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Privacy Policy

Privacy Policy

This Privacy Statement is provided by Inchcape Retail Limited, The Cooper Group Limited, Gerard Mann Limited (referred to as "Inchcape Retail", "us", "our" or "we" in this statement) for the information of visitors (referred to as "you" or "your" in this statement) to our web site. We wish to demonstrate our firm commitment to your rights to privacy. This is why we have drawn up the privacy guidelines set out below. You will probably appreciate that these guidelines will need to change over time. We will post changes to this page when such changes are necessary.

Governing Law

The information contained in this Privacy Statement shall be governed and construed in accordance with English law and be subject to the exclusive jurisdiction of the English courts.

Who are we?

Inchcape Retail Limited, Registered in England and Wales No. 194561. The Cooper Group Limited, Registered in England and Wales No. 821770. Gerard Mann Limited, Registered in England and Wales No. 660644. Chapelgate Motors Limited, Registered in England and Wales No. 2841981.

Inchcape Retail
First Floor
Unit 3140 Park Square
Solihull Parkway
Birmingham
B37 7YN

Tel: 0845 125 5900
Fax: 01865 849415
Email: iukhq@inchcape.com

Data Protection Act

We have notified the Data Protection Commissioner under the terms of the Data Protection Act that it may obtain information about data subjects

Information gathered by us

You will appreciate that we need to gather some personal information from you when you wish to buy our products or services. The full details of the information we need is set out on the relevant forms throughout the site. Any information that is gathered from visitors to or customers of this web site is not sold, made available to, or otherwise distributed to third parties for any purpose unless you give us permission to do so. We may, on occasions, collect additional personal information from surveys and contests, which you will be under no obligation fill in or return to us. The information you provide will enable us to provide information about our company to you and to contact you. We will only provide this information where you indicate that you wish to receive further information from us on a regular basis. We also collect demographic and profile data on our web site. This information may be combined with other forms of information to permit us to bring together, in aggregate form, information about the people who use our web site. Such information will enable us to understand, in general terms, user preferences in relation to the content of the web site and the effectiveness of the advertising.

Information that is automatically logged

When you enter our web site, we use your Internet protocol ("IP") address to help diagnose problems with our server, to administer our web site and to help identify you. We also have the ability to know what type of operating system and browser software you use and to identify the geographical location of your browser. Your IP address is also used by us to gather broad demographic information and for other purposes, such as monitoring visitor frequency.

What we do with the information we collect

The information in aggregate form permits us to carry out an analysis of user behaviour in general. This allows us to measure overall interest in our web site and to help us develop the web site to make it more interesting in general terms. We will also be able to inform advertisers how many users have clicked on to the various advertisements displayed on our web site. The analysis we perform does not include any personal information provided by you. We merely use the aggregate form of the information for these purposes. We will not provide any personal information to any third party unless you give us specific authority to do so. You have the option on the relevant order form to indicate whether you wish to receive promotional e-mail about the services that we and our advertisers offer. We will not send you any such promotional e-mail if you do not indicate your agreement to receive such information.

Sharing information

We share the information we gather with advertisers and other partners. The information we share comprises information in aggregate form only. We do not share personal information about anybody unless we have your specific permission to do so.

Registration and order forms, surveys and contests

Our order forms, surveys and contests ask you to provide us with your contact details, such as name, postal and e-mail addresses. The information you provide will enable us to provide information about our company to you and to contact you. We will only provide this information where you indicate that you wish to receive further information from us on a regular basis.

Telling you what information we hold about you

If you wish to know what information we hold about you, please contact us. We will only send this information to the address we have on file.

Removing and correcting information

If you request the removal of your personal information from our database or you wish us to amend or change the information we hold about you on our database, we will remove or amend any such information on your contacting us to request such a change.

Data quality

You may change and modify the information you have previously provided to us by contacting us.

Contact us

If you have any questions about this privacy statement, about how we run the web site or concerning your dealings with our web site, please send an e-mail to us at iukhq@inchcape.com.

Company Information

Company Information

Registered Name: The Cooper Group Limited

Company Registered Number: 821770

Place of Registration: England & Wales

Registered Office Address: First Floor, Unit 3140, Park Square, Solihull Parkway, Birmingham Business Park, Birmingham, B37 7YN

VAT Number: 243611193

Email Address: info@cooperbmw.co.uk

FCA Status Disclosure: The Cooper Group Limited is an appointed representative of Inchcape Retail Limited which is authorised and regulated by the Financial Conduct Authority.  The Cooper Group Limited are not independent financial advisors. As credit brokers, we work with a panel of selected lenders when arranging funding for your purchase, and these lenders may pay us for introducing you to them

 

Complaints Procedure

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

Contacting us.

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

Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire GU14 0FB

Telephone:

0370 5050 160

Email:

customer.service@bmw.co.uk

We’re here:
9am - 6pm Monday to Friday

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, by the end of the next business day if possible. If this is not possible, and your complaint relates to our credit broking, 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 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:

0300 123 9 123

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.

 

Motor Codes

Motor Codes is a government-backed, self-regulatory body for the motor industry. BMW subscribes to the New Car Code, which covers the sale of new cars, warranties, the availability of replacement parts, and advertising and complaint handling. In addition, our BMW Centres subscribe to the Service and Repair Code which commits them to open, transparent and fair methods of business aiming to maintain consistently high standards.

Telephone:

0207 3441 651

Email:

consumer@motorcodes.co.uk

Website:

www.motorcodes.co.uk

 

BVRLA conciliation

BMW is a member of the British Vehicle Rental and Leasing Association (the BVRLA). If you are not happy with our final response and would like to refer your complaint to the BVRLA’s conciliation scheme, you may email them at:

complaint@bvrla.co.uk

or write to them at:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

 

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:

http://ec.europa.eu/consumers/odr/