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Privacy Notice

How we handle and protect your data

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Privacy Notice

Privacy Notice

Dispute Resolution Ombudsman, trading as the Rail Ombudsman, respects your privacy and is committed to protecting your personal data. This Privacy Notice outlines how we collect, process, and store your information when you interact with us.

Identity and Contact Details of Controller

Dispute Resolution Ombudsman, trading as the Rail Ombudsman, is the controller of personal data. For data protection purposes, you can contact Dominique Marshall, Head of Process, Quality & Risk at info@railombudsman.org.

The Data We Collect

We may collect personal data including name, contact details, complaint details, and supporting evidence. Some data may be categorized as special data, such as health or ethnicity-related information.

How We Collect Data

Data is collected through direct interactions such as application forms, telephone conversations, and online interactions, as well as from third-party Service Providers involved in the dispute resolution process.

Legal Basis for Processing

We process data under legitimate interests to administer claims, ensure compliance, and improve our services. Special category data is processed with explicit consent.

Sharing Your Information

We may share your data with relevant parties including Service Providers, translation services, and statutory bodies. Data shared for reporting purposes will always be anonymized.

Your Rights Under Data Protection Law

You have the right to access, correct, delete, or restrict the processing of your data. You can also withdraw consent at any time.

Retention of Data

We retain personal data for up to 6 years for case tracking and reporting purposes. Telephone recordings are kept for 6 months, unless required for complaint resolution.

Now that you know more, are you ready to raise your complaint with us?

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