Privacy Policy

Paddington Man and Van Privacy Policy

This Privacy Policy explains how Paddington Man and Van collects, uses, stores and protects your personal data. It applies to all Paddington Man and Van customers and prospective customers in our service area, including anyone who visits our website, makes an enquiry, books our services, or otherwise interacts with us in connection with our man and van and related services.

Paddington Man and Van is committed to complying with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. We process your personal data lawfully, fairly and transparently, and only for specified, explicit and legitimate purposes.

Data Controller

For the purposes of data protection law, Paddington Man and Van is the data controller in relation to the personal data we collect about you. This means that we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection legislation.

Personal Data We Collect

We may collect and process the following categories of personal data about you when you contact us, request a quote, make a booking, or use our services:

Your identity details, such as your full name and, where applicable, company name and position.

Your contact details, such as your correspondence address, collection and delivery addresses, and any other relevant location details you provide when booking a service.

Information about your move or job, such as property type, access notes, inventory or description of items to be moved, preferred dates and times, and any special instructions you provide.

Correspondence and communications, such as information you provide when you contact us by phone, through a contact form, or by other means, along with our internal notes relating to your enquiry or booking.

Billing and payment information, such as invoice details, transaction history, and payment status. We do not store full payment card details; any card processing is handled by secure third party payment providers acting as processors on our behalf.

Technical and usage data, such as basic information automatically collected from your device when you use our website, including IP address, browser type, and similar online identifiers, to support security, troubleshooting and service improvement.

We only collect the minimum amount of personal data necessary to provide our services and to meet our legal and business obligations.

Lawful Bases for Processing Your Data

We rely on one or more of the following lawful bases under data protection law when processing your personal data:

Contract. We process your personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, delivering our man and van services, communicating about your move, and handling billing and payments.

Legal obligation. We process personal data where necessary to comply with our legal obligations, such as tax, accounting and record keeping requirements, and to respond to lawful requests from public authorities.

Legitimate interests. We may process your personal data where it is necessary for our legitimate business interests and your interests and fundamental rights do not override those interests. This includes managing and improving our services, addressing queries and complaints, preventing fraud and misuse, and maintaining business records.

Consent. In limited circumstances, we may rely on your consent, for example where required for certain types of direct marketing communications. Where we rely on consent, you have the right to withdraw your consent at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To respond to your enquiries, provide quotes and advice about our services, and communicate with you before, during and after your booking.

To set up, manage and perform your contract, including planning and carrying out moves, collections and deliveries, and managing operational logistics.

To issue invoices, process payments through our selected payment processors, and maintain financial records in line with legal and regulatory requirements.

To manage our relationship with you, including handling feedback, queries and complaints, and notifying you of important information about your booking or our services.

To operate, maintain and improve our website, systems and processes, including troubleshooting, data analysis, testing, and security monitoring.

Where permitted, to send you relevant service updates and marketing communications about similar services you have previously used or enquired about, with appropriate opt out options.

To protect our business, our staff and our customers, for example through fraud prevention, dispute resolution and, where necessary, enforcing our contractual terms.

Data Retention

We will retain your personal data only for as long as is necessary to fulfil the purposes for which we collected it, including to meet any legal, accounting or reporting requirements.

In general, we apply the following retention guidelines:

Enquiry records, including quotes not converted into bookings, are typically kept for a period that allows us to manage follow up queries and understand demand for our services, after which they are securely deleted or anonymised.

Booking and service records, including correspondence, move details and invoices, are usually retained for a number of years from the date of your last interaction with us, in line with applicable limitation periods and tax and accounting rules.

Technical and usage data linked to identifiable individuals is kept for a shorter period where feasible, and may then be aggregated or anonymised for statistical purposes.

When personal data is no longer required, we will delete it or anonymise it in a secure manner.

Data Processors and Third Parties

We may share your personal data with trusted third parties who act as data processors on our behalf to help us deliver our services and operate our business. These may include:

Payment service providers that securely process card and other payments on our behalf.

IT and system support providers that host or maintain our booking, communication and storage systems.

Accountants and professional advisers who support our financial and legal obligations.

These processors are only permitted to use your personal data in accordance with our instructions and for the purposes we specify, and they are required to implement appropriate technical and organisational measures to protect your data.

We may also need to share personal data with third parties where required by law, for example with law enforcement or regulatory authorities, or in connection with legal proceedings, to establish, exercise or defend our legal rights.

We do not sell your personal data to third parties.

International Data Transfers

Where we use service providers or systems located outside the United Kingdom, your personal data may be transferred to and processed in countries that may not have the same level of data protection laws as the UK. In such cases, we ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent mechanisms, to protect your personal data and ensure that your rights are upheld.

Security of Your Personal Data

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it from unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, staff awareness and training, and routine review of our systems and processes.

While we take reasonable steps to protect your personal data, no system can be completely secure. You are responsible for ensuring that any personal data you send to us is transmitted securely and that the devices you use are appropriately protected.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, you may have the right to:

Access your personal data and receive a copy of the information we hold about you.

Rectify inaccurate or incomplete personal data we hold about you.

Erase your personal data where there is no longer a lawful basis for us to process it, sometimes known as the right to be forgotten.

Restrict the processing of your personal data in certain circumstances, for example where you contest its accuracy or object to our processing.

Object to the processing of your personal data where we rely on legitimate interests as our lawful basis, including any profiling related to those interests.

Object to direct marketing at any time, including where we rely on legitimate interests to send you information about similar services.

Data portability, which allows you to request that we provide certain personal data to you or to another organisation in a structured, commonly used and machine readable format.

Where we rely on your consent to process your personal data, withdraw that consent at any time, without affecting the lawfulness of processing carried out before the withdrawal.

If you wish to exercise any of these rights, you can contact us using the contact details provided on our website or our usual communication channels. We may need to verify your identity before fulfilling your request and we will respond within the time limits set by law.

Complaints and Supervisory Authority

If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so we can try to resolve the issue. You also have the right to lodge a complaint with the UK data protection supervisory authority, the Information Commissioner's Office.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or how we process your personal data. Any updated version will be published on our website and will apply from the date of publication. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.