Privacy Policy - Harrow Man And Van

This Privacy Policy explains how Harrow Man And Van collects, uses, stores, and protects personal data when providing moving and van services. It applies to all Harrow Man And Van customers in the area, including people who request quotes, make bookings, receive services, or communicate with us in connection with a move. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to any individual whose personal data we process in connection with our services. This includes residential customers, business customers, prospective customers, and anyone acting on behalf of a customer. It covers data collected before, during, and after the provision of our services, including quotations, bookings, removals, storage-related arrangements, and customer support.

2. Personal data we collect

We only collect personal data that is necessary to provide our services, manage our business, and meet our legal obligations. The categories of information we may collect include:

Identity information: name, title, and any details needed to identify you.
Contact information: address, email address, telephone number, and related communication details.
Service information: moving dates, pickup and delivery addresses, property access details, inventory lists, and special handling requirements.
Payment information: billing details, payment confirmations, and transaction records. We do not store payment card data unless this is required for processing and handled securely by an appropriate payment provider.
Communication records: emails, messages, call notes, complaints, and service-related correspondence.
Technical information: limited information such as device or browser data may be collected when relevant to website or digital communication systems used in our operations.
Business records: invoices, quotes, receipts, and service history.

We do not intentionally collect special category data unless it is necessary and you choose to provide it. If such data is shared with us, for example in relation to access needs, health-related moving considerations, or safe handling requests, we will process it only where appropriate safeguards and a valid legal basis exist.

3. How we use personal data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to plan and deliver moving services;
to communicate about scheduling, access, and service updates;
to process payments, invoices, and refunds where applicable;
to handle complaints, claims, and service issues;
to maintain internal records and improve our services;
to comply with legal, tax, accounting, and insurance obligations;
to prevent fraud, misuse, or security incidents;
to defend legal claims or resolve disputes.

We will only use your personal data for the purposes for which it was collected unless we reasonably determine that we need to use it for a compatible purpose. If we need to use personal data for a new purpose that is not compatible, we will seek a lawful basis before doing so.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the context, Harrow Man And Van relies on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotations, arranging your move, managing logistics, and delivering the services you have requested.

Legal obligation

We may process data where necessary to comply with tax, accounting, safety, record-keeping, or regulatory obligations.

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 managing our operations, improving our services, preventing fraud, securing systems, and maintaining customer records.

Consent

In limited situations, we may rely on your consent, for example where optional data processing is involved. Where consent is used, you may withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before withdrawal.

Vital interests and legal claims

In exceptional cases, we may process data to protect someone’s vital interests or to establish, exercise, or defend legal claims.

5. Sharing personal data and processors

We may share personal data with trusted third parties who act as processors or independent controllers, where necessary for business operations or service delivery. We require appropriate contracts and safeguards to protect your information.

Processors and categories of recipients may include:

IT and cloud service providers: systems used for email, data storage, scheduling, and administration.
Payment service providers: to process transactions securely.
Accountants and professional advisers: for compliance, audit, and financial administration.
Insurance providers and claims handlers: where a claim or incident must be assessed.
Subcontractors or operational partners: where needed to complete services on our behalf.
Authorities and regulators: where disclosure is required by law or necessary to respond to lawful requests.

We do not sell personal data. If personal data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or standard contractual protections where required.

6. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and to meet legal, accounting, or reporting requirements. Retention periods depend on the type of data and the context in which it was obtained.

Quotation and booking records: retained for a reasonable period to manage enquiries, service history, and business records.
Invoice and payment records: retained for the period required by tax and accounting law.
Communication and complaint records: retained as needed to resolve disputes and support service quality.
Claims and legal records: retained until the claim, dispute, or limitation period has ended.

When personal data is no longer needed, we will securely delete, destroy, or anonymise it.

7. Data security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures may include restricted access, secure storage, password protection, and operational controls designed to reduce the risk of misuse. While no system can be guaranteed completely secure, we work to maintain a high standard of protection for the information we hold.

8. Your rights

Under data protection law, you have several rights in relation to your personal data. These rights may be subject to conditions or exemptions, depending on the circumstances.

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: in certain cases, you can ask us to delete your data.
Right to restriction: you can ask us to limit how we use your data in some situations.
Right to object: you can object to processing based on legitimate interests or direct marketing where applicable.
Right to data portability: where applicable, you can request that data be provided in a structured, commonly used format.
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 respond in line with legal requirements. We may need to verify your identity before acting on a request. If you believe your data rights have been infringed, you also have the right to raise a concern with the UK Information Commissioner’s Office (ICO).

9. Children’s data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is provided by an adult customer in connection with a service and only where necessary for the arrangement or safe completion of the move.

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 handling practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

11. Summary of our commitment

Harrow Man And Van is committed to using personal data responsibly, securely, and only when necessary. We aim to be transparent about our processing practices, careful with the information we hold, and respectful of your privacy rights. This policy applies to all Harrow Man And Van customers in the area and forms part of our commitment to lawful and fair data protection practices.