Privacy Notice
Devere Parking Services Ltd
Registered address – 5th Floor, 167-169 Great Portland Street,

London. W1W 5PF
Registered in England and Wales (07706655)

This Policy was lasted updated 9th November 2024

If you have received a Notice to Keeper from us, then we have obtained the name and address of the registered keeper of the vehicle from the DVLA for the purposes of enforcing the unpaid charge as set out in the notice. If you are not the registered keeper then we may have obtained your details from the registered keeper who has identified you as the driver of the vehicle on the time and date of the parking event.

What data is processed when you use car parks managed by Devere Parking Services Ltd?

What data do we collect?

​When you use a Devere Parking Services Ltd, we collect and process data comprising of images of vehicles using the car park and/or the Vehicle Registration Mark (VRM).

​If the contractual parking terms and conditions are breached, a Parking Charge Notice will be issued. The data we process when issuing a Parking Charge Notice includes the recipient’s name and address, images of the vehicle, its details and movement whilst using the car park and the Vehicle Registration Mark (VRM).

If you submit an appeal in relation to a Parking Charge, or otherwise correspond with us, including on the phone, you may provide us with additional personal data, the data we process may include: the VRM; your name, address, email and phone number; a Parking Charge or other reference number; the capacity in which you are appealing (e.g. keeper, driver, hirer, other); and any other information you provide within any correspondence, phone call or appeal, including any documentation you share with us.

How do we collect data?

​Images of vehicles and VRMs are collected by attendants on-site and/or CCTV Camera/ANPR. Warden operatives also wear body worn video equipment for safety and evidence purposes. Where in operation VRM data may also be collected and processed via the payment and/or terminals systems.

​If you have received a Parking Charge Notice and you are the registered keeper of the vehicle, as held by the relevant vehicle licensing agency, then your data has been provided by the Driver and Vehicle Licencing Agency (DVLA) or international equivalent.

If you are not the registered keeper of the vehicle, then your data has been provided by:

  • A third party who has confirmed that you were responsible for the vehicle on that date;

  • A third party who has confirmed that you were driving the vehicle on that date;

  • A third party who has confirmed that the vehicle was on hire or leased to you on that date.

If you submit an appeal or otherwise correspond with us, the data processed by us will be as provided by you within that appeal or correspondence. Where someone appeals or corresponds with us on your behalf, then the data processed will be as provided within the documentation we receive from them.

What if you provide sensitive data within an appeal or correspondence?

​Depending upon the nature and content of your appeal or correspondence, the information or documentation provided may be classed as “special category” personal data and will, therefore, be considered to be more sensitive.

​Examples include: personal identity numbers, financial account information, information about an individual’s racial or ethnic origin, sexual orientation, political opinions, religious, philosophical or other similar beliefs, or information about an individual’s physical or mental health.

We will continue to process any “special category” personal data provided by you, as specified above unless we are notified that your consent to processing has been withdrawn.

​You are free to change your mind at any time and withdraw your consent. The consequence might be that we will no longer be able to consider your circumstances in full when reviewing an appeal and when considering whether further action is appropriate should a Parking Charge remain open.

​If you wish to withdraw your consent, please contact us at our address above.

How will we process your data and why do we process it?

​When using car parks managed by Devere Parking Services Ltd, personal data is collected and processed for the purposes of:

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  • Ensuring you comply with the parking terms and conditions, as displayed on signage throughout each car park, and to enforce those terms and conditions where necessary.

  • Issuing a Parking Charge Notice where the parking terms and conditions have been breached.

  • Progressing any issued Parking Charge to closure or payment, which includes reviewing and responding to appeals (both internal and with IAS) and seeking payment of the Parking Charge amount. Recovery may include collections undertaken via the use of debt collection agents and/or legal action (where required).

  • Providing car park management services, including the prevention and detection of crime, and data analytics.

​Our lawful bases for processing data are Performance of a Contract and Legitimate Interests.

​If you are the driver of a vehicle using a car park managed by Devere Parking Services Ltd, your data is collected and processed as necessary for the performance of the parking contract. This includes ensuring you comply with the parking terms and conditions, as displayed on signage throughout each car park, and to enforce those terms and conditions where necessary.

​We will also process data in pursuit of our, the landowners, and the public’s legitimate interests including:

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  • The enforcement of breaches of the parking terms and conditions where the recipient of the Parking Charge was not the driver of the vehicle. Enforcement of breaches of the parking terms and conditions ensures a better overall parking experience for all users of the facilities.

  • The provision of an effective appeals service, which is provided in line with the International Parking Communities Code of Practice. Where the Parking Charge was issued in England and Wales, this includes an opportunity for all motorists to lodge an appeal with the independent appeals  service (IAS) should their appeal to us be rejected. Progressing the Parking Charges we issue, either to closure or payment, supports the parking services we offer.

  • The provision of an effective car park management service to improve the customer experience.
    – Displaying images of vehicles on payment machines and/or terminals to assist car park users to identify their entry time and select the appropriate tariff payment.
    – Sharing information with the landowner where they have agreed to provide parking permits to certain individuals (e.g. staff parking permits), or where a payment account for specified vehicles has been agreed.
    – Carrying out data analytics, including reporting on vehicle turnover, vehicle type and repeat visits.
    – Providing data to the police to assist with the prevention and detection of crime (as appropriate).

  • As part of the audit processes undertaken by the DVLA and IPC.

​Data may be processed at a destination outside the European Economic Area but we have implemented and ensured the safeguards required by data protection law.

​Who do we share data with?

​In order to enforce the parking contract where a breach has been identified and to support the legitimate interests explained above, we may share data with the following organisations:

Vehicle licensing agencies, such as the DVLA or an international equivalent. This includes sharing data to obtain the contact name and address details of a vehicle’s registered keeper, as well as sharing for audit purposes.

The police or other security organisations for the safety and security of car park users, and in order to prevent and detect crime.

Vehicle hire and lease companies where they confirm that a vehicle was on hire or leased on the date that that vehicle was captured parked in breach of the parking terms and conditions.

Other organisations such as the International Parking Community (IPC), the Independent Appeals Service (IAS)  for parking events in England and Wales, landowners, managing agents, tenants, our press office (where related to media/press query), and any authorised sub-contractors, such as mail service providers, business process outsourcers, credit reference agencies, collection agents, legal advisors, IT service providers, and payment service providers.

What data is processed when you pay a Parking Charge online?

​This privacy statement applies to all personal data which is submitted within the online form:

​When you click a “Pay for your PCN” option button within the website

​We use Ecom6 Payments as payment service provider (PSP) to process payments. When making a payment you will access a separate ePayment web page or portal, hosted and administered by the PSP, and you will leave this website.

​What data will be processed?

​The data processed whilst you make payment of a Parking Charge may include a VRM, a parking charge reference, email address, card number, expiry date and security code. The parking charge reference will be used for the purpose of locating the relevant parking charge to enable the PSP to populate the payment screen with the outstanding amount payable and the other details will be used by the PSP to process the transaction.

​Data Security

The PSP  is responsible for the collection, security, and integrity of such of any data captured from the ePayment web page or portal collected and processed by the PSP in an encrypted file. The PSP assumes responsibility for security and integrity of such transaction data that it may retain in transaction data history files. Where delivery of the transaction data occurs, the PSP assumes responsibility for security, integrity, and delivery of such transaction data until such delivery occurs.

​The PSP operates and maintains responsibility for keeping in good working order host authorisation and submission of internet transactions including any encrypted data collected and processed by the PSP as part of an authorisation or settlement request originating from the ePayment web site or Portal, including (but not limited to) confidential cardholder data such as credit/debit card numbers, CSC codes, cardholder name, address details (where AVS is Used) and authorisation codes approved by the agreed Merchant Services Acquirer (“MSA”) and facilitates upgrades to such systems as agreed between the PSP and the MSA from time to time.

​Although we endeavour to ensure the PSP will do its best to protect your personal data, we cannot guarantee the security of your data entered via ePayment web pages, apps, or portals. These links have their own privacy policies which you should read before transmitting any data and are provided to improve your convenience. Any transmission is at your own risk and you should take the appropriate steps in respect of this risk.

How long will we keep your data for?

​There are certain reasons why we keep hold of some of your data. How long we keep your data for depends upon the type of data we hold and the purpose(s) for which it was collected and processed.

​We will store your personal data for no longer than necessary to support the purposes explained above.

​We retain the personal data we hold about you for up to 6 years from collection in order to respond to any concerns or claims that may arise in that time. This may be extended if related correspondence or claims are on-going, or where a county court judgement has been issued in Devere Parking Services Ltd favour and remains outstanding.

​If you ask us to restrict the way we process your data, or no longer want to receive marketing information from us, we will retain relevant data on suppression lists. This means that we will keep just enough data about you available to ensure that we continue to comply with your reasonable request.

​What are your rights as a data subject?

​Data protection law gives you the following rights. For further information, including to make a request or ask a question about your rights, please contact our Data Protection Officer (DPO) by emailing [email protected] or writing to our registered address.

​We will review each request we receive. Under data protection law we do not have to agree with your request but if we refuse your request, we will still contact you within 28 days to explain why.

​To object to the processing of personal data.
In certain circumstances, individuals have the right to object to the processing of personal data. Any such objection must be based on your particular situation. We will review each request we receive and if we refuse your request, we will inform you of the reason why we have not taken action.

​To access personal data.
Individuals have the right to request a copy of the data held about them. We are required to verify your identity before passing you information and We may contact you upon receipt of your request to clarify your request. We will be unable to process your request until we have all required information.

​To be informed about the processing of personal data.
Individuals have the right to be informed about the collection and use of personal data. This information is contained within this privacy policy, within the signage located on all sites managed by us and on our website by www.devereparking.co.uk/privacy-notice/

To request that the processing of personal data be restricted.
Individuals may have the right to request the restriction or suppression of personal data. This right will only apply in certain circumstances.

To request that personal data is corrected if it is inaccurate.
Individuals may request that inaccurate personal data is rectified or completed if it is incomplete.

To ask that personal data be erased.

The right to erasure is also known as ‘the right to be forgotten’ and individuals can request that their personal data is erased. This right will only apply in certain circumstances. We may decline your request for personal data to be erased, if the law requires us to do so or if you have an outstanding Parking Charge Notice. We will advise you with 28 days, by writing, if we decline your request and outline the reasons why.

​To request to move, copy or transfer personal data (“Data Portability”).

Request of a Subject Access Request will require us to formally identify you, the requester, to provide photographic identification, to prove who you say you are. We take data breaches very seriously and no SAR will be sanctioned unless this action has been taken. We will allow up to 30 days from asking for identification until we reject the SAR completely. Any identification received in such matter will be verified then destroyed instantly thereafter.

The right to data portability allows individuals to move, copy or transfer personal data easily from one IT environment to another. This right will only apply in certain circumstances.

​Rights relating to automated decision making, including profiling
Individuals have the right to be given information about such processing, request human intervention or challenge a decision. This right will only apply in certain circumstances.

​How can you contact the Information Commissioner’s Office?

​If you are concerned about our processing of your data or if you have a privacy-related query not answered by this policy, please contact our Privacy Team using the contact details below. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO). For further information, please refer to the ICO website, www.ico.org.uk.

​How can you contact Devere Parking Services Ltd if you have a privacy-related query?

​If you have any questions about our privacy policy, how we use your data or your data rights, you can contact us at the above address.

Complaints Policy

If you wish to make a complaint, you must write to us outlining your complaint. It does not cover appeals to Parking Charges issued during the enforcement of parking terms and conditions. Complaint must be sent to Devere Parking Services Ltd, 5th Floor, 167-169 Great Portland Street, London. W1W 5PF.

Our Complaints Officer will handle complaints that relate to:

  • The standard of customer service received from our staff.
  • The behaviour of staff when providing the service.
  • Any action or lack of action by Devere Parking Services staff in relation to correspondence with you.

Important Note:
If correspondence is received but does not constitute a complaint (for example, it relates to an appeal, dissatisfaction with company policy, or an anonymous
submission), we will notify the individual that their issue is not considered a complaint and will forward it to the appropriate department. However, if a submission
received by post is not deemed a valid complaint, it will not be processed, and no further correspondence will be issued.

Recording Complaints
All complaints are recorded in our internal complaints log. The following details are logged for each complaint:

  1. Date of complaint.
  2. The complainant’s details.
  3. A copy of the complaint.
  4. Copies of all correspondence.
  5. The outcome of the complaint.
  6. Any corrective action required and undertaken to ensure the situation does not recur (where applicable).

Complaints are retained in the log for 36 months from the date of the complaint.

Our Complaints Officer does not deal with the following:

  • Comments about our policies or policy decisions.
  • Matters already fully investigated through this complaints procedure.
  • Anonymous complaints.
  • Appeals or dissatisfaction regarding the issue of a Parking Charge Notice (PCN).

Responding to Complaints

All complaints will be acknowledged within 14 days of receipt. This acknowledgement will confirm that the complaint has been received and is being investigated.

We aim to reply to all complaints within 28 days of receipt. If further time is required to investigate the complaint, the complainant will be informed, and the reason for the delay will be logged in the complaints record. Responses will be provided through the same method in which the complaint was received, unless the complainant requests otherwise.

Corrective Action
If a complaint is upheld, corrective action will be taken to prevent the issue from recurring. Corrective actions may include:

  • Staff training to address issues related to customer service or behaviour.
  • Staff disciplinary measures where necessary.
  • Process amendments to ensure procedures are followed correctly in the future.
  • Suspension of enforcement activities at a specific site if needed.

All corrective actions will be documented in the complaints log, and their effectiveness will be monitored to ensure compliance.

Concluding Complaints
When a complaint is concluded, the complainant will be informed of the outcome.

If the complainant is not satisfied with how the complaint has been handled, they may refer the issue to the Information Commissioner’s Office (ICO) or other relevant bodies, depending on the nature of the complaint.

When a complaint received from a Member of Parliament is resolved, the MP will be directed to the portal on the IPC website and provided the following information:

We are members of the International Parking Community (IPC) Accredited Operator Scheme (AOS). The IPC is a DVLA Accredited Trade Association (ATA) and has a Code of Practice and an Independent Appeals Service (IAS) that allows a Motorist access to an independent adjudication process on the lawfulness of Parking Charges issued by their members. An important condition of being an AOS member is that operators must adhere to The Code.

If you are not content with the response, we have provided you with, you can refer this to the IPC who will investigate and provide you with a response. To make this process as simple as possible the IPC has created a communication portal on their website https://theipc.info/login for you to use. They have created a username for all members of Parliament. Your username will be your email address. An email will have been sent with your login details. There is an option for you to reset your password if you are unable to login. If you have any issues, please contact the IPC via email on [email protected].