Privacy Policy - Man And Van Soho

This Privacy Policy explains how Man And Van Soho collects, uses, stores, shares, and protects personal data relating to customers, prospective customers, and other individuals who use our services or interact with us. It applies to all Man And Van Soho customers in the area where our services are offered. We are committed to handling personal information in a lawful, fair, transparent, and secure manner 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 anyone who:

requests a quote or makes an enquiry;
books or receives a removal, delivery, transport, packing, loading, or related service;
communicates with us by phone, email, text, online forms, or other channels;
is named as a customer, sender, recipient, or contact person in connection with our services;
visits premises or locations where our team is carrying out work for a customer.

We only collect and process personal data that is relevant and necessary for the purposes described in this policy.

2. Information we collect

We may collect the following categories of personal data:

Identity details such as name, title, and any business name where applicable;
Contact details such as telephone number, email address, and service location details;
Booking and service information such as move dates, property access details, item descriptions, delivery instructions, and special handling requirements;
Payment and billing information such as transaction records, invoices, and payment status;
Communication records including emails, messages, call notes, complaint details, and customer support history;
Operational information such as vehicle allocation, staff notes, route planning, and scheduling records;
Technical data when you interact with digital systems, such as device information, browser type, and basic usage logs.

In limited circumstances, we may receive data from third parties, such as building managers, business partners, referral sources, or another person making arrangements on your behalf.

3. How we use personal data

We use personal data for the following purposes:

to provide quotes and respond to enquiries;
to manage bookings and carry out moving or transport services;
to communicate with customers and service contacts;
to arrange scheduling, routing, staffing, and logistics;
to process payments, issue invoices, and maintain accounting records;
to handle complaints, disputes, claims, or service follow-up;
to meet legal, tax, accounting, insurance, and regulatory obligations;
to improve our services, internal operations, and customer experience;
to prevent fraud, misuse, and security incidents;
to maintain records of the services we have provided.

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

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each use of personal data. We rely on the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, confirming bookings, delivering services, processing payments, and managing service-related communications.

Legal obligation

We may process information where needed to comply with legal obligations, including tax rules, accounting requirements, insurance obligations, and record-keeping duties.

Legitimate interests

We may process data where it is necessary for our legitimate interests, provided your interests and fundamental rights do not override those interests. Our legitimate interests include business administration, service management, fraud prevention, customer support, safeguarding operations, and improving the quality of our services.

Consent

In limited situations, we may rely on your consent, for example where it is appropriate for optional marketing or other specific processing activities. Where consent is used, you have the right to withdraw it at any time.

5. Data sharing and processors

We may share personal data with trusted third parties who help us operate our business. These parties act either as independent controllers or as processors acting on our instructions.

Processors may include:

IT and cloud storage providers;
booking, scheduling, and administration software providers;
payment service providers and invoicing tools;
accountants and bookkeeping services;
customer communication and messaging providers;
professional advisers such as lawyers or insurers where necessary;
subcontractors or operational partners assisting with service delivery.

We require processors to handle data securely, keep it confidential, and process it only for the agreed purpose. They must also have appropriate technical and organisational measures in place.

We may also disclose information where required by law, to public authorities, to protect our rights, or to prevent harm, fraud, or unlawful activity.

6. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and in line with legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the type of information and the reason we hold it.

Quotation and enquiry records may be kept for a reasonable period to manage follow-up and business administration.
Booking, service, and payment records are generally retained for the duration needed to perform the contract and meet financial record-keeping duties.
Complaint, claim, or dispute records may be retained longer where necessary to establish, exercise, or defend legal claims.
Where data is no longer required, it is securely deleted, anonymised, or destroyed.

We regularly review stored data to ensure retention remains appropriate and proportionate.

7. Security of personal data

We take reasonable and appropriate steps to protect personal data from accidental loss, unauthorised access, misuse, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted internal access on a need-to-know basis.

Although we work to protect your information, no system can be guaranteed to be completely secure. If a data breach occurs that is likely to result in a risk to your rights and freedoms, we will act in line with our legal obligations.

8. Your rights

Under data protection law, you may have the following rights in relation to your personal data:

Right of access – to request a copy of the personal data we hold about you;
Right to rectification – to ask us to correct inaccurate or incomplete data;
Right to erasure – to request deletion in certain circumstances;
Right to restrict processing – to ask us to limit how we use your data in some cases;
Right to object – to object to processing based on legitimate interests or direct marketing;
Right to data portability – to receive certain data in a structured, commonly used format where applicable;
Right to withdraw consent – where processing is based on consent;
Right to complain – to the Information Commissioner’s Office if you believe your rights have been infringed.

These rights may be subject to legal limits and exceptions. If you wish to exercise a right, we will assess your request and respond in accordance with applicable law.

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 necessary in the course of a service request and provided by an authorised adult or guardian. If we become aware that we have collected data inappropriately, we will take steps to delete or correct it as appropriate.

10. International transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place to protect it. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms.

11. Changes to this policy

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

12. Summary of our commitment

Man And Van Soho is committed to respecting privacy, protecting personal information, and processing data transparently and responsibly. We collect only what we need, use it for clear and lawful purposes, retain it for appropriate periods, and rely on trusted processors that support our services under strict safeguards. We aim to make our practices fair, secure, and compliant for every customer in the area we serve.