Waste Collection Hampstead Privacy Policy

This Privacy Policy explains how Waste Collection Hampstead collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Waste Collection Hampstead customers and service users in the Hampstead area, including individuals, households and businesses that contact us, request a quote, or use our waste collection and related services.

We are committed to processing personal data in accordance with the UK General Data Protection Regulation GDPR, the Data Protection Act 2018 and any other applicable data protection laws. This Privacy Policy describes what information we collect, the lawful bases on which we process it, how long we keep it, and the rights you have in relation to your personal data.

Data controller details

The data controller responsible for your personal data is Waste Collection Hampstead. We determine the purposes and means of processing personal data for customers in Hampstead and the surrounding area. 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 communications and invoices.

Personal data we collect

We collect and process different types of personal data depending on your relationship with us and the services you use. The types of personal data we may collect include:

Identification and contact details such as name, title, postal address, service address, billing address, email address and telephone numbers.

Service and account information such as details of the waste collection or related services you request, collection frequency, access instructions, contact preferences, customer reference numbers and records of communications with you.

Payment and billing information such as billing address, partial payment card details where relevant as processed by our payment service provider, bank details when you make a bank transfer or set up standing orders, and records of payments, invoices and credit notes.

Usage and communication data such as records of emails, telephone calls, text messages or other communications with you, including enquiries, service requests, complaints and feedback.

Technical information when you visit our website such as IP address, device type, approximate location, and information provided by cookies or similar technologies where applicable and only in accordance with relevant consent requirements.

We only collect personal data that is relevant and necessary for the purposes described in this Privacy Policy.

How we collect personal data

We collect personal data directly from you when you contact us by phone, email or through our website to request information, a quotation or a service, when you enter into a contract with us, and when you communicate with us in relation to your account or our services.

We may also collect personal data indirectly from third parties where this is necessary for providing our services or managing our business, for example from payment service providers, business directories, commercial partners or publicly available sources. Any such data is handled in line with applicable data protection laws.

Purposes and lawful bases for processing

We process your personal data only where we have a lawful basis under GDPR. The main purposes and lawful bases are:

To provide and manage our services. We process your contact details, service and account information, and payment data to set up and manage your contract, schedule collections, issue invoices, take payments, handle queries and provide customer support. The lawful basis is performance of a contract or taking steps at your request prior to entering into a contract.

To comply with legal obligations. We process certain personal data to meet our legal and regulatory obligations, for example for tax, accounting, record keeping, health and safety requirements and responding to lawful requests from public authorities. The lawful basis is compliance with a legal obligation.

To manage our business and improve services. We may use personal data such as service and communication records for internal administration, quality control, staff training, service optimisation, and to develop new services. Where this involves personal data that is not strictly necessary for the performance of a contract or legal obligation, our lawful basis is our legitimate interests in running and improving our business, provided that these interests are not overridden by your rights and interests.

To communicate with you about services. We may contact you with important information about your existing services, changes to terms, service disruptions or updates. The lawful basis is performance of a contract or our legitimate interests in keeping customers informed about their services.

Marketing communications. We may use your contact details to provide information about similar services or offers that may be of interest to you. Wherever required by law, we will obtain your consent before sending direct marketing by electronic means, and you can withdraw your consent or opt out of marketing at any time.

Sharing personal data and processors

We do not sell your personal data. We may share your personal data with selected third parties where this is necessary for the purposes described above and where appropriate safeguards are in place.

We may share personal data with service providers acting as data processors who provide services on our behalf, such as payment processing, IT and systems support, website hosting, customer relationship management systems, email and communication platforms, and professional advisers such as accountants or legal advisers. These processors are only permitted to process your personal data in accordance with our instructions and for the relevant purposes. They are required to implement appropriate technical and organisational measures to protect your data.

We may also share personal data with public authorities, regulators, law enforcement agencies or other third parties where we are required to do so by law, regulation or court order, or where disclosure is necessary to establish, exercise or defend legal claims.

If we are involved in a business reorganisation, merger, acquisition or transfer of business, personal data may be transferred as part of that process, always in accordance with data protection laws and, where required, with appropriate notification to you.

International transfers

Where we use third party service providers located outside the United Kingdom or the European Economic Area, your personal data may be transferred internationally. In such cases we will ensure that appropriate safeguards are in place to protect your data, such as adequacy regulations, standard contractual clauses or other legally recognised transfer mechanisms.

Data retention

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

Customer account and service data, including contact details, service history and invoices, are typically retained for the duration of your contract and for a period after the end of the contract, usually up to six years, to comply with legal obligations and to enable us to deal with any queries or disputes.

Information collected for marketing purposes is kept until you withdraw your consent or object to processing, or until it is no longer necessary for the purpose for which it was collected.

We regularly review the personal data we hold and securely delete or anonymise data that is no longer required.

Data security

We implement appropriate technical and organisational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include access controls, secure storage, staff training and policies governing the use and handling of personal data. While we take reasonable steps to protect your data, no system can be completely secure and we cannot guarantee absolute security.

Your data protection rights

Under GDPR and applicable data protection laws, you have certain rights in relation to your personal data. These include:

The right to be informed about how your personal data is collected and used, which is the purpose of this Privacy Policy.

The right of access to obtain confirmation as to whether we process your personal data and, if so, to receive a copy of that data and related information.

The right to rectification to have inaccurate or incomplete personal data corrected or completed.

The right to erasure in certain circumstances, for example where the data is no longer necessary for the purposes for which it was collected, where you withdraw consent and there is no other legal basis for processing, or where you successfully object to processing. This right is subject to legal and contractual limitations.

The right to restrict processing in certain circumstances, for example while we are verifying the accuracy of data or considering an objection.

The right to data portability in certain cases, allowing you to receive personal data that you have provided to us in a structured, commonly used and machine readable format and to transmit that data to another controller, where the processing is based on consent or contract and carried out by automated means.

The right to object to processing based on our legitimate interests, including profiling related to such interests, and to object at any time to processing for direct marketing purposes.

The right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you, subject to certain exceptions.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe that your data protection rights have been infringed.

Exercising your rights

If you wish to exercise any of your rights, or if you have questions or concerns about how we handle your personal data, you can contact us using the contact details shown on our main communications and invoices. We may need to verify your identity before responding to your request, and we will respond within the timeframes required by law.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or services. Any significant changes will be communicated through our usual customer communication channels or made available on our website. The updated version will take effect from the date it is published. We encourage you to review this Privacy Policy periodically to stay informed about how we process and protect your personal data as a Waste Collection Hampstead customer in the Hampstead area.