Privacy Notice

Train Information Services Limited (TISL) manages the National Rail website ("the Site") and mobile application ("the App") on behalf of Britain’s train companies. TISL is the data controller and, as such, is responsible for ensuring the lawful and appropriate handling of all the personal data that you provide to National Rail.

National Rail is a trade mark of TISL. TISL also trades under the name Rail Delivery Group.
To contact us regarding our use of your data, please click here. Alternatively, you can write to us at:

TISL

First Floor North, 1 Puddle Dock

London EC4V 3DS

We collect your email address in order for you to take part in our surveys providing feedback on the National Rail Enquiries website and the App, on the lawful basis of consent.

We also collect your mobile phone number and/or email address to provide real time alerts and disruption information that may affect your journey if you subscribe (one-off or multiple alerts)

We will treat your data in an appropriate and lawful manner, in accordance with data protection laws.

When we do not collect your data

• If you use the National Rail website ("the Site") or mobile application ("the App") to search for journeys, we do not keep any of your information

• If you use the App to send a non-emergency SMS to the British Transport Police, we do not keep any of your information

When we do collect your data

• If you choose to take part in our survey on the Site or the App we will request your email address so that we can send a link to the survey. As part of that survey we may collect geolocation data, IP address and ask questions relating to demographics and diversity, equality and inclusion, however these are optional

• If you choose to set alerts for journeys to be sent to you via SMS, WhatsApp or email, we will request your mobile phone number and/or email address

We use cookies across our website to improve your experience and our website’s performance. To find out more about cookies, read our Cookie Policy.

Any information you provide will only be used by National Rail, train operating companies and by our suppliers

If you participate in a survey with us your survey responses will be processed by our survey suppliers (Verint and Alchemer). Your personal details collected by Verint will be deleted after 3 years and responses to the surveys will be anonymised for reporting purposes.

We will not share your details with any other third parties for marketing purposes unless you provide us with your consent.

If you consent to marketing, you can find out more about the communications you’ll receive in our Contact Policy.

We protect your privacy by ensuring we have the appropriate security measures in place. We ensure that our suppliers process your data in an appropriate, lawful and safe manner.

If you participate in a survey with us your data will be held with our suppliers (Verint or Alchemer) in the EU. It will be anonymised for reporting purposes and then deleted after 3 years.

The data we collect is used to maintain your National Rail account and provide you with the optional services you have requested. We will also use your details to advise of any changes to our terms and conditions and/or privacy notice.

On occasion, we do some analysis on our customer data for sales analysis and marketing research, including demographic, geographic and attitude analysis to understand who our customers are in groups rather than as individuals.

Your account will be active while you keep using it. If you have not logged into your account for 2 years we will delete your account and any associated information.

If you set up an account but do not validate it using the email we send you, the data you have entered will be held for 30 days. After that time, it will be deleted.

You have several rights to data protection which are set out below.

Subject access request

You have the right to request that we give you a copy of the data we hold about you. This is called a Data Subject Access Request. Please click here and complete our online form to request the data that we hold on you.

Deletion of personal information

You have the right to request that we delete any data that we hold on you. Please click here and complete our online form to request a deletion of the data that we hold on you.

Railcard account holders 

To contact us regarding the personal data we may hold as part of an online account connected to one of the national Railcards, you can submit a request.

View the Privacy Notice for the Railcard website.

Object to processing of personal information

You have the right to object to the processing of your information for specific purposes such as direct marketing.

Restrict processing of personal information

You have the right to request that we restrict processing of your information if you believe the information that we hold is incorrect, or you can show that our processing is unlawful, or you would like us to stop processing your data but do not want us to erase it.

Right to rectification

If your details are incorrect, incomplete or have changed, please click here and complete our online form to request changes to the data that we hold on you.

Bereavement notification

Please click here to complete the online form to request changes to information held on a deceased person.

How to delete personal data we store about you

To exercise any of your rights as set out above, please complete the online form request or write to us at;

Data Protection Lead for National Rail, First Floor North, 1 Puddle Dock, London EC4V 3DS

Tel: 0207 841 8000.

Please include your name and email address, so that we can contact you regarding your request.

You have the right to complain about our processing to the Information Commissioner if you believe we are not processing your data in a proper manner. See the Information Commissioner’s Office website for more information.

All calls are recorded for the purposes of quality assurance; we also store your telephone number in TrainTracker to identify your previous journey details, which speeds up the process and enhances your overall customer experience. We will not share your details with any other third parties.

If you do not wish your telephone number to be stored, you can block your number by using the prefix of 141 (mobile and landline) before dialling us. Alternatively, you can contact your provider to withhold your number on all your calls.