Privacy Policy - Pimlico Man And Van

This Privacy Policy explains how Pimlico Man And Van collects, uses, stores, shares, and protects personal data when providing moving, delivery, packing, and related services. It applies to all Pimlico Man And Van customers in the area, including anyone who makes an enquiry, receives a quotation, books a service, or otherwise interacts with us in connection with our work.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to be clear, transparent, and fair about how we process personal information. This policy should be read alongside any service terms or booking information that apply to your job.

1. Who this policy applies to

This policy applies to customers, prospective customers, household members, business contacts, and any other individuals whose personal data we process in the course of providing our services. It may also apply where you are a recipient of a delivery, a property manager, a landlord, a tenant, or a third party involved in a move.

By using our services or submitting your details to us, you acknowledge that your personal information may be processed as described in this policy.

2. Personal data we collect

We collect only the information needed to deliver our services properly, manage bookings, and meet legal and operational obligations. The categories of data we may collect include:

Identity data such as your name and, where relevant, the name of a business or organisation.
Contact data such as telephone number, email address, and service address.
Booking and service data such as moving dates, property access details, item lists, special handling needs, and service preferences.
Payment and transaction data such as payment confirmation, invoicing details, and records of amounts paid or due.
Communication data such as messages, instructions, complaints, feedback, and notes made during customer support.
Site and access data such as parking instructions, floor level, lift availability, or other logistical details necessary to complete a job.
Technical data if you interact with us through digital systems, including basic device or usage information generated by those systems.

We do not intentionally collect special category data unless it is necessary and you choose to provide it. If you share information that reveals health conditions, accessibility needs, or other sensitive details, we will process it only where lawful and necessary for the service requested.

3. How we use personal data

We use personal data for the following purposes:

to provide quotations and manage bookings;
to plan and carry out removals, collections, deliveries, and related services;
to communicate about schedules, access arrangements, and service changes;
to process payments, issue invoices, and maintain financial records;
to respond to enquiries, complaints, and service requests;
to maintain business records and improve service quality;
to comply with legal obligations, including tax, accounting, and insurance requirements;
to establish, exercise, or defend legal claims where needed.

We only use your data when there is a valid reason to do so and we limit the information we process to what is necessary for the relevant purpose.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis to process your personal information. Depending on the circumstances, Pimlico Man And Van may rely on one or more of the following bases:

Contract – processing is necessary to provide a quotation, accept a booking, perform the service, and handle payment.
Legal obligation – processing is necessary to comply with laws relating to tax, accounting, recordkeeping, fraud prevention, and other regulatory duties.
Legitimate interests – processing is necessary for our legitimate business interests, such as improving operations, managing customer relationships, protecting our business, and maintaining service records, provided those interests do not override your rights and freedoms.
Consent – where required, we may rely on your consent, for example if you choose to provide optional sensitive information or agree to certain types of communication.

If we rely on consent, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.

5. Sharing your data and processors

We may share personal data with trusted third parties where this is necessary for our operations. These third parties act either as independent controllers or as processors acting on our instructions. Examples may include:

IT and cloud service providers who store or support our records and systems;
payment service providers who process card or electronic payments;
accountants or bookkeeping providers who support financial administration;
insurance providers and claims handlers where needed to manage risk or claims;
subcontracted workers or delivery partners who assist with completing services;
professional advisers such as lawyers or consultants where necessary;
public authorities where disclosure is required by law.

We require processors to handle personal data securely, use it only for the purposes we specify, and put appropriate technical and organisational safeguards in place. We do not sell your personal data.

6. International transfers

Where a processor or service provider stores or accesses data outside the UK, we will take appropriate steps to ensure your data is protected to a standard consistent with UK GDPR. This may include approved contractual safeguards and, where required, additional security measures.

7. Retention of personal data

We keep personal data only for as long as necessary to fulfil the purpose for which it was collected and to meet legal, accounting, or operational requirements. Retention periods may vary depending on the type of data and the reason for processing.

Booking and service records are typically retained for a reasonable period after the service is completed to handle queries, disputes, or follow-up issues.
Financial and invoice records are retained for the period required by law and standard accounting practice.
Complaint and claim records may be kept longer where needed to resolve disputes or defend legal claims.
Communication records are retained only as long as necessary for customer service and business administration.

When personal data is no longer required, we will delete it or anonymise it securely. Retention is based on necessity, not convenience.

8. Data security

We take appropriate measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, password protection, limited access on a need-to-know basis, secure storage, and staff awareness procedures.

While no system can be guaranteed to be completely secure, we work to reduce risk and to handle any data incidents responsibly. If a personal data breach occurs and we are legally required to do so, we will notify the relevant authorities and affected individuals.

9. Your rights under data protection law

You have a number of rights regarding your personal data. Depending on the legal basis for processing and the circumstances of your request, these may include:

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 ask us to delete your data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain cases.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request a copy of data you provided to us in a structured, commonly used format, where applicable.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will assess your request in line with applicable law and respond within the required timeframe where possible. In some cases, we may need to retain or continue processing certain information to comply with legal obligations or defend claims.

10. Children’s data

Our services are not directed to children, and we do not knowingly collect personal data from children except where such information is unavoidably provided in connection with a household move or service arrangement. Where children’s information is included, it will be handled with appropriate care and only to the extent necessary for the service.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically.

12. Summary of our approach

Fair, limited, and necessary processing

We only process personal data for clearly defined purposes connected to our services. We aim to keep our processing proportionate, relevant, and secure.

Transparency and accountability

We maintain records and controls to demonstrate that we handle personal data responsibly and in line with data protection principles.

Respect for your rights

We recognise and support your data protection rights, and we will respond to reasonable requests in accordance with applicable law.

This policy is intended to provide clear information about how Pimlico Man And Van handles personal data for customers in the area and related individuals involved in our services.