- Introduction
At Driven, we highly value your privacy and are dedicated to securely processing the personal information of our clients and customers in compliance with legal obligations.
This notice details how Driven collects, utilises, and shares any personal information we may gather about you, and outlines your rights concerning the personal data we hold.
“Driven” refers to Driven Logistics Solutions Ltd, which acts as the data controller for your personal data. We operate under the Data Protection Act 2018 (‘DPA’) and the General Data Protection Regulation (‘GDPR’). Driven is registered with the Information Commissioner’s Office (‘ICO’), registration number: XXXXXXXX.
- Collection of Your Information
Driven gathers personal information from business clients, customers, and other recipients of our delivery, warehousing, or other services through various methods:
- Completing orders, deliveries, or other services upon request or instruction.
- Utilising our services and website.
- Engaging with us for any reason, including enquiries or complaints, via telephone, letters, emails, SMS, webchat, or other electronic communications.
- Forms and receipts completed with Driven, including proof of delivery and collection.
- Customer satisfaction surveys and reviews on third-party websites.
- Information submitted via the Driven website, tracking application, or other Driven applications.
- Entry to Driven’s sites.
- Types of Information Collected
Driven may collect, use, store, and transfer various types of personal data about you. This includes information from our business clients, data you provide, and information we create when providing services to you or others. The table below outlines the categories of data we process, along with their sources and descriptions.
Categories of Data | Description | Source |
Contact Information | Your name, address, alternative delivery addresses, email, and phone numbers. For business clients, includes business name, position, and contact details. At our sites, name, job role, and vehicle registration are requested. | Collected directly from you or our clients. Third parties may also provide this for verification purposes. |
Contact Preferences | Preferences for communications about delivery dates and times. | Created when you interact with Driven and specify your preferences. |
Financial Details | Records of payments and payment information, such as property damage payments. | Provided by you in relevant transactions. |
Client Records | Records of services used, including delivery details and customer information. | Provided by you and generated during service provision. |
Customer Records | Records of services and deliveries received, including all interactions with us. | Provided by our clients, yourself, and created by us during service provision. |
Address History | Records of various addresses used, including billing and delivery addresses. | Provided by clients, yourself, or third-party verification services. |
Delivery Tracking Information | Real-time order tracking data. | Generated through our tracking application. |
Contact History | Details of enquiries, complaints, or claims, including correspondence and call recordings. | Provided by you and generated through interactions. |
Proof of Delivery Information | Delivery records including signatures and recipient details. | Provided by you upon accepting a delivery. |
Recipient Information | Information about different recipients, including names and addresses. | Provided by clients or customers arranging deliveries. |
Recorded Images | CCTV and other recordings for security purposes. | Recorded at our locations or via vehicle cameras. |
Image Data | Images of products left in situ and delivery exceptions. | Created during service provision. |
Survey and Review Data | Feedback from customer surveys and third-party reviews. | Provided by you through surveys or reviews. |
Cookie Data | Information from cookies used on our websites. | Detailed in our Cookies Policy. |
- Usage of Your Personal Data
Driven utilises the information collected for various purposes:
- To provide and enhance our delivery services to clients.
- To process orders and offer after-sales services.
- To improve customers’ experience through surveys or third-party reviews.
- To analyse delivery preferences and interactions with our digital platforms.
- To monitor telephone conversations for service consistency, fraud prevention, and training.
- To use digital imagery for the safety and security of drivers, property, deliveries, and the
- For research, analytical, and statistical purposes.
Driven processes your personal data based on legal grounds, which are outlined in the table below:
Purpose | Legal Bases for Processing |
Provision of delivery and other services. | Fulfilment of a contract or steps necessary for entering into a contract. |
Payment processing. | Fulfilment of a contract and legal obligations. |
Customer service, including handling enquiries, complaints, and claims. | Legitimate interests to provide effective customer service. |
Safety and security measures, including CCTV and digital imagery. | Legitimate interests to ensure safety and security. |
Research and analysis to enhance services and website functionality. | Legitimate interests for continuous improvement. |
Direct marketing communications. | Consent or legitimate interests in marketing similar products and services to existing customers. |
Compliance with legal obligations, including data protection, health and safety, and crime prevention. | Compliance with legal obligations. |
- Sharing of Personal Data
Driven may share your personal data with third parties for various reasons:
- With service providers and partners that assist in delivering our services.
- For legal and regulatory purposes, such as compliance with law enforcement or regulatory authorities.
- In the case of corporate restructuring, mergers, or acquisitions, we may share your data with relevant parties.
- With third-party review and survey companies for customer feedback.
- With marketing and communication agencies for marketing purposes, provided you have consented or it’s within our legitimate interests.
We ensure that these third parties adhere to strict data protection and confidentiality standards. We do not sell your personal data to third parties.
- Marketing Communications
You may receive marketing communications from us if:
- You have requested information from us.
- You have purchased services from us and have not opted out of receiving marketing communications.
- You have consented to receive such communications.
You can opt out of receiving marketing communications at any time by contacting us or using the unsubscribe link in the emails.
- Data Security Measures
Driven is committed to safeguarding your personal data. We have implemented appropriate technical and organisational measures to prevent unauthorised access, alteration, disclosure, or destruction of your data. This includes using secure servers, firewalls, and encrypted communications where appropriate.
- Data Retention Period
Your personal data will be retained for as long as necessary to fulfil the purposes we collected it for, including satisfying any legal, accounting, or reporting requirements. In general, data related to contracts, purchases, and customer service interactions are kept for up to seven years after the relationship ends. Data for marketing purposes is retained until you opt out or withdraw consent.
- Updating Your Information and Communication Preferences
You can update your personal information and communication preferences at any time by contacting us. It is important to keep your information accurate and up to date for effective service delivery and communication.
- Your Rights
Under the GDPR, you have rights regarding your personal data:
- The right to be informed about the collection and use of your personal data.
- The right of access to your personal data and supplementary information.
- The right to rectification of inaccurate or incomplete personal data.
- The right to erasure of personal data (‘right to be forgotten’) in certain circumstances.
- The right to restrict processing of personal data in certain circumstances.
- The right to data portability, allowing you to obtain and reuse your data for your own purposes across different services.
- The right to object to processing of your personal data in certain circumstances, including for marketing purposes.
- Rights related to automated decision-making, including profiling.
- Exercising Your Data Rights
To exercise any of your rights, please contact us at the details provided in this notice. We will respond to your request without undue delay and within one month of receipt. This period may be extended by two further months if necessary, considering the complexity and number of requests. We will inform you of any such extension within one month of the receipt of the request, together with the reasons for the delay.
Subject access requests from individuals should be made by email, addressed to the data
controller at [email protected]. The data controller can supply a standard request form, although individuals do not have to use this.
Individuals will be charged £10 per subject access request. The data controller will aim to
provide the relevant data within 14 days.
The data controller will always verify the identity of anyone making a subject access request
before handing over any information.
- Queries and Concerns
If you have any queries or concerns about how we process your personal data, please contact our Data Protection Officer at the details provided. If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).
- Amendments to This Privacy Notice
This privacy notice may be updated periodically to reflect changes in our practices or regulatory requirements. We will notify you of significant changes through our website or through direct communication.
- Version Control
This document is version 1.0, dated 27 January 2024.
