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Privacy Policy

Privacy Policy

What information does Marshall Motor Group collect from you?

We collect information about you when you register with us or place an order for products or services. We also collect information when you voluntarily complete customer surveys, provide feedback or participate in competitions. Website information is collected using cookies.

How will we use the information about you?

We use the information collected to enable us to manage and provide the goods or services requested and if you agree, to contact you about other products and services we think may be of interest to you.

If you apply to us, or through us, for finance or insurance we will pass your details to the finance or insurance provider. Information provided to us may be put onto a register of claims or shared with other insurers to prevent fraudulent claims. We may share your information with, and obtain information about you from, credit reference agencies or fraud prevention agencies.

If you purchase a vehicle we may pass your details to the manufacturer, DVLA or warranty providers.

Our websites use Cookies to collect standard internet log information and visitor behavior information to track website visitor use, website activity and to personalise your repeat visits to our websites.

Marketing

We would like to use the information we collect to send you information about our products and services, those from other companies in our group and from selected partner businesses that may be of interest to you.

You have a right at any time to stop us from contacting you for marketing purposes or from giving your details to partner businesses. If you consent (or have consented) to receive marketing you may opt out at any later date.

For more details how your information is used, your rights to access the information we hold or to notify us if you no longer wish to be contacted for marketing purposes please contact us by email at dataprotection@marshallweb.co.uk or write to us at Airport House, The Airport, Cambridge CB5 8RY or telephone us on 01223 377000.

Company Information

Company Information

Registered Name: Ridgeway Bavarian Limited

Company Registered Number: 7930214 

Place of Registration: Cambridge

Registered Office Address: Marshall Motor Holdings PLC, Airport House, The Airport, Cambridge, CB5 8RY

VAT Number: GB 229 1240 30

Email Address: bmw@marshall.co.uk 

FCA Status Disclosure: 

Ridgeway Bavarian Limited act as a non-independent credit intermediary for the following panel of leaders: BMW Financial Services Ltd, Black Horse Consumer Finance Ltd, Santander Consumer Finance Ltd, Alphera Finance Ltd, Motonovo Finance Ltd, Northridge Finance ltd, DSG Brokerage Ltd and Evolution Funding Ltd. The products Ridgeway Bavarian Limited provide include Hire Purchase, Lease Purchase, Personal Contract Purchase and Private Contract Hire for consumer as well as a range of business funding solutions for corporate customers.

Ridgeway Garages (Newbury) Limited is an Authorised Firm and regulated by the Financial Conduct Authority for credit-related activities and insurance mediation activities. Our Firm Reference Number (“FRN”) is 314241. Ridgeway Bavarian Limited (FRN 578289) are Appointed Representatives of Ridgeway Garages (Newbury) Limited, Marshall Motor Holdings plc, Airport House, The Airport, Cambridge CB5 8RY and are regulated by the Financial Conduct Authority for credit-related activities and insurance mediation activities. You can check this on the FCA’s website www.FCA.gov.uk/register or by contacting the FCA on 0845 606 1234. Our permitted business is advising on and arranging non-investment insurance. We also have permission to carry out the regulated activity of credit brokerage.

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

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/