Waste Removal Surrey Customer Privacy Policy

This Privacy Policy explains how Waste Removal Surrey collects, uses, stores and protects personal data relating to our customers. It applies to all individual and business customers who use our waste removal and related services within Surrey. We are committed to complying with the UK General Data Protection Regulation, the Data Protection Act 2018 and all applicable privacy laws.

By contacting us, requesting a quotation, booking a collection or using any of our services, you acknowledge that you have read and understood this Privacy Policy.

Who We Are And How To Contact Us

Waste Removal Surrey is a waste management service provider operating throughout Surrey. For the purposes of data protection law, we act as the data controller in relation to the personal data described in this Privacy Policy.

If you have any questions about this Privacy Policy or about how we handle your personal data, you can contact our data protection contact point by writing to our registered office or by using the contact details provided on our usual correspondence.

What Personal Data We Collect

We collect and process only the personal data that is necessary for the provision and administration of our services. This may include the following categories of data:

Identification and contact details, such as your full name, business name where relevant, address, service location addresses, email address and telephone numbers.

Service and contract information, such as details of the services requested, quotations given, bookings, collection notes, photographs of waste and property where necessary to evidence service delivery, and any related communications.

Payment and billing information, such as invoicing address, payment method, partial bank or card details as processed through our payment processors, payment status and transaction history.

Communication records, such as emails, call notes and messages exchanged with us when you make enquiries, request quotes, provide feedback or make complaints.

Technical and usage data, such as basic device and browser information, date and time of visits to our website, and information about how you interact with our website and online forms, collected through standard logging and analytics tools.

In the majority of cases, personal data is obtained directly from you. We may also receive data from third parties, such as referral partners or online listing services, where you have chosen to share your details with them for the purpose of being introduced to local waste removal services.

Lawful Basis For Processing Your Data

We process your personal data only where we have a lawful basis for doing so under UK GDPR. Depending on the specific activity, the lawful basis will typically be one or more of the following:

Contract. We need to process your data to enter into or perform a contract with you. This includes taking steps at your request before entering into a contract, such as providing quotations, and fulfilling our obligations in relation to waste collection and related services.

Legal obligation. We may process and retain certain information where we are required to do so under applicable law, such as tax, accounting and environmental regulations.

Legitimate interests. We may process your personal data where it is necessary for our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. Our legitimate interests include managing and improving our services, handling enquiries and complaints, keeping appropriate business records, and promoting our services to existing and past customers.

Consent. In limited circumstances, we may rely on your consent, for example for certain forms of direct marketing not covered by legitimate interest. Where we rely on consent, you have the right to withdraw that consent at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide and manage services. This includes processing enquiries, supplying quotations, scheduling collections, carrying out waste removal, issuing invoices and taking payment.

To communicate with you. We use your contact details to respond to questions, confirm bookings, send service updates, request feedback and manage any complaints or disputes.

To manage our business and improve services. We may analyse aggregated service and usage data to improve route planning, customer service, staff training and safety procedures.

To comply with legal and regulatory duties. We may use and retain records necessary to demonstrate compliance with tax, accounting and environmental regulations, and to respond to requests from competent authorities where required by law.

To send marketing communications. Where permitted by law and in line with your preferences, we may use your contact details to inform you about services and offers that may be relevant to you. You can opt out of such communications at any time by following the instructions in our correspondence or contacting us directly.

Data Sharing And Processors

We do not sell your personal data. We may share your data with third parties where necessary for the purposes described above, and always in accordance with data protection law.

Service providers. We may share data with trusted third party suppliers who provide services to us, such as IT hosting, email and communication platforms, payment processing, accounting support, route planning tools and customer relationship management systems. These organisations act as data processors and may only process your personal data on our documented instructions and for specified purposes. They are required to implement appropriate security measures and to maintain confidentiality.

Professional advisers. We may share data with legal advisers, accountants, insurers and other professional advisers where reasonably necessary in the course of obtaining professional advice, managing risks or asserting or defending legal claims.

Authorities and regulators. We may disclose personal data to law enforcement agencies, regulatory bodies or public authorities if required by law or where we believe disclosure is reasonably necessary to comply with a legal obligation or to protect our rights or the rights, property or safety of others.

In the event of a business transfer, such as a merger or acquisition affecting Waste Removal Surrey, personal data may be transferred to the new owner or entity as part of the transaction, but will remain subject to the protections described in this Privacy Policy.

We do not routinely transfer personal data outside the United Kingdom. If any international transfer is required, we will ensure that appropriate safeguards are in place in accordance with applicable law.

Data Retention

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

In general, we keep customer contract and billing records for a period required to satisfy tax and accounting obligations, usually up to seven years from the end of the financial year in which our relationship with you ends. Operational records, such as collection notes and photographs, may be kept for shorter periods, depending on business needs and regulatory requirements.

Where we rely on consent or legitimate interest for direct marketing, we will retain your contact details for marketing purposes until you opt out, withdraw consent or we determine that your details are no longer accurate or necessary for this purpose.

When we no longer need personal data, we will securely delete or anonymise it.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights are subject to certain conditions and exemptions. You may exercise these rights by contacting us using our usual contact details.

Right of access. You have the right to obtain confirmation as to whether we process your personal data and, if so, to receive a copy of that data and certain other information.

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

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

Right to restriction. You may ask us to restrict the processing of your personal data in certain situations, such as while we review a request to rectify inaccurate data.

Right to object. Where we rely on legitimate interests to process your data, you have the right to object to that processing on grounds relating to your particular situation. You always have the right to object to the use of your personal data for direct marketing.

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

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

You also have the right to lodge a complaint with the relevant supervisory authority if you consider that your personal data has been processed in a way that does not comply with data protection law. We encourage you to contact us first so that we can attempt to resolve any concerns.

Security Of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse, alteration or disclosure. Measures may include access controls, secure storage, staff training and regular review of our data handling practices. While we take reasonable steps to protect your information, no system can be completely secure and we cannot guarantee absolute security.

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or data protection guidance. Any updated version will apply to all customers in Surrey from the date it is published. We recommend that you review this Privacy Policy periodically to stay informed about how we handle your personal data.