Privacy Policy

This Privacy Policy was last changed on 23 May 2018.

 

  1. Who we are

We are Keolis (UK) Limited (a company registered in England with registered number 03292357) with its registered office at Evergreen Building North, 160 Euston Road, London, NW1 2DX and respect your privacy. This policy describes how we use your personal information, which we collect through our website www.keolis.co.uk (the "Website") or otherwise, as noted in this privacy policy.

When you use Keolis (UK) Limited and our Website you trust us with your information. We respect your privacy and this privacy policy sets out the way we use your information: what we collect, how we collect it, how we use it, why we use it, who we share it with and the rights to which you may be entitled.

We have tried to keep this document as clear and concise as possible. If you have any questions or anything in this policy is unclear, please get in touch at the following email address: privacy@keolis.co.uk or using the contact details at the end of this policy.

 

  1. Your information

We will collect and use your personal information to allow access to the Website and for the purposes set out in more detail in this section.

 

 

What we collect

How we use it

Why we use it

How long we keep it

1

Information when you communicate with us whether in person, through our website or via email, over the phone or via any other medium, including:

  • Your contact details;
  • The details of your communications with us;
  • The details of our messages to you.

We use this information, including to:

  • Answer any issues or concerns;
  • Develop new services;
  • Improve our services;
  • Personalise our service;

 

We use this information because:

  • We have a legitimate business interest in understanding customer feedback and in responding to customer communications in a consistent way.

We will keep this information for:

  • A reasonable period of time to ensure that we fully respond to any communications with you and six years thereafter, in the event that there are any disputes arising out of the communications.

2

Information that we collect through your use of our website including:

  • Device information such as operating system, unique device identifiers, the mobile network system;
  • Hardware and browser settings;
  • Date and time of requests;
  • The requests you make;
  • The pages you visit and search engine terms you use;
  • IP address.

We use this information, including to:

  • Provide our services;
  • Develop and improve our website;
  • Identify issues with the website and user's experience of it;
  • Monitor the way our website is used.

We use this information because:

  • We have a legitimate business interest in understanding how our website is accessed, how it is used and any problems users have with it across multiple devices.

 

We will keep this information for:

  • A reasonable length of time that lets us understand how people use our website and any technical issues they have.

3

Information that we collect incidentally from other sources or public sources, including:

  • Information available in the media;
  • Information collected by security systems;
  • Information we receive from our third party partners, such as feedback or queries from customers.

We use this information, including to:

  • Maintain market awareness;
  • Provide security to our sites;
  • Answer any issues or concerns.

We use this information because:

  • We have a legitimate business interest in maintaining a public profile;
  • We have a legitimate business interest in providing security over our business;
  • We have a legitimate business interest in understanding customer feedback and in responding to customer communications in a consistent way.

We will keep this for:

  • Information relating to media awareness, for as long as the information is publicly available;
  • Information collected incidentally by security systems we will keep this for as long as reasonable in accordance with our security policy;
  • A reasonable period of time to ensure that we fully respond to any communications with you and six years thereafter, in the event that there are any disputes arising out of the communications.

4

Information that we collect from individuals representing organisations, including:

  • Contact details of individuals working for organisations;
  • Other personal information regarding such individuals.

We use this information, including to:

  • Build relationships with other organisations.

We use this information because:

  • We have a legitimate business interest in developing and maintaining relationships with vendors, partners and other companies and dealing with individuals who work for them in our sector.

We will keep this for:

  • The duration of our relationship with the relevant company/organisation and we are not made aware that the individual no longer works for them.

 

Special information

Certain types of information are more sensitive than others. "Special information" about you includes information about health, disability, race, ethnicity, criminal offences (or alleged offences), political opinions, biometrics or religion. In addition to the personal information set out above, we may collect and receive such special information about you if you provide it to us or make us aware of it in the course of communications with us. We will use such special information for the purposes of responding to and resolving any issues or concerns. We will only use such special information where you have consented to our processing of your information for these reasons.

Legal requirements

Your personal information may also be processed if it is necessary on reasonable request by a law enforcement or regulatory authority, body or agency or in the defence of a legal claims. We will not delete personal information if relevant to an investigation or a dispute. It will continue to be stored until those issues are fully resolved.

 

Information we share

We may share information about you with other members of our group of companies so we can provide the best service across our group. They are bound to keep your information in accordance with this privacy policy.

There are certain circumstances where we may transfer your personal data to employees, contractors and to other parties.

Third party recipient

Purpose of disclosure

Legal Basis for Processing

IT service providers including IT platform providers and website analytics service providers in order to in order to perform our obligations with you and to understand how you use our services and to improve our business
  • Support our IT systems and infrastructure;
  • Provide maintenance services for our IT systems and infrastructure;
  • Provision of data hosting and other data processing services;
  • Provide analytics services relating to your use of our website to identify any technical or user interface issues and/or improvements in connection with the website

 
  • Legitimate interests

 

Government, regulatory and law enforcement agencies in order to meet our legal obligations
  • As requested by these agencies if the disclosure is required or permitted by law;
  • To take action regarding illegal activities;
  • As otherwise required or permitted by law.
  • Legal Requirement

 

  • Legitimate Interests

 

 

Third party partners as follows:

  • The Go-Ahead Group;
  • Govia;
  • Southeastern;
  • Govia Thameslink Railway;
  • Amey;
  • Tramlink Nottingham.
  • Responding to and resolving any issues or concerns relating to our third party partners.
  • Legitimate interests

 

 

We may also transfer or assign your personal information to third parties as a result of, or in connection with a sale, merger, consolidation, change in control, transfer of assets, bankruptcy, reorganisation, or liquidation.  Or if we are involved in defending a legal claim, information about you that is relevant to such claim may be disclosed to third parties as a result of, or in connection with, associated legal proceedings.

Where your information will be held

We do not transfer your personal data outside of the European Economic Area ("EEA"). We will only transfer data to jurisdictions outside the scope of the European General Data Protection Regulation (GDPR) where the appropriate safeguards set out in the GDPR are in place.

 

  1. Your rights

You may have – in accordance with applicable data protection laws – the following rights when it comes to our handling of your personal information:

  • Right of access – you may have the right to request a copy of the personal information we have about you and to request supporting information explaining how the personal information is used.
  • Right of rectification – you may have the right to request that we rectify inaccurate personal information about you.
  • Right of erasure – you may have the right to request that we erase personal information about you.
  • Right to restrict processing – in some situations, you may have the right to request that we do not use the personal information you have provided (e.g. if you believe it to be inaccurate).
  • Right to data portability – you may have the right to receive certain of your personal information in a structured, commonly used and machine-readable format and to transmit such information to another controller.
  • Right to withdraw consent – where we process your personal information based on consent (including direct marketing consents), you have the right to withdraw consent at any time. However, this will not affect the lawfulness of the processing based on consent before its withdrawal. Furthermore, even in case of a withdrawal we may continue to use your personal information as permitted or required by law.

Right to object: In addition, where we are processing your personal information based on a legitimate interest (or those of a third party) you may challenge this.  However, we may be entitled to continue processing your information based on our legitimate interests or where this is relevant to legal claims.  You also have the right to object where we are processing your personal information for direct marketing purposes.

Please get in touch at the following email address: privacy@keolis.co.uk or using the contact details at the end of this policy if you would like to exercise any of these rights.

How to contact us

Please get in touch at the following email address: privacy@ keolis.co.uk or using the contact details below in case you should have any concerns about how we process your personal information. You are also free to lodge a complaint with the Informational Commissioner's Office, should you feel that we process your personal information in a way that is against applicable law.

Postal Address: Evergreen Building North, 160 Euston Road, London, NW1 2DX

Telephone: +44 (0)203 691 1715

Changes to the policy

This policy will be changed from time to time.

If we change anything important about this policy (the information we collect, how we use it or why) we will highlight those changes at the top of the policy and provide a prominent link to it for a reasonable length of time following the change.

If you would like to access previous versions of this policy please get in touch at the following email address: privacy@keolis.co.uk or using the contact details above.

 

Security

We have implemented reasonable technical and organisational measures designed to secure your personal information from accidental loss and unauthorised access, use, alteration or disclosure.  However, the Internet is an open system and we cannot and do not guarantee or warrant the security of any information that you transmit on or through our Website or that we otherwise maintain.

 

Cookies

We use cookies that identify your browser or device. They collect and store information when you visit our website about how you use it.

For more information about cookies, the types of cookies we use and how we use them please see our: Cookie Policy.

 

Cookie Notice

This Notice describes how we use cookies and similar technologies on our website. 

This Cookie Notice last updated on 23 May 2018.

If you would like to access previous versions of this policy please get in touch at the following email address: privacy@keolis.co.uk.

Keolis (UK) Limited ("we", "us", "our") uses cookies and similar technologies as described in this Notice.  By consenting to this cookie notice, you agree that we can distinguish you from other users of our website for the purposes set out below.  This helps provide you with good user experience, tailored content and interest-based adverts.  For example, we can recognise and remember important information that will make it more comfortable for you to browse our website such as preferred settings. 

What are Cookies and similar technologies?

A cookie is a small file of letters and numbers that we store via your browser on the hard drive of your computer or mobile device. 

There are three main types of cookies:

  • Session cookies: specific to a particular visit and limited to sending session identifiers (random numbers generated by the server) so you don't have to re-enter information when you navigate to a new page or check out.  Session cookies are not permanently stored on your device and are deleted when the browser closes;
  • Persistent cookies: record information about your preferences and are stored in your browser cache or mobile device; and
  • Third party cookies: placed by someone other than us which may gather data across multiple websites or sessions. 

We use cookies for the following four purposes:

Type of Cookie

Purpose of Cookie

Strictly necessary

These cookies are essential for you to browse our Website and use its features.  The information collected relates to the operation of the Website (e.g. website scripting language and security tokens) and enables us to provide you with the service you have requested.

Functionality

These cookies remember the choices you have made, for example the country you visit our Website from, your language and any changes you have made to text size and other parts of the web pages that you can customise to improve your user experience and to make your visits more tailored and enjoyable.  The information these cookies collect may be anonymised and cannot be used to track your browsing activity on other websites.

Performance/analytics

These cookies collect information on how users use our Website, for example which pages you visit most often, whether you receive any error messages and how you arrived at our website.  Information collected by these cookies is used only to improve your use of our Website.  These cookies are sometimes placed by third party providers of web traffic and analysis services.  We use Google Analytics.  For information on how Google processes and collects your information and how you can opt out, please see: https://tools.google.com/dlpage/gaoptout.

Targeting or advertising

These cookies collect information about your browsing habits and inferred interests to make advertising more relevant to you.  They are also used to limit the number of times you see an advert as well as to measure the effectiveness of an advertising campaign.  These cookies are usually placed by third party advertising networks.  They remember the other websites you visit and this information is shared with third party organisations, for example advertisers. 

 

We may also automatically collect and store certain information about your interaction with our Website including IP address, browser type, internet service provider, referring/exit pages, operating system, date/time stamps and related data. 

Other technologies

In addition to cookies, we use some other similar technologies as follows:

  • Web Beacons: small graphic images included on our website or emails or those of third parties to provide analytics information
  • Social widgets: buttons or icons provided by third party social media networks which may collect browsing data and will be received by the third party and are controlled by the third party
  • Local shared objects: these are sometimes called flash cookies and can be stored on your browser.  They are used to maintain preferences and usage records.

You acknowledge that where we allow third parties to drop cookies, we have no control over those cookies or the data generated.  Please refer to the third party's privacy policy for information on what information they collect and how they use it. 

Google Analytics

 

Our website uses the web analytics service Google Analytics that is provided by Google, Inc., 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA (“Google”). Google Analytics uses “cookies”. Cookies are small text files that are placed on your computer which analyse how you use the platform. The information generated by the cookie on your use of the platform will be transmitted to and stored by Google on servers in the United States. We have activated the so called “IP-anonymization” which means that your IP address will be truncated within the area of the European Union or the European Economic Area before being transferred to the United States. Only in exceptional cases the entire (ie. non-truncated) IP address will be transferred to a Google server in the US and truncated there. Google will use this information on our behalf for the purpose of evaluating your use of the platform, compiling reports on platform activity and providing other services relating to platform and internet usage. Google does not provide us with data that we may link back particularly to you. Your truncated IP address that is transferred to Google will not be associated with any other data held by Google. You may refuse accepting cookies by selecting the relevant settings of your browser. However, please note that if you do so you may not be able to use the full functionality of the platform. You can also opt out from being tracked via Google Analytics with effect for the future by downloading and installing Google Analytics Opt-out Browser Add-on under https://tools.google.com/dlpage/gaoptout.

 

Refusing or deleting cookies

Most internet browsers are set up by default to accept cookies.  However if you want to refuse or delete them (or similar technologies) please refer to the help and support area on your browser for instructions on how to block or delete cookies (for example: Internet Explorer, Google Chrome, Mozilla Firefox and Safari). Please note you may not be able to take advantage of all the features of our Website, including certain personalised features, if you delete or refuse cookies.

To opt out of Google Analytics, visit https://tools.google.com/dlpage/gaoptout.

For more information on managing cookies, please go to www.allaboutcookies.org

If you are a resident in the EU:

For more information on managing cookies, please visit www.youronlinechoices.eu which has further information about behavioral advertising and online privacy.

Changes to our Cookie Notice

This Cookie Notice may be updated from time to time.

If we change anything important about this Cookie Notice we will notify you through a pop-up on the website for a reasonable length of time prior to and following the change. You may review the Cookie Notice by visiting the Website and clicking on the “Cookie Notice” link.

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