Loading...

Privacy Policy

Privacy Policy

Privacy Policy

 

Park Lane Ltd as a Data Controller and our responsibilities:

Park Lane Ltd is the Data Controller of your personal information that we receive through our websites, telephone, electronic services such as email and in our sales and aftersales centres.

 

Changes to this Privacy Policy:

We may modify or update this privacy policy from time to time.

 If we change this privacy policy, we will notify you of the changes by publishing an updated policy on this website. Where changes to this privacy policy will have a fundamental impact on the nature of the processing or otherwise have a substantial impact on you, we will give you sufficient advance notice so that you have the opportunity to exercise any rights you may have (e.g. to object to the processing).

 

How do we collect your personal information:

These are the main ways we collect your information:

  • If you contact us directly via our websites, visit the retail centre 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 your contact details are transferred from BMW Group UK or other third parties.
  • If your vehicle data (incl. vehicle identification number) is transferred to BMW AG while you’re having your vehicle serviced or repaired.
  • If other BMW Group legal entities or business partners transfer your personal data to us.
  • If we acquired your personal data from other sources, for example: social media sites.
  • When you apply for finance from BMW Financial Services or MINI Financial Services.

If you give information on behalf of someone else you must ensure that they have been provided with this Privacy Policy before doing so.

If you are under 16 please do not provide us with any of your information unless you have the permission of your parent or guardian to do so.

Please help us to keep your information up to date by informing us of any changes to your contact details or preferences. You may change or review your preferences by emailing mail@bmwparklane.co.uk or by visiting the relevant section of our websites.

 

 

 

What information may be collected about you:

The following types of personal information about you may be collected:

Contact Details

Name

Address

Phone numbers

Email address

Interests

Information you provide us about your interests

Including the type of vehicles you are interested in

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.

Call Recording

We record inbound calls to our switchboards and these are kept for a maximum of 14 months.

Closed Circuit Television (CCTV)

We use CCTV to monitor our premises. Your image will be kept for a maximum of 21 days.

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

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

 

 

How your personal information may be used:

Use of personal information under UK data protection laws must be justified under one of a number of legal grounds and we are required to set out the grounds in respect of each use in this policy.

The main uses of your information are:

  • Customer Support and Marketing.

To respond to enquiries and to bring you news and offers.

  • In order to ensure that you receive relevant and personalised communications, we will use your data to create an individual customer profile and we may share your personal data between BMW Group companies. This may include data you have provided to these companies, or which is generated by your use of BMW or MINI products, for example contact details, preferences, customer history, vehicle data, app usage and online behaviour.
  • Park Lane Ltd use your personal data for customer care and for personalised communication of BMW Group product and service information, where necessary with your consent.
  • Vehicle Sales & Service.

To process your sale, configure and service your vehicle.

  • If you have a finance agreement with BMW Financial Services they may pass on your agreement details (term, monthly payment, rate, mileage, final payment, and agreement number and vehicle details) to us to discuss your end of contract options, and if you agree, to discuss any future financing with BMW Financial Services. They may also provide BMW (UK) Limited with your contact details and the start and end dates of your agreement so they can send you news on products and services which may interest you.
  • Park Lane Ltd will obtain Contact Details, Vehicle Configuration Details, Vehicle Technical Information and Sales and Services Information when you purchase, service or repair a vehicle with us as part of the sale or service and will use it to provide the services you request and notify you of issues in relation to your vehicle. This information may be accessed by BMW Group UK and BMW AG to troubleshoot technical or other issues relating to the delivery of these services.

 

Compliance with legal requests for your information:

To comply with our legal obligations to law enforcement, regulators and the court service.

We may be legally required to provide your information to law enforcement agencies, regulators and courts and third party litigants in connection with proceedings or investigations anywhere in the world. Where permitted, we will direct any such request to you or notify you before responding unless to do so would prejudice the prevention or detection of a crime.

 

Legal grounds for processing of your personal information:

The use of your information set out above is permitted under UK 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 form in relation to any such use and may withdraw your consent at any time through the Park Lane websites or:

        -by calling 020 7409 3355

        -or sending an email to: mail@bmwparklane.co.uk

        -or by writing to us at: Marketing Department, BMW Park Lane, 70 Park Lane, London. W1K 7TT

  • 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, 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.

 

Third parties to whom we may transfer your data:

Personal information which we collect may be transferred to or accessed by third parties on our behalf, with your consent where necessary.

The types of third parties apart from the BMW companies already stated are:

  • Marketing and research companies who run and manage marketing and research campaigns
  • Event companies who run and manage sponsored events
  • BMW Customer Interaction Centre who provide customer support
  • IT providers who provide us systems and services
  • Card Payment Services providers who operate payment platforms
  • Logistics and courier companies who transport our products to you
  • Companies who provide transport to you or offer you mobility services (e.g. chauffeurs)
  • Law firms who provide legal advice to us (e.g. where there is a customer dispute)

This is only shared in a secure manner, using a consistent security protocol. When we share with other parties we ensure that they only use your personal data for the purpose it was collected and do not allow them to abuse this agreement.

Park Lane Ltd may also transfer your personal information to a third party without your consent if it is in its legitimate interest or if there is a contractual obligation to do so.

 

How do we keep your personal information safe:

We use a variety of security measures, including encryption and authentication tools, to help protect and maintain security, integrity and availability of your information.

Although data transmission over the Internet or website cannot be guaranteed to be secure, we and our business partners work hard to maintain physical, electronic and procedural safeguards to protect your information in accordance with applicable data protection requirements. Our main security measures are:

  • tightly restricted personal access to your data on a „need to know “basis and for the communicated purpose only
  • transferred collected data only in encrypted form
  • highly confidential data stored only in encrypted form - e.g. credit card information
  • firewalled IT systems to prohibit unauthorised access - e.g. from hackers
  • permanently monitored access to IT systems to detect and stop misuse of personal data

If you have a personal password which enables you to access certain parts of BMW Group websites or any other portal, app or service BMW Group operate, do not forget it is your responsibility for keeping this password confidential.  It is recommended that you do not share your password with anyone.

 

How long 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; but we will stop using it for the purpose with a shorter period once that period expires.
  • We restrict access to your information to only those persons who need to use it 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.
  • Use to perform a contract - In relation to your information used to perform any contractual obligation with you we may retain that data whilst the contract remains in force plus one year to deal with any queries or claims thereafter.
  • When we do not have a contract with you, but you have asked us to do something (e.g. arrange a test drive or provide a quotation) and we need to process your personal data to do what you have asked.
  • Where claims are contemplated - In relation to any information where we reasonably believe it will be necessary to defend or prosecute or make a claim against you, us or a third party, we may retain that data for as long as that claim could be pursued.

 

Who may we share your information with:

BMW is a global company. Your personal information may be accessed by our staff, agents or contractors from a country outside the European Economic Area (EEA) for any of the purposes set out, in which data protection laws may be of a lower standard than in the EEA. We will ensure that any of your information that is accessible outside the EEA is handled subject to appropriate safeguards.

Certain countries outside the EEA, such as Canada and Switzerland, have been approved by the European Commission as providing essentially equivalent protection to EEA data protection laws and therefore no additional legal safeguards are required. In countries which have not had such approval, we will either ask for your consent to the transfer or transfer it subject to European Commission approved contractual terms that impose equivalent data protection obligations directly on the recipient unless we are permitted under applicable data protection law to make such transfers without such formalities.

Please contact our data privacy officer if you would like to request to see a copy of the specific safeguards applied to the export of your information.

 

How to change your privacy preferences:

You can change your preferences, or withdraw your consent in relation to how Park Lane Ltd use your personal information in one of the following ways:

  • By contacting the Park lane customer hotline on: 020 7409 3355
  • Or by sending an email to mail@bmwparklane.co.uk
  • Or by writing to us at: Marketing Department - BMW Park Lane, 70 Park Lane, London. W1K 7TT
  • You are also able to request information about your data stored at Park Lane Ltd as well as request the correction, deletion or restriction of your personal data for analytics and/or marketing use.

 

Contacting Park Lane Ltd about this privacy policy:

If you have any questions in relation to our use of your information you should first contact Park Lane in one of the following ways:

  • Customer hotline on: on 020 7409 3355
  • Or by sending an email to mail@bmwparklane.co.uk
  • Or by writing to us at: Marketing Department, BMW Park Lane, 70 Park Lane, London. W1K 7TT
  • In addition you may contact our data privacy officer

 

Under certain conditions you have the right to require us to:

  • Provide you with further detail on the use we make of your information.
  • Provide you with a copy of your information.
  • Update any inaccuracies in the information we hold about you.
  • Delete any information about you that we no longer have a lawful ground to use.
  • Remove you from any direct marketing lists when you object or withdraw your consent.
  • Provide you with your personal information in a usable electronic format and transmit it to a third party (right to data portability)
  • Restrict our use of your personal information.
  • Cease carrying out certain processing activities based on the legitimate interest grounds unless our reasons for undertaking that processing outweigh any prejudice to your data protection rights. Your exercise of these rights is subject to certain exemptions to safeguard the public interest (e.g. the prevention or detection of crime), our interests (e.g. the maintenance of legal privilege) and the rights of third parties.

Your exercise of these rights is subject to certain exemptions to safeguard the public interest (e.g. the prevention or detection of crime), our interests (e.g. the maintenance of legal privilege) and the rights of third parties.

If you are dissatisfied with our use of your information or our response to any exercise of these rights you have the right to complain to your data protection authority, this in the UK is the Information Commissioner's Office: www.ico.org.uk

 

Data Privacy Officer Contact Details:

If you have questions in relation to our use of your personal information you should contact our Data Privacy Officer:

Park Lane Ltd

pl_dataprivacyofficer@bmwparklane.co.uk

Tel: 020 7409 3355

Company Information

Company Information

Registered Name: Park Lane Limited

Company Registered Number: 1569304

Place of Registration: England and Wales

Registered Office Address: Company Secretary, Summit One, Summit Avenue, Farnborough, Hampshire, GU14 0FB

VAT Number: GB 584 4519 13

Email Address: martin.wilson@bmwparklane.co.uk

FCA Status Disclosure: Park Lane Limited is authorised and regulated by the Financial Conduct Authority for its regulated consumer credit activities.  Ref No. 667783.

Park Lane Limited is an appointed representative of BMW Financial Services (GB) Limited, which is authorised and regulated by the Financial Conduct Authority, for its general insurance mediation activities. Ref No. 411919.

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.

We are committed to providing a customer experience of the highest standard, but sometimes things can go wrong. If something isn’t right and you need our help please click on the below area which relates to your complaint.

Complaints regarding insurance policies

Step 1

Park Lane Customer Complaints Procedure.

If something isn’t right and you need our help, please call us on:

020 7409 3355

We’re here: 9am – 6pm Monday – Friday

Or email us at: Customer.parklane@bmwparklane.co.uk

Or write to us at: BMW Park Lane, 70 Park Lane, London W1K 7TT

We aim to respond within 72 hours.

BMW Park Lane is committed to providing a customer experience 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 will do our best to help resolve the situation in a fair and transparent way.

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

Our commitment to you: We will 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 we will, within 3 working days, provide a written acknowledgement of your complaint and 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.

We will endeavour to resolve your complaint as quickly as possible and keep you informed of the progress and look to supply you with a final response within 8 weeks of receiving the complaint.

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

If you are dissatisfied with our response, or we have not provided our final response within 8 weeks of receiving the complaint you may be able to refer the matter to an independent adjudicator, details of which are provided at the end of this procedure.

Step 1 – Contacting us: If you have a concern with either your vehicle or the service you have received from us, please firstly raise this with the Manager of the business area your complaint is about.

Step 2: What you will need to provide: To help us investigate and try and resolve your complaint, please provide us with the following information: Your name and address together with 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.

Step 3: Still unhappy If you are still unhappy following our final response you have a choice of alternatives which can depend upon the subject of your complaint.

 

Step 2

BMW Customer Services.

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/