This website is operated by Stephen James (Automotive) Limited.
We take your privacy very seriously and we ask that you read this privacy policy carefully as it contains important information on:

the personal information we collect about you;
what we do with your information, and
who your information might be shared with.

Who we are

Stephen James (Automotive) Limited ('we' or 'us') are a 'data controller' for the purposes of the relevant data protection legislation including the Data Protection Act 1998, the General Data Protection Regulations and any subsequent legislation as appropriate (i.e. we are responsible for, and control the processing of, your personal information).

What information we collect?

Personal information provided by you
We collect the following personal information about you when you register with us, express an interest in or purchase products or services from us. We also collect personal information when you contact us, send us feedback, post material to our website, complete customer surveys or participate in competitions.

Personal information provided by third parties
Occasionally we may receive information about you from other sources (such as credit reference agencies, medical professionals, or your employer), which we will add to the information we already hold about you in order to help us provide products and services and/or improve and personalise our service to you]. We will always seek your permission to contact these people for your information.

The information we collect may include:

Basic personal details such as your name, address, e-mail address, telephone number, date of birth or age, gender, marital status;
Additional information regarding your vehicle including the registration, VIN number, service history, any works undertaken, insurance policy details, MOT and Tax status of the vehicle;
Sensitive personal information may be collected where a vehicle is purchased under the Motability scheme. This may include details of any medical conditions. We will always be clear to explain when and why we need this information and the purposes for which we will use it and will obtain your explicit consent to use sensitive personal information;

Personal information about other individuals

If you give us information on behalf of someone else, you confirm that the other person has appointed you to act on his/her behalf and has agreed that you can:

give consent on his/her behalf to the processing of his/her personal data;
receive on his/her behalf any data protection notices;
give consent to the transfer of his/her personal data abroad; and
give consent to the processing of his/her health information (e.g. for Motablity) or whether they have committed a criminal offence (e.g. for a finance or an insurance product)

Sensitive personal information
We may ask you to provide sensitive personal information, for example where you require us to tailor our goods or services to an existing physical condition e.g. as part of the Motability scheme, or where you are applying for a finance or an insurance product and we are required to enquire whether you have committed a criminal offence. If we request such information, we will explain why we are requesting it and how we intend to use it.

Sensitive personal information includes information relating to:

your ethnic origin;
your political opinions;
your religious beliefs;
whether you belong to a trade union;
your physical or mental health or conditions
your sexual life, and
whether you have committed a criminal offence

We will only collect your sensitive personal information with your explicit consent.

Monitoring and recording communications
We may monitor and record communications with you (such as telephone conversations and emails) for the purpose of quality assurance, training, fraud prevention and compliance.

Use of cookies
A cookie is a small text file which may be placed onto your computer (or other electronic device) when you use our website. We may use cookies and other similar tracking technologies such as web beacons, action tags, Local Shared Objects (‘Flash cookies’), single-pixel gifs on our website.

For example, we may monitor how many times you visit the website, which pages you go to, traffic data, location data and the originating domain name of a user's internet service provider. This information helps us to build a profile of our users. Some of this data will be aggregated or statistical, which means that we will not be able to identify you individually.

You can set your browser not to accept cookies and the websites below tells you how to remove cookies from your browser. However, some of our website features may not function as a result.
For further information on our use of cookies please contact our compliance manager by email compliance@stephenjames.co.uk.
For further information on cookies generally visit www.aboutcookies.org or www.allaboutcookies.org.

How will we use the information about you?

We collect information about you so that we can:

identify you and manage any accounts you hold with us;
process your order;
maintaining a service record for your vehicle, conduct research, statistical analysis and behavioural analysis;
carry out customer profiling and analyse your purchasing preferences;
if you agree, let you know about other products or services that may be of interest to you — see 'Marketing’ section below;
detect and prevent fraud;
verifying your identity and carry out anti-fraud checks (see 'Credit checking' section below),
providing you with payment options,
assessing your application for a product, service or quote,
ensuring that you can afford any financial agreement offered,
ensuring that any insurance products are suitable for you,
administer your any finance agreements including updating you on and delivering our services,
monitor your use of our Websites and any response to advertising campaigns;

We may also offer enhanced services including MOT and service reminders where we believe this would be helpful or of interest.
Where your vehicle manufacturer maintains an electronic service record of your vehicle we may share details of any work with your manufacturer so that an accurate record can be kept.

Marketing

We would like to send you information by post, email, telephone, text message (SMS) or automated call about relevant product, services, competitions and special offers which may be of interest to you.
We will only ask whether you would like us to send you marketing messages when you approve by ticking the relevant box(es) when you complete relevant online forms, agree over the phone or in person or in written communication.
If you have consented to receive such marketing from us you can opt out at any time. See 'What rights do you have?’ below for further information.
You can also manage your preferences by contacting our compliance manager via email compliance@stephenjames.co.uk

Credit checking
We may do a credit check on you:

so that we can make credit decisions about you and members of your household, and
to prevent and detect fraud and money laundering

Our search will be recorded on the files of the credit reference agency.
We may also disclose information about how you conduct your account to credit reference agencies and your information may be linked to records relating to other people living at the same address with whom you are financially linked.
Other credit businesses may use your information to:

make credit decisions about you and the people with whom you are financially associated;
trace debtors, and
prevent and detect fraud and money laundering.

If you provide false or inaccurate information to us and we suspect fraud, we will record this.
If you want to see your credit file, please contact the credit reference agency which we use :

Dun & Bradstreet Ltd
Marlow International
Parkway
Marlow
Bucks
SL71AJ

Who your information might be shared with

We may disclose your personal data to:

other companies within our group;
our agents and service providers;
credit reference agents—see 'Credit checking' below;
law enforcement agencies in connection with any investigation to help prevent unlawful activity;
our business partners in accordance with the 'Marketing and opting out' section above; and
your car manufacturer

When you enquire about, or purchase, our products or services we may provide details of the vehicle to the manufacturer. This is in accordance with our manufacturer franchise agreement and is transmitted over a secure connection to their servers.

When you purchase a new vehicle from us, we are obliged to submit some of the personal information to the Driver and Vehicle Licensing Agency (DVLA) in order to register that vehicle.

When you service your vehicle with us we submit some of the personal information to the relevant government agencies to ensure your vehicle’s data is maintained.

If you do not wish for the above obligatory transfers to take place, you must advise this as the point of providing the data. Please note that this may prevent us from being able to provide the goods or services requested. Where this is the case you will be given the option of how you wish to proceed.

Keeping your data secure
We will use technical and organisational measures to safeguard your personal data, for example:

access to your account is controlled by a password and user name that are unique to you;
we store your personal data on secure servers; and
payment details are encrypted using SSL technology (typically you will see a lock icon or green address bar (or both) in your browser when we use this technology).

While we will use all reasonable efforts to safeguard your personal data, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that are transferred from you or to you via the internet. If you have any particular concerns about your information, please contact us (see ‘How can you contact us?’ below).

What can I do to keep my information safe?
If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.

Transfers of your information out of the EEA
We may need to transfer your personal data to United States of America which is located outside the European Economic Area, where your information may be stored with one of our software providers. Any transfer of your data will be subject to a European Commission approved contract that will safeguard your privacy rights and give you remedies in the unlikely event of a security breach.

What rights do you have?

Right to request a copy of your information
You can request a copy of your information which we hold (this is known as a data subject access request). If you would like a copy of some or all of it, please:

email, call or write to us (see ‘How can you contact us?’ below) or fill in the following form http://tinyurl.com/sj-dsar
let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill), and
let us know the information you want a copy of, including any account or reference numbers, if you have them

Right to correct any mistakes in your information
You can require us to correct any mistakes in your information which we hold free of charge. If you would like to do this, please:

email, call or write to us (see ‘How can you contact us?’ below);
let us have enough information to identify you (e.g. account number, user name, registration details), and
let us know the information that is incorrect and what it should be replaced with.

Right to ask us to stop contacting you with direct marketing
You can ask us to stop contacting you for direct marketing purposes. If you would like to do this, please:

email, call or write to us (see ‘How can you contact us?’ below). You may also click on the ‘unsubscribe’ button at the bottom of email communications. It may take up to 10 business days for this to take place.
let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill), and
let us know what method of contact you are not happy with if you are unhappy with certain ways of contacting you only (for example, you may be happy for us to contact you by email but not by telephone).

Right to restrict processing and to be forgotten

Where your details are no longer needed to perform our contractual obligations, you have the right to restrict how we use your data, including to request that we delete any or all personal data we hold on you. The only reason we would not carry out this request is if it would result in us being in breach of other legal or regulatory obligations we have.
If you would like to do this, please:

email, call or write to us (see ‘How can you contact us?’ below). You can also click on the ‘unsubscribe’ button at the bottom of any of our customer emails. All other updates will take place within 10 business days. You may also use the following form http://tinyurl.com/sj-dsrr
let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill), and
let us know what method of contact you are not happy with if you are unhappy with certain ways of contacting you only (for example, you may be happy for us to contact you by email but not by telephone).

Right to transfer your data here data is processed automatically you have the right to request that we provide a copy of the data in a commonly read format to another controller. The only reason we would not carry out this request is if it would result in us being in breach of other legal or regulatory obligations we have,

If you would like to do this, please:

email, call or write to us (see ‘How can you contact us?’ below). You can also click on the ‘unsubscribe’ button at the bottom of any of our customer emails. All other updates will take place within 10 business days.
let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill), and
let us know what method of contact you are not happy with if you are unhappy with certain ways of contacting you only (for example, you may be happy for us to contact you by email but not by telephone).

How to contact us
Please contact us our Compliance Manager, if you have any questions about this privacy policy or the information we hold about you.
If you wish to contact us, please send an email to compliance@stephenjames.co.uk or write to us at Unit 1, Martinsbridge Estate, Enfield, Middlesex, EN11SP or call us on 02084438443.

Changes to the privacy policy
We may change this privacy policy from time to time. You should check this policy occasionally to ensure you are aware of the most recent version that will apply each time you access this website.

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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PRIVACY POLICY