Rubbish Collection Merton Privacy Policy

This Privacy Policy explains how Rubbish Collection Merton collects, uses, stores and protects personal data relating to customers in our service area. It also explains the lawful bases we rely on under the UK General Data Protection Regulation and the Data Protection Act 2018, how long we keep your data, when we use external processors, and what rights you have in relation to your information.

This Privacy Policy applies to all Rubbish Collection Merton customers and prospective customers located in our service area, including individuals, households, landlords, letting agents and business clients who use or enquire about our rubbish collection and related services.

Who We Are and How We Act as Data Controller

Rubbish Collection Merton is the organisation responsible for determining how and why your personal data is processed. For the purposes of data protection law, we act as the data controller when we collect and use information about you in connection with providing rubbish collection, waste removal, and related services.

You can contact us using the details provided on our usual customer communications to ask questions about this Privacy Policy, to exercise your rights, or to raise a concern about how your personal data is being used.

What Personal Data We Collect

The personal data we collect will depend on your relationship with us and the services you use. We may collect and process the following categories of personal data:

Identity and contact details, such as your name, postal address, service address, email address, telephone numbers and preferred contact method.

Service and account information, such as records of your bookings, service history, property type, access instructions, preferred collection times, notes relating to special requirements, and correspondence with our customer service team.

Billing and payment information, such as invoice details, payment status, bank transfer references, and limited payment card information where necessary to process a transaction, in line with applicable payment security standards.

Communication data, such as emails, messages, phone call notes, and any feedback or complaints you submit about our services.

Technical and usage information, such as details about how you contact us online, basic device and browser information, and basic analytics or log data generated when you use our online enquiry forms or digital tools.

Images and access-related data, such as photographs of waste collections, fly-tipping, or access points where needed to evidence service completion, resolve disputes, improve safety, or comply with regulatory or insurance requirements.

How We Collect Your Data

We collect personal data in several ways:

Directly from you when you contact us by phone, email, online form, in writing or in person to enquire about or order our services, ask a question, submit feedback or make a complaint.

Automatically when you visit our website or use our online tools, through basic technical logs and analytics that help us maintain and improve our systems.

From third parties, such as landlords, letting agents, property managers or business partners who arrange waste collection on your behalf, or from publicly accessible sources where we need to confirm address or contact details.

Purposes and Lawful Basis for Processing

We only process your personal data where we have a lawful basis under data protection law. The purposes and main lawful bases include the following:

To provide rubbish collection and related services to you. We use your identity, contact, service and billing data to set up your account, arrange and manage collections, communicate with you about your bookings, and resolve any issues or queries. Lawful basis: performance of a contract and taking steps at your request before entering into a contract.

To manage billing, payments and accounts. We process billing and payment information to issue invoices, take payment, handle refunds where applicable, and maintain accurate financial records. Lawful basis: performance of a contract and compliance with legal obligations related to accounts and taxation.

To maintain records, respond to complaints and manage disputes. We keep service and communication records to evidence services provided, respond to customer feedback, and manage complaints, insurance matters or legal claims. Lawful basis: legitimate interests in managing our business and defending legal claims, and where necessary compliance with legal obligations.

To operate and improve our services and website. We use technical and usage data to support system security, improve user experience, and plan service capacity in our operating area. Lawful basis: legitimate interests in running and developing our business and services.

To send essential service communications. We may contact you regarding important changes to services, operational issues, safety information or updates to this Privacy Policy. Lawful basis: performance of a contract, compliance with legal obligations, and our legitimate interests in keeping customers informed.

To send marketing communications. We may send you information about our services that we believe may be of interest to you. Where the law requires consent for electronic marketing, we will only send such communications if you have given us your permission. You can opt out at any time. Lawful basis: consent where required, and otherwise our legitimate interests in promoting our services.

Sharing Your Personal Data and Use of Processors

We do not sell your personal data. We may share your information with trusted third parties where necessary for the purposes described above and where they act on our instructions as data processors. These may include:

IT and hosting providers who store data, maintain our systems and support our software.

Payment and billing processors who help us securely process card or online payments and manage invoicing.

Customer support and communication service providers who help us manage phone systems, emails, messaging tools or booking platforms.

Professional advisors, such as accountants, auditors, legal advisors or insurers where necessary to manage our business and handle claims or disputes.

We require all processors to use your personal data only in accordance with our instructions, to keep it secure, and to comply with data protection law. We may also need to share personal data with law enforcement, regulators, local authorities or other public bodies where we are legally obliged to do so or where it is necessary to protect our rights, property, staff or customers.

International Transfers

Where any of our processors or service providers are located outside the United Kingdom, we will ensure that appropriate safeguards are in place before any personal data is transferred. These safeguards may include using countries deemed adequate by relevant authorities or using approved contractual clauses designed to protect personal data to a similar standard as in the United Kingdom.

Data Retention and How Long We Keep Your Information

We keep your personal data only for as long as is reasonably necessary to fulfil the purposes we collected it for, including meeting any legal, accounting or reporting requirements.

In general, records relating to your customer account, service history, invoices and payments are kept for the period of your relationship with us and then for a number of years afterwards in line with applicable limitation periods and financial record-keeping obligations. The exact retention period may differ depending on the type of record and the legal requirements that apply.

Where we no longer need personal data for the purposes for which it was collected, we will securely delete, anonymise or otherwise remove identifying details from the information.

Your Data Protection Rights

Under data protection law, you have several rights in relation to your personal data. These rights apply to all Rubbish Collection Merton customers in our service area, although they may sometimes be subject to limitations or conditions under the law. Your rights include:

The right of access: you can request confirmation of whether we hold personal data about you and request a copy of that data, together with information about how we use it.

The right to rectification: you can ask us to correct inaccurate or incomplete personal data we hold about you.

The right to erasure: in certain circumstances, you can ask us to 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 lawful basis.

The right to restrict processing: you can ask us to limit how we use your data in certain situations, for example while we are considering a request to rectify or erase it.

The right to data portability: in some cases, you can ask us to provide your personal data in a structured, commonly used and machine-readable format, or request that we transmit it directly 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 can demonstrate compelling legitimate grounds or where it is needed for legal claims. You can always object to direct marketing at any time.

The right to withdraw consent: where we rely on your consent as our lawful basis, you can withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before you withdrew your consent.

You also have the right to complain to a supervisory authority if you are concerned about how we handle your personal data. We encourage you to contact us first so we can try to resolve any issues.

Security of Your Personal Data

We take reasonable and appropriate measures to protect your personal data from unauthorised access, accidental loss, misuse or disclosure. These measures include technical, organisational and physical safeguards, staff training, and procedures to respond to any suspected personal data breach.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal or regulatory developments, or improvements in how we manage personal data. When we make significant changes, we will update the date of the policy and may take additional steps to bring the changes to your attention. Your continued use of our services after any changes have been published will be treated as acceptance of the updated Privacy Policy, where permitted by law.