We will make sure that we keep your details confidential, and keep any information we hold about you in line with the Data Protection Act 1998 and the General Data Protection Regulation 2018. If you want copies of any information held about you, we are able to do this in line with our procedures.

In order to progress your complaint, we will need to share details of your complaint and your name and contact details with the transport company you are complaining about. In our acknowledgement we will inform you about how we intend to progress your complaint. If you do not wish us to share your personal details with the transport company, please inform us immediately as we try to liaise with the transport company shortly after receiving your complaint. If you do not want London TravelWatch give your details to a transport company, this may prevent us taking your complaint forward in a meaningful way.

We may give some or all your details to another person or organisation if we need to carry out our own duties. This will include providing information to regulatory bodies such as the Department for Transport or organisations who need these details to carry out their legal duties, for example, the Police.

We aim to be open and clear about the work that we do and we keep to the Freedom of Information Act 2000. We deal with any requests for information in line with our procedure on Freedom of Information. Our publication scheme sets out our procedure.

Acting on the information you gave us

Your feedback is important to us. It helps us to identify areas where transport services can be improved to prioritise the issues that matter. We will regularly review the information and issues that you tell us about, so we can identify trends or issues which affect transport users.

To make sure that this feedback helps us to improve public transport in and around London, our casework team will:

• Tell management about issues you are concerned about so we can use these to influence and plan the work we do for transport users
• Provide regular reports on trends in complaints and issues to senior managers, the board and our sponsors – the London Assembly
• Send specific reports to the transport companies where we feel this will help them improve the service that they provide
• Give people with an interest in our organisation information on how we treat our customers and compare this with similar organisations.