Loading...

Privacy Policy

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@oceanmini.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@oceanmini.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.com or by post to our head office at:

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

Company Information

Company Information

Registered Name: Grevan Cars Limited

Company Registered Number: 1852806

Place of Registration: England and Wales

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

VAT Number: GB 182 6740 90

Email Address: mail.plymouth@oceanbmw.com

FCA Status Disclosure: Grevan Cars Limited is authorised and regulated by the Financial Conduct Authority for its regulated consumer credit activities.  Ref No. 688221.

Grevan Cars Limited  is an appointed representative of BMW Financial Services (GB) Limited, which is authorised and regulated by the Financial Conduct Authority, for its general insurance mediation activities. Ref No. 414718.

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.

We are committed to providing a customer experience of the highest standard, but sometimes things can go wrong. If something isn’t right and you need our help please click on the below area which relates to your complaint.

Complaints regarding insurance policies

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/