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Personal data

How do I request information held about me by Customer Services?

At Customer Services we may hold the following information about you if you have contacted us before:

  • Call recordings (within 6 months)
  • Emails, letters and other forms of correspondence (6 months)
  • Case notes

In order to request any of the above, please contact us either in writing at the address below or email us at: customerservices@gatwickexpress.com

Gatwick Express Customer Services
PO Box 10240
Ashby-de-la-Zouch 
LE65 9EB

To support this application we will require:

  • A clear request (by either letter or email) detailing the information you require – please be as specific as possible as this will help us to find the information you require. Please consider whether you have contacted us using more than one phone number, email address or if you have moved house as this will enable us to carry out the necessary searches on our systems.
  • We will want to satisfy ourselves of your identify i.e. that the identity of the requestor matches the records we hold.

How long will it take?
We will process all application promptly, but in any event we will respond within 40 calendar days from the date that we receive your request and have satisfied ourselves of your identity.

How do I request CCTV footage of myself?

Although access to CCTV images is generally restricted to the Police for evidence or to help prevent and tackle crime, under the terms of the Data Protection Act (DPA) and subject to certain exemptions, you are entitled to ask Gatwick Express to provide you with any CCTV images or footage of yourself (or a person you are legally acting on behalf of) that we hold. This entitlement is known as the "Right of Access to Personal Data".

To request the information you will need to make a Subject Access Request (SAR) to Gatwick Express.

If you would like to make a SAR for CCTV footage we would ask that you complete a subject access request form. This guides you through the information we need to process your application and the identification we will need to ensure we are only providing personal information to the right person.

Subject Access Request Form

Please send all requests to:

Julie Sadler - Internal Audit and Compliance Manager
Govia Thameslink Railway Limited
1st Floor
Monument Place
24 Monument Street
London EC3R 8AJ

Email privacy@gtrailway.com 

If you do not wish to complete the form, you can still apply in writing or by email. For your request to be valid it must contain:

  • A clear written request, detailing the information you require – please be as specific as possible as this will help us to find the information you require, in particular:

    • Date of the relevant incident:
    • Time of the relevant incident:
    • The precise location of the incident (include Platform number or area of the station, e.g. gateline):
    • Train departure time from which station / train destination / which train carriage (if relevant)
     
  • 2 forms of identification to enable us to verify your name and address (e.g. copy of your Driving License or Passport ID for name confirmation, and a recent utility bill or similar dated within the last 3 months for address confirmation).
     
  • A recent photograph of yourself endorsed on the back by a responsible person who certifies it to be a true likeness of you.
     
  • A description of what you were wearing at the time to enable us to identify you
     
  • The SAR fee – this is £10 and is non-refundable and is used to cover a small amount of the administrative costs involved [Cheque or Postal Order made payable to ‘Southern Railway Ltd’].

Your request will be placed on hold until we have received all of the items above.

Insurance Claims
If you are requesting footage of a vehicle you will need to provide a copy of the Registration Document and/or a certificate of insurance to agree this to the proof of address and to confirm your interest in the vehicle.

Please note, that if the images relate to a road traffic accident we will need to confirm whether there is any on-going police investigation as CCTV images will always be release to the police in the first instance to ensure an appropriate evidence trail is maintained.

Your request will be placed on hold until we have received all of the items above.

Making a request for someone else?
If you are you acting on behalf of the Data Subject with their express permission, or with the appropriate legal authority this must be disclosed to us. Please describe your relationship with them (e.g. legal advisor, insurer, spouse, parent, etc.) and explain why you are making this information access request on their behalf. This should be supported by an appropriate letter of consent from the data subject where this is possible.

Please also enclose proof of the Data Subject’s identity as described above.

How long is footage held for?
If you require CCTV images it is important that you contact us as soon as possible to ensure it has not been deleted. The MAXIMUM retention period for which we retain footage is shown below. This period may be less, depending on the location and systems in use:

  • CCTV footage at Gatwick Express stations is held for a maximum of 30 days from the time of recording
  • CCTV footage on trains is held for a maximum of 7 days from the time of recording.

CCTV managed by Network Rail

Please note, that although Gatwick Express operates train services into and out of the following stations, the CCTV at these is managed and operated by Network Rail:

  • London Bridge
  • Victoria

Applications for CCTV footage should be made directly to Network Rail. Contact details can be found at www.networkrail.co.uk/managed-stations

How long will it take?
We will process all applications promptly, but in any event we will respond within 40 calendar days from the date that we receive your request, your proof of identity and the fee.

Please note that Gatwick Express has no control over the provision of CCTV at non-Govia Thameslink Railway managed stations.

What you may receive
If we hold relevant footage we will provide it to you in the following format:

  • If there are no factors affecting the disclosure of the information (see below), the footage will be provided on a DVD-ROM, which will include instructions on how to view the content
  • Where full footage cannot be provided we will provide still images – where still images are provided we may ‘blur’ any content that could be consider extraneous to the request, or that may constitute the personal data of any other party in the image.

Should your enquiry relate to a criminal offence the matter must be reported to the Police and you should provide us with the relevant crime number and details of the officer in the case. In the case of a crime the police will have access to the full segment of data and images will only be released directly to you or your agents with the expressed consent of the police. Under the Data Protection Act, only data that is specific to your enquiry may be released. Gatwick Express will protect the identity of all data subjects in the field of vision unless the individual is in our opinion directly involved in your inquiry.

What factors affect the disclosure of footage?
Your request for CCTV footage may not be successful where:

  • The camera was pointing in a different direction or was not recording
  • The police are involved
  • Insufficient detail is provided in the request
  • The time frame is too broad (typically more than 2 hours)
  • Third parties are identifiable in the images (we are required to protect the rights of other people)

Data Protection Act
You can find out more about the Data Protection Act on the Information Commissioner’s Office website.

Information Usage
Once Gatwick Express has provided any information to you it cannot be held responsible for anything that happens to the information. You are reminded that the information that we may provide to you is your personal information and should be treated carefully and not disclosed to anyone.

How do I request information that you hold about me?

Under the terms of the Data Protection Act (DPA) and subject to certain exemptions, you are entitled to ask Gatwick Express for a copy of all, or part, of the personal information which it holds about you for the purposes of providing services to you. This entitlement is known as the "Right of Access to Personal Data".

To request the information you will need to make a Subject Access Request (SAR) to Gatwick Express.

If you would like to make a SAR we would ask that you complete a subject access request form. This guides you through the information we need to process your application and the identification we will need to ensure we are only providing personal information to the right person. 

Subject Access Request Form

If you do not wish to complete the form, you can still apply in writing or by email. For your request to be valid it must contain:

  • A clear written request, detailing the information you require – please be as specific as possible as this will help us to find the information you require
  • 2 forms of identification to enable us to verify your name and address (e.g. copy of your Driving License or Passport ID for name confirmation, and a recent utility bill or similar dated within the last 3 months for address confirmation).
  • The SAR fee – this is £10 and is non-refundable and is used to cover a small amount of the administrative costs involved [Cheque or Postal Order made payable to ‘Southern Railway Ltd’].

Your request will be placed on hold until we have received all of the items above.

Please send all requests to:

Julie Sadler - Internal Audit and Compliance Manager
Govia Thameslink Railway Limited
1st Floor
Monument Place
24 Monument Street
London EC3R 8AJ

Email privacy@gtrailway.com

How long will it take?
We will process all applications promptly, but in any event we will respond within 40 calendar days from the date that we receive your request, your proof of identity and the fee.

Making a request for someone else?
If you are you acting on behalf of the Data Subject with their express permission, or with the appropriate legal authority this must be disclosed to us. Please describe your relationship with them (e.g. legal advisor, spouse, parent, etc.) and explain why you are making this information access request on their behalf. This should be supported by an appropriate letter of consent from the data subject where this is possible.

Please also enclose proof of the Data Subject’s identity as described above.

What you may receive
The information, which you are entitled to receive from Gatwick Express, includes a description of the purposes for which it was collected, recipients to whom the data may have been disclosed and sources of the data. In most cases this will be obvious from the nature of the information.
Data Protection Act

You can find out more about the Data Protection Act on the Information Commissioner’s Office website.

Information Usage
Once Gatwick Express has provided any information to you it cannot be held responsible for anything that happens to the information. You are reminded that the information that we may provide to you is your personal information and should be treated carefully and not disclosed to anyone.

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