Privacy Policy - Paddington Man And Van

Last updated: This Privacy Policy explains how Paddington Man And Van collects, uses, stores, shares, and protects personal data. It applies to all Paddington Man And Van customers in the area, including people who request quotes, book services, receive services, or otherwise interact with us in connection with our moving and transport services.

1. Introduction

Paddington Man And Van is committed to protecting your privacy and handling personal data in a lawful, fair, and transparent manner. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy describes the types of personal data we collect, why we collect it, the lawful basis we rely on, how long we keep it, who may process it on our behalf, and the rights available to you.

By using our services, making an enquiry, or providing your information to us, you acknowledge that your personal data may be processed as described in this Privacy Policy. We only collect and use information that is relevant and necessary for our business activities and your requested services.

2. Personal data we collect

We may collect and process the following categories of personal data:

Identity data: name, title, and any details needed to identify you as a customer or contact person.
Contact data: address, email address, telephone number, and delivery or collection locations.
Service data: booking details, move size, inventory information, access requirements, preferred dates and times, and service notes.
Payment and transaction data: billing records, payment confirmations, and transaction history. We do not store unnecessary payment card details where payment services are handled securely by third parties.
Communication data: messages, call notes, complaint details, and correspondence relating to quotes, bookings, or support.
Technical data: limited device or usage information where you interact with our online systems, if applicable.
Special category data: we do not intentionally collect sensitive personal data. If you choose to share such data with us, we will only process it where permitted by law and necessary for a specific purpose.

We generally collect personal data directly from you when you submit an enquiry, request a quote, make a booking, communicate with us, or provide information during the performance of our services. In some cases, we may also receive data from third parties, such as a person arranging a move on your behalf, property managers, business clients, or payment processors.

3. How we use your personal data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to plan, deliver, and complete moving and transport services;
to communicate with you about your enquiry, booking, service changes, or issues;
to process payments, refunds, or billing matters;
to keep accurate business, operational, and financial records;
to handle complaints, claims, and service disputes;
to maintain the safety and security of our staff, customers, vehicles, and property;
to comply with legal obligations, including tax, accounting, and regulatory requirements;
to improve our services, customer experience, and internal operations.

We will not use your personal data for purposes that are incompatible with the reasons for which it was collected, unless we have a lawful basis to do so and have informed you where required.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each use of your personal data. Paddington Man And Van relies on the following lawful bases:

Contract: we process data when it is necessary to enter into or perform a contract with you, such as providing quotes, managing bookings, and carrying out moving services.
Legal obligation: we process data where required to comply with laws and regulations, including accounting, tax, record-keeping, and fraud prevention duties.
Legitimate interests: we may process data for our legitimate business interests, such as improving services, managing operations, maintaining security, and responding to customer enquiries, provided these interests do not override your rights and freedoms.
Consent: where required by law, we will rely on your consent, for example in limited situations involving certain marketing communications or optional data sharing. You may withdraw consent at any time where processing is based on consent.
Vital interests: in rare circumstances, we may process data to protect someone’s life or physical safety.

We carefully assess each processing activity to ensure the lawful basis is appropriate and documented.

5. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. The retention period depends on the type of information and the reason it was obtained.

In general:

enquiry and quote information may be kept for a limited period to manage follow-up, business administration, and service continuity;
booking, payment, and service records may be retained for longer periods where needed for contract management, dispute resolution, tax, and accounting purposes;
complaints, claims, or incident-related records may be retained until the matter is fully resolved and for any further period required by law;
data that is no longer needed is securely deleted, anonymised, or archived in accordance with our internal retention procedures.

Where possible, we minimise the amount of data stored and periodically review our records to ensure information is not kept longer than necessary.

6. Processors and third parties

We may use trusted third-party service providers, sometimes known as processors, to help us operate our business and deliver services. These processors act on our instructions and are required to protect your data and use it only for the agreed purpose.

Examples of processors or third parties may include:

payment service providers;
accounting and bookkeeping providers;
IT, hosting, and software service providers;
communication and messaging providers;
professional advisers, such as lawyers, insurers, or auditors;
subcontractors or operational partners involved in delivering moving services, where necessary.

We may also disclose personal data where required by law, court order, regulatory request, or to protect our legal rights, the rights of our customers, or the safety of others. We do not sell your personal data.

If personal data is transferred outside the United Kingdom, we will ensure appropriate safeguards are in place to protect it in line with data protection law.

7. Data security

We take reasonable technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to records on a need-to-know basis.

While no system can be guaranteed to be completely secure, we work to reduce risks and respond promptly to suspected security incidents. If required, we will notify affected individuals and the relevant authorities in accordance with applicable law.

8. Your rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to conditions and exceptions. They 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 data.
Right to erasure: you can ask us to delete your data in certain circumstances.
Right to restrict processing: you can ask us to limit how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to data portability: you can request certain information in a structured, commonly used format where legally applicable.
Right to withdraw consent: where we rely on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with the law. We may need to verify your identity before responding to a request. In some cases, we may not be able to fulfil a request if there is a legal reason to retain or continue processing the information.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

9. Children’s data

Our services are intended for adult customers and business clients. We do not knowingly collect personal data from children unless it is necessary in connection with a service and provided by an adult acting on their behalf. Where children’s data is involved, we will handle it with particular care and only where lawful and appropriate.

10. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

11. Summary of our approach

Privacy and accountability

Our approach is based on transparency, data minimisation, and accountability. We only collect what we need, use it for clear purposes, and keep it only for as long as necessary. We expect all staff and relevant processors to respect confidentiality and handle personal data responsibly.

Paddington Man And Van is committed to ensuring that personal information is treated with care and in accordance with applicable data protection law. This Privacy Policy is designed to give customers clear information about how their data is handled when using our services in the area.