Waste Collection Marylebone Privacy Policy

This Privacy Policy explains how Waste Collection Marylebone collects, uses and protects personal data when providing waste collection and related services. It applies to all Waste Collection Marylebone customers and prospective customers in the Marylebone area, including individuals, households, landlords, businesses and organisations.

We are committed to processing your personal data in accordance with the UK General Data Protection Regulation and all applicable data protection laws. This Privacy Policy is intended to be clear and transparent so you understand what data we collect, why we collect it, how long we keep it, and what rights you have in relation to your personal data.

Who we are and how to contact us

Waste Collection Marylebone is the data controller for the personal data described in this Privacy Policy. As data controller, we determine the purposes and means of processing your personal data when you use our services in the Marylebone area.

If you have any questions about this Privacy Policy or about how we process your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the details published on our usual correspondence channels, including our main customer service contact details and postal address in Marylebone.

Personal data we collect

The personal data we collect will depend on how you interact with us and the services you request. In the course of providing waste collection and related services in the Marylebone area, we may collect the following categories of personal data:

Identification and contact information, including your name, address, email address, telephone number and, where relevant, your job title and business contact details.

Service and account information, including collection addresses, access instructions, records of services ordered, service preferences, billing arrangements and communications about your waste collection needs.

Payment and billing information, including payment method details, bank or card details processed via secure payment providers, billing addresses, invoices, payment history and records of any refunds or adjustments.

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

Technical and usage data, which may include details about how you access our online service channels, such as IP address, device details and basic usage logs necessary to maintain and secure our systems.

Operational data, including delivery and collection records, time and date stamps, driver or crew notes relating to access, health and safety or service instructions that may incidentally include personal data.

How and why we use your personal data

We process your personal data to provide and manage our waste collection services in the Marylebone area and to operate our business. The main purposes for which we use your personal data include:

To provide waste collection services, including setting up and managing your account, scheduling collections, responding to booking requests, confirming appointments and carrying out on-site services at your property or premises.

To manage customer relationships, including responding to your enquiries, handling complaints, dealing with service issues, recording communication history and providing customer support.

To process payments and billing, including issuing invoices, collecting payments, arranging direct debits or card payments, managing debt recovery where necessary and keeping financial records for accounting and tax purposes.

To improve and develop services, including monitoring service usage patterns, gathering feedback, analysing complaints and identifying opportunities to improve route planning, reliability, safety and customer experience.

To ensure security and compliance, including maintaining accurate records of collections and deliveries, complying with legal and regulatory requirements, protecting our staff, customers and assets and detecting or preventing fraud or misuse of our services.

Lawful bases for processing

We only process your personal data when we have a lawful basis under data protection law. Depending on the specific processing activity, we rely on one or more of the following lawful bases:

Performance of a contract. We process your personal data where it is necessary to enter into or perform a contract with you, for example to provide scheduled or ad hoc waste collection services, manage your account and handle payments.

Legal obligation. We process certain data because we are legally required to do so, for example keeping financial and tax records, complying with waste management and environmental regulations, responding to lawful requests from authorities and maintaining health and safety records.

Legitimate interests. We process personal data where it is necessary for our legitimate interests or the legitimate interests of a third party and where your interests and fundamental rights do not override those interests. This includes using data to manage operations, plan routes, prevent fraud or misuse, improve services, manage disputes and ensure security.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of optional marketing communications. Where we rely on consent, you have the right to withdraw your consent at any time.

Data retention and storage

We keep your personal data only for as long as is necessary for the purposes for which we collected it, including to meet any legal, accounting or reporting requirements. The length of time we retain data will vary depending on the type of data and the reason for processing it.

In general, we retain core customer account and service records for as long as you have an active relationship with us and for a reasonable period afterwards to enable us to respond to queries, manage disputes and demonstrate compliance with our legal obligations. Financial and invoicing records are usually kept for longer periods in line with statutory retention requirements.

When personal data is no longer required for the purposes for which it was collected and there is no legal or regulatory requirement to retain it, we will securely delete, anonymise or destroy it in accordance with our data retention procedures.

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 operation of our services or to meet legal obligations. These third parties act either as data processors on our behalf or as independent data controllers.

Data processors. We may use service providers who process personal data on our instructions and under contract. These may include payment processors who handle card or bank payments, IT and hosting providers who support our systems and databases, communication service providers who help us send service messages or appointment reminders and professional advisers who assist with accounting or legal matters. We require all data processors to implement appropriate security measures and to process personal data only in accordance with our documented instructions.

Other recipients. In certain circumstances we may share personal data with insurers, legal advisers, regulatory bodies, local authorities or law enforcement agencies where necessary to manage claims, resolve disputes, comply with legal obligations or protect our rights, property, staff and customers.

Where personal data is transferred outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place, such as the use of approved standard contractual clauses or transfers to jurisdictions recognised as providing an adequate level of protection.

Your data protection rights

If you are a customer or individual in the Marylebone area whose personal data we process, you have a number of rights under data protection law. These rights may be subject to certain conditions and exemptions, but we will always respond to any request you make in accordance with applicable law.

Right of access. You have the right to request confirmation that we process your personal data and to obtain a copy of the personal data we hold about you, together with certain information about how we use it.

Right to rectification. You have the right to ask us to correct any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected or where you withdraw consent and there is no other legal basis for processing.

Right to restriction. You have the right to request that we restrict the processing of your personal data in certain situations, for example while we verify its accuracy or consider an objection you have raised.

Right to object. You have the right to object to processing based on our legitimate interests and to object to the use of your personal data for direct marketing purposes.

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

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe your rights have been infringed. We encourage you to contact us first so we can address any concerns directly.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, staff training and procedures designed to protect data throughout its lifecycle. While we take reasonable steps to safeguard your data, no system can be guaranteed to be completely secure.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our operations or legal requirements. Any updated version will apply to all Waste Collection Marylebone customers in the Marylebone area from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.