Rubbish Collection West Hampstead Privacy Policy

This Privacy Policy explains how Rubbish Collection West Hampstead collects, uses, stores and protects personal data relating to our customers in West Hampstead. It also describes your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Rubbish Collection West Hampstead customers and prospective customers within our service area.

Who We Are and Scope of This Policy

Rubbish Collection West Hampstead provides waste and rubbish collection services to residential and commercial customers in the West Hampstead area. For the purposes of data protection law, we act as the data controller for the personal data we collect and process in connection with supplying our services.

This Privacy Policy covers personal data processed when you contact us to request a quote, make a booking, receive our services, pay for our services, or otherwise interact with us as a customer or prospective customer in West Hampstead.

Types of Personal Data We Collect

We collect and process different categories of personal data depending on how you use our services. The main types of personal data we collect are:

Identification and contact details, such as your name, address, telephone number, email address and any other contact details you choose to provide when you request or receive our services.

Service and booking information, such as the type of rubbish collection service you request, property access information that you give us to enable us to carry out the service, preferred dates and times, and any notes relevant to safely and effectively completing the work.

Payment and billing information, such as billing address and payment details. Where necessary we may process limited card information via secure payment processors, but we do not store full card details on our own systems.

Communication records, such as emails, messages, and notes from telephone calls in which we discuss your enquiries, bookings, complaints, or feedback.

Technical and usage information, which may include basic device and usage information generated when you contact us online, such as date and time of contact and pages visited, where this is relevant for service provision and security.

How We Collect Your Personal Data

We mainly collect personal data directly from you when you contact us by phone, email, online form, or in person to arrange a rubbish collection, request information, or pay for our services. We may also receive your details when a third party, such as a landlord, letting agent, or building manager, arranges a collection on your behalf and provides your contact details so that we can deliver the service.

In some cases, we generate additional personal data as we record information necessary to manage your account, schedule collections, and handle any queries or complaints.

Lawful Bases for Processing Your Data

We process your personal data only where we have a lawful basis to do so under data protection law. Depending on the context, we rely on the following lawful bases:

Performance of a contract. We process your personal data to enter into and fulfil our agreement with you, including providing quotations, confirming bookings, carrying out rubbish collection services, and processing payments.

Compliance with legal obligations. We may process certain personal data to comply with our legal duties, for example in relation to accounting, tax records, waste transfer records, and health and safety requirements.

Legitimate interests. We may process personal data where it is necessary for our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. These interests include managing and improving our services, responding to enquiries and complaints, maintaining security, preventing fraud, and keeping reasonable records of our interactions with customers.

Consent. In limited cases, we may rely on your consent, for example if you ask us to keep your details for future contact or if you request certain forms of communication that are not strictly necessary for providing our services. Where we rely on consent, you can withdraw it at any time by contacting us.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide our rubbish collection services in West Hampstead, including arranging bookings, accessing your property with your permission, and removing rubbish as agreed.

To respond to your enquiries, provide quotations, confirm bookings, reschedule appointments, and keep you informed about the progress of your service.

To process payments, issue invoices and receipts, and manage any refunds or queries relating to payments.

To maintain our business records, including customer service history, waste collection records where required, and financial and tax records.

To manage customer relationships, handle complaints, respond to feedback, and improve the quality, safety, and efficiency of our services.

To protect our business, staff, and customers, including preventing misuse of our services and ensuring the security of our systems and operations.

Data Retention Periods

We keep personal data only for as long as necessary for the purposes for which it was collected, or to comply with legal, accounting, or reporting requirements.

Customer and service records, including basic contact and booking details, are generally retained for up to six years after the end of our relationship with you, to enable us to respond to queries, manage any disputes, and comply with legal and tax obligations.

Communication records may be kept for a shorter period where they are no longer needed, unless they form part of a customer file that must be retained for legal or contractual reasons.

Payment information is retained in line with accounting and tax requirements. We do not store full payment card details; these are handled by our payment processors.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer be linked to an identifiable individual.

Sharing Your Personal Data and Use of Processors

We do not sell your personal data. We may share it with selected third parties where necessary for the operation of our business and the provision of services, or where we are legally required to do so.

Service providers and processors. We use trusted third-party providers to support our operations, such as payment processing services, booking and scheduling systems, IT and cloud storage providers, and professional advisers such as accountants. These third parties act as data processors on our behalf, must follow our instructions, and are required to implement appropriate security measures to protect your data.

Authorities and legal obligations. We may disclose personal data where we are required to do so by law or to respond to lawful requests from public authorities, or where disclosure is necessary to establish, exercise, or defend legal claims.

Operational partners. In some circumstances, we may work with subcontractors or partner waste carriers to fulfil a collection, in which case we may share only the personal data necessary for them to carry out the service safely and in compliance with legal requirements.

We take steps to ensure that any third party with whom we share personal data protects it in a manner consistent with this Privacy Policy and applicable law.

International Transfers

Where any of our service providers or systems transfer personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent legal mechanisms, to protect your information to a standard equivalent to UK data protection law.

Data Security

We take the security of your personal data seriously. We use appropriate technical and organisational measures to protect your data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include restricted access to personal data, secure storage, regular review of our security practices, and the use of reputable service providers who meet recognised security standards.

While we strive to protect your personal data, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security but are committed to responding promptly to any suspected data security incident.

Your Data Protection Rights

Under data protection law, and subject to certain conditions and exemptions, you have the following rights in relation to your personal data:

The right of access. You can request confirmation of whether we process your personal data and obtain a copy of that data, along with information about how it is used.

The right to rectification. You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

The right to erasure. In some circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other lawful basis for processing.

The right to restrict processing. You can ask us to limit the way we use your data in certain situations, such as while we investigate a concern about its accuracy.

The right to object. You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, and we will stop processing unless we have compelling legitimate grounds to continue.

The right to data portability. Where processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a structured, commonly used, and machine readable format for transfer to another controller, where technically feasible.

You also have the right to withdraw consent at any time where we rely on consent as the legal basis for processing. Withdrawing consent does not affect the lawfulness of processing carried out before the withdrawal.

How to Contact Us and Raise Concerns

If you have any questions about this Privacy Policy, how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the details provided on our usual customer communication channels.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we use your personal data. We would, however, appreciate the opportunity to address your concerns directly first.

Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. Any changes will apply from the date the updated version is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data as a customer of Rubbish Collection West Hampstead in the West Hampstead area.