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Privacy Policy

Privacy Policy

DATA PROTECTION:

Any information provided will be used and protected in accordance with the relevant data protection legislation including the Data Protection Act 1998, the General Data Protection Regulations (EU 2016/679) and any subsequent legislation as appropriate.


Listers Group Ltd - ICO registration number: Z5872022

Falcon of Hull & Lincolnshire Ltd - ICO registration number: Z6900877

 

Use of Your Personal Information

  • Who are we? Listers Group Ltd is the data controller (address below) and is engaged in the sales, service and repair of motor vehicles. Data Protection is the responsibility of the Data Management Team.
  • What personal information do we need? Names, addresses, telephone numbers, email addresses, vehicle registration number and, for finance and insurance agreements, date of birth and financial information. Some telephone calls are recorded. CCTV is in use on our property.
  • Why do we need this information? It is held for contract and/or contact purposes and also as it necessary for the legitimate interests of Listers Group Ltd to ensure compliance with service, manufacturer recalls, warranty, events, surveys, accessories, sales or relating to vehicle safety or specification standards; for any of which direct marketing may be undertaken. Failure to provide this information may impact on our ability to provide the services detailed above. For finance and insurance products and services applications some data processing may be automated as part of the administration process – this may impact your credit history. Recorded telephone calls are held for quality and training purposes. CCTV images are held for the purpose of crime prevention and/or detection.
  • How we may contact you? Mail, telephone, email or SMS.
  • How long do we keep the data? We are required to keep data for as long as necessary in line with our contractual, regulatory and legal obligations. CCTV images are held for 30 days.
  • To whom do we pass your data? We will pass your personal data to the vehicle manufacturer as joint data controller, where relevant finance companies as a data controller and agents as data processors where we maintain control of the information’s use. No information is passed to any organisations that are not engaged with Listers Group operations except to agencies for the matter of legal obligation or for enforcement, payment of any fines, duties, tolls, congestion charges or other sums which become payable related to your use of vehicles registered to the Listers Group. We do not sell data under any circumstances.
  • Organisations to which we pass data, which are outside of the European Economic Area are required to apply the same level of data protection as required by UK law.


Updating Our Records

If you wish to amend or remove your contact preferences, update your details, receive a copy of the personal information we hold about you, transfer that data to another supplier, object to or restrict our processing of your data or be removed from our records, please contact the data management team using either of the methods below. We may need to contact you if there are any queries relating to your request. In some instances we may be required to retain data relating to our contractual, regulatory and legal obligations.


Data Management Team, Listers Group Ltd, Othello House, Stratford-Upon-Avon Business & Technology Park, Banbury Road, Stratford-upon-Avon CV37 7GY

Complaints about data use:

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

www.listers.co.uk/update-our-records

Company Information

Company Information

Registered Name: Listers Group Ltd

Company Registered Number: 1400698

Place of Registration: England and Wales

Registered Office Address: Othello House, Stratford-upon-Avon Business and Technology Park, Banbury Road, Stratford-upon-Avon, Warwickshire, CV37 7GY

VAT Number: GB 545037063

Email Address: bmw.kingslynn@listers.co.uk 

FCA Status Disclosure:

Authorised and regulated by the Financial conduct authority.

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/