voluntarily provide, for example when you send additional instructions or information relating to your move, provide a testimonial, or participate in a survey.
How we collect your personal data
We collect personal data directly from you when you contact us to request information, a quotation, or a booking; when you use our services; or when you communicate with us by any means.
We may also receive personal data indirectly when another person books a service on your behalf, for example a family member, landlord, employer, or letting agent. In these cases, we expect the person providing your details to have your permission to share them with us.
In some cases we may obtain basic contact information from publicly available sources where this is necessary for the purposes of contacting you about a confirmed service or resolving an issue relating to our services.
Lawful bases for processing
We process your personal data only where we have a lawful basis under the UK GDPR. Depending on the context, we rely on the following lawful bases:
Contract: We process your data where it is necessary to enter into or perform a contract with you, including providing quotations, confirming bookings, delivering removal or transportation services, taking payment, and managing any follow-up services.
Legal obligation: We may process data where necessary to comply with our legal obligations, such as keeping certain records for tax or accounting purposes, or responding to lawful requests from authorities.
Legitimate interests: We may process data where it is necessary for our legitimate business interests and these interests are not overridden by your rights and freedoms. This can include managing and improving our services, handling queries and complaints, preventing fraud or misuse, and maintaining business records.
Consent: In limited situations, we may rely on your consent, for example if we wish to use your testimonial or feedback for promotional purposes. Where we rely on consent, you are free to withdraw it at any time.
How we use your personal data
We use your personal data for the following purposes:
To provide quotations, respond to your enquiries, and manage bookings for our services.
To plan, organise, and carry out removals, deliveries, and related services, including assessing access requirements and special handling needs.
To communicate with you about your booking, including confirmations, updates, and any issues that arise before, during, or after the service.
To process payments, issue invoices, and maintain accurate financial and transactional records.
To manage our relationship with you, including handling complaints, resolving disputes, and providing customer support.
To improve our services and operations, including analysing common queries, service patterns, and feedback to help us operate more efficiently and safely.
To meet our legal and regulatory obligations and to protect our rights, for example in relation to debt recovery, the prevention of fraud, or the establishment, exercise, or defence of legal claims.
Data processors and third parties
We may share your personal data with third parties who act as data processors on our behalf. These may include:
Payment service providers who process your payments securely.
IT and communications providers who host or support our systems and tools, such as booking or messaging platforms.
Professional advisers such as accountants or legal advisers where disclosure is necessary for legitimate business or legal purposes.
These processors are only allowed to use your personal data in accordance with our instructions and must provide appropriate technical and organisational measures to protect your data.
We may also share personal data with other third parties where required by law, in connection with a legal claim or proceeding, to enforce our agreements, or to protect our rights or the rights of others.
Data retention
We keep your personal data only for as long as is necessary to fulfil the purposes described in this Privacy Policy or to comply with legal, accounting, or reporting obligations.
In general, we will retain customer records, including booking and transaction information, for up to six years after the end of the financial year in which the transaction took place, in line with applicable legal and tax requirements.
Routine enquiry data where no booking is made may be kept for a shorter period, typically up to two years, to enable us to manage follow-up enquiries and understand demand for our services.
We may retain some information for longer where it is necessary in relation to actual or potential legal claims, complaints, or investigations. When data is no longer required, we will delete it or anonymise it so that you can no longer be identified.
Data security
We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures include restricting access to personal data to personnel and service providers who need it to perform their duties and who are subject to confidentiality obligations.
While we take reasonable steps to secure your personal data, transmission of information over the internet or by electronic means can never be guaranteed as fully secure. You should take care when sharing personal information and use secure channels where appropriate.
Your data protection rights
Under the UK GDPR and data protection law, you have a number of rights in relation to your personal data. These rights apply in most circumstances and may be subject to certain limitations and exemptions.
Right of access: You have the right to request a copy of the personal data we hold about you and to obtain information about how we use it.
Right to rectification: You have the right to ask us to correct inaccurate or incomplete personal data we hold about you.
Right to erasure: In some circumstances, you may have the right to request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no other legal basis to retain it.
Right to restriction: You may have the right to request that we restrict our processing of your personal data in specific situations, such as while we are considering a request you have made to correct or object to the processing of your data.
Right to object: You may have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis. We will stop processing unless we can demonstrate compelling legitimate grounds which override your interests, rights, and freedoms or the processing is required for legal claims.
Right to data portability: In certain circumstances, you may have 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 transfer it to another controller where technically feasible.
Where we rely on consent as a lawful basis, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.
Exercising your rights and complaints
If you wish to exercise any of your data protection rights, or if you have questions or concerns about how we handle your personal data, you can contact us using the details provided on our website or via the usual communication channels you use to reach us.
You also have the right to lodge a complaint with the Information Commissioners Office, the UK data protection supervisory authority. Further information on your rights and how to complain can be found on the Information Commissioners Office website.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, our data processing practices, or legal requirements. Any updates will be published in the latest version of this Privacy Policy. We encourage you to review this policy periodically to stay informed about how we protect your personal data.
