Freedom Pass conditions of use and privacy statement

Find out what data we collect to administer your Freedom Pass, your rights, and the conditions of using your Freedom Pass

Find out what data we collect to administer your Freedom Pass, your rights, and the conditions of using your Freedom Pass

Conditions of use

  • The Freedom Pass is issued subject to the operator's Conditions of Carriage. Please contact the relevant operator for a copy of their up to date conditions.
  • The Freedom Pass remains the property of London Councils and is not transferable. It may only be used by the holder whose name appears on the front and may not be used by anyone else.
  • The Freedom Pass must be shown to ticket checking staff. It must be produced for inspection on each journey on demand.  Pass holders are reminded to be respectful and courteous to all transport staff.
  • The Freedom Pass is not valid if illegible, damaged or altered. Ticket checking staff may withdraw any pass which appears to be invalid or is being used incorrectly.
  • The Freedom Pass is available for free or reduced fare travel only at the times and on the services shown on this site and in the leaflet issued with it or in other notices.
  • All services and timetables are subject to alteration without notice.
  • Freedom Passes are issued to eligible older and disabled people whose sole or principal residence is in Greater London. If the passholder no longer has their sole or principal residence in the Greater London area or the pass is no longer in use then the pass must be surrendered to the following address: Freedom Pass, Replacements, PO Box 6618, Arbroath, DD11 9AT
  • Freedom Pass data will be provided to the Audit Commission for the National Fraud Initiative and will be used for cross-system and cross authority comparison for the prevention and detection of fraud.

The Freedom Pass is the 'travel permit' for the purposes of the Greater London Authority Act 1999 and the Concessionary Bus Travel Act 2007. The scheme is managed by London Councils on behalf of all the London boroughs.

Freedom Pass privacy statement

What information do we collect?

We collect the following information about you;

Name, address, date of birth, age, address, photograph, email address, phone number, gender, title, national insurance number, ethnic origin, evidence relating to address and identity, medical information, redacted card payment details for replacement passes and journey data (used only for settlement purposes and to detect and prevent crime as part of a fraud investigation).

If you telephone the Freedom Pass helpline your call will be recorded for training and quality purposes.

Why do we need it?

We use the information to assess if you are eligible for a Freedom Pass and, if you are eligible, to manage the scheme. We may also use it to prevent fraud, to promote and achieve equal opportunities and to improve the scheme.

Who do we share your information with?

Your information will be shared with the London borough in which you reside and with our contractor, ESP Group, which provides the Freedom Pass application processing, card production and contact centre services. ESP Group use Amazon Web Services, Inc. to send you emails relating to your Freedom Pass. Your information will only be shared with other organisations (e.g. other local authorities, Transport for London, government departments and law enforcement agencies) to provide the services or where it is legal to do so (e.g. to detect and prevent crime and protect public funds). Your information may be matched with data from other sources, including CCTV or ticket usage data. Your information will not be used for marketing.

London Councils processes Freedom Pass data in the UK.

How long do we keep your information for?

We keep successful application information for as long as you are a Freedom Pass holder and up to 2 years afterwards.

Hard copy documents that are capable of being held electronically are destroyed immediately once processed.

Electronic copies of documents are deleted up to 2 years after your record is deactivated on our database.

Your record will be deleted up to 2 years after your record is deactivated on our database.

All audio recordings (of telephone calls) and emails are deleted after 6 months.

Who is responsible for your information?

London Councils and the London borough in which you reside are separately responsible for making sure your information is managed properly.

What you can do with your information?

You can ask what information we have about you.

You can ask us to change anything that is inaccurate.

Can I get some more information?

A GDPR policy document is available on London Councils website, or please call 0300 330 1433 if you would like a copy posted to you.

You can also email if you have any questions or concerns about how your information is used.

Where can I complain if I feel my information is not being used correctly?

If you wish to complain to London Councils, you can do so by email to You can also complain to the Information Commissioner’s Office (ICO).

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