Privacy Policy

At Transreport Limited (UK) (“Transreport”, “we” or “us”), we work hard to keep the information you give us safe. We follow strict security procedures on how your personal information is stored and used, to help stop any unauthorised person getting hold of it. Please take the time to read this privacy policy, which is part of our terms of use. We work in line with the General Data Protection Regulations 2016 and the Data Protection Act 2018.

This policy describes how we collect, use and look after the information you provide us with when you use Transreport services.

Our website contains links to other websites, which may well have different privacy and security policies to us. Please remember, we don’t have any control over these websites, so we can’t take responsibility for any information you give them.

Contact Details

Transreport acts as a Controller for the internal data that we process. However, we also act as a Processor for a number of clients. The contacts for the organisation are the Company Directors. The Data Protection Officer is Ms. H. Miao.

There are many ways you can contact us, including by phone, email and post. Our postal address is: Transreport Ltd, Fulham Green, 69-79 Fulham High Street, London, England, SW6 3JW

How do we get information?

Most of the personal information we process is provided to us directly by users of our Apps who are typically using our Apps for reporting defects on trains or for requesting support. We may also be in receipt of data if:

  • You have made an enquiry to us;
  • You have made an information request to us;
  • You have applied for a job or secondment with us;
  • An employee of ours gives your contact details as an emergency contact or a referee.

We abide by the principles of data protection, and therefore minimise the data that we collect to the minimum required to deliver our services.

Your Data Protection Rights

Under data protection law, you have rights; we need to make you aware of the rights available to you and to demonstrate our reason for processing your information. All the data that we hold is encrypted, which restricts unauthorised access.

Your right of access

You have the right to ask us for copies of your personal information. This right always applies. There are some exemptions, which means you may not always receive all the information we process. You can make the request verbally or in writing. The ICO gives guidance here.

Your right to rectification

You have the right to ask us to rectify information you think is inaccurate. Where necessary, we will pass on the changes to any third parties who need to change their records, and let you know that this has been done. You also have the right to ask us to complete information you think is incomplete. This right always applies. You can read more about this right here.

Your right to erasure

You have the right to ask us to erase your personal information in certain circumstances. We will pass on such requests to third parties, where necessary, so that they can ensure that your details have been erased if this is applicable. You can read more about this right here.

Your right to restriction of processing

You have the right to ask us to restrict the processing of your information in certain circumstances. You can read more about this right here.

Your right to object to processing

You have the right to object to processing, if we are able to process your information because the process forms part of our public tasks, or is in our legitimate interests. You can read more about this right here.

Your right to data portability

This only applies to information you have given us. You have the right to ask that we transfer the information you gave us from one organisation to another, or give it to you. The right only applies if we are processing information based on your consent or under, or in talks about entering into a contract and the processing is automated. You can read more about this right here.

You are not required to pay any charge for exercising your rights. We have one month to respond to you.

Your Right to Complain

We work to high standards when it comes to processing your personal information. If you have queries or concerns, please contact us at [email protected] and we’ll respond.

If you remain dissatisfied, you can make a complaint about the way we process your personal information to the Information Commissioners Office; please follow this link to see how to do that.

What information do we collect?

This is what we normally process about you to help us provide you with Transreport services and information, where we can:

  • Contact details such as name and email.
  • In order to help us develop and improve our website we collect information about how you use the site.
  • Other data we occasionally ask you to provide us with, for example now and again we might ask you to fill in a questionnaire, just so you can let us know how we’re doing.

Customers and Suppliers

We hold the names and contact details of individuals acting in their capacity as representatives of their organisations, across the business. If the interactions relate to contracts or potential contracts for work to be conducted by us, then the legal basis is article 6(1)(b) because the processing is necessary for the performance of a contract, or to take steps to enter into a contract. If the interactions relate to suppliers, buildings management, IT services, accounts, etc., the legal basis is article 6(1)(c) of the GDPR for any legal obligation or article 6(1)(b) because the processing is necessary for the performance of a contract, or to take steps to enter into a contract.

App Users

We hold the names, addresses and telephone numbers of individuals in order that we can deliver goods as required by our customers. This data is all encrypted. The legal basis is article 6(1 (b) because the processing is necessary for the performance of a contract, or to take steps to enter into a contract.


From time to time, Transreport would like to tell you more about our products, services and offers. If you have given your Consent, we will do this by sending you marketing materials such as email newsletters. You have the right to opt out of receiving such marketing information at any time, by clicking the unsubscribe link in every subsequent newsletter or contacting Transreport’s DPO at [email protected]. Disclosing your information We do pass on some details to our partners; these are transport operators who need this information in order to be able to provide a service, which includes Passenger Assist or responding to defect reports. We will not pass on your personal information to any other third parties except in accordance with this policy and our Terms and Conditions or where we are required by law to disclose that information. As an example, you may wish us to share your contact details with selected third parties. This will only be carried out following discussion with you, and if you grant specific permission to do this.

Visitors to our Website


When you visit, we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out such things as the number of visitors to the various parts of the site. This information is only processed in a way that does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website.

If we do collect personal data through our website, we’ll be upfront about this. We’ll make it clear when we collect personal information and we’ll explain what we intend to do with it. This may be, for example, when you complete the Contact Us form.


You can read more about how we use cookies on our Cookies page. In compliance with the Privacy and Electronic Communications Regulations (“PECR”) we have taken reasonable steps now to align our use of cookies to the standard of consent required.

The purpose for implementing all of the above is to maintain and monitor the performance of our website and to constantly look to improve the site and the services it offers to our users. The legal basis we rely on to process your personal data is article 6(1)(f) of the GDPR, which allows us to process personal data when its necessary for the purposes of our legitimate interests.

What are your rights?

As we are processing your personal data for our legitimate interests as stated above, you have the right to object to our processing of your personal data. There are legitimate reasons why we may refuse your objection, which depend on why we are processing it.

We keep our privacy notice under regular review to make sure it is up to date and accurate.