Terms and conditions

PRIVACY POLICY

Who we are: We are Halliwell Jones (the “Company” or “we” or “us”).  This privacy policy applies to all companies within the Halliwell Jones group of companies, including the following associated companies registered in England and Wales:

Halliwell Jones Limited (including its trading division Company number: 02043705 Premium Trade Cars), 59/61 Southport Road, Southport, Merseyside, PR8 5JF

Halliwell Jones (Chester) Limited Company number: 02665815, Sealand Road, Chester, Cheshire, CH1 4LS

Halliwell Jones (Warrington) Limited Company number: 03323081, Winwick Road, Warrington, Cheshire, WA2 8HY

Halliwell Jones (North Wales) Limited Company number: 01266292, Ffordd Maelgwyn, Tremarl Industrial Estate, Llandudno Junction, Gwynedd, LL31 9PL

Halliwell Jones (Wilmslow) Limited Company number: 00398803, 130 Manchester Road, Wilmslow, Cheshire, SK9 2LE

Halliwell Jones (Wilmslow) Bodyshop Limited Company number: 02575743, 130 Manchester Road, Wilmslow, Cheshire, SK9 2LE                

and any holding company or subsidiary of such companies.  Any reference to the “Company”, “we” or “us” refers to this group of companies – or where intended to identify the data controller of any personal information, will refer to the group company to whom you provided your information, which will be made clear on any sales paperwork, website sign-up form or other documentation.

The Company and personal information:  we are committed to lawful, fair and transparent processing of all personal information about our employees, customers, suppliers and other third parties during the course of our business activities. We will always comply with any applicable data protection legislation and we will ensure that collection and use of personal information is carried out in accordance with applicable data protection laws. The main law governing data protection is the General Data Protection Regulation (Regulation (EU) 2016/679 of 27 April 2016) known as the “GDPR”.

What this policy is: This policy (and any other documents referred to in it, together with any privacy notice displayed on our website) sets out the basis on which we will process any personal information about you or individuals generally - whether it’s information we collect from those individuals or that is provided to us from other sources. This policy sets out rules on data protection and the legal conditions that must be satisfied when we obtain, handle, process, transfer or store personal information.

Registration: While the Data Protection Act 1998 requires us to be registered with the Information Commissioner’s Office, we will remain registered.  We will also comply with any successor notification requirements.

Controlling and processing information: We are the controller of all personal information used in our business for our own commercial purposes. Sometimes though, we will process personal information on behalf of another data controller – and when this is the case, we will do so only in accordance with the instructions of that data controller and otherwise in accordance with the GDPR.

Why you should read this policy: It is important that you read this policy, together with any other documents referred to in it, so that you are aware of how any personal information relating to you will be dealt with by us.

DATA PROTECTION PRINCIPLES  

We are accountable for demonstrating compliance with the GDPR’s six principles of processing personal information. These provide that personal information we deal with must be:

1. processed fairly, lawfully and in a transparent manner;

      2. collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes;

      3. adequate, relevant and limited to what is necessary;

      4. accurate and, where necessary, kept up to date;

      5. not kept for longer than necessary; and

      6.processed securely, maintaining integrity and confidentiality.

SOME BASIC DEFINITIONS WE USE IN THIS POLICY

Personal information: In this policy, when we use the term “personal information” we mean any information relating to an identified or identifiable human being. (An “identifiable natural person” is one who can be identified, directly or indirectly, for example, by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, biometric, mental, economic, cultural or social identity of that person).

Sensitive personal information: In this policy, when we use the term “sensitive personal information” we mean special categories of information which are personal information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying someone, data concerning health or data concerning a someone’s sex life or sexual orientation.

THE KIND OF PERSONAL INFORMATION WE HOLD ABOUT YOU  

We may collect, record, organise, structure, store, adapt, alter, retrieve, consult, use, disclose by transmission, disseminate or otherwise make available, align or combine, restrict, erase or destroy the following types of personal information about you:

• Personal contact details such as name, title, addresses, telephone numbers, and personal email addresses.
• Job title and place of work
• Demographic information such as your postcode
• Information relevant to customer surveys and/or offers and services
• Date of birth
• Gender
• Marital status and dependants
• Bank account and debit/credit card details
• Information about your use of our information and communications systems
• Details of transactions you carry out through our website or by other means, the fulfilment of your instructions and any subsequent communications with you about any of these.
• Details of your visits to our website including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own administrative purposes or otherwise and the resources that you access.
• We may record telephone conversations for training and security purposes. You will be notified if recording is taking place at the commencement of any call.
• Closed circuit television recordings within our premises for safety and security purposes.

We may also collect, store and use the following sensitive personal information:

• Information about any medical condition that is reportable to the DVLA and is therefore required to be declared prior to any test drive and receipt of loan vehicles
• Information about health, including any medical condition, where we enter into discussions about sales of specially-enabled vehicles for disabled customers

HOW IS YOUR PERSONAL INFORMATION COLLECTED?  

 In the course of our business, we may collect personal information directly from an individual:

 when you provide information in relation to the purchase of goods, or in relation to services we might provide to you;

• when you submit an enquiry about our goods or services;
• when you sign up to our mailing list; and
• when you provide personal information directly to members of our team.

 We may also collect personal information about individuals from other sources such as:

•  information provided to us by marketing agencies; and
• information provided to us by referrers.

We will only collect personal information to the extent that it is required for the specific purpose notified to individuals about whom we are collecting it - and we will keep it only as long as is necessary.

HOW WE WILL USE PERSONAL INFORMATION

We will only use personal information when the law allows us to do so and relying on a relevant basis for lawful processing in each instance.  We will use your personal information in the following circumstances, relying on the basis of processing indicated:

Basis of processing: Where we need to perform a contract we are about to enter into or have entered into with you.

• To provide you with information, products or services that you request from us (contact details).
• To carry out our obligations arising from any contracts entered into between you and us (contact details, payment information and any information relating to personalisation or relationship status).

Basis of processing:  Where it is necessary for our legitimate interests (or those of a third party, such as any finance house or manufacturer on whose behalf we are processing data) and we have undertaken an assessment to determine that processing for those interests (listed below) does not outweigh your interests and fundamental rights, considering the nature and impact of the processing and any relevant safeguards we can put in place.

• To ensure that content from our website is presented in the most effective manner for you and for your computer (online identifiers, location data and other technical information).
• To provide you with information, products or services that we feel may interest you, (where you have consented to be contacted for such purposes to the extent consent is required by law) (contact details and any information relating to personalisation preferences or relationship status).
• To allow you to participate in interactive features of our service, when you choose to do so (online identifiers, location data and other technical information).
• To notify you about changes to our service (contact details).
• To maintain a basic amount of information about you and your transaction history, in order to provide you with a service tailored to your preferences (contact details, payment history and any information relating to personalisation or relationship status).

Basis of processing: Where we need to comply with a legal or regulatory obligation.

• To retain basic transaction details for the purpose of tax reporting (contact details and transaction history).

Basis of processing: Where you have consented to the processing.

• To use cookies on our site (see our cookie policy for further information) (online identifiers, location data and other technical information).  You have the right to withdraw consent to such use at any time by contacting us but please note that some or all parts of our site may no longer be accessible to you.
• To send you direct marketing communications via email, text message, fax or automated call (contact details).  You have the right to withdraw consent to any such use at any time by contacting us.

Other issues about how we use personal information:

• Please note that we may process your personal information for more than one lawful basis depending on the specific purpose for which we are using your data. Please contact our ICO (as defined below) if you need details about the specific legal basis we are relying on to process your personal information – contact details are below. 
•  We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. Please contact us if you would like further details of any additional purposes of processing.  If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis that allows us to do so. 
• Where we need to collect personal information by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). If this happens, we may have to cancel, or be unable to provide, any goods or services you have requested. 
• Please note that we may process your personal information without your knowledge or consent where required or permitted by law. 
• We may collect, use and share aggregated data such as statistical or demographic data for any purpose. Aggregated data may be derived from your personal information but is not considered “personal data” in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your website usage data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect aggregated data with your personal information so that it can directly or indirectly identify you, we treat the combined data as personal information which will be used in accordance with this privacy policy. 
• If you provide us with any personal information relating to relatives, partners or other individuals it is your duty to make such persons aware that their personal information may be shared with us and to provide them with appropriate information about how their personal information may be processed by us.

DIRECT MARKETING

As indicated above, we may use your personal information to provide you with information about goods and services which may be of interest to you and we may contact you about these by post, email, text or telephone. This is known as direct marketing.

Examples of direct marketing may include:

• sending promotional emails about new products, special offers, customer events or other information which we think you may find useful or interesting using the email address which you have provided;
• contact you for market research purposes (by email, phone, text or mail).

We will only process personal information for the above purposes with your specific consent. You have the right to withdraw this consent at any time. Information about how to withdraw your consent is set out below.

We may also disclose your information to third parties (including associated companies, as this term is explained at the start of this policy), and any marketing agencies or goods manufacturers for the purpose of direct marketing.  Again, we will only do this with your explicit consent and you have the right to withdraw this consent at any time.  Information about how to withdraw your consent is set out below.

CONSENT

In this Policy, where we need your consent, we will make sure that the consent:

• is specific consent for one or more specified purposes; and
• is given by a clear affirmative act establishing a freely given, specific, informed and unambiguous indication of your agreement to the relevant processing of personal information.

HOW WE USE SENSITIVE PERSONAL INFORMATION  

Protection for sensitive personal information: Processing of sensitive personal information requires higher levels of protection.  We may process sensitive personal information about an individual in the following circumstances:

Specific sensitive personal information we process and why we are allowed to do this:

Where an individual has explicitly consented:

• We will process information about an individual’s physical health, or disability status, to provide appropriate adjustments when designing and manufacturing any customised vehicles.
•  We will process information about an individual’s physical health, or disability status, in particular any conditions that may be reportable to the DVLA, in order to ensure health and safety when allowing test drives of vehicles or providing vehicles on loan.

AUTOMATED DECISION-MAKING  

Automated decision-making takes place when an electronic system uses personal information to make a decision relevant to you without human intervention.

We do not envisage that we will use any automated means to make decisions about you, however we will notify you in writing if this position changes.

DATA SHARING  

Transfer of personal information outside of the EEA: We may transfer certain personal information that we hold on individuals living in the European Union to a country outside the European Economic Area ("EEA"), provided that one of the following conditions applies:

• the country to which the personal information is transferred ensures an adequate level of protection for that individual’s rights and freedoms;
• an individual has given their explicit and informed consent having had the risks explained to them;
• the transfer is covered by one of the derogations set out in the GDPR, including the performance of a contract between us and that individual, or to protect the vital interests of individuals;
• the transfer is legally required on important public interest grounds or for the establishment, exercise or defence of legal claims; or
• the transfer is authorised by the relevant data protection authority where we have checked adequate safeguards exist with respect to the protection of the individual’s privacy, their fundamental rights and freedoms, and the exercise of their rights.

Subject to the requirements set out above, the personal information we hold may also be processed by individuals operating outside the EEA who work for us or for one of our suppliers. Those individuals may be engaged in, among other things, the fulfilment of contracts with the relevant individual, the processing of payment details and the provision of support services.

Safeguards: If we use a third party data processor to process personal information on our behalf, we will obtain contractual commitments to safeguard the security of the personal information to ensure that the third party only acts on our instructions when using that personal information and that the third party has in place appropriate technical and organisational security measures to safeguard the personal information.  Whenever we transfer your personal information out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

• We may transfer your personal information to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries.
• Where we use service providers, we may use specific contracts approved by the European Commission which give personal information the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries.
• Where we use service providers based in the US, we may transfer data to them if they are part of the Privacy Shield, which requires them to provide similar protection to personal information shared between Europe and the US. For further details, see European Commission: EU-US Privacy Shield.

Please contact us if you want further information on the specific mechanism used by us when transferring your personal information outside the EEA.

Why we might share your personal information with third parties: We may share personal information we hold with any of our associated companies (which term is described at the start of this policy).  We may also disclose personal information we hold to third parties if we are under a duty to disclose or share an individual’s personal information in order to comply with any legal obligation, or in order to enforce or apply any contract with that individual or other agreements; or to protect our rights, property, or safety of our employees, customers or others.  This includes exchanging personal information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

We may share personal information with other of our associated companies as part of our after-sales service and repeat sales activities.  When appropriate, we will anonymise personal information when used for performance reviewing and reporting activities.

We may also share personal information we hold with selected third parties for the purposes set out below.

Third party service providers who may process your personal information: When we use the term “third party”, we mean any entity who is not one of the associated Halliwell Jones companies listed at the start of this policy, including third party service providers and contractors. The following third party service providers may process personal information for the following purposes:

 

Finance houses	To engage finance houses to finance your purchase or hire of our vehicles
Insurance providers	To arrange insurance on vehicles you may test drive, lease and/or purchase from us
Software providers/IT support	Certain of our IT providers have access to our systems in order to manage and maintain our systems and ensure everything is secure and up to date
Security providers for CCTV and related services	We engage security providers at our premises to protect our customers and staff
Marketing agencies	To manage any promotional communications and/or customer offers on our behalf
Digital advertisers and analytics providers	To analyse usage of our website(s) and the demographic of our customer base in order to ensure we provide appropriate services
Motability	To advise on and process applications relating to any mobility allowance for leasing vehicles suited to your disability
Car park and toll bridge operators	Where we receive, manage and pay fines raised by such persons relating to vehicles in your possession or control

Where we are acting as a data processor on behalf of someone else, we will process your data as they ask us to do so and they will be responsible for deciding how it is used.  You will know who that data controller is because they should advise you that we are acting on their behalf.  We also share personal information where we have a legal obligation to do so, such as with the DVLA and HMRC.

DATA SECURITY  

We will always take appropriate technical and organisational measures to protect personal information against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access, in particular where the processing involves the transmission of data over a network, and against all other unlawful forms of processing (including taking reasonable steps to ensure the reliability of employees who have access to personal information). Our employees may only process personal information in accordance with this privacy policy, and any employee who breaches this privacy policy may be subject to disciplinary action, up to and including dismissal. 

We have put in place internal procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

DATA RETENTION  

We will not keep personal information in a form which permits identification of individuals for longer than is necessary for the purpose or purposes for which they were collected.  We will take all reasonable steps to destroy, or erase from our systems, all data which is no longer required. To determine the appropriate retention period for personal information, we consider the amount, nature and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of personal information, the purposes for which we process information and whether we can achieve those purposes through other means, and the applicable legal requirements.

We will only keep personal information for as long as is necessary for the purpose or purposes for which that personal information is processed; and we will let anyone about whom we process data know how long that is or the criteria that go into deciding how long that is.

We may sometimes anonymise your personal information (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

Our website may, from time to time, contain links to and from the websites of partner networks, advertisers and affiliates.  If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies or the security of these websites.  Please check the relevant policy before you submit any personal information to these websites.

YOUR RIGHTS

Under certain circumstances, you have rights under data protection laws in relation to your personal information, as summarised below.

You have the right to:

1. Request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
2.  Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
3. Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal information to comply with local law.  Note, however, that we may not always be able to comply with your request for erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
4. Object to processing of your personal information where we are relying on a legitimate interest (of our own or of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal information for direct marketing purposes.  In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
5. Request restriction of processing of your personal information. This enables you to ask us to suspend the processing of your personal information in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
6. Request the transfer of your personal information to you or to a third party. We will provide to you, or a third party you have chosen, your personal information in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
7. Withdraw consent at any time where we are relying on consent to process your personal information. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent.  If you withdraw your consent, we may not be able to provide certain products or services to you.  We will advise you if this is the case at the time you withdraw your consent. 

If you wish to exercise any of the rights set out above, please contact us at privacy@halliwelljones.co.uk or contact our ICO as detailed below.  We aim to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests.  In this case, we will notify you and keep you updated.

You will not have to pay a fee to access your personal information (or to exercise any of the other rights).  However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive - alternatively, we may refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal information (or to exercise any of your other rights).  This is a security measure to ensure that personal information is not disclosed to any person who has no right to receive it.  We may also contact you to ask for further information in relation to your request to speed up our response.

COOKIES

Our website uses cookies to distinguish you from other users of our website.  This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer or device if you agree.  Cookies contain information that is transferred to your computer or device.  We use the following cookies:

• Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website.
• Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
• Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you and remember your preferences (for example, your choice of language or region).
• Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and any advertising displayed on it more relevant to your interests.  We may also share this information with third parties for this purpose.

You can find more information about the individual cookies we use and the purposes for which we use them in the table below:

 

Name	Purpose	Duration
_gat	This cookie name is associated with Google Universal Analytics, according to documentation it is used to throttle the request rate - limiting the collection of data on high traffic sites. It expires after 1 minute.   ·         The main purpose of this cookie is: Performance	1 minute
_gid	This cookie name is associated with Google Universal Analytics. It stores and updates a unique value for each page visited.   The main purpose of this cookie is: Performance	24 Hours
cookieconsent_status	Every user has the ability to manage their cookie jars, so if you're not happy with us using these cookies then you may adjust your browser settings to suit. Please remember we use cookies for users benefit and turning them off may affect the performance of the site. As delighted as we are that you have decided to visit our site if you're not happy with our use of cookies you do have the option not to visit the site again. Please find instructions for managing cookies on your browser below.	1 year
CraftSessionId	This cookie name is associated with the Craft web content management system, where it functions as an anonymous session identifier.   The main purpose of this cookie is: Strictly Necessary	Session
_hjIncludedInSample	This cookie is associated with web analytics functionality and services from Hot Jar, a Malta based company. It uniquely identifies a visitor during a single browser session and indicates they are included in an audience sample.   The main purpose of this cookie is: Performance	Session
v24s_halliwelljones	This cookie is used to enable the online chat functionality and allows us to analyse the use of online chat.	Session
vee24.testCookie	This cookie is used to enable the online chat functionality and allows us to analyse the use of online chat.	Session
vee24.nudges	This cookie is used to enable the online chat functionality and allows us to analyse the use of online chat.	Session
vee24.userIsActive	This cookie is used to enable the online chat functionality and allows us to analyse the use of online chat.	Session
viewedOuibounceModal	This cookie tracks which users have closed the popup on the approved used section, so it won’t pop-up again after a user has closed it.	48 hours
_ga	This cookie name is associated with Google Universal Analytics. This cookie is used to distinguish unique users by assigning a randomly generated number as a client identifier. It is included in each page request in a site and used to calculate visitor, session and campaign data for the sites analytics reports. By default it is set to expire after 2 years, although this is customisable by website owners.   The main purpose of this cookie is: Performance	2 years
v24u_halliwelljones	This cookie is used to enable the online chat functionality and allows us to analyse the use of online chat.	10 years

 

Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control.  These cookies are likely to be analytical/performance cookies or targeting cookies.  

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies.  However, if you block cookies you may not be able to access all or parts of our site. 

Information Compliance Officer 

 The person responsible for how the Company deals with personal information, our Information Compliance Officer (“ICO”) is responsible for ensuring compliance with GDPR and with this policy. The post of ICO post is held by Glyn Howes, Finance Director, who can be contacted at privacy@halliwelljones.co.uk.  Any questions about the operation of this policy or any concerns that the policy has not been followed should be referred in the first instance to the ICO.  

CHANGES TO THIS POLICY

We reserve the right to change this policy at any time. Where appropriate, we will notify individuals of those changes by post or email.  Each time you enter or use our website, you agree that the privacy policy current at that time shall apply to all information we hold about you.

It is important that the personal information we hold about you is accurate and current.  Please keep us informed if your personal information changes during your relationship with us.

CONTACT

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to privacy@halliwelljones.co.uk.

You have the right to make a complaint at any time to the Information Commissioner's Office, the UK supervisory authority for data protection issues (www.ico.org.uk).  We would, however, appreciate the chance to deal with your concerns before you approach the Information Commissioner's Office, so please contact us in the first instance.

COMPANY INFORMATION

Registered Name: Halliwell Jones

Company Registered Number: 2665915

Place of Registration: England

Registered Office Address: Sealand Road, Chester, Cheshire, CH1 4LS

VAT Number: 595 7720 89

Email Address: enquiries@halliwelljones.co.uk

Halliwell Jones (Chester) Limited is an appointed representative of Itc Compliance Limited for consumer credit broking and for general insurance mediation. Our Firm Reference Number (FRN) is 413276. Itc Compliance Limited is authorised and regulated by the Financial Conduct Authority, and their FRN is 313486.

COMPLAINTS PROCEDURE

BMW (UK) Limited (BMW) is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way.

BMW will investigate all complaints competently, diligently and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for you.

Step 1: Discussion with your BMW Centre.

If you have a concern with either your vehicle or the service you have received at your BMW Centre, please firstly raise this with the Service Manager or Head of Business at the BMW Centre itself. They are best placed to address your concerns and if required, will contact us directly on your behalf.

Step 2: Contact us.

Should you remain unhappy with your BMW Centre’s response, please contact us by your preferred method from the list below.

Write to us at:
Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire
GU14 0FB

Call us on: 0370 5050 160
Calls are charged at the local rate, plus your phone company's access charge.

We're here: 8am - 7pm Monday to Friday

Email us at: customer.service@bmw.co.uk

What you will need to provide.

To help us investigate and try to resolve your complaint, please provide us with the following information:

• your name and address;
• details of how we can contact you;
• a clear description of your complaint;
• details of what you would like us to do to rectify the situation; and
• if appropriate, copies of any relevant supporting documentation.

Our commitment to you.

We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We will do our best to resolve your complaint quickly, sending a Summary Resolution Letter if your complaint can be resolved by close of the third business day following receipt. If your complaint relates to our credit broking activities and cannot be resolved by close of the third business day, we will:

• within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them
• keep you updated on the progress of your complaint, and
• within 8 weeks of receiving your complaint, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.

In some cases we’ll need to contact your BMW Centre for more information. If appropriate, we may refer the complaint directly to them for information or action.

We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.

Financial Services

If your complaint relates to a finance agreement with BMW Financial Services, please click below for details on BMW Financial Services’ complaint handling procedure.

Find out more

 

Step 3: What if I remain unhappy with your response?

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from MINI Financial Services, a trading name of BMW Financial Services (GB) Limited, and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.

If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.

The Financial Ombudsman’s details are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234 567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

You may also raise a complaint with any of the trade bodies listed below.

THE MOTOR OMBUDSMAN.

The Motor Ombudsman is the UK's government-backed, self-regulatory body for the motor industry.

Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. BMW is accredited to the Motor Industry Code of Practice for New Cars.

Over 7,500 businesses, are accredited to one or more of the Codes covering new cars, sales, vehicle warranties and servicing and repair. These drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

Address:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN

Telephone: 0345 241 3008

THE EUROPEAN COMMISSION’S ONLINE DISPUTE RESOLUTION SERVICE.

European legislation guarantees consumers:

• fair treatment;
• products which meet acceptable standards;
• a right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to: https://ec.europa.eu/consumers/odr/