Privacy Policy - Man And Van Soho

Man And Van Soho is committed to protecting the privacy and personal data of all customers and prospective customers in the Soho area. This Privacy Policy explains how we collect, use, store, share, and protect personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Man And Van Soho customers in the area, including individuals, households, and business clients who use our removal, delivery, transport, packing, storage, or related services.

By using our services, making an enquiry, requesting a quote, or communicating with us, you acknowledge that your information may be processed in the ways described in this policy. We only process personal data where we have a lawful basis to do so and only for legitimate and specified purposes.

1. Information We Collect

We may collect and process different types of personal data depending on how you interact with us and which services you request. The information may include:

Identity details: such as your name, title, and, where needed, company name.
Contact details: such as telephone number, email address, and service address.
Service information: including pickup and delivery locations, requested dates, item descriptions, access details, and special handling requirements.
Payment and billing data: including invoice details, transaction records, and payment status.
Communication records: messages, call notes, complaint details, quotation requests, and feedback.
Technical data: basic information automatically collected through our systems, such as device type, browser information, and general usage data if applicable.
Documentation: where required for service or legal reasons, such as proof of identity, authorisation to act, or evidence related to damage or claims.

We do not seek to collect unnecessary personal information. If you choose not to provide certain details, we may be unable to deliver services properly or respond effectively to your request.

2. How We Use Personal Data

We use personal data only for clearly defined purposes. These may include:

providing quotations and assessing service requirements;
arranging, delivering, and managing removal and transport services;
contacting you about your booking, schedule, or service changes;
issuing invoices, processing payments, and maintaining financial records;
handling complaints, claims, disputes, or service issues;
improving our operations, planning, and customer experience;
meeting legal, accounting, insurance, and regulatory obligations;
protecting against fraud, misuse, or unauthorised access;
keeping appropriate internal records for administration and quality control.

We will only use your information for purposes that are compatible with the original reason it was collected. If we ever need to use your data for a new purpose, we will ensure that a valid lawful basis exists.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for every activity involving personal data. Depending on the situation, we rely on one or more of the following lawful bases:

Performance of a Contract

We process personal data where it is necessary to provide a quotation, accept a booking, carry out moving or transport services, or fulfil our obligations to you under a service agreement.

Legal Obligation

We may process and retain certain records where necessary to comply with tax, accounting, insurance, consumer protection, or other legal requirements.

Legitimate Interests

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

Consent

In limited situations, we may rely on your consent, for example where you have specifically agreed to receive certain optional communications. Where consent is used, you may withdraw it at any time.

Vital Interests and Public Interest

These bases are unlikely to apply in most situations, but they may be relevant in exceptional circumstances where processing is necessary to protect someone’s life or for public interest reasons permitted by law.

4. Sharing and Processors

We may share personal data with trusted third parties who assist us in providing services or managing our business. These third parties act as processors when they process data on our behalf and only under our instructions. We require all processors to keep personal data secure and to use it only for authorised purposes.

Examples of processors and recipients may include:

Payment service providers who handle transactions securely;
Accounting and bookkeeping providers who support invoicing and financial compliance;
IT, cloud storage, and software providers who maintain our systems and records;
Customer communication tools used for managing enquiries and service updates;
Insurance or legal advisers where necessary to manage claims or disputes;
Subcontracted service providers involved in completing a move or delivery, if required for the service;
Public authorities where disclosure is required by law or lawful request.

We do not sell your personal data. If data is transferred outside the UK, we will only do so where appropriate safeguards are in place to ensure an adequate level of protection.

5. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting, insurance, and reporting requirements. Retention periods depend on the type of information and the reason for holding it.

For example:

Booking and service records may be kept for as long as needed to manage the service and resolve any follow-up issues;
Financial and tax records are usually retained for the period required by law;
Complaints, claims, and dispute records may be retained until the matter is fully resolved and for a reasonable period afterwards;
General enquiries may be deleted once they are no longer relevant, unless a legal or operational reason requires retention.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

6. Data Security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our procedures. While no system can be guaranteed completely secure, we take reasonable steps to protect your information.

7. Your Rights

As a data subject under UK GDPR, you have important rights regarding your personal data. Subject to legal limits and verification of identity, you may have the right to:

Access the personal data we hold about you;
Rectify inaccurate or incomplete information;
Erase your data in certain circumstances;
Restrict how we process your data in certain cases;
Object to processing based on legitimate interests or direct marketing;
Data portability for information you provided to us, where applicable;
Withdraw consent where processing is based on consent;
Complain to the relevant data protection authority if you believe your rights have been infringed.

These rights are not absolute and may be subject to exceptions under data protection law. For example, we may need to keep certain records to comply with legal obligations or defend against claims.

8. Children’s Data

Our services are directed to adults and businesses. We do not knowingly collect personal data from children unless it is necessary in connection with a customer request and provided by an adult with authority to do so. If we become aware that we have collected information from a child without appropriate authorisation, we will take steps to delete it where required.

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 updated version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their data is processed.

10. Summary of Our Commitment

Man And Van Soho processes personal data fairly, lawfully, and transparently. We only collect information that is relevant to our services, use it for legitimate and necessary purposes, keep it secure, and retain it only for as long as required. We respect the rights of all Man And Van Soho customers in area and are committed to handling personal information responsibly and in line with GDPR requirements.