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Privacy Policy

Privacy Policy

LOOKERS PRIVACY NOTICE

IMPORTANT INFORMATION

This Web site is operated by Lookers plc on behalf of its trading subsidiaries. Lookers plc is registered in England (No 111876), its registered office is 776 Chester Road, Manchester M32 OQH (together referred to as "Lookers" in this notice).

1. ACCURACY AND CONTRACT

The Lookers Group cannot guarantee the accuracy of information given on this site. Specifications and prices are indicative, for information purposes only. Please contact the selling dealership to confirm all prices and specifications before proceeding.

Any mileages quoted are approximate and may not be guaranteed - please confirm with the selling dealership before your purchase.

Specifications of models can change from time to time. We reserve the right to change the specifications of any products.

The information given is not intended to form the basis of any contract, and is merely treated as an invitation. Contracts can only be made by completing and signing an order form at the selling dealership and paying a deposit.

Any contract made with us is subject to our Standard Terms of Business. Copies are available at all of our dealerships and appear on all of our order forms and invoices.

2. SEVERABILITY

If any of these terms and conditions become or are declared to be illegal or otherwise unenforceable by any Court of competent jurisdiction such terms shall be deemed deleted (to the extent necessary) and all remaining terms shall remain in full force and effect.

3. COPYRIGHT

All materials and information on the site are the intellectual property of the Lookers Group. The name Lookers and the logo, and that of other companies within the Lookers Group, are registered in the U.K. Copyright © 1999 Lookers plc. All rights reserved.

4. JURISDICTION AND LAW

This site is intended for the use of customers in the United Kingdom only. It was created and is operated according to the laws of England . Any disputes will be subject to the exclusive jurisdiction of the Courts of England and to the laws of England.

5. LINKS

On this site you may be offered links to other sites operated by parties other than the Lookers Group. The inclusion of any link to such sites does not imply endorsement by us of the sites or the services or products offered on such sites. We have not reviewed the sites which may be linked to this site and Lookers is not responsible for the content or accuracy of any off-site pages or any other sites linked.

6. LIMITATION OF LIABILITY

The Lookers Group excludes all liability (other than liability for death and personal injury) resulting from your access and use of the site.

7. DATA PROTECTION AND PRIVACY

HOW WE WILL USE YOUR INFORMATION

Lookers plc collects personal information when you make an enquiry or place an order for vehicles, parts or services. We will use this information to provide the products or services requested, maintain guarantee and service records and, if you agree, to tell you about other products and services we think may be of interest to you.

If you are taking out finance with your vehicle purchase the information you provide for the finance proposal will be disclosed to lenders for the purposes of considering your credit application. Lenders may use this information to carry out searches with credit reference agencies. A record of those searches will be kept and may be used by other lenders in accessing applications from you and members of your household for credit in the future. Lenders will cross check this information with other lenders to help prevent fraud. In order to prevent and detect fraud we may at any time share information about you with other organisations and public bodies, check and/or file your details with fraud prevention agencies and databases and, if you give us false or inaccurate information and we suspect fraud, we will record this. We and other organisations may also search agencies and databases to check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity.

Data collected about you by Lookers plc or any subsidiary of Lookers plc will be used to (i) fulfil any service or order you may request, (ii) improve customer service for example by conducting surveys, (iii) for sending marketing and other communications to you, and (iv) to enable us to contact you about safety issues, servicing and MOTs. We may also from time to time want to share new and exclusive offers as well as tailored options for you to renew your current finance contract. Your personal information may be shared with other subsidiaries of Lookers plc, the vehicle manufacturer and selected third parties (such as providers of automotive products and value added services such as insurance), some of these selected third parties may be based outside the EEA in countries that do not have the same standards of protection for personal information as the UK. We will, however, always use every reasonable effort to ensure sufficient protections are in place to safeguard your personal information.

We, and third parties with whom we have shared your information, may contact you with information about products and services that we, or the third parties, think may be of interest to you. We and the third parties will only contact you with such marketing if you provide your consent and select at least one preferred contact method, such as mail, telephone, SMS or email. In order to stay up to date with the latest motoring news and events from Lookers we may contact you in the methods indicated by your chosen preferences. We aim to improve the customer experience and may survey new and existing customers using standard market survey techniques from time to time.

ACCESS TO YOUR INFORMATION AND CORRECTIONS

You 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 your personal information, please write to the Data Protection Officer, Lookers plc, 776 Chester Road, Stretford, Manchester, M32 0QH. We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.

You have the right to ask us not to process your personal data for marketing purposes. You can also unsubscribe at any time by contacting us at Lookers plc, 776 Chester Road, Stretford, Manchester, M32 0QH or by emailing us at Lookersdata@lookers.co.uk stating "UNSUBSCRIBE" in the subject line. It may take up to 30 working days to unsubscribe you from our marketing. If you do not wish to receive marketing from any third party (including the manufacturer) please contact them directly.

8. COOKIES POLICY

For information about how our website uses cookies, please see our Cookies Policy.

Any information collected about you will be used to firstly fulfil any service you might request and secondly improve how, as a company, we may be able to serve you and we will do this by making appropriate use of the information.

The information you supply is stored in our database and used to improve customer service, marketing and communications. From time to time we may contact you with information about products and services we think may be of interest to you. We may share this information with other selected organisations. You have the right as an individual to find out what information we hold about you and to make corrections if necessary – you also have the right to ask us not to use the information supplied in a certain way.

9. DATA SECURITY

You should be aware that the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data in transit; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

6 Things Lookers will never ask you to do…

  • Call or email to ask you for your any ‘online banking details’, e.g. passwords, pass phases, etc.
  • Send someone to your home who cannot identify themselves as a Lookers employee to collect cash, bank cards or anything else relating to your financial information
  • Ask you through an email or text for personal or banking information
  • Send an email with a link to a page which asks you to enter any banking log-in details
  • Ask you to authorise the transfer of funds to Lookers or any of its employees
  • Provide motor sale services through any mobile apps other than Lookers official apps

If you suspect you’ve become a victim of fraud

  • Stop sending any money. Contact your sales executive or dealership immediately using the number on the Lookers website or other official communications.
  • Report the fraud to the police through Action Fraud either via the website www.actionfraud.police.uk
  • Beware of other scams. You are likely to be targeted again, particularly by firms offering to recover funds you have lost.

or by calling 0300 123 2040 (textphone 0300 123 2050).

Company Information

Company Information

Registered Name: Knights North West Ltd

Company Registered Number: 4604497

Place of Registration: United Kingdom

Registered Office Address: 776 Chester Road, Stretford, Manchester, M32 0QH

VAT Number: 405 9783 29

Email Address: mail@theknightsgroup.co.uk

FCA Status Disclosure: Knights North West Limited (FRN: 757025) is an Appointed Representative of Lookers Motor Group Limited (FRN registration number 309424) which is authorised and regulated by the Financial Conduct Authority.

 

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/