We hope you will enjoy being a customer of Arnold Clark Automobiles Limited, and we want to make sure your experience is as safe and useful as possible. Here you can find out what data we collect from you, how we use it, conditions where we may disclose this data to others, how we keep it secure and how our website works.

Arnold Clark Automobiles Limited (SC036386) (“Arnold Clark”, “we” and “us”) takes the issue of security and data protection very seriously and strictly adheres to guidelines published in the United Kingdom Data Protection Act of 1998 and the General Data Protection Regulation (EU) 2016/679 which is applicable from the 25th May 2018. We are notified as a Data Controller with the Office of the Information Commissioner under registration number Z6369745 and we are the data controller of any personal data that you provide to us. Any questions relating to this policy and our privacy practices should be sent to website.privacy@arnoldclark.com.

Personal information that we collect, why we collect it and how we use it.

We obtain information about you when you contact us in branch or over the phone and when you use our website. We also receive information from you via cookies on our website, for example when you are viewing vehicles or making online bookings. We need this information to enable us to provide our online services and where appropriate, our in branch services. This section sets out in more detail what information we collect, why we collect it, how we use it and how long we keep your information.

Please be aware if you purchase a vehicle from Arnold Clark at the point of sale (under a contractual obligation) we will collect your full name, address, contact telephone number(s), date of birth, driver’s licence details, payment details, details of the vehicle you are buying and any details of the vehicle you are part exchanging including mileage and MOT information if relevant. Your details will be retained in line with all regulatory laws and will be on our system for no longer than 7 years, unless you choose to contract with us again before the end of the 7 years. Physical copies of your deal will be securely shredded after 3 years; in line with regulatory standards, tax requirements and audit purposes. Your details will not be used for marketing purposes unless you have given us permission to contact you in this way.
If finance is required when purchasing your vehicle or in our aftersales department we will be required to collect further details including your marital and housing status, number of dependents, previous address, occupation, employer, business address and bank details as well as a copy of your driver’s licence, a proof of address (i.e. a utility bill) and any other relevant documentation. This information will be passed by Arnold Clark with your permission to the finance companies and if you are approved for finance the copies of your documentation will be securely shredded 30 days after the money is paid to Arnold Clark. Your personal information will be stored on your order form which will be kept on our system for 7 years after which it will be removed, in line with regulatory standards, tax requirements and audit purposes.
If you make a Service, MOT or Repair booking, we require your name, contact information, vehicle details and potentially a collection address. This information is required so that we can arrange your booking and notify you if there are any changes to the booking. Also if you make this booking online you can also specify if you would like this information to be stored in a cookie, so as to avoid repeat typing in subsequent visits. Further if your car was purchased from Arnold Clark our aftersales system will already have your information. However, if you are an Aftersales Customer only then we will ask you at the point of service whether or not you wish to receive service or MOT reminders and/or general Arnold Clark Group marketing, you will only receive these if you reply in the affirmative. If you never fulfil your booking then your personal data will be deleted within 1 week. If you fulfil your booking and do not return to any Arnold Clark department, then your personal data will be deleted off of our system in 7 years and the physical copy will be securely shredded after 5 years, in line with regulatory standards, tax requirements and audit purposes.
If you make a public liability claim against any part of the Arnold Clark group then Arnold Clark Insurance Services will have to keep a record of your full name, contact information, DOB, medical information, witness information and 3rd party information. This must be kept for 30 years after the claim - in line with regulatory laws.
If you make a complaint through our customer services department then to assist you with this complaint we must collect your name, contact information, information on your complaint as well as, DOB and/or provided identification to ensure we are speaking with the authorised individual. For our legitimate interest this information will be stored in our systems and physical archive for 7 years after the complaint and then securely destroyed.
To book a test drive we need to take your name, contact information and a copy of your driver’s licence, we will store a copy of this for 6 months, in case of any speeding, parking or any motoring offence that may occur.
Similarly if you take a courtesy car from our service department then we would require your name, contact information, insurance details and a copy of your driver’s licence details, we will store record of this on our system for 6 years from the end of hire, in case of any insurance claims, speeding, parking or any motoring offence that may occur. Physical copies of the documents will be securely shredded within a year.
To make a branch or an online enquiry we will need your name and contact information so that we can respond to your enquiry accurately and promptly. We will retain this information for 3 months.
Phone calls may be recorded, and any recorded calls will be retained for a maximum of 6 months and only be used for training and quality purposes and/or to prevent or detect crime.
If you to visit any site belonging to the Arnold Clark we use CCTV to monitor all of our premises, therefore your image and potentially your vehicle registration will be captured and stored for up to 8 weeks depending on the system used at the branch.
If you injure yourself at an Arnold Clark branch then we are under a legal obligation to fill in an accident form this will include, full name, contact information, nature of injury and description of treatment. We are legally required to keep these forms for 5 years after the incident then after they will be securely shredded.
On our website when you search our New Car Special Offers or Used Car Stock Locator we may store information on the vehicles you searched for in a cookie so that we can personalise site content. We may track what type of vehicles you view so that we can make suggestions and personalise site content.
If you enter one of our competitions on any platform, we require your name, e-mail address and daytime telephone number so we can contact the winner. If you do not opt in to receive marketing then your data will be deleted following the outcome of the prize draw. Our competitions are subject to full terms and conditions, which are as follows: One entry per person. All entrants will be considered, and the winner will be picked at random by the Arnold Clark Marketing team. Winners will be contacted by phone or e-mail after the prize draw. All prizes are non-transferrable and non-refundable. Entrants must be 17 years or older to enter and claim a prize from any of our competitions. Unclaimed prizes may be offered to other competition entrants within 48 hours of first notification to the winner. Competitions run on social media are not endorsed, sponsored, administered by, or associated with Facebook, Twitter or Instagram. If you do not opt in to receive marketing from us then your data will be deleted following the outcome of the prize draw.
Occasionally, we may use your e-mail address to send you information about changes to this website, we will ask you for permission to do so.
We monitor visitor usage patterns to help us continually improve the site.

We review our data retention periods regularly and will only hold your personal data for as long as is necessary for the relevant activity, or as required by law (we may be legally required to hold some types of information), or as set out in any relevant contract we have with you.

Marketing

It is your choice whether you receive information such as marketing from us and you can select this by ticking the relevant boxes on any form where we collect your information. We will not contact you for marketing purposes unless you have given your prior consent. If you have agreed to receive marketing from Arnold Clark we may e-mail to inform you of new products available from companies within the Arnold Clark group. If, at any time, you no longer wish to receive this information, please send a written request to direct.marketing@arnoldclark.com. Also, all of our email marketing correspondence gives you the option to opt-out of receiving further marketing emails. Please note that you will still receive emails directly related to an enquiry you have submitted via our contact form.

If you have opted-in to receive marketing material from us, we will use your name and whichever methods you have selected to send out this information.

Access to Your Information

You may request, at any time, a copy of the personal information the company holds about you, at no cost. Should you wish to access or update the personal information that we hold, please contact us by sending a written request to Customer Services Department, Arnold Clark Automobiles Limited, 454 Hillington Road, Hillington Park, Glasgow, G52 4FH or customer.services@arnoldclark.com.

If you wish to have the information the Company holds on your person removed, please request this in writing to Customer Services Department, Arnold Clark Automobiles Limited, 454 Hillington Road, Hillington Park, Glasgow, G52 4FH or customer.services@arnoldclark.com - as long as your information is not pertinent to the completion of a contract or required for any legal reason it will be removed.

If you are concerned that we are not using your information in accordance with the law, or are not satisfied with our response to a request made above, then you can complain to the Information Commissioner’s Office.

The Information Commissioner in Scotland can be reached by the following means;
The Information Commissioner's Office - Scotland
45 Melville Street
Edinburgh
EH3 7HL
Scotland@ico.org.uk
0303 123 1115

The Information Commissioner in England can be reached by the following means;
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Data Security

Please be aware that the transmission of information via the internet is not always completely secure. Although we will do our best to protect your personal data, we cannot guarantee the complete security of your data transmitted to us electronically; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to restrict unauthorised access.

All credit/debit card data taken through our websites is encrypted in accordance with PCI-DSS.

Data Storage and Use of Data Outside of the European Economic Area

We store your data on secure servers inside the European Economic Area (EEA).

Some of our third party contractors are based outside of the EEA however, we have strict control over how and why your data can be accessed. By submitting your personal data, you are consenting to this transfer, storing or processing. If we transfer your data outside the EEA we will take steps to ensure that appropriate security measures with the aim that your rights continue to be protected as set out in this policy.

Disclosing Your Information

We may disclose your personal information to another member of our group, which means our ultimate holding company and its subsidiaries as defined in section 1159 of the UK Companies Act 2006 – GTG Training Limited (SC290157), Arnold Clark Finance Limited (SC039597), Arnold Clark Insurance Services Limited (SC192797), Harry Fairbairn Limited (SC043023), Assure Alarms Limited (SC139217) and Towquest Limited (02299882).

We may disclose your personal information to third parties under the following circumstances:

If we sell any business or assets, in which case we may disclose your personal data to the prospective buyer of such business or assets.
If Arnold Clark or substantially all of our assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
If we are under a duty to disclose or share your personal data in order to comply with any legal obligation (i.e. traffic offences), or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of the Arnold Clark group, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
We work with various third party providers to help us deliver our products and services, and we only disclose your information as far as is necessary to provide the service. However, we have contracts with third party suppliers we will have completed necessary security checks and full due diligence to ensure that your data is kept safe once passed to the third party. The majority of third parties only have the right to use your data to complete an obligation, they do not have marketing rights over your data. Your data is used including in the following circumstances:
- We may contract a data cleansing organisation to ensure all data is accurate and up to date.
- If you purchase a new car from Arnold Clark then your information will be disclosed to the manufacturer for warranty, registration and safety recall purposes. In some circumstances the manufacturer will be acting as the data controller of your information and they will have marketing rights over your data. We recommend that you read their privacy policy to see how they will use your information.
- If you require a finance agreement, we will disclose your information to 3rd party finance companies. If you are accepted for finance then that finance company will be a data controller for your information from then onwards. We recommend that you read their terms of business and privacy policy, provided in your contract pack, to see how they will use your information.
- All phone call recordings are kept by a third party who only have processing rights over your data and will not contact you.
- If you use our "Live Chat" function via our partner, Contact At Once, your information may be collected, used and stored as part of our "Live Chat" service and your personal information will be shared with Contact at Once.

Links

Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Social Networking

The Website may offer you the opportunity to share or follow information about us (or the website or our services) using third party social networking functionality (such as through "share this", "like" or "follow" buttons).

We offer this functionality in order to generate interest in us, the website and our services among the members of your social networks, and to permit you to share and follow opinions, news and recommendations about us with your friends. However, you should be aware that sharing personal or non-personal information with a social network may result in that information being collected by the social network provider or result in that information being made publicly-available, including through Internet search engines.

Please note that we do not exercise any endorse or control the policies or practices of any third party social network whose functionality you may access through the website. You should always read the privacy policy of any social network through which you share information carefully in order to understand their specific privacy and information usage practices.

Changes to our Privacy & Cookies Policy

Any changes we may make to our privacy & cookies policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

This policy was last updated: 6th July 2018

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/

INSURANCE COMPLAINTS

If you would like to make a complaint in relation to the sale of your BMW Insurance, please follow the below steps:

Step 1. Contacting us.

Contact BMW Financial Services (GB) Ltd, using your preferred method from the list below:

Write to: Customer Services Department, BMW Financial Services (GB) Ltd, Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB

Telephone: 0370 5050 150

Email: customer.service@bmw.co.uk

We aim to respond in 48 hours

We’re here: 9am - 6pm Monday to Friday & 9am - 5pm Saturdays

What you will need to provide.

To help BMW Financial Services (GB) Ltd investigate and try to resolve your complaint, please provide the following information:

your name and address; your policy number, if you have one; details of how we can be contacted; a clear description of your complaint; details of what you would like done to rectify the situation; and if appropriate, copies of any relevant supporting documentation.

BMW Financial Services (GB) Ltd procedures.

The aim is to resolve your complaint quickly, and will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or:

- 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.

Within 8 weeks of receiving your complaint, BMW Financial Services (GB) Ltd will either: write to you with a final response and the reasons for providing this response, or explain why BMW Financial Services (GB) Ltd are not in a position to give you a final response and let you know when we expect to be able to provide it and in each case provide you with the contact details for the Financial Ombudsman Service.

Step 2. 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

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Terms and conditions

PRIVACY POLICY

Personal information that we collect, why we collect it and how we use it.

Marketing

Access to Your Information

Data Security

Data Storage and Use of Data Outside of the European Economic Area

Disclosing Your Information

Links

Social Networking

Changes to our Privacy & Cookies Policy

COMPANY INFORMATION

COMPLAINTS PROCEDURE

Step 1: Discussion with your BMW Centre.

Step 2: Contact us.

What you will need to provide.

Our commitment to you.

Financial Services

Step 3: What if I remain unhappy with your response?

THE MOTOR OMBUDSMAN.

THE EUROPEAN COMMISSION’S ONLINE DISPUTE RESOLUTION SERVICE.

INSURANCE COMPLAINTS

Step 1. Contacting us.

BMW Financial Services (GB) Ltd procedures.

Step 2. What if I remain unhappy with your response?