Rubbish Clearance Surrey Privacy Policy

This Privacy Policy explains how Rubbish Clearance Surrey collects, uses, stores and protects personal data relating to our customers and prospective customers. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Rubbish Clearance Surrey customers and service users within our operational areas in Surrey.

Who we are and scope of this policy

Rubbish Clearance Surrey provides waste removal and related services to residential and commercial customers. For the purposes of data protection law, we act as the data controller for the personal data we collect and use about you. This policy covers personal data collected in person, over the telephone, by email, via our website, and through any other communication or booking channels we operate.

Types of personal data we collect

We may collect and process the following categories of personal data about you when you enquire about, book, or use our services:

Identification data such as your name, title and, where relevant, business role or contact person details.

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

Service information such as property access instructions, preferred contact methods, details of waste to be collected, photos you may provide for quotation purposes, and booking history.

Payment and billing information including records of payments made, payment method used and related transaction records. We do not store full payment card details, which are processed securely by our payment service providers.

Communication records including emails, call notes, messages, complaints, enquiries, feedback and any other correspondence between you and Rubbish Clearance Surrey.

Technical data such as IP address, device information and basic usage data collected via our website for security, performance monitoring and service improvement purposes.

How we collect your personal data

We usually obtain personal data directly from you when you contact us to request a quotation, make a booking, arrange an appointment, or communicate with us about our services. This may be by phone, email, online forms or other communication methods.

We may also receive personal data from third parties where it is necessary for the performance of a service you have agreed to, such as agents acting on your behalf, property managers or commercial partners who require waste collection on your premises. In these cases we will only use your data for the purposes described in this Privacy Policy.

Lawful bases for processing your data

We will only process your personal data where we have a valid lawful basis to do so. Depending on the specific activity, we rely on the following lawful bases:

Contract: We process your data where it is necessary to enter into or perform a contract with you. This includes taking bookings, providing quotations, delivering rubbish clearance services, issuing invoices and managing your account.

Legal obligation: We may process personal data to comply with legal and regulatory obligations, including waste disposal regulations, tax and accounting requirements, and health and safety obligations.

Legitimate interests: We may process data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. Our legitimate interests may include managing our relationship with you, improving our services, preventing fraud, ensuring the security of our systems and vehicles, and handling customer queries and complaints.

Consent: In some situations, we may rely on your consent, for example for certain types of marketing communications where consent is required. Where we rely on consent, you can withdraw it at any time by contacting us using the details provided in this policy.

How we use your personal data

We may use your personal data for the following purposes:

To provide quotations, confirm bookings, allocate teams and vehicles, and deliver rubbish clearance and related services at your property or premises.

To communicate with you before, during and after the provision of services, including sending confirmations, reminders, service updates and responses to your enquiries.

To process payments, issue invoices, manage refunds if applicable, and maintain accurate financial and service records.

To manage our relationship with you, including handling feedback, resolving complaints, and providing customer support.

To comply with applicable laws and regulations, including waste transfer documentation, financial record keeping and reporting obligations.

To improve our services, operations and customer experience, for example by analysing anonymised or aggregated data on service use and enquiries.

To protect our business, staff, customers and the public, including the detection and prevention of fraud, misuse of services and security incidents.

Data sharing and use of processors

We may share your personal data with carefully selected third parties who act as data processors on our behalf. These processors are only permitted to process your data in accordance with our instructions and for specified purposes. They are required to implement appropriate technical and organisational measures to protect your data and are not permitted to use it for their own purposes.

Types of processors we may use include:

Payment service providers that securely process card and electronic payments.

IT and system support providers that host, maintain or support our business systems, email and communication platforms.

Accountants or professional advisors who assist with financial, legal or regulatory matters.

Subcontracted service providers or partner companies where required to fulfil your booking, and only to the extent necessary to deliver the service.

We may also disclose personal data where required to do so by law, to regulatory bodies or public authorities, or to protect our legal rights, property or safety, or that of our staff, customers or others.

Data retention and storage

We retain your personal data only for as long as is necessary for the purposes for which it was collected, or to meet legal, accounting or reporting requirements. The specific retention period will depend on the nature of the information and the context in which it was collected.

In general, basic customer and service records, including invoices and booking information, are retained for a period that aligns with legal and tax record keeping requirements. Communication records may be retained for a reasonable period to manage our relationship with you and to handle any queries or disputes.

When personal data is no longer required, we will take appropriate steps to securely delete or anonymise it so that it can no longer be associated with you.

International transfers

Where we use service providers that store or process data outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your personal data. This may include using countries that have been deemed to provide an adequate level of protection, or putting in place recognised contractual safeguards.

How we protect your data

We take the security of your personal data seriously. We apply technical and organisational measures designed to protect your data against unauthorised or unlawful access, accidental loss, destruction or damage. Measures may include restricted access to systems, secure storage of records, staff training, and appropriate policies and procedures for handling personal data.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data held by Rubbish Clearance Surrey. These rights include:

The right of access: You can request confirmation that we process your personal data and obtain a copy of that data, together with information about how we use it.

The right to rectification: You can ask us to correct or complete personal data that is inaccurate or incomplete.

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

The right to restrict processing: You can ask us to restrict the use of your data in certain situations, such as while we are considering a request to rectify or erase it.

The right to data portability: Where processing is based on consent or contract and carried out by automated means, you can request that we provide the data you have given us in a structured, commonly used, machine readable format, or that we transmit it to another controller where technically feasible.

The right to object: You can object to our processing of your personal data where we rely on legitimate interests, including for direct marketing. We will stop processing unless we have compelling legitimate grounds which override your interests, rights and freedoms, or where processing is required for legal claims.

If you wish to exercise any of these rights, please contact us using the details provided in the Contact section below. We may need to verify your identity before responding. We aim to respond within the time limits set by data protection law.

Marketing communications

We may use your contact details to send you information about our services where we are permitted to do so by law. You can ask us to stop sending you marketing communications at any time by following any unsubscribe instructions provided or by contacting us directly. We will still contact you with important service or account messages where necessary.

Contacting us and complaints

If you have any questions about this Privacy Policy or how we handle your personal data, or if you wish to exercise your data protection rights, you can contact Rubbish Clearance Surrey using our standard customer contact channels published on our materials and communications.

You also have the right to lodge a complaint with the relevant supervisory authority for data protection if you are unhappy with how we have handled your personal data. We would welcome the opportunity to address your concerns directly first.

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 practices. Any changes will be posted under the latest version date. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data as a customer of Rubbish Clearance Surrey in Surrey.