Privacy Policy & GDPR Policy & Complaints Policy

Privacy Policy & GDPR Policy & Complaints Policy

Privacy Policy

 This policy explains how Green Parking Ltd. uses the personal information collected from you.  It also describes how long that information is kept for and the limited circumstance in which we might disclose it to third parties.

 Personal details we hold

Green Parking Ltd. holds three types of personal information which allows us to manage our car park locations.

  1. Customer provided information: customers’ contact details, their vehicle registration numbers and payment preferences are used to administer accounts and one-off payments for parking within our car parks.
  2. Customer contact records – emails and postal interactions with our website and head office are maintained for audit, training and service improvement purposes.
  3. Parking Records – Automatic number plate recognition (ANPR) cameras capture images and record vehicle registrations whenever a vehicle uses one of our car parks. These are retained as evidence in the event of a dispute.

In the event of non-payment of a parking tariff or unauthorised parking, the details of the registered keeper are provided to Green Parking by The Driver and Vehicle Licensing Agency (DVLA). This allows us to issue Parking Charge Notices (PCNs) for non-payment of a parking charge. It also enables the Driver to challenge the PCN.

 Length of time information will be held

In order to comply with the General Data Protection Regulations, your details will only be kept for the shortest time required.  This will vary according to the type of data being held.

How to access your personal data

If you wish to see full details of the information Green Parking Ltd. holds in connection with you, you will need to make a subject access request under the General Data Protection Regulations.  If you’ve received a PCN, we will have a maximum of four images, should you wish to obtain any of these images we might hold of your vehicle, or other personal data which we hold, you must make a formal subject access request.  If you have not received a PCN there are only limited circumstances in which we might retain images of your vehicle.  You will still need to submit a subject access request to obtain such images.  To initiate a subject access request, email: info@green-parking.co.uk or call us on 01372 462 156.

Keeping your details secure

Green Parking Ltd. has a contract with Nagels, Digital Doctors and ZZPS Ltd who provide the ‘back office’ service.  We store all our information in a secure area protected by the latest encryption and firewall technology.  These systems are regularly audited, and penetration tested to ensure your data is safe.

Your data will not be sent overseas, and we do not store entire credit/debit cards.  These details will be requested during the processing of specific transactions.

Sharing personal information

To support the prevention and detection of crime, Green Parking Ltd. can provide a summary of all vehicle parking to the local police forces.  Occasionally, personal information held in relation of Green Parking Ltd maybe requested and disclosed to:

  • The Driver and Vehicle Licencing Agency (DVLA)
  • Local authorities
  • The Police and other statutory law enforcement agencies
  • In the event of an unpaid parking session, debt registration and collection organisations.

Personal data may be shared with these organisations when a valid reason to the data under the General Data Protection Regulations (GDPR) and other data protection legislation is provided.  Such requests are dealt with on a strictly case-by-case basis.  Additionally, in the course of our day-to-day operations, we may monitor vehicles using our car parks.  If we believe we’ve observes activity we believe to be fraudulent, we will provide the information to the local authorities or the police.

We do not store credit card details nor do we share financial details with any 3rd parties.

 

Green Parking Ltd. GDPR

 Green Parking Ltd. have fully committed to adherence of the General Data Protection Regulations (GDPR) following implementation on the 25 May 2018.  In relation to our collection and processing of personal data, please see the below information.

 Section 1 – Collection of Data  

Green Parking Ltd. will be the data controller and the contact details for the company are: –

Data Protection Officer: Neil Edwards

Email: info@green-parking.co.uk

Data processors working on behalf of Green Parking Ltd are Nagels, ZZPS, JustPark, YourParking Space and RingGo.  The data held is used for the purpose of customer service and administration, enforcement and fraud prevention.

Collected data will be stored within secure electronic records management systems, with the system being dependant on the nature of information.  Green Parking Ltd. will store any correspondence from you and additional systems are used to process and store supporting information.

Section 2 Processing of Data

Personal data will be stored for the shortest time necessary in order to manage our car parks, including payments, account management and enquiries.  Our retention timescales are quotes in our Privacy Policy.

Under the GDPR you have the following rights to request information from the company:

  • Right of access to the data (Subject Access Request)
  • Right for the rectification of errors
  • Right to erasure of personal data (please note, this is not an absolute right)
  • Right to restrict of processing or to object to processing
  • The right to portability.

Processing isn’t based on receiving your consent: however, we must inform you that you have the right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.  If your consent is withdrawn, Green Parking Ltd reserve the right to still collect and process data.

You have the right to lodge a complaint with a supervisory authority (in the UK that is the Information Commissioners Office ICO). You can contact the ICO via their website.

If we are to process the personal data we hold for a purpose other than that for which is was originally collected, the we will provide you with information on what that other purpose is prior to the processing taking place.  The extra information will include any relevant further information as referred above including the right to object to that further processing.

 

 

Green Parking Ltd. Enforcement Complaints Policy

 

Enforcement Complaints Policy

(Parking enforcement related complaints)

This policy describes how Green Parking Ltd will deal with concerns raised in relation to parking enforcement.

Complaints that do not relate to matters pertaining to the BPA’s Approved Operator Code of Practice or Parking (Code of Practice) Act 2019 are not covered under the scope of this policy. Please see General Complaints Policy for non-enforcement related complaints.

Green Parking Ltd takes complaints seriously as they help us to improve areas of our products and services and make sure we resolve any issues relating to the consistency and quality of our business operations.

Our complaints policy is an opportunity for customers to tell us when we might have fallen short of expectation, and how we can put things right. Green Parking Ltd assess and make decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.

1. Definition of a Complaint

This complaints policy is not intended to be an appeal against a Parking Charge Notice (PCN). Matters relating specifically to appeals must be made in writing as instructed on the notice itself.

If a complaint is received and we consider it to be or includes an appeal against the validity of an PCN, we will treat it as an appeal and advise the customer of this, unless we are informed that the customer does not wish it to be so handled.

Our definition of a complaint is something about the quality of the service provided by an organisation, its processes and/or the behaviour of its staff.

Our definition of an appeal – correspondence shared against the decision of an organisation – in this instance, the decision to issue a Parking Charge Notice – where a change to that decision is required.

2. How to make a Complaint

Customers who wish to make a complaint must do so in writing. This is to ensure we know exactly what the nature of the complaint is and this reduces the possibility of ambiguity or of the customer’s complaint not being correctly recorded over the telephone. The complaint will then be registered onto our system and a unique reference code generated.

Once the complaint has been received, we will acknowledge receipt of the complaint within 14 days and provide the unique reference code and confirm the timeframe the process will take to reply to the complaint. The acknowledgement will be sent to the name and address, or email provided. In the absence of valid contact details, it may not be possible to process a complaint or process it within the published timeframes.

We will respond to complaints within 28 days of receipt. In some cases, however, the allotted timeframe could be extended due to the nature of the complaint and the complexities surrounding any investigation. If we are unable to reply to the complaint within 28 days, the customer will be written to, to advise of progress.

A complaint must be made in writing via email or post:

Email: admin@green-parking.co.uk

Postal Address: Green Parking Ltd, West Weylands Farm, Esher Road, Walton on Thames, Surrey, KT12 4LJ

The complaint must be made within 56 days of the incident taking place.

3. How Complaints will be recorded

Complaints will be recorded on a complaint’s register and kept on file for 36 months and these will be available on request to authorised bodies. The details that will be retained will be:

* Date of complaint

* Copy of complaint

* Copy of all correspondence

* The outcome

* Details of any corrective action required

All personal data will be redacted in line with GDPR requirements.

The complaints register will be reviewed every 3 months to identify trends and training opportunities.

4. Escalation Process

4.1 Stage one

In the event that the customer is not satisfied with the handling of the complaint, the complaint can be escalated to Mary Dart, Office Manager who will acknowledge the escalated complaint within 14 days. A full response to your complaint will be issued within 28 days unless exceptional circumstances have been identified. If more time is needed, the customer will be written to with an update.

4.2 Stage two

If the customer remains dissatisfied with our determination of the complaint, we will provide them with the details to enable you to complain to our Accredited Trade Association, the BPA. Details will be provided at the appropriate time.

In order to escalate a complaint to the BPA the customer must supply a copy of our final complaint response.

Our Accredited Trade Association or Conformity Assessment Body will not review escalated complaints where this is not provided by the customer.

Confidentiality

All complaints will be dealt with in accordance with the requirements of the Data Protection Act 2018.

Please note, when a complaint concerns the issuing of an PCN issued by us, Green Parking Ltd are the data controller. As such the customer should be aware that any information provided in connection with the complaint will be used by Green Parking Ltd to help us deal with it. The customer’s information may also be passed to Green Parking Ltd’s staff who were enforcing any parking restrictions or conditions at the relevant site. Information may also be shared with the landowner and any permit service provider if relevant to allowing the complaint to be investigated and resolved.

For more information on how we use your information you can contact our data protection officer, Neil Edwards. More information about your rights concerning the use of your personal data is available within our Privacy Policy available on the Green Parking Ltd website. www.green-parking.co.uk

Green Parking Privacy Complaints Policy

Our Privacy Policy explains how Green Parking Ltd. uses the personal information collected.

It also describes how long that information is kept for and the limited circumstance in which we might disclose it to third parties.

Personal details we hold

Green Parking Ltd. holds three types of personal information which allows us to manage our car park locations.

  1. Customer provided information: customers’ contact details, their vehicle registration numbers and payment preferences are used to administer accounts and one-off payments for parking within our car parks.
  2. Customer contact records – emails and postal interactions with our website and head office are maintained for audit, training and service improvement purposes.
  3. Parking Records – Automatic number plate recognition (ANPR) cameras capture images and record vehicle registrations whenever a vehicle uses one of our car parks. These are retained as evidence in the event of a dispute.

In the event of non-payment of a parking tariff or unauthorised parking, the details of the registered keeper are provided to Green Parking by The Driver and Vehicle Licensing Agency (DVLA). This allows us to issue Parking Charge Notices (PCNs) for non-payment of a parking charge. It also enables the Driver to challenge the PCN.

We apply to the DVLA for the keeper’s details for the sole purpose of issuing a PCN on one of our leased or managed car parks.

We do not act as an agent or apply for keepers details from the DVLA on behalf of any third party.

Length of time information will be held

In order to comply with the General Data Protection Regulations, customer details will only be kept for the shortest time required.  This will vary according to the type of data being held.

How a customer can access their personal data

If a customer wishes to see full details of the information Green Parking Ltd. holds in connection with them, they can make a subject access request under the General Data Protection Regulations.

To issue a PCN, we will have a maximum of four images, should a customer wish to obtain any of these images we might hold of their vehicle, or other personal data which we hold, they must make a formal subject access request.  If a PCN has not been issued there are only limited circumstances in which we might retain images of a vehicle.

To initiate a subject access request, email: info@green-parking.co.uk or call us on 01372 462 156.

Keeping details secure

Green Parking Ltd. has a contract with ZatPark and Digital Doctors who provide the ‘back office’ service.  We store all our information in a secure area protected by the latest encryption and firewall technology.  These systems are regularly audited, and penetration tested to ensure data is safe. Data will not be sent to any other third party or overseas, and we do not store entire credit/debit cards.  These details will be requested during the processing of specific transactions.

Sharing personal information

To support the prevention and detection of crime, Green Parking Ltd. can provide a summary of all vehicle parking to the local police forces.  Occasionally, personal information held in relation of Green Parking Ltd maybe requested and disclosed to:

  • The Driver and Vehicle Licencing Agency (DVLA)
  • Local authorities
  • The Police and other statutory law enforcement agencies
  • In the event of an unpaid parking session, debt registration and collection organisations.

Personal data may be shared with these organisations when a valid reason for the data under the General Data Protection Regulations (GDPR) and other data protection legislation is provided.  Such requests are dealt with on a strictly case-by-case basis.  Additionally, in the course of our day-to-day operations, we may monitor vehicles using our car parks.  If we believe we’ve observed activity we believe to be fraudulent, we will provide the information to the local authorities or the police.

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