The Dick Lovett Company Data Privacy policy outlines our commitment as a business to treat information of our employees and customers with the utmost care and confidentiality.

This policy ensures that we gather, store and handle sensitive data fairly transparently and with the respect towards individual’s rights.

This policy refers to employees and customers who provide their information to us.

Policy Elements

To enable our business to operate, we are required to obtain and process information. This information includes any offline or online data that makes a person identifiable for example, Names, Addresses, Digital Footprints, Photographic ID, Financial Information etc.
Our company policy is to collect this data in a transparent way and only with the full cooperation and knowledge of the employee or customer. Once this information is available to us, the following rules apply:

Our Data will be:

Accurate and kept up to date
Collected fairly and for lawful purposes only
Processed only within the Dick Lovett Group
Protected against any unauthorised access by internal or external parties

Our Data will not be:

Communicated informally
Be kept for longer than necessary

In addition to ways of handling the data, Dick Lovett has an obligation towards people to whom the data belongs. We must:

Let employees and customers know which of their data is being collected
Inform employees and customers that we monitor, record and store telephone communications to check any instructions provided to us
Inform employees and customers about how we will process their data
Inform employees and customers about who has access to their information
Allow employees and customers to request that we modify, erase, reduce or correct data contained in our databases

To exercise data protection, Dick Lovett Ltd are committed to:

Continue with transparent data collection procedures
Train employees in online privacy and security measures
Document an IT Policy detailing how secure our networks are and how our business protects online data from Cyberattacks
Ask customers whether they agree to receiving marketing communications and we will record their response accurately
Continue with data protection procedures (confidential document shredding, password protection on internal documents, vigilant to persons entering our dealerships and regular IT Server backups)

BMW GENIUS

The personal data that you give your BMW Genius (VRN, name, email, and telephone number) will only be used by your genius to contact you about the help you’ve asked for. It will be kept securely, won’t be used for marketing, and will be deleted 30 days after your last contact with your Genius. You may, of course, ask your Genius to stop contacting you or to delete your data at any time.

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

Policy Brief and Purpose