To ensure that content from our website is presented in the most effective manner for you and for your computer
To provide you with information, products or services that you request from us or which we feel may be relevant to you; by using your data to create an individual customer profile and we may share your personal data between BMW Group companies and other suppliers of BMW or MINI branded products and services where relevant
To allow you to participate in interactive features of our service, when you choose to do so
To notify you about changes to our service
We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services, which may be of interest to you, and we, or they, may contact you about these by email, post or telephone.

Vehicle Sales & Service – to process your sale, configure and service your vehicle:

To ensure that content from our website is presented in the most effective manner for you and for your computer.

Quality Assurance, Research & Development – to improve our products & services:

BMW AG may use any of the information that it receives through the provision of services to BMW UK, centres (including Location Information) for product and service quality assurance and development purposes. Before any such use is undertaken your information will be de-personalised so it cannot be directly linked back to you.

Telling us when things change

You can help us keep our records up to date by telling us when your contact details and other personal information changes.

You can also change your mind at any time about how we contact you or ask us to stop contacting you altogether.

You can change your preferences or withdraw your consent in relation of how Vines Limited uses your personal information.

Please help us keep your information up to date by informing us of any changes to your contact details or preferences.

You are also able to request information about your personal data that Vines Limited holds about you at no cost. You can request the correction, deletion or restriction of your personal data for analytics and/or marketing use.

If you tell us that you no longer want to receive further contact from us and you are on our Database, it may take a short while before our communications stop altogether as a selection of campaign offers and Vines communications can be done a few weeks in advance of your request.

If you request to receive no further contact from us, we will keep your information we hold on you and add you to our suppression lists to ensure you do not received unwanted materials in the future.

You can advise Vines Limited by either:

Emailing our Group Data Compliance Executive on customerservices@vinesgroup.net

Or by writing to us:

Group Data Compliance Executive, Vines Guildford BMW, Slyfield Estate, Guildford, Surrey, GU1 1RD

Please refer to our ‘Access to your information, correction, data storage and security’ section for further information.

What personal information we collect about you and how we collect from you

These are the main ways we collect your information:

If you contact us directly via our websites, visit our showrooms or via our customer hotlines to request information about our products and services.
If you buy a product or service directly from us.
If you reply to our direct marketing campaigns.
If with your permission, your contact details are transferred from BMW Group or other third parties.
If your vehicle data (including vehicle identification number) is transferred to BMW AG while you’re having your vehicle serviced or repaired.
If with your permission, other BMW Group legal entities or business partners transfer your personal data to us.
If we acquired your personal data from other sources with your permission.
When you apply for finance from BMW / MINI FS.
If you are under 16 year of age, please do not provide us with any of your information unless you have the permission of your parent or guardian to do so.

Contact Details & Interests:

Name Address

Phone numbers

Email address

Interests

Your current vehicle

Website and Communication Usage:

How you use our website and whether you open or forward our communications, including information collected through cookies and other tracking technologies, see our Cookie Policy tab at the top of this page.

This is statistical data about our users' browsing actions and patterns, and does not identify any individual.

We use Google AdWords Remarketing to advertise trigger across the Internet. AdWords remarketing will display relevant ads tailored to you based on what parts of the Vines Limited websites you have viewed by placing a cookie on your machine. This Cookie does not in any way identify you or give access to your computer. The cookie is used to say, "This person visited this page, so show them ads relating to that page." Google AdWords Remarketing allows us to tailor our marketing to better suit your needs and only display ads that are relevant to you. If you do not wish to participate in our Google AdWords Remarketing, you can opt out by visiting Google's Ads Preferences Manager

You can also opt out of any third-party vendor's use of cookies by visiting www.networkadvertising.org/choices/

Social Networks may offer you opportunity to share or follow information about Vines Limited by using third party social networking functionality; share this, like or follow buttons. We offer this functionality in order to generate interest toward our website and services among members of your social networks. You should be aware that sharing personal information within a social network may result in that being collected by the social network provider. This could result in that information becoming publically available in internet search engine results. Vines Limited do no exercise or endorse controls, policies or practices or any third party social network that you may access through our websites. Please read the privacy policy or any social network with which you may share information with.

Sales and Services Information:

Relating to purchases and services, including complaints and claims.

Credit and Anti-Fraud Information:

Which establishes your identity, such as driving licences, passports and utility bills. Information about transactions, requests for credit and non-payment of debts with us and third parties and credit ratings from credit reference agencies. Fraud, offences, suspicious transactions, politically exposed person and sanctions lists where your details are included. Device and Service Usage: How you use your device (mobile or vehicle) and services offered on the device.

Vehicle Configuration Details:

Information about the features and current settings of your vehicle (identified by the Vehicle Identification Number). Vehicle Technical Information: About how the engine and systems within the vehicle perform.

Vehicle / Device Location Information:

Your vehicle’s or mobile device’s location

CCTV:

When you visit our businesses, we use CCTV to monitor our premises in this event your image and your vehicle registration can potentially be stored for a period of weeks.

Live Chat Service:

We use a third party provider to supply and support our Live Chat service, which we use to handle customer enquiries in real time.

Call Recording:

This includes most incoming and outgoing telephone calls with the exception of calls where payment is taken (recording will be temporarily paused).

Why are calls recorded?

Recording customer conversations allows us to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint. It also means employees feel more protected knowing that any threatening behaviour can be evidenced and acted upon where necessary.

Sharing

We share information within the Vines Limited companies in order to offer you the full range of our services, but your personal data is not disclosed to any third parties outside of Vines Limited without your consent outside of provision of sale or service obligations.

Third Party Partners that we may share your information with:

BMW Group

CDK Global (UK) Ltd

ALPHABET GB LTD

AutoProtect

Cooper Solution

Department Of Transport

DVLA Licence Checker

EMaC Limited

HPI LTD

Motability operations limited

Traffic Master / Trackstar

Vizion Network Ltd

CITNOW

Access to your information, correction, data storage, your rights and security

ACCESS TO INFORMATION

You may request a copy of your personal information that the company holds about you at no cost. If you wish to access or update your personal information please contact Vines Limited by sending an email to the Vines Group Compliance Executive on customerservices@vinesgroup.net or by writing to us at:

Vines Group Data Compliance Executive, Vines of Guildford BMW, Slyfield Estate, Guildford, GU1 1RD

If you wish to remove any of the personal information the company holds please request this via email or writing to the above address. However, if your personal information relates to any legal reasons it may be removed.

If there are any concerns that Vines Limited are not using your information in accordance with their processes and with legal precedence or you are not satisfied with our response to your data request that are made you can refer to the 'Information Commissioners Office (ICO)' - www.ico.gov.uk.

How long do we keep your personal information for

We retain your information only as long as is necessary for the purpose for which we obtained them and any other permitted linked purposes. If information is used for two purposes we will retain it until the purpose with the latest period expires. We restrict access to your information to only those persons who need to use if for the relevant purpose.

Our retention periods are based on business needs and your information that is no longer needed is either irreversibly anonymised or destroyed securely.

Use for marketing:

We retain your personal information for as long as is necessary, but only for the relevant purpose that we collected it for. You retain the right to remove this consent at any point.

JURISDICTION - DATA STORAGE FOR USE IN THE EU AND THIRD COUNTRIES

Vines Limited store your data on secured servers inside the EU. Most of our partner networks are mainly based within the EU but some are based outside. We have a clear data policy in place regarding the submission of your personal information. This will cover consent to transfer, storing or processing your personal information and data.

In the event of this instance Vines Limited will take steps to ensure that the required security measures are followed to protect data as per our data security policy.

You can read about the EU e-Privacy Directive and the UK’s Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011 at www.ico.gov.uk.

YOUR RIGHTS

You have the right to ask us not to process your personal data for marketing purposes. We inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes.

Legal grounds for processing of your personal information:

Where necessary to enter into or perform our contract with you
Where we need to use it to comply with our legal obligations
Where we use it to achieve a legitimate interest and our reasons for using it outweigh any prejudice to your data protection rights (our legitimate interests include promoting the BMW Group business and tailoring news and offers to your profile, research and development of vehicle related products and services, assessing your credit-worthiness, detecting fraud and criminal activities)
Where necessary for us to defend, prosecute or make a claim against you, us or a third party

There may be uses that are permitted on the basis of other grounds; where this is the case we will use reasonable endeavours to identify the ground and communicate it you as soon as possible after becoming aware of the new basis.

The use of your information set out above is permitted under EU data protection law on the basis of these principal legal grounds where you have consented to the use (you will have been presented with a consent sms or email form) in relation to any such use.

DISCLOSURES

We may disclose information about you to any of our employees, officers, agents, suppliers or subcontractors or service providers insofar as reasonably necessary for the purposes as set out in this Online Privacy Policy. In addition, we may disclose information about you:

To the extent that we are required to do so by law;
In connection with any legal proceedings or prospective legal proceedings;
In order to establish, exercise or defend our legal rights (including providing
Information to others for the purposes of fraud prevention and reducing credit risk);
To the purchaser (or prospective purchaser) of any business or asset which we are (or are contemplating) selling;
With agents (including credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies that we use to process the payment you place with us or who help us in the service we provide to you.
Use of live chat and phone calls your information may be collected and shared with our third party providers.

DATA SECURITY

You should be aware that the transmission of information via the Internet is not completely secure although we will use our best endeavours to protect your personal data. Vines Limited cannot guarantee the security of your data in transit. After receiving your information, Vines Limited will use clear procedures and security features to try to prevent unauthorised access. If you suspect you have become a victim of fraud please report this instance to the police through 'Action Fraud' via the website www.actionfraudpolice.co.uk or by calling 03001 232040. Vines Limited would also recommend contacting the Information and Commissioners Office (ICO) via the website - www.ico.gov.uk.

We may change these terms at any time without notice by updating the terms shown on this website. It is your responsibility to review the website terms each time you enter the website to ensure you are aware of our latest terms and conditions. Your use of this website after a change has been made signifies your acceptance of the revised terms.

Who we are

This privacy notice covers all personal data that is gathered by Vines Limited.

When we refer to Vines Limited in this policy this includes Vines of Gatwick, Vines of Guildford and Vines of Redhill, registered England & Wales, Registration no. 1849408. All of these companies are registered at the below address:

Slyfield Green
Woking Road
Guildford
Surrey GU1 1RD

How to make a complaint

We hope you are pleased with any purchase made or service received from Vines Limited that you have no reason to complain - but if there's something you're unhappy with please contact us straight away and ask to speak to the member of staff in the relevant location and department, so that we can look to put matters right. For more information on how to make a complaint together with contact details, please click Complaints Procedure tab link at the top of this page. You are entitled to make a complaint to the FCA, Financial Ombudsman Service and Information Commissioner’s Office.

Privacy notice review

We regularly review this privacy notice. If we make changes they will be updated here and we will place a prominent notice on our website.

This privacy notice was prepared to be concise as possible. It does not provide exhaustive detail of all aspects of Vines Limited collection and use of your personal information. We are happy, however, to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

Date of this review – June 2019

How to contact us

If you have any questions in relation to our use of your information you should first contact the Vines Group Compliance Executive on customerservices@vinesgroup.net or write to: Vines Data Compliance Executive, Vines of Guildford BMW, Slyfield Estate, Guildford, GU1 1RD.

If you would like information on our employee privacy policy, please contact our HR Department on customerservices@vinesgroup.net

COMPLAINTS PROCEDURE

Contact us straight away

In the first instance, ask to speak to the member of staff in the relevant location and department, who will look to resolve your complaint.

Vines Gatwick

Telephone: 01293 611117

Email: mail-gatwick@vinesgroup.net

Post: Vines of Gatwick Stephenson Way Three Bridges Crawley West Sussex RH10 1TN

Vines Guildford

Telephone: 01483 207000

Email: mail-guildfordbmw@vinesgroup.net

Post: Vines of Guildford 21 Moorfield Road Guildford, Surrey GU1 1RD

Vines Redhill

Telephone: 01293 772000

Email: mail-redhill@vinesgroup.net

Post: Vines of Redhill 10-12 Bonehurst Road Salfords Redhill Surrey RH1 5EP

If you call us, we will endeavour to resolve your concern whilst you are calling. If this isn't possible, the advisor will agree a course of action with you. Due to certain legislation requirements we may ask you to put your complaint in writing to us; this is so we can adhere to our Contractual Obligations.

Discretionary Commissions

On Thursday (11 January 2024) the Financial Conduct Authority (FCA) made an announcement concerning customer complaints involving motor finance agreements, where a discretionary commission was paid to motor dealers between 6 April 2007 and 27 January 2021. Please find further information here.

The FCA have introduced a 37 week pause to our complaints handling process for these customers only (i.e. regarding commissions), while the FCA undertakes an urgent review to assess whether any specific action is required.

Customers affected by the changes have up to 15 months to refer their complaint to the Financial Ombudsman rather than the usual 6 months.

For guidance on Discretionary Commission please select your Finance provider below where you will find all the information you need and the next steps to take directly with them:

Escalating the complaint

If after contacting us you feel we haven't resolved your complaint satisfactorily, please email or write to our Head of Business at the relevant site above, who will allocate the complaint to the correct Departmental Manager to resolve for you.

Depending on the nature of the complaint and associated complexity, we aim to resolve most complaints within 72 hours. However, sometimes this is not possible, although we will always aim to resolve your complaint as quickly as possible.

You may find the answer to your complaint in the Terms & Conditions detailed on the Order or Invoice you have received, please also check these for guidance.

If your complaint relates to Financial Services we are required to adhere to a strict Code of Conduct and the timeline for resolving complaints is detailed in the FCA Regulations, these can be found on www.fca.org.uk.

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 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. Further details and contact methods can be found on www.financial-ombudsman.org.uk/consumer/complaints.htm

The Vines Group subscribes to Motor Ombudsman, if a dispute cannot be settled, we refer you to Motor Ombudsman a CTSI certified Alternative Dispute Resolution provider that we are prepared to engage with through the ADR procedure. Further details can be found at www.themotorombudsman.org/ alternatively you can contact their Advice Line on 0345 241 3008.

FIND YOUR NEAREST Vines BMW Group RETAILER

Vines of Gatwick BMW

Vines of Guildford BMW

Vines of Redhill BMW

Terms and conditions

PRIVACY POLICY

How your personal information may be used