From Monday 16 October, changes will be made to the Chester line timetable. This is to improve train performance caused by a series of problems experienced over the last few weeks, including slippery rails caused by leaf-fall, busier trains as a result of the Lime Street upgrade work and infrastructure failures.
Merseyrail Electrics 2002 Limited is sensitive to privacy issues on the Internet. We believe that it is important you know what information we collect about you and how we treat that information.
What information do we collect about you?
In general, you may visit the Merseyrail website without telling us who you are or revealing any personally identifiable information.
E-mail addresses and other personally identifiable information such as first and last name and contact details are only collected when voluntarily provided.
Data is collected through:
- Website forms – for example Contact Us, Complaints, Competitions, Cycle Storage Applications
- Merseyrail App – optional profile sign up
- Merseyrail Wi-fi login
- Postal queries and complaints
- Telephone queries and complaints
- Job applications
You may request confirmation of what personal information Merseyrail Electrics 2002 holds for you at any time.
All personal information submitted through Merseyrail digital channels is stored in a secure database behind a firewall and password protected system. However, the internet is not always a secure platform and we cannot guarantee the security of any information submitted through digital channels.
Merseyrail does store any passenger financial information.
What do we do with this information?
Unless otherwise disclosed during the collection, personally identifiable information may be retained by Merseyrail Electrics 2002 Limited. Merseyrail Electrics 2002 Limited do not sell, transfer or otherwise disclose this personally identifiable information outside this company, except when disclosure is required by law or for the purposes of improving Merseyrail services and communications. The security of how data is held by authorised 3rd party companies is checked and monitored and 3rd party companies will not be able to use your data to contact you directly.
When you submit personal information to Merseyrail you will have the option to opt in to further information on service updates, special offers and promotions. If you do not opt in, or the opt in field is not included on the form, your personal information will not be used to contact you except for the original purpose for which you submitted your details.
We may use the personal information you provide for any of the following purposes:
(1) to understand the use of our website and make improvements;
(2) to fulfill prizes;
(3) to respond to specific request from visitors;
(4) to obtain parental consent from visitors under 18 years of age, where necessary;
(5) to provide any necessary notices to our visitors or their parent or legal guardians, where necessary;
(6) to protect the security or integrity of our website when necessary;
(7) in general to promote and market products to you.
These communications may take the form of mailings or other couriers, telephone calls, e-mail communications and other methods of contact. If you do not want to receive these communications using your personally identifiable information, please notify us.
At times, we conduct on-line surveys to better understand the needs and profiles of our visitors. When we conduct a survey, we will try to let you know how we will use the information at the time we collect the information from you on the Internet.
Personal information submitted with a complaint
All complaints received are recorded in our Customer Complaints Database; trends are identified and fed through to the relevant function for addressing. A sample of complaints each period is monitored through our Service Delivery Group for action. SDG is the business group that deals with all aspects of customer service. The sample of complaints and the responses to customers/actions taken are analysed and comments fed back to the Customer Relations Team. This forms part of the Customer Service Director’s monthly board report. Personal information such as contact details are removed before complaints are shared.
No third party or out sourced staff deal with Merseyrail Complaints, however third parties are briefed to point customers to staff that can assist. Any Merseyrail complaints submitted to Merseytravel are forwarded to Merseyrail to resolve.
Any hard copies are securely archived and destroyed after 6 years.
Staff complaints are also sent to line management for investigation. Staff have the opportunity to see the customer complaint and once closed out the customer response is sent to the line manager for discussion with the member of staff involved. All copies are edited so that personal information is removed for data protection.
It is our policy that visitors to our website who are under the age of 18 should not post or provide information on our website without the consent of their parents or legal guardians. You should supervise the online activities of your children, and consider the use of parental control tools available from online services and software providers that help provide a kid-friendly Internet environment.
This website may contain links to other sites of third parties. We are not responsible for the content or privacy practices of those other sites.
A cookie is a piece of text that a website transfers to your computer's hard disk so it can remember who you are. Cookies are generally used to monitor how a website is used and improve your online experience. They do not give us access to the rest of your computer and are not used to identify you personally. For example a Cookie is used to remember which stations you last searched for when using the Journey Planner to save you completing these fields on each visit.
Changes to this privacy statement