Privacy Policy - Waterloo Man And Van

This Privacy Policy explains how Waterloo Man And Van collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Waterloo Man And Van customers in the area, including individuals, households, businesses, and organisations that use our removal, delivery, transport, packing, loading, or related services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Waterloo Man And Van acts as a data controller for the personal data we collect and use in the course of providing our services. This means we determine the purposes and means of processing your data. In some situations, we may also act as a data processor where we handle information on behalf of a business customer or another organisation that instructs us to carry out a service.

2. Personal data we collect

We only collect personal data that is relevant and necessary for our services. Depending on the nature of the booking or enquiry, we may collect the following categories of information:

Identity details such as your name or the name of your business or organisation.
Contact details such as your telephone number and email address.
Service details including collection and delivery addresses, moving dates, service instructions, item descriptions, access requirements, and special handling needs.
Payment and billing information where relevant for invoicing, payment processing, or record keeping.
Communication records such as messages, booking notes, complaint details, and any correspondence relating to the service.
Operational information such as location details needed to complete a collection or delivery, route planning information, and service completion records.
Website or technical information if you contact us through electronic means, including basic usage or device data where applicable.

We do not seek to collect more information than is needed for the service requested. If you voluntarily provide additional personal data, we will handle it in accordance with this policy.

3. How we use personal data

We use personal data for the following purposes:

to provide quotations and confirm bookings;
to plan and carry out removal, van, delivery, loading, unloading, and related services;
to communicate with you about your booking, arrival times, access arrangements, or changes to the service;
to issue invoices, process payments, and maintain financial records;
to manage customer support, complaints, and service quality;
to maintain internal business records;
to comply with legal obligations, tax requirements, accounting rules, and transport-related responsibilities;
to protect our legitimate business interests, including preventing fraud, resolving disputes, and ensuring the safe delivery of services.

We will only use your personal data for the purposes for which it was collected unless we reasonably consider that we need to use it for another compatible reason.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for processing your personal data. The main lawful bases we rely on are:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes handling booking details, service addresses, contact information, and payment-related information needed to provide the service you requested.

Legal obligation

We process data where required to meet our legal obligations, including tax, accounting, insurance, regulatory, and record-keeping duties.

Legitimate interests

We may process personal data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. Examples include managing bookings efficiently, improving customer service, maintaining business records, and protecting against misuse of our services.

Consent

Where consent is needed for a specific activity, such as certain optional communications or non-essential processing, we will ask for your clear permission. You may withdraw consent at any time, although this will not affect processing already carried out before withdrawal.

5. Sharing and processors

We may share personal data with trusted third parties where necessary to deliver our services or to meet legal obligations. These third parties may act as processors or independent controllers, depending on the service they provide.

Typical processors and recipients may include:

Payment providers that handle card or electronic payment transactions.
Accounting and bookkeeping providers that assist with financial records and tax compliance.
IT and cloud storage providers that host email, records, booking systems, or document storage.
Communication service providers that support telephone, messaging, or email services.
Insurance providers where disclosure is necessary for claims handling or risk management.
Professional advisers such as accountants or legal advisers.

When we use processors, they are only permitted to process personal data on our instructions and must take appropriate security measures. We do not sell your personal data.

6. International transfers

Where a processor or service provider stores or accesses data outside the United Kingdom, we will ensure suitable safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms required under data protection law.

7. Data retention

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

In general:

Booking and service records are retained for a period that allows us to manage follow-up queries, disputes, and quality control.
Financial and tax records are retained for the period required by law.
Communication records are retained for as long as needed to resolve issues and support business administration.
Data collected for legal claims or insurance matters may be kept for longer where necessary.

When data is no longer needed, we will securely delete, destroy, or anonymise it. We apply retention only for as long as reasonably necessary and review data periodically to ensure it is not kept longer than required.

8. Data security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, password protection, staff awareness practices, and careful selection of service providers. While no system can be completely secure, we take reasonable steps to safeguard the information entrusted to us.

9. Your rights

As a data subject under UK GDPR, you have a number of rights in relation to your personal data. These rights are not absolute and may be subject to legal limits or exceptions.

Right of access – you may request a copy of the personal data we hold about you.
Right to rectification – you may ask us to correct inaccurate or incomplete data.
Right to erasure – you may request deletion of your data in certain circumstances.
Right to restrict processing – you may ask us to limit how we use your data in certain situations.
Right to object – you may object to processing based on legitimate interests, including direct marketing where applicable.
Right to data portability – you may request transfer of certain data 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 take reasonable steps to verify your identity before responding. We aim to respond within the time limits required by law.

10. Children’s data

Our services are generally intended for adults or business representatives. We do not knowingly collect personal data from children unless it is necessary for the completion of a service arrangement and provided by an adult customer in that context. If we become aware that we have inadvertently collected such data without a lawful basis, we will take appropriate steps to delete or protect it.

11. Marketing and communications

If we contact you for service-related purposes, such as confirming a booking or providing updates, this is part of our contractual and operational communications. Where we send optional promotional messages, we will do so only where permitted by law and, if required, with your consent. You can object to marketing communications at any time.

12. Complaints

If you are concerned about how we handle your personal data, you have the right to raise your concern with us and, where appropriate, with the relevant supervisory authority in the United Kingdom. We encourage you to contact us first so that we can try to resolve the issue promptly and fairly. We are committed to respecting your privacy and handling complaints responsibly.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it takes effect. We encourage customers to review the policy periodically so they remain informed about how their information is handled.

In summary, Waterloo Man And Van processes personal data only where it is necessary, lawful, and proportionate for delivering our services in the area. We collect only the information needed, retain it for appropriate periods, use trusted processors where required, and respect your rights under data protection law.