Privacy Policy - Tree Surgeons Southwark

This Privacy Policy explains how Tree Surgeons Southwark collects, uses, stores, shares, and protects personal data in connection with its services. It applies to all Tree Surgeons Southwark customers in area, including prospective customers, current customers, and anyone who contacts us about our services. We are committed to handling personal information in a fair, lawful, transparent, and secure manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, making an enquiry, or interacting with us in relation to tree surgery, arboricultural work, site assessments, quotations, or related customer support, you acknowledge the practices described in this policy.

1. Information We Collect

We collect only the personal data necessary to provide and manage our services effectively. The type of information we may collect includes:

Identity details such as your name and title.
Contact details such as address, email address, and telephone number.
Property and site information relevant to the work requested, including access details and service location.
Service information such as quotations, work instructions, project history, and customer preferences.
Payment and billing information where required for invoicing and payment processing.
Communication records including emails, messages, call notes, complaints, and feedback.
Technical information such as basic website usage data, if you interact with digital systems used for enquiry handling or administration.

We do not intentionally collect special category data unless it is strictly necessary and you have chosen to provide it, or unless another lawful basis applies. If we ever need to process sensitive information, we will ensure additional safeguards are in place.

2. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To assess sites and plan tree surgery services safely and efficiently.
To carry out contracted work and manage customer instructions.
To issue invoices, record payments, and manage accounts.
To keep service records and maintain customer history.
To communicate about appointments, service updates, and aftercare.
To handle complaints, disputes, or legal claims.
To meet legal, regulatory, insurance, and tax obligations.
To improve our services, operations, and customer experience.

We only use your information where there is a valid reason to do so and where it is necessary for our business operations or legal duties.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Tree Surgeons Southwark relies on the following lawful bases depending on the situation:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotations, carrying out tree surgery services, issuing invoices, and managing customer requests.

Legal Obligation

We process data where necessary to comply with legal and regulatory requirements, including accounting, tax, health and safety obligations, and record-keeping duties.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided your rights do not override those interests. This may include maintaining service records, improving service quality, managing customer communication, preventing fraud, and resolving disputes. We always consider whether such processing is proportionate and appropriate.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily agree to optional marketing or certain non-essential communications. Where consent is used, you may withdraw it at any time.

4. Sharing Your Data and Processors

We may share personal data with trusted third parties that support the operation of our business. These parties act as processors when they process personal data on our behalf and only in accordance with our instructions. Examples may include:

IT and cloud service providers used for secure storage, email, and administrative systems.
Accounting and invoicing processors used for financial administration and tax records.
Payment service providers where payment handling is required.
Scheduling or customer management software providers used to organise work and communications.
Professional advisers such as accountants, insurers, or legal advisers where necessary.
Public authorities or regulators when disclosure is required by law or is necessary to protect legal rights.

We require processors to handle data securely, confidentially, and in compliance with data protection law. We do not sell personal data to third parties.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, tax, contractual, and insurance requirements.

Retention periods may vary depending on the type of data and the purpose of processing. For example:

Customer and service records may be retained for the duration of the business relationship and a reasonable period afterwards.
Financial records may be retained for the period required by tax and accounting law.
Communication records may be retained as needed to manage service history, complaints, or disputes.

When personal data is no longer needed, it will be securely deleted, anonymised, or destroyed.

6. Security of Personal Data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include restricted access, secure storage, password protection, and staff awareness of data handling responsibilities.

While we work hard to protect all data, no system can be guaranteed completely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will take appropriate steps in line with applicable law.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and any exemptions permitted by law.

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete information.
Right to erasure – you can ask us to delete your data in certain situations.
Right to restrict processing – you can request limited use of your data in certain cases.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request your data in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

Please note that some rights may not apply in every situation, such as where we must keep data for legal reasons or where another lawful basis overrides a request. We will always respond to valid requests in accordance with the law.

8. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with our services and where appropriate legal safeguards are in place. If we become aware that data has been collected unlawfully, we will take steps to delete it where required.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data-handling practices. Any updated version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their information is used.

10. How We Comply with Data Protection Principles

We aim to ensure that all personal data is processed in accordance with the key principles of data protection law. This means data is:

used lawfully, fairly, and transparently;
collected for specified, explicit, and legitimate purposes;
adequate, relevant, and limited to what is necessary;
accurate and kept up to date where appropriate;
retained only for as long as necessary;
processed securely and with proper accountability.

We are committed to maintaining a respectful and responsible approach to customer privacy. If you are a customer or prospective customer of Tree Surgeons Southwark, your personal information will be handled in accordance with this policy and applicable data protection law.

Tree Surgeons Southwark recognises the importance of privacy and transparency. We strive to ensure that every person whose information we collect understands how it is used, why it is needed, and what choices and rights are available to them.