Customer Contact Centre and other enquiries - privacy notice

This privacy notice provides information about how personal data is used with regards to query resolution and other occasions where you may contact our Customer Contact Centre and other enquiry services.

This privacy notice sits beneath our top level privacy notice and provides information about how personal data is used with regards to query resolution and other occasions where you may contact our Customer Contact Centre via telephone (0300 123 5000), in writing (Bridge House, 1 Walnut Tree Close, Guildford, Surrey, GU1 4LZ), or via email (info@highwaysengland.co.uk).

It also applies to contact with other National Highways enquiry services.

Please see the main privacy statement for details on your rights and who to contact about use of personal data.

What personal data do we collect and handle?

The data is being collected solely to administer the query or information that you have contacted us regarding. This will only include your name and the reply email address/telephone number that you provide to us in your contact.

What legally allows us to collect and handle information about you?

Your data will only be processed with your consent. Consent may be withdrawn at any time by contacting us.

How long do we keep your information for?

We will retain your information for the duration required to resolve your query plus 2 years from the date of resolution. If a subsequent query is raised by you within that timeframe then your data will be kept for 2 years from the resolution of your latest enquiry. This data is kept for training, monitoring and customer satisfaction purposes.

Who do we share your data with?

In some cases, we will need to share your data with our third party suppliers in order to resolve your query. In these circumstances we are still responsible for the use of your data and ensure that the right safeguards are in place through measures such as contract clauses.

What rights do you have?

Please see our main privacy notice for more details on your rights:

  • to be informed
  • to access your personal data
  • to rectify your personal data
  • to restrict our processing of your personal data
  • to erasure
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