Terms and conditions

PRIVACY POLICY

Ocean Group includes De Van Automotive, Grevan Cars Ltd, Ocean BMW Plymouth, Ocean MINI Plymouth, Ocean Motorrad Plymouth, Ocean BMW Falmouth, Ocean MINI Falmouth, Ocean Motorrad Falmouth, Ocean BMW Torbay, Ocean MINI Torbay and Ocean Bodyshop.

This privacy policy explains how we use any personal information we collect about you when you use our websites or visit one of our showrooms.

Topics:

• What information do we collect about you?
• How will we use the information about you?
• Marketing
• Access to your information and correction
• Cookies
• Other websites
• Changes to our privacy policy
• How to contact us

What information do we collect about you?

As you would expect, we collect information about you when you register on our websites or place an order for cars, bikes, products or services. We also collect information when you voluntarily complete customer surveys, provide feedback and participate in competitions. Website usage information is collected using cookies.

How will we use this information about you?

We collect this information about you to process your order, manage your account and, if you agree, to keep in touch with you about other products and services we think might be useful to you or that you might find interesting.

The information collected from our websites is used to personalise your repeat visits to any of the Ocean branches or departments.

With your agreement, we shall continue to pass on your personal information, solely, within the Ocean Group to enable us to offer you additional and tailor-made services.

Ocean Group does not and will not share your information for marketing purposes with any companies outside the Group.

In processing your order, we may send your details to, and also use information from credit reference agencies and fraud prevention agencies.

Marketing

So that we can keep you informed, we would like to send you information about products and services related to your interests as expressed. If you consent to receive marketing material now, you can still opt out at a later date.

You have the right, at any time, to request that we stop contacting you for marketing purposes.

If you no longer wish to be contacted for marketing purposes, please email gdpr.info@oceanbmw.co.uk

Access to your information and correction

You also have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of this information, please email or write to us at the following address gdpr.info@oceanbmw.co.uk

Or by post to our head office at: GDPR Administrator, Ocean BMW, St Modwen House, Longbridge Road, Plymouth, PL6 8LD.

It is important to us to ensure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.

Cookies

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity.

For further information visit www.aboutcookies.org or www.allaboutcookies.org.

You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of our website features may not function as a result.

Other websites

Our website contains links to other websites. This privacy policy only applies to the Ocean websites so when you link to other websites you should read their own privacy policies.

Changes to our privacy policy

We keep our privacy policy under regular review and we will place any updates on this web page. This privacy policy was last updated on 11th April 2018.

How to contact us

Please feel free to contact us if you have any questions about our privacy policy or information we hold about you: gdpr.info@oceanbmw.co.uk or by post to our head office at:

GDPR Administrator, Ocean BMW, St Modwen House, Longbridge Road, Plymouth, PL6 8LD

COMPANY INFORMATION

Registered Name: Ocean BMW Group

Company Registered Number: 1852806

Place of Registration: England

Registered Office Address: St Modwen House, Longbridge Road, Marsh Mills, Plymouth, Devon, PL6 8LD

VAT Number: GB 182 6740 90

Email Address: customer.information@bmw.co.uk

Grevan Cars Limited is authorised and regulated by the Financial Conduct Authority for consumer credit broking and is an appointed representative of South Quays Limited for general insurance mediation. Our Firm Reference Number (FRN) for consumer credit broking is 688221 and our FRN for general insurance mediation  is 414718. South Quays Limited is authorised and regulated by the Financial Conduct Authority, and their FRN is 528885.

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.

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/