Privacy Policy - Pimlico Man And Van

This Privacy Policy explains how Pimlico Man And Van collects, uses, stores, shares, and protects personal data in connection with our moving, delivery, and related services. It applies to all Pimlico Man And Van customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise interacts with us in relation to our services.

We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018. This policy is designed to help you understand what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Data We Collect

We may collect and process the following categories of personal data depending on your interaction with us:

Identity data: name, title, and any other details needed to identify you.
Contact data: address, email address, telephone number, and service location details.
Booking and service data: moving date, inventory details, property access information, special handling instructions, and service preferences.
Payment data: billing information, transaction records, and payment status. We do not store full card details where payment processing is handled by a secure third-party provider.
Communication data: emails, messages, call notes, and any information you choose to provide when contacting us.
Technical data: IP address, device information, and basic website usage information if you interact with our digital services.
Claim and incident data: information relating to complaints, damage claims, accidents, or disputes.

We generally collect personal data directly from you. In some cases, we may also receive information from third parties, such as payment providers, business partners, subcontracted service providers, or public sources where necessary and lawful.

2. How We Use Your Data

We use personal data for the following purposes:

To provide services: to manage enquiries, confirm bookings, carry out removals, deliveries, and related services.
To communicate with you: to send quotes, booking confirmations, updates, and service-related messages.
To process payments: to issue invoices, receive payment, and manage financial records.
To manage operations: to plan routes, allocate staff, maintain service records, and improve efficiency.
To handle claims and complaints: to investigate incidents, resolve disputes, and meet legal obligations.
To comply with law: to satisfy tax, accounting, insurance, and regulatory requirements.
To protect our business: to prevent fraud, misuse, or unlawful activity.

We will only process personal data where we have a valid legal reason to do so. We do not use your data for purposes that are incompatible with the reasons for which it was collected, unless we are legally permitted to do so.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the activity, our lawful bases may include:

Performance of a contract

We process your data when it is necessary to provide a quote, manage a booking, deliver services, or take steps at your request before entering into a contract.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include service administration, business planning, internal record keeping, fraud prevention, and customer support.

Legal obligation

We may process data where required to comply with legal duties, including tax, accounting, insurance, or regulatory obligations.

Consent

In limited cases, we may rely on your consent, for example where it is required for certain optional communications or non-essential processing. Where we rely on consent, you may withdraw it at any time.

Vital interests

In rare cases, we may process data to protect someone’s vital interests, such as in an emergency or accident situation.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or independent controllers, but only where necessary and subject to appropriate safeguards. These may include:

Payment processors: to securely handle card or online payments.
Accounting and bookkeeping providers: to support invoicing, financial reporting, and compliance.
IT and cloud service providers: to store data securely, manage communications, and support business systems.
Insurance providers and claims handlers: to assess and manage insurance-related matters.
Professional advisers: such as accountants, solicitors, or consultants where necessary.
Subcontractors and operational partners: where needed to complete the service you requested.

All processors are required to process personal data only on our instructions, to keep it secure, and to comply with applicable data protection law. We do not sell your personal data.

We may also disclose personal data where required by law, court order, lawful request from public authorities, or where necessary to establish, exercise, or defend legal claims.

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, tax, insurance, and record-keeping requirements.

Booking and service records: retained for a reasonable period after completion of the service to handle follow-up queries, claims, or disputes.
Financial and tax records: retained for the period required by law.
Complaint and claim records: retained for as long as necessary to resolve the matter and for any limitation period that may apply.
Communication records: retained for a period appropriate to the nature of the communication and business need.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention procedures.

6. Your Rights

As a data subject, you have a number of rights under data protection law. These rights may be subject to certain conditions and exemptions.

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 restriction: you may ask us to limit how we use your data in specific situations.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to data portability: where applicable, you may request transfer of data you provided to us in a structured, commonly used format.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data protection rights have been violated. We encourage you to raise concerns with us first so we can address them promptly.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted data sharing.

Although we strive to protect your information, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we work to reduce risks to an appropriate level.

8. International Transfers

If personal data is transferred outside the United Kingdom, we will ensure that suitable safeguards are in place in line with applicable data protection laws. This may include the use of standard contractual clauses or transfers to countries with an adequate level of protection.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we handle personal data. Any updates will take effect when posted or otherwise made available. We recommend reviewing this policy periodically so you remain informed about how we use your personal data.

10. Summary of Our Commitments

Pimlico Man And Van is committed to respecting your privacy and using your personal data responsibly. We collect only the information needed to deliver our services, rely on appropriate lawful bases, retain data only as long as necessary, use trusted processors under strict controls, and support your rights under data protection law.

By using our services, requesting a quote, or booking with Pimlico Man And Van, you acknowledge that this Privacy Policy applies to you as a customer in the area.