Waste Removal Brentford Privacy Policy

This Privacy Policy explains how Waste Removal Brentford collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Waste Removal Brentford customers and service users within our operating area, including individuals, households and business clients who contact us, request a quote, or use our waste removal services.

We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act 2018. We process personal data lawfully, fairly and transparently, and we only collect information we genuinely need to deliver and manage our services.

Who we are and how to contact us

Waste Removal Brentford is the data controller for the personal data described in this Privacy Policy. If you have any questions about how we handle your information or wish to exercise your data protection rights, you can contact us using the details provided on our website or through any of our published contact channels.

Personal data we collect

We may collect and process the following categories of personal data:

Identification data such as your name, title and, where relevant, the name and contact details of a business contact person.

Contact details including billing address, service address, email address, telephone and mobile numbers.

Service information such as details of your waste removal requirements, access instructions, property type, preferred dates and times, and any notes you provide about the job.

Billing and payment information such as invoice details, payment status and payment method. We do not store full card details when payment is processed via a secure payment provider.

Communication records such as emails, telephone notes, messages and any feedback or complaints you send us.

Technical and usage data such as basic device or browser information, and information about how you interact with our website, where this is provided to us through cookies or similar technologies.

How we collect your data

We collect personal data directly from you when you contact us by phone, email or through an online form to request information, ask for a quote, make a booking or communicate with us about an existing service. We may also collect data when you sign up for updates, provide feedback or leave a review.

We may receive limited personal data from third parties such as online directories, comparison or referral partners where you have asked to be connected with local waste removal services. In such cases, those third parties are responsible for ensuring they lawfully share your details with us.

Lawful bases for processing

We only process your personal data when we have a lawful basis to do so. Depending on the context, our lawful bases include:

Contract: We process your data when it is necessary to provide a quote, set up your booking, deliver waste removal services and manage your account, including handling payments and customer service.

Legal obligation: We may need to process and retain certain information to comply with applicable laws, tax and accounting requirements or waste transfer and environmental regulations.

Legitimate interests: We may process your data where it is necessary for our legitimate business interests and where these are not overridden by your rights. Examples include responding to enquiries, improving our services, managing and protecting our business, and keeping records of past jobs for reference and safety.

Consent: In some circumstances, such as certain types of marketing communications, we rely on your consent. You can withdraw your consent at any time by contacting us using our published contact details.

How we use your personal data

We use the personal data we collect for the following purposes:

To provide quotes, schedule collections and deliver waste removal and related services at the correct address and time.

To manage our relationship with you, including confirming bookings, sending service updates, handling queries and complaints, and providing customer support.

To issue invoices, process payments, manage refunds where applicable, and maintain accurate accounting and financial records.

To comply with legal and regulatory obligations in relation to waste management, health and safety, and tax and accounting rules.

To improve our services, training and quality assurance, for example by reviewing feedback and communication records.

To send you marketing information about similar services that may be of interest to you, where we are permitted to do so, and always with the ability to opt out.

Data sharing and processors

We do not sell your personal data. We may share your information with carefully selected third parties who act as data processors and who provide services that help us operate our business. These may include:

IT and hosting providers who store our records and ensure our systems operate securely and reliably.

Payment processors who handle card or online payments on our behalf in a secure manner.

Customer management, booking or invoicing system providers who support the administration of our services.

Professional advisers such as accountants or legal advisers where this is necessary for compliance, governance or dispute resolution.

Where we use processors, they are required to process your data only on our instructions, to keep it secure and confidential, and to comply with data protection legislation. We may also share data with law enforcement, regulators or other authorities where we are legally required to do so.

International transfers

Some of our processors or their support services may be located outside the United Kingdom. Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to protect your information to the standards required by applicable law.

Data retention

We keep personal data only for as long as it is reasonably necessary for the purposes for which it was collected, and to meet any legal, regulatory, tax or accounting requirements.

In general, enquiry and booking records, invoices and related information are retained for a period consistent with legal limitation and tax rules. After the relevant retention period expires, we will securely delete or anonymise the data so it can no longer be associated with you.

Data security

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, alteration or disclosure. These measures include access controls, staff training, secure storage and the careful selection of our service providers.

While we take reasonable steps to safeguard your information, no system can be guaranteed to be completely secure. If we become aware of a personal data breach that is likely to result in a high risk to your rights and freedoms, we will notify you and the relevant supervisory authority where required.

Your data protection rights

If you are a Waste Removal Brentford customer or service user in our operating area, you have a number of rights under data protection law. Subject to certain conditions and exemptions, these include:

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

The right of access, which allows you to request a copy of the personal data we hold about you and certain information about how we process it.

The right to rectification, which allows you to ask us to correct inaccurate or incomplete personal data.

The right to erasure, sometimes known as the right to be forgotten, which allows you to request the deletion of your personal data in specific circumstances.

The right to restrict processing, which allows you to limit how we use your data in certain situations.

The right to data portability, which allows you to request that we provide certain personal data to you or to another controller in a structured, commonly used and machine readable format.

The right to object to processing, including the right to object at any time to processing carried out on the basis of legitimate interests, and the right to object to direct marketing.

You also have rights related to automated decision making and profiling where these are carried out solely by automated means and have legal or similarly significant effects on you. Waste Removal Brentford does not currently use your personal data for automated decision making that produces such effects.

To exercise any of your rights, please contact us using our published contact details. We may need to verify your identity before we can respond to your request. We aim to respond within the timescales set by law.

Complaints and supervisory authority

If you have concerns about how we handle your personal data, we encourage you to contact us first so we can address your concern. You also have the right to lodge a complaint with the UK data protection supervisory authority. Details of how to do this are available directly from that authority.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or how we process personal data. Any updates will be published with a new effective date. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.