The purpose of this notice is to make you aware of how we will manage and protect your personal data.
Train Information Services Limited (TISL) manages the National Rail website 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:
First Floor North, 1 Puddle Dock
London EC4V 3DS
We collect personal data from you when you create an online account with NR, so that you can use our services. Collecting your data is necessary for us to provide these services to you.
We will treat your data in an appropriate and lawful manner, in accordance with data protection laws.
If you use this site to search for journeys without using an account, we do not keep any of your information.
If you register for an account then we request your name and optionally some contact information. If you also choose to add journey alerts, specific journeys and/or stations to your account, we will save the information you provide so you do not have to repeat it.
Any information you provide will only be used by NR, train operating companies and by our suppliers: AWS (website hosting), IMImobile (digital provider for iPad app and SMS alerting), KCOM (support our website hosting and mobile apps), Eckoh (automated phone service), Indicia (who provide out customer database), Salesforce (who send our marketing emails), Vodafone (who send out text messages), Teleperformance (who provide customer support) and Thales (digital services provider).
If you participate in a survey with us your survey responses will be processed by our survey supplier (Accent). Your personal details will be deleted after 30 days and responses to the surveys will be anonymised for reporting purposes.
When you interact with train service information on NR, your data will be processed by our supplier (Zipabout) to enable personalised messaging services, and to provide you and our industry partners with aggregate demand and crowding data for train services. For more information please view Zipabout’s privacy statement.
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 supplier (Survey Monkey) in the United States under an EU approved data protection framework. It will be anonymised for reporting purposes and then deleted after 30 days.
The data we collect is used to maintain your NR 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.
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. To contact us in relation to your rights regarding how we use your data, please click here to submit a request.
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.
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, you can change these at any time by logging in to your account.
Alternatively, please click here and complete our online form to request changes to the data that we hold on you.
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 NR, First Floor North, 1 Puddle Dock, London EC4V 3DS
Tel: 0207 841 8000.
Please include your name and email address, so that we can deal with 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.