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PRIVACY POLICY

This privacy policy sets out how Premier Autocentres Ltd uses and protects any information that you give us.

Premier Autocentres is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using our Sales, Aftersales or Bodyshop facilities, or our website, then you can be assured that this will only be used in accordance with this privacy statement.

This policy is effective from 25 May 2018. We may change this policy from time to time at which point we will update our web-page and display a copy in our showrooms.



WHAT WE COLLECT


We may collect the following information:
• Name
• Contact information including address, email address and phone numbers
• Demographic information such as postcode, preferences and interests
• Other information relevant to customer surveys and/or offers


WHAT WE DO WITH THE INFORMATION WE GATHER


We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
• Internal record keeping.
• To remind you of servicing, MOT and vehicle recall requirements.
• To carry out follow up contacts for Sales and Aftersales visits.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the information which you have provided.
• From time to time we may also use your information to contact you for market research purposes. We may contact you by email, phone, or mail.

CALL RECORDING

This includes most incoming and outgoing telephone calls that are handled by Premier Autocentres, with the exception of calls where payment is taken (recording manually terminated).Why are calls recorded? Recording customer conversations allows us to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint. It also means employees feel more protected knowing that any threatening behavior can be evidenced and acted upon where necessary

How will call recordings be used?

  • Quality monitoring – Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas.
  • Training and Development – Listening to a sample number of calls, allows managers to identify training needs. Sample scenarios are based on the recordings but any transcripts are anonymised.
  • Gaining a better understanding of our customers – Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organizations we signpost to.
  • Complaints and disputes – Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.
  • Employee safety and well-being – A recording may become a vital piece of evidence in the event of any threats being made to the organization or an individual.
  • Can I request a copy of my call recording? Call recordings are destroyed after twelve months. If the recording is available, you can request a copy of your conversation by making a request for access in writing to the below address.


SECURITY



We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect from you.


CONTROLLING YOUR PERSONAL INFORMATION


You may choose to restrict the collection and use of your personal information in the following ways:

• Whenever you are asked to fill in a form on the website or when visiting us, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.

• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to us or emailing us at DPO@123premier.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. You may request details of personal information which we hold about you under the General Data Protection Regulations May 2018. If you would like a copy of the information held on you please write to:
Premier Autocentres Ltd, 184-214 Blackfen Road, Sidcup, Kent DA15 8PT

If you believe that any personal information we are holding on you is incorrect or incomplete, please call us on 020 8850 0066, or email us at DPO@123premier.com, or write to us at the above address as soon as possible. We will promptly correct any information found to be incorrect.


THIRD PARTY PARTNERS THAT WE MAY SHARE YOUR INFORMATION WITH

Data is shared with our service partner Hyundai as part of the data share agreement - this is done to ensure any vehicle service done on a car is up to Hyundai quality standards.


LIVE CHAT SERVICE

  • We use a third party provider, Gubagoo Inc.to supply and support our Live Chat service, which we use to handle customer enquiries in real time.If you use the Live Chat service, we will collect your name, contact number or email address (optional) and the contents of your Live Chat session. This information will be retained for three months and will not be shared with any other organizations.You can request a transcript of your Live Chat session if you provide your email address at the start of your session or when prompted at the end.

COOKIES

HOW WE USE COOKIES



A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie does not give us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

This website 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.

Complementary Site Features

The site may also use Cookies for certain complementary 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.

SUBJECT ACCESS REQUEST

  • You may instruct us to provide you with any personal information we hold about you. This is called a Subject Access Request and is made under the provisions of the Data Protection Act 1998 and 2018 General Data Protection Regulations. To obtain a copy of any personal information we hold contact the Data Controller at the address at the bottom of this policy.

  • As we take the issue of protecting your personal data seriously, we follow strict storage and disclosure procedures, which means we require proof of identity from you prior to disclosing such information.

  • So that we may provide you with an optimum, service and comply with its obligations under UK Data Protection legislation, please let us know if any personal information, which you have provided to us, becomes inaccurate or out of date.

  • You can exercise the above rights and/or manage your information by contacting us using the details below:

  • Post: Premier Autocentres, 184-214 Blackfen Road, Blackfen, Sidcup, Kent, DA15 8PT
  • Email: dpo@123premier.com Phone: 02088500066; If you have any specific data protection concerns or a complaint, you can address it to our Data Protection Team at dpo@123premier.com

JURISDICTION

These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales. Disputes arising here shall be exclusively subject to the jurisdiction of the courts of England and Wales.

If any of these Terms should be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these Terms are intended to be effective, it shall be severed and deleted from this clause. All other Terms of Use and Terms & Conditions shall remain in full force and continue to be binding and enforceable.

Premier Autocentres reserves the right to change any of its terms and conditions at any time by posting changes online.

If you do not accept these Terms in full, you must stop using this website immediately.