Santander Cycles

Personal details we hold

If you are a registered Santander Cycles member, the data we hold about you includes:

  • Name
  • Address
  • Email address
  • Telephone/mobile number
  • Password and security question
  • Billing preferences
  • Payment card information
  • Bank account information (where you have a direct debit agreement)
  • Marketing/communication preferences
  • Cycle Access Key reference number
  • The location, date and time a cycle was hired and docked

On occasion, TfL will ask you for the name and address details of additional users who you have authorised to use the hire bikes.

This may be in connection with a claim made on the scheme's Public Liability Insurance or in relation to the terms and conditions or code of conduct.

Length of time information is kept

We retain the names and contact details of registered members for 12 months after they last used the scheme. 

The location, data and time a cycle is hired and docked using a member key will be added to a customer record, which also contains the registered member's name and contact details. This data is deleted after 12 months.  

We keep bank account details for 18 months from the transaction date or end of the direct debit agreement, whichever is latest. Payment card information will be retained for a maximum of 18 months.

A complete breakdown of how long TfL retains personal data collected and held in connection with the scheme is publicly available in the London cycle hire scheme agreement.

How to access your personal data

If you are a registered member, you can access your account information via your online account. You can also request information about your use of Santander Cycles by telephone on 0845 026 3630 or by using the online contact form. You will be required to confirm your identity before any information will be provided to you.

For access to other personal information held by TfL please see the section on Subject Access requests in Access your data.

Keeping your data secure

We take the privacy of our customers very seriously and a range of robust policies, processes and technical measures are in place to control and safeguard access to, and use of, personal information associated with Santander Cycles.

Disclosing data to the police

At our discretion, we may disclose personal data in response to valid requests from the police.

Before we authorise any disclosure, the police have to demonstrate that the personal data concerned will assist them in the prevention or detection of a specific crime, or in the apprehension or prosecution of an offender.

Each request from the police is dealt with on a strictly case-by-case basis to ensure that any such disclosure is lawful and in accordance with the Data Protection Act 1998.

Sharing Santander Cycles data

We share information only in very limited circumstances. We share users' personal data with our subsidiaries and service providers for the purposes of customer services and administration, to provide travel-related information and for customer research and fraud prevention.

In the event that you make a claim on the scheme's Public Liability Insurance for yourself or on behalf of an additional user we will, on request, share relevant information with the insurance provider or their agent for the purposes of verifying and processing your claim.

TfL will share your personal information with the scheme's sponsor for marketing purposes where you have explicitly agreed that we can do so. You can opt out from receiving marketing information from the Scheme Sponsor at any time by amending your  marketing preferences via your online account or by telephone on 0845 026 3630.

We may also disclose personal data if required to do so by law. The Data Protection Act allows us to do this where the request is supported by evidence of the relevant legislation which requires the disclosure, or a court order.  

Suspension or exclusion

You, and any additional user authorised by you, are expected to adhere to the scheme's terms and conditions and code of conduct while using a hire bike.

In the event that the police obtain information regarding non-compliance with these terms and conditions, any applicable laws and/or Santander Cycles code of conduct while you (or an additional user) are using a Cycle, the police may provide TfL with details about this. Such information may be used by TfL to exclude or suspend you (or an additional user) from using Santander Cycles.

Santander Cycles privacy notice

Transport for London (TfL), its subsidiaries and service providers, will use your personal information for the purposes of customer services and administration of Santander Cycles, the provision of travel related information, customer research and fraud prevention. Your personal information will be properly safeguarded and processed in accordance with the requirements of the Data Protection Act 1998.

Information obtained by the police about non-compliance with Santander Cycles terms and conditions, any applicable laws and/or the Santander Cycles Cycling Code, while you or an Additional User are using a Cycle may be disclosed to TfL and used by TfL to suspend or exclude you or an Additional User from using Santander Cycles.

In the event that you make a claim under the Scheme's Public Liability Insurance Policy, TfL may disclose relevant information if requested to do so by the insurance provider for the purpose of verifying and processing your claim. You can request a copy of this policy by calling 08450 263 360.

In certain circumstances, TfL may also share your personal information with the police and other law enforcement agencies for the purposes of the prevention or detection of crime.

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