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Privacy Policy

Privacy Policy

Privacy Statement

This Privacy Statement is provided by Marsh Wall Limited, (referred to as "Berry Group”, “Berry BMW” or “Berry MINI", "us", "our" or "we" in this statement) for the information of visitors (referred to as "you" or "your" in this statement) to our web site.

We confirm that we take your right to privacy seriously.

We regularly review our Privacy Policy and Data Protection Policy and updates will be made to this Privacy statement from time to time.

Governing Law

The information contained in this Privacy Statement shall be governed and construed in accordance with English law and be subject to the exclusive jurisdiction of the English courts.

Data Protection Act and GDPR

We are registered with the Information Commissioners Office (ICO) as a data controller.

Information collected by Berry Group

In the normal course of business, we need to gather some personal information from you when you wish to buy our products or services. The full details of the information we need is set out on the relevant forms throughout the website. Any information that is gathered from visitors to or customers of this web site is not sold, made available to, or otherwise distributed to third parties for any purpose unless you give us permission to do so. We may, on occasions, collect additional personal information from surveys and contests, which you will be under no obligation fill in or return to us. The information you provide will enable us to provide information about our company to you and to contact you. We will ask you for your consent when you initially contact us. We will only provide this information where you indicate that you wish to receive further information from us on a regular basis. We also collect demographic and profile data on our web site. This information may be combined with other forms of information to permit us to bring together, in aggregate form, information about the people who use our web site. Such information will enable us to understand, in general terms, user preferences in relation to the content of the web site and the effectiveness of the advertising.

Information that is automatically logged

When you enter our web site, we use your Internet protocol ("IP") address to help diagnose problems with our server, to administer our web site and to help identify you. We also have the ability to know what type of operating system and browser software you use and to identify the geographical location of your browser. Your IP address is also used by us to gather broad demographic information and for other purposes, such as monitoring visitor frequency.

What we do with the information we collect

The information in aggregate form permits us to carry out an analysis of user behaviour in general. This allows us to measure overall interest in our web site and to help us develop the web site to make it more interesting in general terms. We will also be able to inform advertisers how many users have clicked on to the various advertisements displayed on our web site. The analysis we perform does not include any personal information provided by you. We merely use the aggregate form of the information for these purposes. We will not provide any personal information to any third party unless you give us specific authority to do so. You have the option on the relevant order form to indicate whether you wish to receive promotional e-mail about the services that we and our advertisers offer. We will not send you any such promotional e-mail if you do not indicate your agreement to receive such information.

Sharing information

We share the information we gather with advertisers and other partners. The information we share comprises information in aggregate form only. We do not share personal information about anybody unless we have your specific permission to do so.

Registration and order forms, surveys and contests

Our order forms, surveys and contests ask you to provide us with your contact details, such as name, postal and e-mail addresses. The information you provide will enable us to provide information about our company to you and to contact you. We will only provide this information where you indicate that you wish to receive further information from us on a regular basis.

Managing the information we hold about you

You are entitled to make a subject access request to us regarding any personal data we hold on you. We will only send this information to the contact details we already have on file. Please see below for details about how to contact us;

If you request the removal of your personal information from our database or you wish us to amend or change the information we hold about you on our database, we will remove or amend (upon being shown proof of change) any such information within the prescribed timeframe.

We aim to respond to any requests for information promptly and in any event within one month.

Should you want to complain about our use of personal data, please see below for details of how to contact us.

You also have the right to complain to the Information Commissioners Office (ICO). For further information on your rights please refer to the ICO website.

Contact us

If you have any questions about this privacy statement, about our Data protection policy or to tell us you do not want to receive future communications from us, please contact us at datacontroller@berrybmw.co.uk.

Company Information

Company Information

Registered Name: Marsh Wall Ltd T/A Berry Thames Ditton

Company Registered Number: 6319869

Place of Registration: England

Registered Office Address: 6 Shield Drive, Brentford, Middlesex, TW89EX

VAT Number: 346 6239 83

Email Address: mail@berrybmw.co.uk

FCA Status Disclosure: FCA Status Disclosure: Marsh Wall Limited is an Appointed Representative of South Quays Limited who is authorised and regulated by the Financial Conduct Authority (FCA) for insurance distribution activity only (Firm Reference Number 528881). Marsh Wall Limited is authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit activity (Limited Permissions) (Firm Reference Number 678762)

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.

 

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/