REGULATOry information

H.R. Owen Plc is authorised and regulated by the Financial Conduct Authority (FCA) – FRN 310025.

Privacy Policy

This privacy policy is operated by H.R. Owen Plc (a multi-franchised motor retailing group) comprising its wholly-owned subsidiary companies, particularly H.R. Owen Dealerships Limited, Jack Barclay Limited, Broughtons of Cheltenham Limited, Bodytechnics Limited and Holland Park Limited and their trading names.

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

H.R. Owen and its wholly-owned subsidiary companies ('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 in person, over the telephone or online.

Personal information provided by third parties

We may receive information about you from other sources (such as our manufacturer partners and credit reference agencies), which we will add to the information we already hold about you in order to help us provide the products and services you require and to personalise our service to you. We will always seek your permission to contact these people for your information, or our manufacturer partners will have gained your permission to provide this information to us.

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;
  • Financial details where required to facilitate payment;
  • 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; and
  • Give consent to the transfer of his/her personal data abroad;

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 physical or mental health or condition; 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 the provision of goods and services, quality assurance, training, fraud prevention and compliance.

Use of cookies

A cookie is a small text file which is placed onto your computer (or other electronic device) when you use our website. We 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 tell 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, including a detailed list of your information which we and others may collect through cookies please see our Website cookie policy.

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 finance agreements including updating you on and delivering our services, and
  • monitor your use of our Websites and any response to advertising campaigns;

We may also offer enhanced services including MOT and service reminders, warranty updates and safety recalls 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 our products and services, events, competitions and special offers which we feel may be of relevant interest to you.

Other businesses within our group which we have selected carefully (i.e. H.R. Owen Insurance Services Limited) may also send you similar marketing messages concerning their services.

We will ask whether you would like us and other businesses within our group to send you marketing messages when you first engage with us either in person, over the telephone or online. You have the right to withdraw or revise your marketing permissions at any time. See 'What rights do you have?’ below for further information.

Credit checking

We may do a credit check on you:

  • 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 i.e. Experian or the agency used by the relevant Finance House.

Who your information might be shared with

We may disclose your personal data to:

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

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 is 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 countries and territories which are located outside the European Economic Area, for the purpose of the provision of our goods and services. 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 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);
  • 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 can also click on the ‘manage your preferences’ button at the bottom of each of our marketing emails.
  • 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 our Data Protection Officer 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 dataofficer@hrowen.co.uk or write to us at H.R. Owen Plc, Melton Court, Old Brompton Road, London SW7 3TD, or call us on +44 (0)20 7245 1122.

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.

Do you need extra help?

If you would like this policy in large print please contact us (see ‘How can you contact us?’ above).

Complaints Resolution Procedure

Our Customer Complaint Process 

We take all complaints very seriously.  It is important to us that you are completely satisfied with your customer experience and the service we provide.

If you have a complaint we would like to help you……..

 

If the Brand Director or Group Aftersales Director is unable to resolve your complaint to your satisfaction, your co-operation will be sought to engage in Alternative Dispute Resolution to achieve an outcome that is fair and reasonable to all Parties. We have subscribed to The Motor Ombudsman Limited, an Alternative Dispute Resolution service, and their details are available on our website or at www.themotorombudsman.org

If you are not satisfied with any response we have a complaint handling procedure that you can use to resolve matters. If you are not satisfies following the conclusion of this procedure, where your complaint does not relate to a financial service, The Motor Ombudsman offers a CTSI-certified dispute resolution provider that we are prepared to engage with through the Alternative Dispute Resolution procedure. For details of this service you can contact their information line on 0345 241 3008 or visit www.themotorombudsman.org

Terms and conditions

Unless otherwise stated, you are hereby permitted to copy and use material published by H.R. Owen PLC on this Web service for the internal purposes of your organisation, provided you retain any copyright notice applying to the material. Individual items may have more specific terms and conditions associated with them, in which case those terms and conditions will apply to that item in place of this general permission. If the copyright owner of any material published on this service is not H.R. Owen PLC your rights in respect of that material will be as defined by the copyright owner of the material concerned.

Except as set out above, all rights are reserved and no right or licence is granted or implied under any copyright, patent, trade mark or other intellectual property right of H.R. Owen PLC or any other party as a consequence of the publication of any material on this Web service.

H.R. Owen PLC has no responsibility in relation to any material you obtain from any other Web site, even if you access it via a link from this service.

All material published on this Web service is provided "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. Some jurisdictions do not allow the exclusion of implied warranties, so the above exclusion may not apply to you. Whilst every effort has been made to ensure the accuracy of the information contained on this website, errors may occur. Do not rely entirely on this information, check with the dealer about items that may affect your decision to purchase.

In no event shall H.R. Owen PLC be liable, in contract, tort (including negligence or breach of statutory duty) or otherwise for any increased costs or expenses, for any loss of profit, business, contracts, revenues, or anticipated savings or for any special indirect or consequential damage of any nature whatsoever arising out of or in connection with your use of this Web service or of any material obtained from it.

COOKIES

This web site uses cookies in a number of ways which are as follows:

Aggregated Site Usage Statistics

Cookies may be placed on your computer, phone or other Internet device to provide us with aggregated data of the usage of this site and the mediums which are driving traffic to the site. The data gathered by these is aggregated and therefore your individual usage of this site cannot be attributed to you.

Essential Site Features

Cookies may be placed upon your computer, phone or other Internet device in order to provide essential site features such as allowing you to compare different cars in stock and complete enquiry forms quickly.

Complimentary Site Features

The site may also use Cookies for certain complimentary purposes such as showing you the car that you last looked at on the home page. All these functions are designed to improve your experience of using the site. If you don't want this site to place Cookies on your device you can disable these using your Internet Browser settings.

Advertising with Cookies

Our website uses cookies/advertising IDs for the purpose of advertising. This enables us to show our advertisements to visitors who are interested in our products on partner websites, apps and emails. Re-targeting technologies use your cookies or advertising IDs and display advertisements based on your past browsing behaviour. You can opt-out of interest based advertising by visiting the following websites:

http://go.pardot.com/e/126241/choices-/3yy9lv/114140831
http://go.pardot.com/e/126241/2017-04-12/3yy9lx/114140831

We may share data, such as technical identifiers derived from your registration information on our website or our CRM system with our trusted advertising partners. This allows them to link your devices and/or environments and provide you a seamless experience across the different devices and environments that you use.

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