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Privacy Statement

Enterprise Parking Solutions Ltd takes your privacy seriously. As such we have put together this privacy statement for your information. If you have any questions, complaints or want to exercise any of your rights as detailed below, please contact our data protection officer:
dpo@enterpriseparking.co.uk, Tel: 0845 527 0522 

The contact information for the Data Controller is:
Enterprise Parking Solutions Ltd, 71-75 Shelton Street, London, WC2H 9JQ.
info@enterpriseparking.co.uk, Tel: 0845 527 0522 

What information do we collect?
Clients
If you are subscribing to or receiving one of our services we process the following information:
• Contact name
• Contact phone
• Contact email
• Contact address
• Site (Parking Area) address
We require this information to provide you with your requested services and therefore will process this data for our contractual obligation. 
Parking Charge Notice Receiver
If you have parked at one of the locations we are monitoring, we will process the following information from you:
• Vehicle Registration Mark (VRM) 
We are processing this data on behalf of our contracted land owner. We require the collection of VRMs to ensure compliance with advertised parking area conditions. 
This information is kept according to the following schedule:
• VRM data held on file for permitted parking will be held for as long as the client remains active.
• VRM data captured by our cameras that has not formed a contravention will be held for 90 days.
• VRM data that has formed a contravention will be held for up to six years to facilitate debt collection and DVLA audits. 
We will request from the DVLA database the following information in the case that a breach of advertised parking conditions has been detected or reported:
• vehicle keeper name and address 
In the event that the registered keeper of the vehicle transfers liability of a Parking Charge they may provide the following information of the nominated driver/hirer:
• name, address, email and telephone number
In the case that a parking charge remains unpaid after 28 days we may append additional data including:
• email address
• telephone number 
This information is only obtained in case of a parking contravention and is kept for six years in accordance with our retention policies.
We are processing this data on behalf of the land owner to ensure compliance with advertised parking area conditions. 
VRM data held for permitted parking may be visible to landowners and their appointed management.
We may also use VRM data to produce aggregated analysis. VRMs or identifying data is not stored or discoverable as part of this analysis and data retention periods are not impacted.

Sharing Information with Others
Clients
We retain your data as described above and may email you from time to time with any changes to our services or any additional services that may become available in the future. We do not share any of your data with others for any purpose other than with those companies necessary to carry out the services being provided. 
Parking Charge Notification Receivers
We do not share any of your data with any third parties for any purpose related to advertising or marketing activities. We do share your data with those companies necessary for the issuance of Parking Charge Notices and the recovery of any outstanding parking charges in the event they remain unpaid. 
DVLA
As part of our service we may be audited from time to time by the DVLA. We will have to provide justification evidence for any VRM data lookups that are selected during this process, and your information will be checked by the DVLA for its correct usage, storage and retention as per their requirement guidelines. This information is not shared with anyone other than the DVLA.  

Your rights
You have the right to obtain, free of charge, a copy of all the data we hold on you as well as to correct this data if you deem it to be incorrect or incomplete. A request for this information can be made by contacting our data protection officer whose contact details are displayed at the top of this notice.
To access your rights, please contact our data protection officer whose contact details are displayed at the top of this notice.
We will respond to your request within four weeks of receiving it.
We may request proof of your identity to safeguard your privacy and that of any other persons we hold data for. 
If your requests are excessive in nature, too frequent or otherwise disruptive, we reserve the right to charge you for your request. If this is the case, we will inform you accordingly. 

Further complaints
If you are of the opinion that we have not handled a complaint or access request correctly and we cannot come to an agreement on the matter, you are able to contact the British Parking Association at https://www.britishparking.co.uk/, the DVLA at https://www.gov.uk/government/organisations/driver-and-vehicle-licensing-agency or the Information Commissioners Office (ICO) at https://ico.org.uk/ to register a complaint with them. 

CCTV cameras in operation
CCTV cameras may be in operation in parking areas under our operation to enforce the advertised parking conditions. Our cameras will detect and register your VRM to allow us to detect and enforce breaches of these conditions. This is done to fulfill our contractual obligations with land owners and for the legitimate interest of parking area owners. Your data is being processed by Enterprise Parking Solutions Ltd 

Privacy Statement Updates
We may update this Privacy Statement as and when required if or when either (1) changes occur to the law or (2) the services offered by the company change. This statement remains in force until the updated statement is published. 

Customer Complaints Policy

Enterprise Parking Solutions Ltd is committed to providing a market leading level of service and quality operations. However, we understand that despite our continued efforts in providing a consistent and quality level of service that there may be a time when a client is unsatisfied. As such, we have compiled the procedures below to ensure adequate and structured handling of complaints. The intention of this policy is to allow any issues to be escalated efficiently and any shortcomings identified and rectified as soon and efficiently as possible.

Our complaints policy
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. We have 28 days to consider your complaint. If we have not resolved it within this time you may complain to the British Parking Association.

Who can complain?
This complaints procedure is designed for customers and clients of Enterprise Parking, who have appointed, in the process of appointing or have historically appointed Enterprise Parking to carry out parking operations on their land or land on which they are the legal agent.

For motorists who have received a Parking Charge Notice (PCN), there is a separate dispute management procedure which can be found on the PCN letter received by you in the post. For more information on how to appeal a PCN please visit our website enterpriseparking.co.uk/motorists.

How to make a complaint
You can complain by post, email, phone or in person. Where a complaint is made orally we will make a written record and provide a copy within 5 working days.

What will happen next? 
1. We will send you correspondence acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care representatives who will review your file and liaise with the relevant staff/departments related to the case. 
3. We will then investigate the case between yourselves and the relevant department by phone and/or electronic correspondence with the intention to resolve your complaint. This will be done within 14 days of sending you the acknowledgement correspondence.
4. At the completion of the assessment we will write to you to confirm what took place and any solutions agreed internally or between you and ourselves. 
5. We will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement correspondence. 
6. At this stage, if you are still not satisfied, you should contact us again and we will provide you with the appropriate contact details of the British Parking Association. We are an Approved Operator of the British Parking Association and are committed to compliance with their Code of Practice. The details of the British Parking Association can be found at their website: www.britishparking.co.uk.

Anonymous complaints
We deal with anonymous complaints under the same procedure. However, it is better if you can provide contact details so we can tell you the outcome of our investigation.

Cookie Policy

A “cookie” is a small data file that is stored by your Web browser on your computer or handheld device. Cookies contain a small amount of information that is transferred to your computer’s hard drive or storage media on the device used to access the Website. They help us to improve our Website and to deliver a better and more personalised service. We may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer or other similar devices and/or other tracking techniques (including unique identifiers for your computer or device). 
Cookies necessary for the operation of the website
Some of the cookies we use are essential for parts of the Website to operate and are already set. These are strictly necessary and without them, the Website cannot operate as intended.  
Other use of cookies
Where you consent to us doing so, we also use cookies and other such tracking techniques to compile anonymous, aggregated statistics that allow us to understand how users use our Website and to help us improve the structure of our Website (we cannot identify you personally in this way). 
Cookies outside of our control
We use Google Analytics which sets a number of cookies in order to evaluate your use of our Website and enable us to carry out actions including (but not limited to): Tracking the number of visitors; Monitoring the number of users; Analysing popular content. 
Google stores the information collected by these cookies and may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google. By using our Website, you consent to the processing of data about you by Google in the manner and for the purposes set out above. See this link for how to reject or delete this cookie: http://www.google.com/intl/en/privacypolicy.html
Browser settings
Most internet browsers are automatically set up to accept cookies, but you can set your browser to refuse a cookie or ask your browser to show you where a cookie has been set up. Find out how to disable/enable cookies by clicking on the “Manage Cookies” section of the Interactive Advertising Bureau UK website on the following link http://www.allaboutcookies.org. You can also refer to the help tab in your browser for more information on disabling or enabling cookies. Unless you have adjusted your browser settings so that it will refuse cookies our system will issue cookies when you visit our Website.

Disclaimer

Enterprise Parking Solutions Ltd makes every possible effort to ensure that the information published on its website is accurate and up to date. However, we reserve the right to make amendments at any time and without prior notice. The information contained in this website is for general information purposes only. The information is provided by Enterprise Parking Solutions Ltd and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

Through this website you are able to link to other third party websites which are not under the control of Enterprise Parking Solutions Ltd. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website or hyperlinks provided to third party website.

Every effort is made to keep the website up and running smoothly. However, Enterprise Parking Solutions Ltd takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

This policy is effective from 1 November 2018
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