Privacy Policy

Last updated: 19 September 2026

This privacy notice explains how Aussie Man & Van Limited collects and uses personal information when you visit our website, ask for a quotation, contact us, or use our removals, storage, property or related services.

1. Who we are

Aussie Man & Van Limited, trading as Aussie Group, is the controller responsible for personal information collected through aussiegroup.co.uk unless your quotation or contract identifies another company as the service provider and controller.

Company number: 07930237
Registered office: 141 Acton Lane, London NW10 7PB
Email: info@aussiemanandvan.com
Telephone: 020 3763 5900

2. The information we collect

Depending on how you deal with us, we may collect:

• your name, address, email address and telephone number;
• collection and delivery addresses or postcodes, access details, moving or storage dates, inventories, photographs, documents and other information needed to prepare and deliver a service;
• quotation, booking, contract, account, payment, insurance, complaint and claim information;
• your communications with us, including emails, chat messages, call recordings and transcripts where recording is in use;
• website and device information, such as IP address, browser, pages viewed, cookie identifiers and consent choices;
• marketing-attribution information, such as the referring website, landing page, campaign, source, medium, search or ad identifiers and the page or form used;
• feedback, survey responses and review activity; and
• business contact details where you enquire or act on behalf of an organisation.

Please do not send sensitive information unless it is genuinely needed. If you tell us about a disability, health matter or another sensitive circumstance because it affects access, safety or the service you require, we will restrict its use to what is necessary and apply the appropriate lawful condition.

3. Information needed to provide a service

Fields marked as required on an enquiry or booking form are needed so that we can respond, prepare a quotation or arrange the requested service. You are not legally required to make an enquiry, but if you do not provide the information reasonably needed for a quotation, booking, payment, insurance or safe service delivery, we may be unable to proceed.

4. Where information comes from

We usually receive information directly from you through website forms, telephone calls, email, live chat, surveys, property visits or face-to-face discussions. We may also receive relevant information from someone arranging a service for you, comparison or referral websites, insurers, agents, employers, social networks, payment providers, public authorities, or other organisations involved in your move, storage or related service.

5. How and why we use your information

Where we rely on legitimate interests, those interests include running and improving our business, understanding which services and advertising are effective, protecting our systems and legal rights, and providing relevant customer service. We balance those interests against your rights and reasonable expectations.

6. Advertising and enquiry attribution

When you visit after clicking an advert or link, we may record attribution details such as campaign, source, medium, search or ad identifiers, referral page and landing page. If you then contact us, request a quotation or book a service, we may link those details to the enquiry, quotation, booking status and value in our customer-management and reporting systems. This allows us to understand which advertising and website journeys generate genuine enquiries and bookings, calculate performance, reduce wasted advertising and improve our services.

Access to identifiable attribution reports is limited to authorised staff and service providers. Wherever practical, reporting uses reference numbers, aggregated results or other minimised data rather than names or full contact details. Attribution information is not used to make decisions that produce legal or similarly significant effects about you.

7. Cookies, analytics and advertising technologies

We use necessary cookies to operate the website and remember privacy choices. With your consent, we may also use analytics, session-insight and advertising technologies to understand use of the website, measure campaigns and improve pages and forms. These may include services provided by Google and, on some parts of the website, Microsoft Clarity.

Non-essential technologies are not intended to be used until you have made the relevant choice through our cookie controls. You can reject them or change your preferences at any time through the cookie settings available on the website. Withdrawing consent does not affect the lawfulness of processing before withdrawal.

8. Calls, recordings and AI-assisted processing

We may record calls and create transcripts for customer service, quality assurance, staff training, dispute resolution and service improvement. Recording and transcript metadata can include the date, time, duration, caller number and staff member involved.

Approved AI tools may help authorised staff produce summaries, redact information, identify coaching opportunities and support agents during or after calls. We do not use this processing to make solely automated decisions that have legal or similarly significant effects on you. Where card information is taken by telephone, recording is paused or the payment is handled through an appropriate payment process.

Our usual lawful basis is our legitimate interest in quality, training, accurate records and efficient service. You may object to this processing. If you do not want a call recorded or analysed, tell the agent at the start of the call; this will not affect the service you receive.

9. Marketing and reviews

Operational messages about an enquiry, quotation, booking or service are not marketing. We may send marketing about relevant services where you have consented or where the law otherwise allows us to do so. Marketing consent is optional and is separate from accepting service terms or acknowledging this privacy notice.

You can stop marketing at any time by using an unsubscribe link or contacting us. We may keep a minimal suppression record so that we can respect your choice. We may invite customers to provide feedback through services such as Google or Trustpilot and will provide the information needed for the invitation only where lawful.

10. Who we share information with

We share only what is reasonably necessary with:

• companies within our group where they help answer an enquiry or provide an agreed service;
• drivers, surveyors, contractors, agents, storage facilities and other suppliers involved in providing the service;
• website, hosting, email, backup, live-chat, customer-management, scheduling, telephony, analytics, advertising and technical-support providers;
• payment processors, banks, accountants, auditors and debt-recovery providers;
• insurers, claims handlers, professional advisers and dispute-resolution bodies;
• review platforms where we lawfully request feedback;
• regulators, HMRC, courts, law-enforcement bodies or other authorities when required; and
• a buyer, seller or adviser in connection with a proposed business reorganisation or sale, subject to appropriate safeguards.

Relevant providers may include Contact Form 7 and Flamingo for website enquiries, Moveware or other customer-management systems, Google services, Microsoft Clarity, LiveChat, Cisco Webex, Microsoft Presidio, Anthropic services used for approved AI-assisted processing, and email or hosting providers. Provider use can change; we assess access and contractual requirements before using a provider to process personal information.

We do not sell personal information.

11. International access and transfers

Some suppliers, group support functions or authorised contractors may store or access information outside the UK, including in the United States or Mexico. Where UK transfer rules apply, we use an applicable UK adequacy regulation, the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful safeguard or exception. We also use proportionate contractual, access-control and security measures. You may contact us for more information about the safeguard relevant to your information.

12. How long we keep information

• Customer and service records: normally for up to seven years after the relationship ends where needed for accounts, tax, insurance, complaints or legal claims.
• Unsuccessful enquiries and quotations: only while reasonably needed to follow up the enquiry, understand service demand, resolve questions and defend potential claims; these records are reviewed under our retention schedule.
• Call recordings and transcripts: normally 12 months, unless a complaint, claim, legal duty or investigation requires longer retention. Truly anonymised training excerpts may be kept longer.
• Website-form records and delivery-backup copies: only for as long as needed to confirm receipt, investigate delivery problems, maintain security and resolve an enquiry, after which they are deleted or anonymised under our retention process unless they form part of a customer or legal record.
• Marketing records: until you withdraw consent or object, with a minimal suppression record retained where necessary to honour that choice.
• Analytics and advertising data: according to the configured retention periods of the relevant service and our continuing need for campaign measurement; reports are aggregated or anonymised where practical.

We may delete or anonymise information sooner when it is no longer needed. We may retain it longer where required by law or necessary for a complaint, claim, fraud-prevention measure or legal proceedings.

13. Security

We use proportionate technical and organisational measures to protect information, including restricted access, confidentiality obligations, secure connections and controls appropriate to the systems involved. No internet or storage system is completely secure, but we review access and work with providers to reduce risk.

14. Your rights

Depending on the circumstances, you may have the right to:

• ask for access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase information or restrict its use;
• object to processing based on legitimate interests and object at any time to direct marketing;
• receive certain information in a portable format;
• withdraw consent at any time where processing relies on consent; and
• complain to the Information Commissioner’s Office.

To exercise a right, contact info@aussiemanandvan.com. We may need information to confirm your identity. Rights are not absolute in every situation, and we will explain if an exemption applies.

15. Complaints

Please contact us first if you have a concern so that we can try to resolve it. You may also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint/ or telephone 0303 123 1113.

16. Changes to this notice

We review this notice when our services, suppliers or use of personal information changes. The date at the top shows when it was last updated. Material changes will be brought to people’s attention where appropriate.