Privacy Policy

Pimlico Man and Van Customer Privacy Policy

This Privacy Policy explains how Pimlico Man and Van collects, uses, stores, shares, and protects your personal data when you use our services. It applies to all Pimlico Man and Van customers in our operating area and to anyone who contacts us about our services, including potential customers and individuals acting on behalf of businesses.

Who We Are and Scope of This Policy

Pimlico Man and Van provides man and van, removals, and related transport services to residential and business customers. For the purposes of the UK GDPR and the EU GDPR where applicable, Pimlico Man and Van is the data controller for the personal data described in this policy. This Privacy Policy applies whenever we act as a controller, meaning when we decide why and how your personal data is processed.

By using our services or contacting us, you acknowledge that you have read this Privacy Policy. We may update this policy from time to time, and the latest version will always apply to our processing of your data.

Personal Data We Collect

We collect and process different types of personal data, depending on how you interact with us and which services you use. The categories of data we may collect include:

Identification and contact details: name, title, postal address, service addresses for collections and deliveries, email address, and any other contact details you choose to provide.

Service and booking information: details of the requested move or transport, property type and access information, inventory or description of items to be moved, dates and times of service, special instructions, and job reference numbers.

Contract and transaction data: records of services you have purchased, invoices, payment status, amounts paid, and related financial records. Payment card information is handled securely by our payment processors and is not stored by us beyond what is necessary for transaction confirmation and fraud prevention.

Communication data: information contained in enquiries, quotes, emails, forms, and other communications with us, including any feedback or complaints you send.

Usage and technical data: limited technical data collected when you visit our website, such as basic device and browser information, pages visited, and the time and date of access. This may be collected using cookies or similar technologies where permitted by law.

Staff and contractor data: for individuals who work with us as drivers, porters, or contractors, we may also collect information such as work history and performance information, but this is covered by separate notices.

How We Collect Your Data

We collect personal data in several ways, including:

Directly from you when you contact us by phone, online forms, or other channels to request a quote, make a booking, or ask a question.

During the provision of services, for example when our team attends your property and records access details, item descriptions, or changes to the booking.

From third parties, such as comparison platforms, letting agents, or partners that you have authorised to pass your details to us for the purpose of arranging services.

Automatically through our website, using cookies or similar tools, subject to your consent where required by law.

Lawful Basis for Processing

We only process your personal data where we have a lawful basis under the GDPR. Depending on the context, we rely on the following lawful bases:

Contract: processing is necessary to enter into or perform a contract with you, for example to provide a quote, confirm a booking, deliver the agreed man and van services, process payments, and manage your account.

Legal obligation: processing is necessary for us to comply with legal obligations, such as tax and accounting rules, record-keeping requirements, and responding to lawful requests from public authorities.

Legitimate interests: processing is necessary for our legitimate business interests, provided these are not overridden by your rights and freedoms. Examples include managing our business operations, improving our services, handling customer service queries, preventing fraud and misuse, and ensuring the security of our systems and vehicles.

Consent: in some limited cases we may rely on your consent, for example for certain marketing communications or optional cookies. Where we rely on consent, you can withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide our services: processing bookings, planning routes, allocating staff and vehicles, carrying out collections and deliveries, and communicating with you about your move or transport service.

To manage our relationship with you: responding to enquiries, handling feedback and complaints, issuing invoices, processing payments, and maintaining service records.

To operate and improve our business: monitoring service performance, training staff, analysing service demand and usage trends, and improving our website and processes.

To comply with legal and regulatory requirements: keeping appropriate business and financial records, and cooperating with lawful requests from authorities where we are required to do so.

For marketing and promotions: where allowed by law and, where required, with your consent, we may use your contact details to send information about services that may be of interest to you. You can opt out of marketing communications at any time.

Data Sharing and Processors

We may share your personal data with trusted third parties where necessary for the purposes described in this policy. These third parties act either as data processors who process data on our behalf, or as separate controllers. Categories of recipients may include:

IT and hosting providers who support our website, booking systems, and data storage.

Payment service providers who process your payments securely and carry out fraud prevention checks.

Operational partners, such as subcontracted drivers or logistics providers, where needed to deliver the agreed services.

Professional advisers, including accountants and legal advisers, where necessary to protect our business interests and comply with legal obligations.

Public authorities and regulators, where we are legally required to disclose information.

All data processors acting on our behalf are required to process your data only on our instructions, to keep it secure, and to comply with applicable data protection laws.

International Transfers

Where we use service providers or systems that are located outside the United Kingdom or the European Economic Area, we take steps to ensure that your personal data continues to receive an equivalent level of protection. This may include relying on adequacy regulations, entering into standard contractual clauses approved by relevant authorities, or using other lawful transfer mechanisms.

Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting, or reporting requirements. Broadly, this means:

Service and contract records are retained for the period of the contract and for a number of years afterwards, as required by tax and limitation laws.

Enquiry and quote information is kept for a reasonable period to allow us to follow up on your requests and manage our business records, unless you ask us to delete it and we are not required to keep it for legal reasons.

Marketing data is kept until you opt out or withdraw your consent, or until it is no longer necessary for the purpose for which it was collected.

When the applicable retention period expires, we will either securely delete your data, anonymise it so that it can no longer be linked to you, or store it in an archived form where required by law.

Your Data Protection Rights

Under the GDPR, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These include:

Right of access: you can request confirmation of whether we process your personal data and obtain a copy of the data we hold about you.

Right to rectification: you can ask us to correct or complete inaccurate or incomplete personal data.

Right to erasure: in certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to keep it.

Right to restriction: you can request that we restrict the processing of your data in specific situations, such as while we are verifying its accuracy or assessing an objection you have raised.

Right to data portability: for data you have provided to us where processing is based on consent or contract and carried out by automated means, you can request a copy in a structured, commonly used and machine-readable format and ask us to transmit it to another controller where technically feasible.

Right to object: you can object at any time to processing based on our legitimate interests, including profiling related to such interests. You also have an absolute right to object to direct marketing.

Rights related to consent: where we rely on your consent, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing that took place before withdrawal.

You also have the right to lodge a complaint with the relevant data protection authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve your concerns.

Security of Your Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include access controls, secure storage, staff training, and regular review of our security practices. While we take reasonable steps to safeguard your information, no system can be completely secure, and you share information with us at your own risk.

Contact and Further Information

If you have any questions about this Privacy Policy, how we handle your personal data, or if you wish to exercise any of your rights, you can contact us using the contact details provided on our website or by the usual communication channels you use to reach Pimlico Man and Van.