Privacy Policy for Waste Collection Paddington Customers

This Privacy Policy explains how Waste Collection Paddington collects, uses, stores and protects personal data relating to customers in our service area. It also describes your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Waste Collection Paddington customers and prospective customers within our operating area, including individuals, households and business clients who contact us, request quotations, or use our waste collection and related services.

By using our services or contacting us, you acknowledge that you have read and understood this Privacy Policy. We may update this Privacy Policy from time to time, and any changes will apply from the date of publication.

Who We Are and How to Contact Us

Waste Collection Paddington is a waste management service provider operating within the Paddington area and surrounding neighbourhoods. For the purposes of data protection law, we are the data controller of the personal data described in this Privacy Policy, which means we decide how and why your personal data is used.

If you have any questions about this Privacy Policy, how we handle your personal data, or if you wish to exercise any of your rights, you can contact our data protection contact by using the contact details provided on our main customer correspondence or by contacting our customer service team directly.

Personal Data We Collect

We only collect personal data that is necessary for us to provide and improve our services, manage our business operations and comply with our legal obligations. The types of personal data we may collect include:

Identity and contact details, such as your name, title, address, service location address, email address and telephone number.

Service and contract information, such as details of the services you have requested or received, service frequency, access instructions, bin or container information, service history and customer support interactions.

Billing and payment information, such as invoice details, billing address, payment status and payment method information. If you pay by card or direct debit, your card or bank details may be processed securely by our payment processors; we do not store full card details on our own systems.

Technical and usage information, such as information about how you use our website or online tools, including your IP address, browser type and access times, where this is collected using cookies or similar technologies. Further details about cookies may be made available separately.

Communication records, including emails, telephone call notes, messages you send us and any feedback or complaints you submit.

How We Collect Your Personal Data

We generally collect personal data directly from you in the following ways:

When you contact us by phone, email or online to request a quote, make a booking or ask a question.

When you enter into a contract with us for waste collection or related services.

When you interact with our website, online booking forms or customer portals.

When you respond to our marketing or customer satisfaction communications.

We may also receive personal data about you from third parties, for example from referral partners, property managers or business partners who arrange services on your behalf, or from payment processors confirming payment status.

Lawful Basis for Processing Your Data

We will only use your personal data where we have a lawful basis for doing so under data protection law. Depending on the context, we will rely on one or more of the following lawful bases:

Performance of a contract. We process your personal data to take steps at your request before entering into a contract, to set up and manage your account, provide waste collection services, issue invoices and manage any service-related queries or complaints.

Legitimate interests. We process certain personal data where it is necessary for our legitimate business interests and these interests are not overridden by your rights and freedoms. This may include managing and improving our services, planning collections and routes, ensuring site and staff safety, preventing fraud, handling customer service, and sending you information about similar services to those you already receive, where the law allows.

Legal obligations. We process personal data when this is necessary to comply with legal or regulatory obligations, including tax and accounting requirements, health and safety obligations and record-keeping requirements relating to waste transfer, environmental regulations and related matters.

Consent. In limited circumstances we may rely on your consent, for example for certain types of direct marketing or where required in relation to certain cookies or analytics technologies. When we rely on consent, you can withdraw it at any time using the contact details set out in this Privacy Policy or by using any unsubscribe options we provide.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide waste collection and related services you request, including arranging bookings, scheduling and performing collections, managing access requirements and responding to service queries.

To set up, administer and manage your customer account, including invoicing, payment processing, debt collection where necessary and maintaining service records.

To communicate with you about your services, including service updates, appointment reminders, route changes, changes to terms and conditions and important safety or operational notices.

To manage our relationship with you, including handling feedback, resolving complaints and addressing any disputes.

To improve, develop and manage our business, including service planning, driver and vehicle routing, staff training, quality control and operational efficiency analysis.

To comply with legal, regulatory and governance obligations, including maintaining records required by tax, environmental and waste management regulations.

To send you marketing communications about our services where we are legally permitted to do so and where you have not opted out of receiving such communications.

Data Retention

We keep your personal data only for as long as is necessary for the purposes described in this Privacy Policy or as required by law. The specific retention period will depend on the type of data and the purposes for which it is processed.

Generally, we will retain customer account and service records for the duration of your relationship with us and for a reasonable period afterwards to deal with any queries, complaints or legal claims. Financial and transactional records, including invoices and payment information, are usually kept for a minimum period required by tax and accounting laws.

Where we no longer need your personal data, we will securely delete or anonymise it so that it can no longer be associated with you.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes outlined in this Privacy Policy and where they are subject to appropriate confidentiality and data protection obligations.

These third parties may include:

Service providers and data processors who supply us with services such as IT hosting and support, customer relationship management systems, route planning tools, contact centre services, email and text messaging platforms and payment processing services.

Professional advisers such as accountants, auditors or legal advisers where sharing is necessary for the provision of their services.

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

Where we use data processors, they process your personal data on our instructions and are not permitted to use it for their own purposes. We take steps to ensure that any third party with whom we share personal data keeps it secure and processes it in compliance with data protection law.

International Data Transfers

In some cases, the service providers we use may be located outside the United Kingdom or the European Economic Area. Where this is the case, and where the destination country has not been recognised as providing an adequate level of data protection, we will ensure that appropriate safeguards are in place, such as standard contractual clauses approved by the relevant authorities, or other legally permitted transfer mechanisms.

Your Data Protection Rights

As a customer of Waste Collection Paddington within our service area, you have a number of rights in relation to your personal data, subject to certain legal conditions and exceptions. These include:

The 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 certain information about how we use it.

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

The right to erasure. In certain circumstances, you may have the right to request that we delete your personal data, for example where we no longer need it 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 restriction of processing. You may have the right to request that we limit the way we use your personal data in certain situations, for example while we consider a request you have made to correct your data.

The right to data portability. In certain circumstances, you have the right to receive your personal data in a structured, commonly used and machine-readable format and to request that we transmit it to another controller where this is technically feasible.

The right to object. You have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis, including profiling based on those interests. You also have the absolute right to object at any time to the processing of your personal data for direct marketing purposes.

The right not to be subject to decisions based solely on automated processing, including profiling, where these produce legal effects concerning you or similarly significantly affect you, unless certain conditions apply.

You can exercise any of these rights by contacting us using the contact details provided in this Privacy Policy. We may need to confirm your identity before responding to your request.

How to Complain

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

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or the way we process personal data. When we make significant changes, we will take reasonable steps to inform you, for example by updating the version published on our customer information materials or by notifying you directly where appropriate. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.