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Privacy Policy

Privacy Policy

How your personal information is used by Prentice Portadown Limited.

Last updated April 2018.

How we use your personal information.

Prentice Portadown Limited is an authorised BMW & MINI Retailer in Northern Ireland. This privacy notice is to let you know how we promise to look after your information. This will include what data we have by having you as a customer and the chosen choices you give us regarding what marketing you want us to send you.

Reasons for which we may collect your data;

  • To run our business in an efficient and proper way.
  • To inform you of any safety related updates and manufacturer updates.
  • To fulfil our contracts
  • To remain efficient about how we fulfil our contractual and legal duties.
  • To provide you with the knowledge of information/guidance that you need regarding our products, services and offers.
  • To create and carry out marketing activities

Prentice Portadown Privacy Promise

We promise:

  • To hold and keep your data safe and private
  • Not to share your data without your consent
  • To allow you options on how to manage and review your marketing choices (at any time).

How the law protects you

As well as our privacy promise here at Prentice Portadown Limited, your privacy is also protected by law.

The Data Protection law however states that we are allowed to use personal information if we have a proper reason to do so.

Where we collect personal information from

Here at Prentice Portadown Limited we may collect personal data from the following sources:

  • Third party companies associated with Prentice Portadown Limited for finance, insurance and marketing purposes.
  • Data when you apply for our products or services
  • Via telephone when you talk to us on the phone or call us
  • In emails or letters
  • In customer surveys

Who we share your personal information with

  • Third party companies associated with Prentice Portadown Limited
  • We may need to share your personal information with other organisations to provide you with the product or service you have chosen;
  • If you apply for insurance through us, we may have to pass your personal or your business details to the insurer.
  • Fraud Prevention agencies
  • Any party linked with you or your business’s product or service.
  • Market Researchers
  • Companies that you ask us to share your data with

Creation/tailoring of products/services

  • Car care products
  • Insurance products
  • Paint Protection products

Information we use

Below is some of the personal information that we may use here;

  • Your name
  • Your date of birth
  • Your residential address
  • Contact details e.g. email address or phone number

If you choose not to give personal information

Here at Prentice Portadown Limited we may need to collect personal information in order to comply with legal obligations, or under the terms of contract that we may have.

If the circumstance arises that you choose not to give us the personal information needed, it could delay or even prevent us at Prentice Portadown Limited from meeting our obligations. It could mean that we may have to cancel a product or service you have with us.

Marketing

We may use your personal data to tell you about relevant safety updates, manufacturer updates, products, services, offers and events we feel may be of interest to you.

We analyse the information you give to us and decide what safety updates, manufacturer updates, products, services, offers and events may be of interest to you. From this we can then tell what would probably be most relevant to market to you. It can be either us or third parties we work with that may contact you regarding marketing messages.

We are only allowed to send you marketing messages if we have your consent. You can withdraw your consent to receive marketing messages at any time by contacting us.

How long we keep your information

We will keep your information for the time you are a customer of Prentice Portadown Limited.

When you stop being a customer of Prentice Portadown Limited we may keep your data for up to 10 years.

How to get a copy of your personal information

You are able to access your personal information that we hold by writing to us at the address below:

Prentice Portadown

Seagoe Industrial Area

Seagoe Road

Portadown

BT63 5QD

Or contact us by telephone.

Letting us know if your information is incorrect/incomplete

You have the right at any time to contact us if you think any of your information we have is wrong or incomplete. If this situation arises please contact us so we can amend your information to keep it accurate.

The right to be forgotten

If there is no need for us to keep your data you then have the right to object to us holding your personal information. You can then ask us to delete your personal information. This is known as the ‘right to be forgotten’.

However it may be the circumstance that due to legal or other official reasons we may need to keep the use of your data.

Control over your data

You can at any time withdraw your consent to us holding your personal data.

However, if you withdraw your consent we may not be able to provide certain safety updates, manufacturer updates, products, services or offers to yourself.

Sharing of data

From the 25th of May 2018 when the data privacy laws change you will have the legal right to get your personal data from us in a format that can be re-used. You can then request that we pass your personal information onto another organisation.

Prentice Portadown Limited reserve the right to update this policy at any time.

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Prentice Portadown Limited Customer Information Policy

Here at Prentice Portadown Ltd we take very seriously our responsibility to safeguard the confidentiality of our clients’ information that we obtain. We are therefore pleased to publish our policy on handling client information.

What you share with us is often private and confidential, and we are committed to its protection. We will keep your data for the length of time you are a customer of Prentice Portadown Limited. Below are the following reasons for why we may collect your data;

  • For legitimate interests of the business
  • To fulfil contracts
  • MOT requirements
  • Warranty information
  • Updating of information in relation to vehicle orders
  • Safety updates, recall information or financial health checks
  • For Marketing purposes

When you stop being a customer of ours we will keep your information for an additional 5 years. You can at any time opt out of us obtaining your information, however this is only if there is no legitimate reason for us to keep it.

Your personal information may be shared with our third parties when it is required to assist us in processing a customer’s purchase. Information will be shared if required by regulation or law. You can also update your personal data at any time. You also have the right to ask us to transfer your data to another company at any time.

Your relationship is very important to us and we thank you for your custom here at Prentice Portadown Ltd.

If you have any questions, please contact us.

 

 

Company Information

Company Information

Registered Name: Prentice Portadown Limited

Company Registered Number: NI626334

Place of Registration: Northern Ireland 

Registered Office Address: Gordon Street Mews, 27-29 Gordon Street, Belfast, BT12LG

VAT Number: 248435881

Email Address: mail@prenticebmw.co.uk

Prentice Portadown Limited, trading as Prentice BMW, is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority. Product Partnerships Limited’s FCA registration number is 626349 and its address is Suite D2 Joseph’s Well, Hanover Walk, Leeds LS3 1AB. Product Partnerships Limited’s permitted business is to act as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.

Prentice Portadown Limited, trading as Prentice BMW, acts as a credit broker not a lender. We can introduce you to BMW Financial Services (GB) Limited and Black Horse Limited who may be able to offer you finance facilities for your purchase. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. The nature of this commission is as follows: we either receive a fixed fee commission per finance agreement entered into or we receive a commission based on a percentage of the total amount of finance taken by the customer. You can request for us to disclose the amount of any commission received. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk

Complaints Procedure

Complaints Procedure

Complaints Officer Contact Details

 

Name: Joanne Houston                

Telephone: 02838 338833            

Address: Seagoe Industrial Area, Seagoe Road, Portadown, BT63 5QD, Northern Ireland 

E-mail: joanne.houston@prenticegroup.co.uk   

 

How Prentice Portadown Ltd, trading as Prentice BMW, handles complaints

 

We aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

 

Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity or to a member of the senior management if the Complaints Officer is unavailable. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

 

On receipt of a complaint we will:

  • Acknowledge the complaint promptly
  • Make contact to seek clarification on any points where necessary
  • Fully investigate the complaint
  • Discuss with you our findings and proposed response

 

We are an Appointed Representative of Product Partnerships Limited (FRN: 626349). Therefore, you have the option of referring your complaint to our principal on the contact details provided below. 

Address:              Product Partnerships Limited, Suite D2 Joseph’s Well, Hanover Walk, Leeds, LS3 1AB

Telephone:         01274 921234

Email:                    info@productpartnerships.com

 

Adviser, Provider or Quality of Goods

Clients often express dissatisfaction to their adviser about the product provider, or the quality of the goods. We will need to establish whether or not your complaint relates to the advice given, the advisers service, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay investigation and we will proceed with our own investigation.

 

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

 

Investigation

The Complaints Officer will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress

 


 

Complaints Settled within 3 business days – Informal Complaints Process

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated via an informal process.

 

If a solution to your complaint is proposed and you indicate your acceptance, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

 

  • refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
  • We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:

  • We consider that doing so may better meet your needs; or
  • We have already been using another method to communicate about the complaint.

 

Complaints which cannot be resolved within three business days

Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we:

 

  • Send you an initial response letter within five days of receiving your complaint, or immediately on realising the informal complaints handling process will not reach a resolution;
  • Provide you with details of our complaints handling procedures;
  • Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points;
  • Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered.

 

Final response

Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full.

 

We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.

 

If we cannot resolve the complaint within eight weeks:

While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to the complainant again.  We will inform him/her of the reasons for the further delay and advise that if he/she is not satisfied with our progress he/she may be entitled to refer the complaint to the Financial Ombudsman Service.

 


 

Closing a complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.

 

Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.

 

Financial Ombudsman Service (FOS)

It is our policy to treat all customers the same, however, only eligible complainants may refer their complaint onto the Financial Ombudsman Service (FOS). Eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

 

Eligible complainants are:

 

  • A consumer
  • Companies within the EU definition of a microenterprise
  • Charities with an annual income of under £6,500,000
  • Trustees of a trust with assets of under £5,000,000
  • A small business (only an eligible complainant if the conduct took place after the 1st April 2019)
  • A guarantor

 

The Financial Conduct Authority complaints rules apply to complaints:

 

  • made by, or on behalf of an eligible complainant;
  • relating to regulated activity;
  • involving an allegation that the customer has suffered, or may suffer, financial loss, material distress or material inconvenience;

 

We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.

                                               

The contact details for FOS are:

 

Address:              The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

Telephone:         0800 023 4567 (free for most people ringing from a fixed line)

0300 123 9123 (cheaper for those calling using a mobile)

+44 20 7964 0500 (if calling from abroad)

Email:                    complaint.info@financial-ombudsman.org

Website:              www.financial-ombudsman.org