Maintaining the security of your data and ensuring that you are in control of how your data is handled is a priority at Stratstone. We are dedicated to ensuring that we are transparent about the data that we collect about you, how we use it and the conditions whereby we may disclose your data to others. We will ensure that your data is kept secure and that you are aware of the steps we have taken to ensure the security of your private information.

Stratstone takes the security of your data very seriously and strictly adheres to the United Kingdom Data Protection Act 1998 and the General Data Protection Regulation 2016/679 which is applicable from 25th May 2018. Any questions relating to this notice and our privacy practices should be sent to dataprotection@stratstone.com

In addition to our Data Protection & Privacy, Information and Cyber Security Policy (available at www.pendragonplc.com) this notice applies whether you visit one of our dealerships or our website, and aims to provide you with information about:

Personal data we collect
How we may use your personal data
Your legal rights relating to your personal data

Personal data we collect
We will only collect relevant data to enable us to carry out the service you have requested or accessed, below we have set out in more detail about the personal data we collect and why we collect it. We review our retention periods regularly and will only hold your data for as long as it is necessary for the original purpose it was collected for, as required by law or as set out in any relevant contract we have with you.

Service Booking
To make an online vehicle service or MOT booking via www.stratstone.com or over the phone, we require your name, contact information and vehicle details. This information is required so that we can arrange your booking for you at your chosen dealer and send you your booking confirmation through your preferred contact method (email or SMS).

If you have purchased a vehicle from Stratstone or you have previously had a service at one of our dealerships our aftersales system will have stored your information, along with your service and MOT due date. We will send you our yearly service/MOT reminder as we feel it will be in your Legitimate Interest to know when these events occur. You can object to receiving these reminders at any time.

As an existing customer, should you choose to book your next service via our service reminder we may use a cookie to pre-populate your details to avoid you having to type in details on subsequent visits.

If you do not visit our dealership for more than 26 months, your details will be deleted for marketing purposes but may be retained for Contractual Obligation had you purchased your vehicle from us within the last 7 years.

Vehicle Search
When you search for a new or used vehicle on our website we may store information on the vehicles you searched for and viewed in a cookie so that we can provide personalised content, and suggest other vehicles you may also be interested in.

Online Enquiry
If you enquire about one of our vehicles we require your name, email address and contact telephone number to able us to respond to your enquiry. We also request your postcode to enable us to send your enquiry to your nearest Stratstone retailer. We will continue to discuss your enquiry with you for up to 6 months after your initial enquiry or if applicable, the new vehicle you enquired about becomes available (whichever is greater).

Test Drive or Courtesy Car
If you book a test drive or take a courtesy car from our service department we require a copy of your driving licence, we will store a copy of this in case of any speeding, parking or other motoring offence that may occur.

Move me closer
If you request to move a vehicle to your nearest Stratstone retailer via our Move me Closer service we will require your name, email address and contact telephone number. We will contact you to arrange and confirm the transfer of your chosen vehicle to your selected retailer. A soft credit search may be carried out prior to confirmation of your Move Me Closer request. Our soft credit search will not leave a footprint on your credit history and will not impact your credit rating.

Sell your car
If you request a valuation for your current vehicle we require your vehicle details including registration number, mileage, plus your name, email address and telephone number so that we can send you your indicative valuation. If you decided not to proceed with your valuation we will delete your details within 4 weeks after the expiration of your valuation.

Vehicle Purchase
If you decide to purchase a vehicle from Stratstone, at the point of sale under a Contractual Obligation we will collect your full name, address, contact number, date of birth, driving licence details, payment details, details of the vehicle you are buying and, if applicable, details of the vehicle you will be using as a part exchange. Your details will not be used for marketing purposes unless you provide consent for us to do so. If you purchase a new vehicle we will be Contractually Obliged to send your details to the manufacturer for warranty, registration and recall purposes.

Vehicle Finance
If you require finance for your vehicle purchase, we will require additional information including marital and housing status, number of dependents, previous address, occupation, employer, business address and bank details, in addition we will also require proof of address (i.e. utility bill) and any other relevant information. With your permission this information will be passed to our selected finance partners. Your personal information will be stored within your deal file which will be stored for 7 years. At the end of your finance agreement we will contact you to discuss your end of finance arrangements and where applicable arrange the required arrangements to fulfil the contract – for example end of finance term vehicle return and appraisal.

In Dealership Visit
We operate CCTV in all of our dealerships to monitor our premises, therefore your image and vehicle registration may be captured and stored for up to 30 days.

Competitions
If you enter one of our competitions, we require your name, email address and telephone number so that we can contact the winner. Competitions are subject to the following terms and conditions
1. Competitions are open to all UK residents aged 21 and over.
2. A fully completed entry form must be placed in the entry box along with the answer to the entry question, location of which can be found within the specific competition terms and conditions.
3. Entry into the Prize Draw will be deemed to imply acceptance of the Terms and Conditions.
4. There will be no cash alternative to the Prize.
5. Only one entry per person will be accepted.
6. Incomplete, damaged or illegible entries will not be accepted.
7. The draw will take place on the date specified within the competitions terms and conditions under independent supervision and the winner will be the first name drawn.
8. The winner of the Prize will be notified in writing as soon as possible.
9. The winner’s name and county will be available by sending a stamped addressed envelope to the address below.
10. Stratstone the right to substitute an alternative prize should they deem it necessary PROVIDED always that any substituted prize shall be of no less value than the original prize.
11. If Stratstone is prevented from completing the Competition by reason of any circumstances beyond its control, Stratstone shall under no circumstances be liable to any party whatsoever.
12. No one connected with the Competition or its sponsor Pendragon PLC trading as Stratstone is eligible for entry.
13. No correspondence will be entered into.
14. Winners may upon reasonable notice being given be required by Stratstone to participate in any publicity concerning the competition, such publicity to include but not be limited to participation in photographs.
15. No purchase is necessary.

Contact by phone
Should you call one of our dealerships or should we contact you in response to an enquiry, your phone call may be recorded and will be retained for a maximum of 3 months. The recording will be used for quality and training purposes only.

How we may use your personal data

Where you have provided Consent;
Stratstone uses your personal data for electronic marketing purposes and we may contact you to update you in accordance with your selected marketing preferences.

via email, text message, post or telephone with offers, services and other related products.

You have the right to opt out of receiving promotional communication at any time by;

Changing your marketing preference by selecting the ‘amend my preferences’ link located at the bottom of each of our emails.
Text STOP in response to a text message
Contacting Stratstone via the contact details set out in this notice.

Where there is a Legitimate Interest;
We may use and process your personal information where it is necessary for us to pursue our Legitimate Interest as a business for the following purposes;

Automated Processing
When visiting our website, we may collect data directly from you as set out in this notice, as well as analysing your browsing and purchasing activity, both online and in dealership, along with your previous response to marketing communications. The results of this data (collected by Cookies) allow us to ensure that we contact you with information on products and offers that are relevant to you. To do so, we use automated profiling software.

Stratstone recommend that you accept cookies for the following reasons;

They enable us to customise elements of our websites for you to provide you with relevant content and offers based on your previous browsing history.
We are able to recognise how many users are accessing our website so that we can ensure we have enough capacity and that our pages load within an acceptable time for visitors.
It helps us to identify errors with the website and resolve them effectively.
They allow us to collect statistical, anonymous information about how our visitors browse our site so that we can improve customer experience.
It informs us which sections of our site are the most popular and how we can improve those that do not perform well.

Website Banner Marketing
If you visit our website, you may receive personalised banner advertisements whilst browsing other websites including but not limited to search engines and social networking. Any banner advertisement you will see will relate to products you have viewed whilst browsing our website on your computer or other devices.

These advertisements are provided by Stratstone using ‘Cookies’ placed on your computer or other device. You can remove or disable cookies at any time – see our cookies notice for more information.

Social Media
You may receive advertising based on information about you that we have provided to the social media platform or because, at our request, the platform has identified you as having similar attributes to the individuals whose details it receives from us.

For the Prevention of fraud and other criminal activities

To undertake credit checks for finance

To correspond and communicate with you

To comply with a request from you in connection with the exercise of your rights
For example – where you have asked us not to contact you for marketing purposes, we will keep a record of this on our suppression list in order to be able to comply with your request)

For accuracy of data
In order to keep our data up to data and accurate improvements made be made to our database e.g. by consolidating records we hold about you.

General Administration
We may need to process your data to manage your queries, complaints, or claims and may result in us contacting you by the contact details you have previously provided.

Where required to perform a Contract with you;
We may use and process your personal data where it is necessary for the performance of a contract with you or in order to take steps at your request before entering into a contract with you including for the following purposes;

To exchange information for warranty/ aftersales to the relevant manufacturer of your vehicle.
The purchase of a vehicle

Where it is in your Vital Interest;
We may use your personal information to contact you if there are urgent safety or product recall notices to communicate to you or where we otherwise reasonably believe that the processing of your personal information may prevent or reduce any potential harm to you.

Where required to comply with our Legal Obligation;
We will use your personal data to comply with our Legal Obligation including: (i) to assist HMRC, the Police, the Driver and Vehicle Licensing Agency (DVLA) or any other public authority or criminal investigation body; (ii) to identify you when you contact is; and (iii) to verify the accuracy of data that we hold about you.

Sharing Data with third parties
In order to make certain services available to you, we may disclose your personal information to third parties. We will only disclose the minimum amount of personal data in order to provide the service. We have data sharing agreements in place with each of our third-party suppliers and have completed the necessary security checks to ensure that your data is kept safe once it is passed to them. Our third-party suppliers only have the rights to use your data for the purpose of fulling the service required of them, they do not have marketing rights over your data, unless you have specifically expressed third party consent. Your data will be shared with third parties under the following circumstances;

If your enquiry leads to the purchase of a new vehicle your information will be shared with the relevant manufacturer for warranty, registration and safety recall purposes. We will ask for your consent to pass your information to the manufacturer for marketing purposes. We recommend that you read the manufacturers privacy policy to see how they will use your data.
If your enquiry leads to the purchase of a vehicle with a finance agreement, we will disclose your information to our selected finance partners. If you are accepted for finance, the finance company with become the data controller for your information and we recommend that you read their privacy policy to see how they will use your data.
If we provide you with a Service Plan quote we will disclose your information to our Service Plan partner, EMAC. If you decide to purchase a Service Plan from us EMAC will act as a Data Processor on our behalf. If you decide not to proceed with your Service Plan quote your details will be deleted from EMAC within 4 weeks.
To ensure that the data we hold remains up to date our databases are cleansed via Experian every XX weeks. If we are notified that you are no longer the registered owner of the vehicle we once attributed to you, the vehicle will be detached from your records.

Marketing
When you provide us with your personal data we may ask you to set your marketing preferences with us so that you can choose (if any) the information you’d like to hear more about as set out in the ‘When Consent is required’ section. This may be done by

Registering for offers via our website; or
Visiting one of our dealerships / contacting us via telephone

If you opt-in to receive marketing from manufacturers, we recommend that you read their privacy policy to see how they will use your data and how to alter your marketing preferences with them should you wish to in the future.

From time to time, we may ask you to refresh your marketing preferences by asking you to confirm that you consent to continue receiving marketing information from us.

Your Rights

You have a number of rights in relation to your personal information under the data protection law. These are set out in our Data Protection & Privacy, Information and Cyber Security Policy (available on at www.stratstone.com) In relation to certain rights, we may ask you for your information to confirm your identity and, where applicable, to help us search for your personal information. Except in rare cases, we will respond to you within 30 days after we have received this information or, where no such information is required, after we have received your request.

Accessing your personal information
You have the right to ask for a copy of the information we hold about you by emailing or writing to us at the end of this notice. This will be provided in a readable format (CSV) free of charge. We may not provide you with a copy of your information if this concerns other individuals or we have another lawful reason to withhold that information.

Correcting and updating your personal information
The accuracy of your information is important to us and we are working on ways to make it easier for you to review and correct the information we hold about you. In the meantime, if you change your name or address/email address, or you discover that any of the other information we hold about you is inaccurate or out of date, please let us know by contacting us via the details at the end of this notice.

Withdrawing your consent
Where we rely on your consent as the legal basis for processing your personal information, as set out under ‘How we use your personal data’ section, you may withdraw your consent at any time by contacting us using the details at the end of this notice. If you would like to withdraw your consent to receiving any direct marketing to which you previously opted-in, you can also do this by selecting the ‘amend my preferences’ link located at the bottom of our emails. If you withdraw your consent, our use of your personal information before you withdraw is still lawful.

Objecting to our use of automated processing
You may contest to a decision made about you based on automated processing by contacting us on the details at the end of this notice.
Erasing your personal information or restricting its processing
In certain circumstances, you may ask for your personal data to be removed from our systems by emailing or writing to us at the address at the end of this notice. Unless there is a reason that the law allows us to use your personal information for longer, we will make reasonable efforts to comply with your request.

You may also ask us to restrict processing your personal data in the following situations;

Where you believe it is unlawful for us to do so,
You have objected to its use and our investigation is pending or you require us to keep it in connection with legal proceedings.

In these situations, we may only process your personal information whilst its processing is restricted if we have your consent or are legally permitted to do so, for example for storage purposes, to protect the rights of another individual or company in connection with legal proceedings.

Transferring your personal information;
Where we rely on your consent as the legal basis for processing your personal information or need to process it in connection with your contract, as set out under section ‘How we use your personal data’ you may ask us to provide you with a copy of that information in a structured data file. We will provide this to you electronically in a CSV file.
We may not provide you / transfer you a copy of your data if this concerns other individuals or we have another lawful reason to withhold that information.

Complaining to the UK data protection regulator;
You have the right to complain to the Information Commissioners Officer (ICO) if you are concerned about the way we have processed your personal information. Please visit the ICO website for further details.

How to contact us
Please contact us if you have any questions about our Data Protection & Privacy, Information and Cyber Security Policy, this privacy notice or information we hold about you:
By email: dataprotection@stratstone.com
Or write to us at: Data Protection Officer, Stratstone, Loxley House, 2 Oakwood Court, Little Oak Drive, Annesley, Nottinghamshire NG15 0DR.

Changes to our Privacy & Cookies Policy

Any changes we make to our Data Protection & Privacy, Information and Cyber Policy or this Privacy Notice in the future will be published on this page and, where appropriate, notified to you by email.

This notice was last updated: 12th April 2018

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/

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Terms and conditions

PRIVACY POLICY

Overview