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Privacy Policy

Privacy Policy

How your personal information is used by Prentice Portadown Limited.

Last updated April 2018.

How we use your personal information.

Prentice Portadown Limited is an authorised BMW & MINI Retailer in Northern Ireland. This privacy notice is to let you know how we promise to look after your information. This will include what data we have by having you as a customer and the chosen choices you give us regarding what marketing you want us to send you.

Reasons for which we may collect your data;

  • To run our business in an efficient and proper way.
  • To inform you of any safety related updates and manufacturer updates.
  • To fulfil our contracts
  • To remain efficient about how we fulfil our contractual and legal duties.
  • To provide you with the knowledge of information/guidance that you need regarding our products, services and offers.
  • To create and carry out marketing activities

Prentice Portadown Privacy Promise

We promise:

  • To hold and keep your data safe and private
  • Not to share your data without your consent
  • To allow you options on how to manage and review your marketing choices (at any time).

How the law protects you

As well as our privacy promise here at Prentice Portadown Limited, your privacy is also protected by law.

The Data Protection law however states that we are allowed to use personal information if we have a proper reason to do so.

Where we collect personal information from

Here at Prentice Portadown Limited we may collect personal data from the following sources:

  • Third party companies associated with Prentice Portadown Limited for finance, insurance and marketing purposes.
  • Data when you apply for our products or services
  • Via telephone when you talk to us on the phone or call us
  • In emails or letters
  • In customer surveys

Who we share your personal information with

  • Third party companies associated with Prentice Portadown Limited
  • We may need to share your personal information with other organisations to provide you with the product or service you have chosen;
  • If you apply for insurance through us, we may have to pass your personal or your business details to the insurer.
  • Fraud Prevention agencies
  • Any party linked with you or your business’s product or service.
  • Market Researchers
  • Companies that you ask us to share your data with

Creation/tailoring of products/services

  • Car care products
  • Insurance products
  • Paint Protection products

Information we use

Below is some of the personal information that we may use here;

  • Your name
  • Your date of birth
  • Your residential address
  • Contact details e.g. email address or phone number

If you choose not to give personal information

Here at Prentice Portadown Limited we may need to collect personal information in order to comply with legal obligations, or under the terms of contract that we may have.

If the circumstance arises that you choose not to give us the personal information needed, it could delay or even prevent us at Prentice Portadown Limited from meeting our obligations. It could mean that we may have to cancel a product or service you have with us.

Marketing

We may use your personal data to tell you about relevant safety updates, manufacturer updates, products, services, offers and events we feel may be of interest to you.

We analyse the information you give to us and decide what safety updates, manufacturer updates, products, services, offers and events may be of interest to you. From this we can then tell what would probably be most relevant to market to you. It can be either us or third parties we work with that may contact you regarding marketing messages.

We are only allowed to send you marketing messages if we have your consent. You can withdraw your consent to receive marketing messages at any time by contacting us.

How long we keep your information

We will keep your information for the time you are a customer of Prentice Portadown Limited.

When you stop being a customer of Prentice Portadown Limited we may keep your data for up to 10 years.

How to get a copy of your personal information

You are able to access your personal information that we hold by writing to us at the address below:

Prentice Portadown

Seagoe Industrial Area

Seagoe Road

Portadown

BT63 5QD

Or contact us by telephone.

Letting us know if your information is incorrect/incomplete

You have the right at any time to contact us if you think any of your information we have is wrong or incomplete. If this situation arises please contact us so we can amend your information to keep it accurate.

The right to be forgotten

If there is no need for us to keep your data you then have the right to object to us holding your personal information. You can then ask us to delete your personal information. This is known as the ‘right to be forgotten’.

However it may be the circumstance that due to legal or other official reasons we may need to keep the use of your data.

Control over your data

You can at any time withdraw your consent to us holding your personal data.

However, if you withdraw your consent we may not be able to provide certain safety updates, manufacturer updates, products, services or offers to yourself.

Sharing of data

From the 25th of May 2018 when the data privacy laws change you will have the legal right to get your personal data from us in a format that can be re-used. You can then request that we pass your personal information onto another organisation.

Prentice Portadown Limited reserve the right to update this policy at any time.

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Prentice Portadown Limited Customer Information Policy

Here at Prentice Portadown Ltd we take very seriously our responsibility to safeguard the confidentiality of our clients’ information that we obtain. We are therefore pleased to publish our policy on handling client information.

What you share with us is often private and confidential, and we are committed to its protection. We will keep your data for the length of time you are a customer of Prentice Portadown Limited. Below are the following reasons for why we may collect your data;

  • For legitimate interests of the business
  • To fulfil contracts
  • MOT requirements
  • Warranty information
  • Updating of information in relation to vehicle orders
  • Safety updates, recall information or financial health checks
  • For Marketing purposes

When you stop being a customer of ours we will keep your information for an additional 5 years. You can at any time opt out of us obtaining your information, however this is only if there is no legitimate reason for us to keep it.

Your personal information may be shared with our third parties when it is required to assist us in processing a customer’s purchase. Information will be shared if required by regulation or law. You can also update your personal data at any time. You also have the right to ask us to transfer your data to another company at any time.

Your relationship is very important to us and we thank you for your custom here at Prentice Portadown Ltd.

If you have any questions, please contact us.

 

 

Company Information

Company Information

Registered Name: Prentice Portadown Limited

Company Registered Number: NI626334

Place of Registration: Northern Ireland 

Registered Office Address: Gordon Street Mews, 27-29 Gordon Street, Belfast, BT12LG

VAT Number: 248435881

Email Address: mail@prenticebmw.co.uk

FCA Status Disclosure:

Prentice Portadown Ltd is authorised and regulated by the Financial Conduct Authority (FCA) for Consumer Credit activities and is an appointed representative of TRACS, a trading division of FISC Limited, which is authorised and regulated by the Financial Conduct Authority for General Insurance.

Prentice Portadown Limited is an appointed respresentative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority.

Product Partnerships Limited FCA registration number is 626349 and its address is Salts Piazza Offices, Salts Mill, Victoria  Road, Saltaire, BD183LA.  Product Partnerships Limited's permitted business is to act  as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.

Prentice Portadown Limited act as a credit broker not a lender.  We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase.  We will only introduce you to these lenders.  We may receive a commission payment from the finance provider if you decide to enter into an agreement with them.  You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations.  If you would like to know how we handle complaints, please ask for a copy of our complaints handling process.  You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk

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/