National Wheelchair Transport Services

Call us now on:
020 3633 4964

Privacy Policy

Effective Date: 15 July 2025
Last Updated: 15 July 2025

National Wheelchair Transport Services ("we," "us," or "our") is committed to protecting the privacy and data rights of our clients, staff, and website visitors in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This Privacy Policy explains how we collect, use, store, and protect your personal information.

1. Information we collect

We only collect personal data that is relevant and necessary for the provision of our services. This includes:

A. Personal information
  • Full name
  • Contact details (address, telephone number, email)
  • Medical or health-related information necessary for safe transport
B. Service and operational data
  • Journey booking information (pickup/drop-off location, time)
  • Transport service history
  • Mobility needs or equipment requirements
  • Service feedback or complaints
  • Information provided through online enquiry forms or direct email communication
C. Technical and website data
  • IP address
  • Browser type and version
  • Website usage information (cookies, device type, time spent)

2. Legal basis for processing

We process your personal data only where there is a lawful basis under Article 6 (and where applicable, Article 9) of the UK GDPR. These may include:

A. Contractual necessity

Processing is necessary to fulfil our transport service agreements with you.

B. Legal obligation

Processing is required to comply with legal or regulatory responsibilities (e.g. safeguarding or health & safety laws).

C. Vital interests

In urgent cases, your data may be processed to protect your life or wellbeing.

D. Consent

Where none of the above apply, we will ask for your explicit consent (e.g. for marketing or sharing medical information beyond what is required).

E. Public interest or health

Special category data (e.g. health data) may be processed where necessary for health or social care services.

3. How we use your information

We use your information for the following purposes:

A. Service delivery
  • To arrange, manage, and deliver wheelchair-accessible transport
  • To ensure safety and meet accessibility or medical needs
B. Communication
  • To confirm bookings, respond to enquiries, and provide service updates
C. Operational management
  • Internal training, audits, service improvements, and record-keeping
D. Compliance and risk management
  • Fulfilling obligations under law, including incident reporting, safeguarding, and regulatory inspections

4. Sharing of information

We only share your personal data where necessary and in line with the UK GDPR. This may include:

A. Service providers

Drivers, office staff, and personnel involved in delivering your service.

B. Healthcare or support services

Care providers or medical professionals, where required for the safe coordination of your journey.

C. Legal and regulatory bodies

We may disclose information to regulatory or oversight authorities where required by law. This includes, but is not limited to:

  • Care Quality Commission (CQC)
  • Local Authorities
  • Law enforcement agencies
  • Transport for London (TfL), where applicable, in relation to licensing, compliance, or safety oversight
D. Data processors

Secure third-party providers (such as IT, communications, or storage services) who help us manage bookings, operations, and records. These providers are contractually bound to comply with data protection laws.

We do not sell, rent, or trade your personal information to third parties.

5. Data retention

We retain personal data only as long as necessary for the purposes for which it was collected, including:

  • Providing transport services
  • Complying with legal, regulatory, or insurance obligations
  • Handling complaints or safeguarding concerns
  • Responding to enquiries or requests sent via online forms or direct email

If you submit an enquiry through our website or by email and do not proceed with our services, your information may be retained for a limited period (e.g. 6–12 months) to allow us to follow up, resolve the enquiry, or manage repeat contact. After that, data is securely deleted unless legally required to be retained.

6. Your rights under UK GDPR

You have the right to:

  • Access the personal data we hold about you
  • Request correction of inaccurate or incomplete data
  • Request erasure where appropriate
  • Restrict processing under certain conditions
  • Data portability (where applicable)
  • Object to processing in specific contexts
  • Withdraw consent at any time where processing is based on consent

To exercise these rights, contact us (see Section 10). You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.

7. Data security

We take appropriate technical and organisational measures to protect your data, including:

  • Encrypted digital systems
  • Secure password-protected platforms
  • Staff training in confidentiality and data protection
  • Regular review of our data security practices

In the event of a data breach that may affect your rights or freedoms, we will notify you and the ICO in accordance with the law.

8. Cookies and website usage

We may use cookies and analytics tools to understand how visitors use our site and to improve the user experience.

You can control or disable cookies at any time through your browser settings.

9. Children’s data

Our services are intended for adults or for those arranging transport on behalf of adults. We do not knowingly collect data directly from individuals under 13. If we learn that such data has been collected without proper authority, we will delete it.

10. Contact us

If you have any questions about this Privacy Policy or would like to make a request regarding your personal data, please contact us:

National Wheelchair Transport Services
14 Cranborne Road, Barking,
Essex, IG11 7XE
Phone: 020 3633 4964
Email: hello@natwts.co.uk
Website: www.natwts.co.uk