Transcare Solutions Ltd/Transcare Law Privacy Notice
Last updated: 8 April 2024
Transcare Solutions Ltd which includes Transcare Law are committed to protecting and respecting your privacy. Where reference is made to “Transcare Solutions Ltd”, “we”, “us”, or “our”, this refers to both Transcare Solutions Ltd and Transcare Law unless where explicitly stated otherwise.
This notice (and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us, (either directly or via a representative we reasonably believe has your consent to provide on your behalf, such as a solicitor), will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
For the purpose of Data Protection Legislation, the data controller is Transcare Solutions Ltd of 1 Admiral Way, Doxford International Business Park, Sunderland SR3 3XP. We are registered with the Information Commissioner's Office and our registration reference is Z8220341.
- About Transcare Solutions Ltd
- What personal data do we collect?
- How do we use your personal data and what is the legal basis for such processing?
- Sharing your information
- Data Retention
- Information Security
- Transferring Information Internationally
- Updates to this Privacy Notice
- Your Data Protection Rights
- Questions about this Privacy Notice
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About Transcare Solutions Ltd
Transcare Solutions Ltd which includes Transcare Law, is a claims and incident management company and a subsidiary of Arriva Ltd (our clients). We are registered in England and Wales under company number 4069718 and our registered office is 1 Admiral Way, Doxford International Business Park, Sunderland, SR3 3XP, UK.
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What personal data do we collect?
Information provided by you.You may give us information about you by corresponding with us by phone, e-mail or otherwise. This includes information you provide to us as a witness to an incident, to report an incident, or regarding a complaint or claim for compensation for personal injury or damage to property (either directly or via your authorised representative).
The information you give us may include:
- identity information including your name, date of birth, national insurance number, personal description, photographic evidence, driving licence, passport, and CCTV footage.
- contact information including postal address, email address, work address, and telephone number(s).
- financial information including bank or building society account details, statements of account, DWP information, and earnings details such as salary/wage slips or HMRC tax information.
- Health information regarding any medical conditions, disability, injury and past, current, or future treatment/medication or rehabilitation, including medical records and medical expert reports.
- transaction information including interactions with Arriva Ltd and/or its subsidiary companies such as ongoing/previous complaints, journeys travelled, or products/services purchased.
- communications information including your contact preferences.
Information we collect about you. The information we collect may include:
- identity information including your name, date of birth, national insurance number, personal description, photographic evidence, and CCTV footage.
- contact information including postal address, email address and telephone number(s).
- financial information including bank or building society account details, statements of account, DWP information and earnings information such as salary/wage slips or HMRC tax information.
- Health information relating to any medical conditions, disability or injury and past, current, or future treatment/medication or rehabilitation, including medical records and medical expert reports.
- transaction information including interactions with Arriva Ltd and/or its subsidiary companies such as ongoing/previous complaints, journeys travelled, or products/services purchased.
- communications information including contact preferences.
Information we receive from other sources. We may receive information from other sources including Arriva Ltd subsidiaries: example - on-board CCTV recordings; counter-fraud and law enforcement agencies: example - police collision investigation reports; government departments: example - Department for Works and Pensions notice of NHS charges in respect of treatment received by you where you have made a claim for personal injury; investigators: example - those acting on behalf of Motor Insurers Bureau, insurers (including brokers): example - providing witness evidence; solicitors/barristers: example – legal advice, employers: example – attendance records, and medical practitioners/practices or other medical treatment/rehabilitation centres: example – medical records.
We may also receive information from representatives acting on and providing data on your behalf, such as insurers, solicitors/legal representative, car hire companies, brokers, loss adjusters, investigators, and accident management companies.
Sensitive personal data. It may be necessary for us to collect information about you classed as ‘special categories of data’, or ‘sensitive data’ (for example health information).
We may also receive information relating to legal or criminal proceedings including notices of intended prosecution, coroner’s inquest reports, bankruptcy notices, or details of driving offences.
How we use your data and the legal basis for processing your information is set out at Section 3.
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How do we use your personal data and what is the legal basis for such processing?
The collection of the personal data described above is usually mandatory and, if such personal data is not provided, we will not be able to carry out the activities relevant to provide information, products, or services to you or our clients. Where the collection of any personal data is not mandatory, we will inform you of this prior to collection, as well as the consequences of failing to provide the relevant personal data.
Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.
We may combine information received from other sources with information you give to us and information we collect about you. We may use the combined information for the purposes set out below (depending on the types of information we receive).
However, we will normally process your personal information only:
- where we have your consent specifically for the purpose(s) we have told you about; or
- where the processing is necessary to perform our contract with you; or
- where the processing is in our legitimate interests or those of a third party and such interests are not overridden by your data protection interests or fundamental rights and freedoms; and
- where we have a legal obligation to process your personal information.
We use your personal information as follows:
Purpose of processing Type of data Legal basis for processing To investigate and/or process claims for personal injury, financial reparation, or property damage which will include: - a) establishing facts
- b) providing services to assist with property repairs or medical treatment and/or rehabilitation
- c) assessing and valuing potential compensation/reparation
- d) collecting and reviewing evidence
- e) obtaining witness evidence
- f) managing payments
- a) identity
- b) contact
- c) financial
- d) health
- e) transactional
- f) communications
One or more of the following applies: - a) Performance of a contract with you
- b) Necessary to comply with a legal obligation
- c) Necessary for our legitimate interest including safety management, fraud prevention and establishing, exercising, or defending our/our client’s legal rights.
- d) Necessary for our legitimate interests to pay compensation to you.
To establish or defend our, and our client’s legal rights which will include: - a) establishing facts
- b) collecting and recovering moneys owed to us or our clients
- c) collecting and reviewing evidence
- d) obtaining witness evidence
- a) identity
- b) contact
- c) financial
- d) health
- e) transactional
- f) communications
One or both of the following applies: - a) Necessary to comply with a legal obligation
- b) Necessary for our legitimate interest including safety management, fraud prevention and establishing, exercising, or defending our/our client’s legal rights.
To manage our relationship with you which will include: - a) providing you with information that you have requested from us
- b) notifying you about significant changes to our privacy notice
- a) identity
- b) contact
- c) financial
- d) health
- e) transactional
- f) communications
One or more of the following applies: - a) Performance of a contract with you
- b) Necessary to comply with a legal obligation
- c) Necessary for our legitimate interest including safety management, fraud prevention and establishing, exercising, or defending our/our client’s legal rights.
If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided under the “Questions about this Privacy Notice” heading below.
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Sharing Your Information
We may share your personal data with Arriva Ltd or its subsidiaries.
We may share your personal data with third parties, business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you to assist us in the provision of services to you or our clients; to investigate and/or process your claim for personal injury or property damage and/or as necessary for our legitimate interest in establishing, exercising, or defending our/our client’s legal rights.
We may share your personal information with agents we engage to perform functions on our behalf including sending communications, investigating incidents, processing claims and payments, and recovering debts. They have access to personal data needed to perform their functions but may not use it for other purposes.
Except as explained in this privacy notice, we will not share your data with third parties without your consent unless required to do so by law or for fraud prevention.
We may disclose your personal data to any competent law enforcement body, regulator, government agency or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation; (ii) to exercise, establish or defend or legal rights; or (iii) to protect your vital interests or those of any other person.
These include, but not restricted to DVLA, MIAFTR, Motor Insurance Bureau, Department for Works and Pensions, His Majesty’s Courts and Tribunals Service, Coroners’ Courts, Police Authorities, Information Commissioner’s Office, Transport for London, Network Rail, CAHA Registrar Ltd, insurers/brokers, and solicitors/barristers.
We may also transfer your personal data to a buyer or potential buyer (and its agents and advisers) in connection with any reorganisation, restructuring, merger or sale, or other transferring of assets provided that we inform any receiving party it must use your personal information only for the purposes disclosed in this Privacy Notice.
Finally, we may disclose your data to any other person to whom you request us to make disclosure or if you consent to such disclosure.
- Data Retention
We will not retain your personal data for longer than is necessary to fulfil the purposes for which we collected that personal information, unless the law permits or requires that we retain it for longer.
The table below explains in more detail how long Transcare Solutions Ltd/Transcare Law will store different types of information for:
Claim Information Personal Injury Claim Six (6) years from date of file closure Property Damage Claim Six (6) years from date of file closure Correspondence and papers including emails Six (6) years from date of file closure Claims relating to minors (age under 18) Four (4) years after reaching the age of 18
- Information Security
We apply appropriate administrative, technical, and organisational security measures to protect your personal data that is under our control from unauthorised access, collection, use, disclosure, copying, modification, or disposal. All information you provide to us is stored on secure servers. We are part of the Arriva Ltd Group, which trains its employees regarding our data privacy policies and procedures and permit authorised employees to access personal data on a need-to-know basis, as required for their role. We also take steps to ensure that any service provider that we engage to process personal data on our behalf takes appropriate technical and organisational measures to safeguard such personal data.
- Transferring Information Internationally
Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of your country.
Specifically, we may use third party service providers located in Australia. This means that, when we collect your personal information, it may be processed in these countries. However, we have taken appropriate safeguards to require that your personal data will remain protected in accordance with this Privacy Notice.
- Updates to this Privacy Notice
We may update this Privacy Notice from time to time in response to changing legal, technical, or business developments. When we update our Privacy Notice, we will take appropriate measures to inform you, consistent with the significance of the changes we make. We will obtain your consent to any material Privacy Notice changes if, and where this is required by applicable data protection laws.
You can see when this Privacy Notice was last updated by checking the “last updated” date displayed at the top of this Privacy Notice.
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Your Data Protection Rights
You have the following data protection rights:
- If you wish to access, correct, update or request deletion of your personal information, you can do so at any time by contacting us at any time at [email protected].
In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information. Again, you can exercise these rights by contacting us at [email protected].
- If we have collected and processed your personal information on the lawful basis of your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.
We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.
- Questions about this Privacy Notice
If you have any question, concerns or complaints about this Privacy notice or our handling of your personal data, you can contact us by email on [email protected] or by post to the following address:
Transcare Solutions Ltd
1 Admiral Way
Doxford International Business Park
Sunderland
SR3 3XP
If you are unsatisfied with the response, you can contact Arriva Ltd.’s Data Protection Officer at [email protected].
You have the right to complain to a data protection authority about our collection and use of your personal information. If you are based in the European Economic Area, please contact your local data protection authority. (Contact details for data protection authorities in the European Economic Area, Switzerland and certain non-European countries are available on the EU Commission's website via the following link): http://ec.europa.eu/justice/data-protection/article-29/structure/data-protection-authorities/index_en.htm)
The controller of your personal data is Transcare Solutions Ltd.