Waste Removal Wandsworth Privacy Policy

This Privacy Policy explains how Waste Removal Wandsworth collects, uses, stores and protects personal data relating to our customers. It applies to all Waste Removal Wandsworth customers within our service area in and around Wandsworth, including individuals, households, landlords, businesses and other organisations that use our waste removal and related services.

We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy is intended to provide clear and transparent information about what personal data we process, why we process it, and the rights you have in relation to that data.

Who we are and how to contact us

Waste Removal Wandsworth is the controller of the personal data described in this Privacy Policy. As the data controller, we determine the purposes and means of processing your personal data in connection with the services we provide.

If you have any questions about this Privacy Policy or about how we handle your personal data, you can contact us using the contact details provided on our main customer communication channels, including our booking and enquiry channels.

Personal data we collect

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

Identification and contact details, such as your name, telephone number, email address and postal address for collection and invoicing purposes.

Service and booking details, such as the service type requested, property access information you choose to provide, preferred dates and times, and any specific instructions relevant to the waste collection.

Billing and payment information, such as payment status, invoices, and basic transaction details. If you pay by card through a payment provider, your full card details are handled directly by that provider and are not stored by us.

Communication records, such as emails, messages, call notes and feedback related to customer service, complaints, or general enquiries.

Technical and usage data, such as basic device or browser information and how you interact with our online booking or enquiry forms, where applicable. This data is typically collected using cookies or similar technologies for essential operation and service improvement.

Purposes and lawful bases for processing

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

To provide our services. We use your identification, contact and service details to create bookings, collect waste, issue invoices and manage ongoing customer relationships. The lawful basis for this processing is contract, as it is necessary for the performance of a contract or to take steps at your request before entering into a contract.

To manage payments and accounting. We process billing and transaction information to take payment, manage accounts, handle refunds and comply with our financial and tax obligations. The lawful bases are contract and legal obligation.

To communicate with you. We process your contact details and communication records to respond to enquiries, send booking confirmations, notify you of changes to services, and handle complaints or disputes. The lawful bases are contract and our legitimate interests in providing effective customer service.

To improve our services and operations. We may use technical and usage data, as well as non-identifying information from feedback or complaints, to analyse performance, improve efficiency and enhance customer experience. The lawful basis is our legitimate interests in developing and improving our services.

To comply with legal and regulatory requirements. We may process and retain certain records, such as invoices and incident reports, to meet our legal obligations, respond to law enforcement or regulatory requests, or exercise or defend legal claims. The lawful basis is legal obligation and, where applicable, our legitimate interests.

We will only use your personal data for direct marketing with your consent or where permitted by law. You can withdraw your consent or object to marketing at any time.

Data retention and storage

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet any legal, accounting or reporting requirements. The exact retention period depends on the type of data and the nature of our relationship with you.

In general, customer account and booking information is retained for as long as you remain an active customer and for a period afterwards to enable us to respond to queries or disputes. Financial and transactional records are typically retained for a minimum period required by tax and accounting laws.

Communication records and service-related notes are held for a period that allows us to manage ongoing services, handle complaints and maintain accurate records of our interactions with you.

When we no longer need your personal data for the stated purposes, we will securely delete it or anonymise it so it can no longer be associated with you.

Data processors and third parties

In some cases we use trusted third party service providers to help us deliver our services and operate our business. These providers act as data processors and process personal data on our instructions only. We remain responsible for the protection of your data and ensure that processors provide appropriate safeguards.

Examples of processors and third parties we may use include payment processing providers, booking and scheduling platforms, customer relationship management systems, email and communication platforms, accountants and professional advisers, and information technology and hosting service providers.

Where we share data with such processors, we disclose only the personal data that is necessary for them to perform their services for us. We require them to keep your data secure and to comply with data protection laws, including confidentiality obligations and restrictions on using your data for their own purposes.

We do not sell your personal data. We will only share your information with other third parties, such as law enforcement or regulators, when we are legally required to do so or where it is necessary to protect our rights, your safety or the safety of others.

Where data is transferred outside the United Kingdom or the European Economic Area by a processor, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or an adequacy decision, to protect your rights.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply in most situations, subject to certain legal conditions and exemptions.

Right of access. You have the right to request confirmation that we process your personal data and to receive a copy of the personal data we hold about you, together with information about how we use it.

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

Right to erasure. In certain circumstances, you have the right to ask us to delete or remove your personal data, for example where it is no longer needed for the purposes for which it was collected. This right may be limited where we have a legal obligation or legitimate reason to keep specific data.

Right to restriction of processing. You have the right to ask us to restrict the processing of your personal data in certain situations, for example while we are verifying its accuracy or considering an objection you have raised.

Right to data portability. Where we process your personal data based on your consent or on a contract and the processing is carried out by automated means, you may have the right to receive the data in a structured, commonly used and machine readable format and to request that it is transmitted to another controller where technically feasible.

Right to object. You have the right to object to our processing of your personal data where we rely on legitimate interests as the lawful basis, including profiling related to those interests. We will stop processing unless we can demonstrate compelling legitimate grounds which override your interests, rights and freedoms, or where the processing is required for legal claims. You always have the right to object to direct marketing.

Rights related to consent. Where we rely on your consent to process your data, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

If you wish to exercise any of these rights, please contact us using our published contact details. We may need to request specific information from you to confirm your identity and ensure your right to access your personal data or to exercise any other right.

Complaints and further information

If you are concerned about how we handle your personal data, we encourage you to contact us so that we can try to resolve your concerns. You also have the right to lodge a complaint with the Information Commissioner in the United Kingdom or with your local supervisory authority, if you believe that your data protection rights have been infringed.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our internal processes or applicable laws and guidance. Any changes will take effect when the updated Privacy Policy is made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.