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East Midlands Trains (EMT) values the personal information you provide to us and wouldn’t want to use your personal data in a way that you wouldn’t expect. This Privacy Notice explains how we protect your privacy and how you control the use of your personal information. Having read this information, if you want to change the way in which we use your data or if you have a question about how your personal information is used please contact the Data Controller: East Midlands Trains Limited using the methods below:
Prospect House No 1 Prospect Place Millennium Way, Pride Park Derby DE24 8HG
Our ICO Registration Number is: Z1302978 and can be viewed here.
We collect personal information about you in several ways:
We also collect your personal information from other organisations and sources, for example when you book a ticket through The Trainline or contact us through a social media company such as Facebook, Twitter, LinkedIn or Instagram. When providing information to us via these channels you should check these companies’ privacy policies and settings to understand how they use your personal information.
When you fill in a form or purchase tickets we only require you to supply the information that we need to provide the service you have requested. We will normally ask you to provide us with:
We don’t collect date of birth information but we recognise that young people use our services and are legally able to provide consent after the age of 13 years. If you are using our travel services and are aged between 13 and 16 years of age we recommend that you read our terms and conditions. We will let you know when you make a booking if there is any further information that we may need to be able to provide products or services you have asked for. We will also tell you which information is optional.
If you need help with things like getting on and off a train, you may choose to give us confidential information about your disability and the assistance you require. All UK train companies use a system called Passenger Assist to book help on stations and on trains for all services. This makes sure that if you book help in advance, our staff on stations and on the trains know that you are travelling, where you are seated on the train, any connections you have to make and the help you need.
When you visit our website or register to use our on-train wi-fi services, we may collect the following information automatically:
While we mainly use the personal information that you provide to us yourself, we may sometimes use other public sources of information about our customers and enquirers where you have given your permission for your data to be shared. We do this to help us understand more about our customers and to ensure that our public messages are relevant and to make sure that the marketing information we send you, with your consent, is also relevant. We take great care in sourcing this information but if you prefer us not to use your data in this way then please let us know by contacting DSAR@eastmidlandstrains.co.uk
We use different types of cookies and each has a specific function. Some cookies are essential to the working of the website and allow you to navigate easily from page to page and perform certain functions (e.g. making a purchase). Other non-essential cookies allow us to analyse how you use our site, which enables us to make decisions about how best to improve the website design and functionality to fit your future needs.
We will not store personally identifiable information such as credit card or address details in the cookies we create. All data collected using a cookie will be anonymous and will not hold specific knowledge of who a visitor is.
Usually web browsers are set to accept cookies. If you have visited this site, however, and did not want cookies to be used, please exit the site and use your browser tools settings to delete the cookies. If you do this and revisit this site, cookies will again be set unless you change your browser settings to reject cookies.
We are committed to complying with legislation changes for storing information on a user’s computer or mobile device. We aim to be honest and clear about your privacy when using our website.
The following are four different legal bases that we rely on to use your personal information:
A full description of the different types of personal information we process, the purpose of the processing and the legal basis for the processing is shown below:
Legitimate Interests means the interests of our company in conducting and managing our business [to enable us to give you the best service/products and the best and most secure experience].
For example, we have an interest in making sure our marketing is relevant for you, so we may process your information to send you marketing that is tailored to your interests. It can also apply to processing that is in your interests as well.
When we process your personal information for our legitimate interests, we make sure to consider and balance any potential impact on you (both positive and negative), and your rights under data protection laws. Our legitimate business interests do not automatically override your interests - we will not use your Personal Data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
Whenever we process data for these purposes we will ensure that we always keep your Personal Data rights in high regard and take account of these rights. You have the right to object to this processing. If you wish to do so, please let us know by contacting DSAR@eastmidlandstrains.co.uk. Please bear in mind that if you object, this may affect our ability to carry out the tasks for your benefit.
We use administrative, electronic and physical security measures to ensure the information we collect about you is protected from access by unauthorised persons and protected against unlawful processing, accidental loss, destruction and damage.
We also have a legal obligation under data protection legislation to keep the personal information we collect accurate and up to date. Amongst other things, it helps us ensure that we do not contact you with inappropriate information and marketing messages and also prevents us from wasting valuable resources on print and postage. You can:
In addition, when you contact us we may ask you to confirm certain details during that call and, if we receive an undelivered mail or email we will update your personal information to reflect the fact that your data is no longer up to date
By using the information you provide to us, we are able to contact you with specific marketing messages about travel offers, ideas and news and, depending on the permission you have given us or another organisation this may be by post, email, telephone, SMS or social media.
If you have given us your consent to use your personal information for marketing, you have the right to withdraw your consent at any time by contacting DSAR@eastmidlandstrains.co.uk, clicking the “unsubscribe” link in our marketing emails or replying STOP to a text message. You can also log into your account on our website at any time to update your marketing preferences.
We do not share or sell your personal information to any other company for marketing purposes, however; there are several situations where we use trusted suppliers to help us deliver our service to you. To do this, we allow the supplier limited access to the personal data they need to provide their service. A list of our service suppliers are listed below:
We also use trusted suppliers to help us with marketing:
All personal information sent to our trusted suppliers is encrypted. In all cases we require these companies to strictly comply with our instructions and they are not allowed to use your information for their own business purposes. We also require these companies to have sufficient organisational and technical measures in place to ensure the security of your personal information.
We may use suppliers who operate outside of the country of which you are a resident, for example in the United States. These countries may not offer the same legal protection of your personal information as the UK. If we use one of these organisations, we take appropriate steps to ensure that they provide an adequate level of protection in accordance with UK data protection law. By submitting your personal information to us you agree to this transfer, storing or processing of your personal information at our approved locations outside the EEA. If you would like to know more about the ways in which we safeguard your personal information, please get in touch using the contact details in this policy.
Under some circumstances we may be required to disclose or share your information without your consent, for example if we are required by the police, the courts or for other legal reasons.
We operate our rail franchise for a given period under licence from the Secretary of State for Transport. If at the end of that period the franchise is granted to another rail operator, we may be required to disclose your personal information to the new operator and/or franchising authority. They are required to process your data lawfully and as described in this Privacy Notice.
You provide us with details of what we can do with your data and have the right to manage your choices as detailed in How we use your personal information for marketing.
You have the following rights:
An automated fraud assessment may take place to make a decision whether to accept or decline your purchase. You have the right to contest the decision, to express your point of view, and to require a human review of the decision. You can exercise this right by contacting us using the contact details provided.
You have the right to request a copy of the information that we hold about you, this is known as a Subject Access Request (SAR). Once we have confirmed your identity, we will provide this to you free of charge within 30 days of your request.
If you would like a copy of some or all of your personal information, please email or write to us using the contact details in this policy. Unless you specify otherwise, we will provide your information electronically.
If we do hold information about you, we will:
We have a legal obligation to keep the personal information we collect accurate and up to date. You have the right to ask us to correct any inaccuracies in the personal information we hold about you and to restrict the use of your information until it has been corrected.
The simplest way to keep your data accurate is to login into your East Midlands Trains online account
We keep your information accurate as follows:
We have specific rectification, restriction, objection and erasure policies in place to make sure we respond effectively to such requests.
We have a legal obligation under data protection legislation to keep the personal information we collect accurate and up to date. Amongst other things, it helps us ensure that we do not contact you with inappropriate information and marketing messages and also prevents us from wasting valuable resources on print and postage. You can:
Of the data we process, we retain the data for no longer than 6 years. Where reasonably practicable, data is minimised so as not to be identifiable to the data subject, unless required by law.
We keep your personal information where we have:
If you have a complaint about the information we hold or how we use that information, please contact us by emailing DSAR@eastmidlandstrains.co.uk or sending a letter to our postal address. We will deal with your request promptly and if you are not satisfied with the way your complaint was handled, you can refer your complaint to UK Information Commissioner’s Office. https://ico.org.uk/concerns/
We link our website directly to other sites. This privacy notice does not cover the links within our site linking to other websites and organisations. We encourage you to read the privacy statements on the other websites you visit.
We keep our privacy notice under regular review. This privacy notice was last updated on May 23, 2018.