Waste Collection West Hampstead Privacy Policy

This Privacy Policy explains how Waste Collection West Hampstead collects, uses, stores and shares personal data when providing waste collection and related services. It applies to all Waste Collection West Hampstead customers and prospective customers within the West Hampstead area, as well as anyone who contacts us in relation to our services.

We are committed to protecting your privacy and handling your personal data in a lawful, fair and transparent manner in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Who We Are and How To Contact Us

Waste Collection West Hampstead is the controller of your personal data when you use our services or communicate with us. This means we decide how and why your personal data is processed.

If you have any questions about this Privacy Policy or about how we handle your personal data, you can contact us using the details provided on our usual customer correspondence channels and service documentation.

Personal Data We Collect

We collect and process different categories of personal data depending on how you interact with us. The types of personal data we may collect include:

Identification and contact details such as your name, address, service address, postcode, telephone number and email address.

Service and contract information such as details of the waste collection services you request or receive, service frequency, access arrangements to your premises, billing preferences and correspondence relating to your account.

Payment and billing data such as payment method, bank or card details processed through secure payment processors, invoices, payment history, and records of any outstanding balances.

Communication data such as records of your communications with us by phone, email, online forms, or other channels, including any complaints, enquiries or feedback.

Usage and operational data such as booking dates and times, collection logs, notes recorded by our drivers or customer service team regarding access to your property or specific service instructions, and information necessary to deliver and manage our services.

How We Collect Your Data

We usually collect personal data directly from you when you:

Request a quote or place an order for waste collection services.

Set up or manage an account with us.

Contact us by phone, email or through other communication channels.

Make a payment or request a refund.

Provide feedback or submit a complaint.

We may also receive personal data indirectly when it is provided by another party in connection with providing you with services, for example by a landlord, property manager, business representative, or local authority that arranges waste collection on your behalf.

Lawful Basis for Processing Your Data

We only process your personal data when we have a lawful basis to do so under data protection law. The main lawful bases we rely on are:

Contract performance. We process personal data when it is necessary to enter into or perform a contract with you. This includes setting up your service, communicating with you, collecting payments, and providing ongoing customer support.

Legal obligation. We may need to process and retain certain personal data to comply with legal and regulatory requirements, such as accounting, tax and waste management regulations.

Legitimate interests. We may process your personal data when it is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. This may include improving our services, managing our relationship with you, preventing fraud, securing our systems and vehicles, and handling queries or complaints.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of optional marketing communications. Where we rely on consent, you can withdraw it at any time by contacting us using the details we provide in our communications.

How We Use Your Personal Data

We may use your personal data for the following purposes:

To provide and manage waste collection and related services you have requested.

To create and administer your customer account and service records.

To manage billing, process payments and recover any outstanding sums.

To communicate with you about service arrangements, collection schedules, changes to services, and customer support issues.

To handle complaints, disputes and enquiries and to improve our customer service.

To maintain accurate records for accounting, tax and regulatory compliance.

To plan routes and manage our fleet and staff for efficient and safe service delivery.

To protect our business, staff, customers and the public by detecting and preventing misuse, fraud or other unlawful activity.

To send you information about our services that may be relevant to you, where we are permitted to do so and subject to your marketing preferences.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties when it is necessary for the purposes described in this Privacy Policy and where there is a lawful basis. These third parties may include:

Service providers who act as data processors on our behalf, such as payment processors, IT system providers, route planning and scheduling software providers, secure data storage providers, and customer communication platforms. These processors are only permitted to process your data in accordance with our instructions and must keep it secure.

Professional advisers, such as accountants, auditors, legal advisers and insurers, where necessary for our legitimate interests and compliance with legal obligations.

Regulators, law enforcement agencies, courts or other public authorities where we are required or permitted by law to do so.

Where we use data processors, we enter into written agreements that require them to protect your personal data and to process it only for the purposes for which it was shared.

International Transfers

In some cases, personal data may be transferred to and processed in countries outside the United Kingdom. Where this happens, we will ensure that appropriate safeguards are in place to protect your personal data, such as using standard contractual clauses or transferring to countries that have been deemed to provide an adequate level of data protection.

Data Retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, including for satisfying any legal, accounting or reporting requirements.

In determining the appropriate retention period, we consider the nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process the data, and whether we can achieve those purposes through other means.

As a general guide, we retain customer account and service data for as long as you are an active customer and for a period after your account is closed to respond to queries, handle disputes and comply with legal obligations. Financial and transaction records are usually retained for the statutory periods required for tax and accounting purposes.

When the retention period expires, we will either securely delete or anonymise your personal data so that it can no longer be associated with you.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include access controls, staff training, secure storage and regular review of our security practices.

While we work hard to protect your personal data, no system can be guaranteed to be completely secure. You also play an important role in keeping your information safe by keeping account details and communication with us secure.

Your Data Protection Rights

As a data subject, you have certain rights in relation to your personal data under data protection law. These rights include:

Right of access. You have the right to request a copy of the personal data we hold about you and to obtain information about how we process it.

Right to rectification. You have the right to ask us to correct any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected and we have no other legal basis to retain it.

Right to restriction. You may have the right to request that we restrict the processing of your personal data in certain situations, such as when you contest its accuracy.

Right to data portability. Where our processing is based on consent or contract and carried out by automated means, you may have the right to receive the personal data you provided to us in a structured, commonly used and machine readable format and to transmit it to another controller.

Right to object. You have the right to object to processing based on our legitimate interests and to object at any time to the processing of your personal data for direct marketing purposes.

Rights in relation to automated decision making. You have the right not to be subject to a decision based solely on automated processing, including profiling, that produces legal effects for you or significantly affects you, unless certain conditions apply.

You can exercise your rights by contacting us using the contact details provided in our customer communications. We may need to verify your identity before responding to your request. We will handle all requests in accordance with applicable data protection laws and within required timeframes.

Complaints

If you are unhappy with how we handle your personal data, we ask that you contact us first so we can try to resolve your concerns. You also have the right to lodge a complaint with the UK Information Commissioners Office or another relevant supervisory authority.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. The updated version will apply from the date it is published. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.