Privacy Policy - Pimlico Man And Van

Effective for all Pimlico Man And Van customers in the area, this Privacy Policy explains how we collect, use, store, and protect personal data in connection with our moving, delivery, and related services. We are committed to handling personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws.

1. Who this policy applies to

This policy applies to all Pimlico Man And Van customers in the area, including individuals who request a quotation, make an enquiry, book a service, receive a service, or communicate with us in relation to removals, furniture transport, van hire with driver support, packing support, storage-related transport, or any similar service. It also applies to people acting on behalf of a customer, such as family members, employees, estate agents, landlords, solicitors, or building managers, where personal data is shared with us as part of arranging a move.

2. Personal data we collect

We collect only the personal data that is necessary for operating our services, managing our business, and meeting legal obligations. Depending on how you interact with us, this may include:

Identity details such as your name and, where relevant, the name of a business or organisation.
Contact details such as phone number, email address, and service address.
Booking information such as move dates, collection and delivery addresses, access details, item descriptions, parking instructions, and special handling requirements.
Payment and invoicing information such as payment status, invoice references, and billing details.
Communication records such as emails, text messages, call notes, and complaint or feedback correspondence.
Operational data such as vehicle allocation, crew assignment, route planning details, and service notes.
Technical data such as basic website or device information if you interact with our online forms, where applicable.

We do not intentionally collect special category data unless it is necessary and you choose to provide it, or unless it is required for a specific lawful purpose. We ask that you avoid sharing unnecessary sensitive information unless it is relevant to your service request.

3. How we use your data

We use personal data to manage customer relationships and deliver services efficiently. This may include:

Providing quotations and confirming bookings.
Planning, delivering, and improving our moving services.
Communicating about schedules, access issues, delays, and service updates.
Processing payments, issuing invoices, and maintaining financial records.
Responding to enquiries, complaints, and service-related requests.
Protecting against fraud, misuse, or security incidents.
Meeting legal, tax, accounting, and regulatory obligations.

We only use your data for the purposes stated here or for purposes that are compatible with them. Where required, we will seek your permission before using data in a way that is not covered by another lawful basis.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for processing personal data. We rely on the following bases depending on the situation:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging bookings, delivering services, handling service changes, and managing payment-related matters.

Legal obligation

We process certain information where we are required to comply with legal or regulatory duties, including tax, accounting, business record keeping, and responding to lawful requests from authorities.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include improving service delivery, preventing fraud, protecting our property and staff, maintaining internal records, and managing customer communications. When relying on legitimate interests, we consider the impact on your privacy and limit processing to what is reasonable and necessary.

Consent

In limited situations, we may rely on your consent, particularly where you voluntarily provide optional information or agree to specific uses of data not otherwise covered by another lawful basis. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing before withdrawal.

5. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and for any additional period required by law. Retention periods vary depending on the type of record and the reason it is held. For example:

Quotation and booking records may be retained for business administration and service history purposes.
Invoice, payment, and accounting records may be retained for the period required by tax and financial regulations.
Correspondence and complaint records may be retained for a period needed to resolve disputes, monitor service quality, or defend legal claims.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. We review retention needs periodically to ensure we do not keep information for longer than necessary.

6. Processors and third parties

We may use trusted processors to help us operate our business and deliver our services. A processor is a third party that processes personal data on our instructions and under appropriate contractual safeguards. These may include:

IT and cloud service providers that support communications, record keeping, and secure storage.
Payment service providers that handle card or electronic payments.
Accounting or bookkeeping providers that assist with financial administration.
Operational partners that help with scheduling, logistics, or service coordination.

We may also share data with independent controllers where necessary, such as banks, insurers, legal advisers, public authorities, or emergency services, but only where appropriate and lawful. We do not sell your personal data. Any processors we use are required to handle data securely, keep it confidential, and use it only for the agreed purposes.

7. International transfers

If any of our processors store or access data outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other legally recognised transfer mechanisms. We take steps to ensure your data remains protected to a standard consistent with UK GDPR requirements.

8. Data security

We apply reasonable technical and organisational measures to protect personal data from unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful management of data sharing. While no system can be guaranteed completely secure, we work to reduce risks and respond promptly to any suspected incident.

9. Your rights

Depending on the circumstances and applicable law, you may have the following rights regarding your personal data:

Right of access - to request a copy of the personal data we hold about you.
Right to rectification - to ask us to correct inaccurate or incomplete information.
Right to erasure - to request deletion of your data in certain situations.
Right to restriction - to ask us to limit how we use your data in certain cases.
Right to data portability - to receive certain data in a structured, commonly used format where legally applicable.
Right to object - to object to processing based on legitimate interests or direct marketing, where applicable.
Right to withdraw consent - if processing is based on consent, you can withdraw it at any time.

You also have the right to raise concerns with the Information Commissioner's Office (ICO) if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve the issue quickly and fairly.

10. Children’s data

Our services are generally intended for adults arranging moves or transport services. We do not knowingly collect personal data from children except where it is necessary in connection with a household move or similar lawful arrangement and only to the extent required for that purpose.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or how we process data. Any updated version will apply from the date it is published. We recommend reviewing this policy periodically to stay informed about how we protect your personal data.

12. Summary of our privacy approach

In summary, Pimlico Man And Van handles personal data responsibly and only for clear, lawful purposes. We collect the minimum information needed to provide services, maintain records, and meet legal obligations. We use appropriate processors, apply retention controls, and respect your rights under data protection law. This policy applies to all Pimlico Man And Van customers in the area and is designed to ensure fair, transparent, and secure processing of personal information.