Welcome to Yeovil Audi Yeovil Audi

Privacy Policy and Complaints Procedure

Privacy Policy

Yeovil Audi is a trading name of Ocean Automotive Limited whose parent company is Ocean Automotive (Holdings) Limited.  This Privacy Policy explains how we use any personal information we collect about you when you use this website or contact us directly.

The Data Protection Act

The Data Protection Act requires us to manage personal information in accordance with Data Protection Principles and in particular requires us to process your personal information fairly and lawfully.  This means you are entitled to know how we intend to use any information you provide.  You can then decide whether you want to give it to us in order that we may provide the product or service that you require.

All our employees are personally responsible for maintaining customer confidentiality and will do their utmost to keep all data accurate, timely and secure.  We provide training and education to all employees to remind them about their obligations.

What information do we collect about 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 and participate in competitions.  Website usage information is collected using cookies.

If you are asked to give personal information on our pages, such as for example your name, address, phone number or email address, you will be given an opportunity to consent to how your data is used.

How will we use the information about you?

We will use your data to provide you with the product or service you have requested. 

We will, with your consent, use your data for marketing purposes, conducting surveys and providing you with information on our products or services.  You have a right at any time to stop us from contacting you for marketing purposes.  If you no longer wish to be contacted for marketing purposes, please click here.

Any personal information we have gathered will not be shared with anyone outside of Audi UK or other companies that provide us with services or our group companies.  Where you supply us your personal information, we will tell you what we plan to do with your information.

How long will the information be stored for?

We will store the information in a secure and protected environment for as long as we believe it will better help us to understand how we can serve you and respect your wishes.  However, this will be for a reasonable period and only for as long as is necessary.   In addition, legislation might oblige us to store information for a certain period of time.

Access to your information and correction

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 email or write to us at the address noted below.  We will not make a charge for this service.

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.

Cookies

We may collect technical data about the type of Internet Browser and computer operating system that you use.  This information does not identify you as an individual and is used only for tracking of site use.  This is a technology called “cookies” which can be used to provide you with tailored information from a website.  A cookie is an element of data, a file which is nothing but a line of text that a website can send to your browser, which may then store it on your system.  This will help us to identify you when you return to the site and allow us to tailor content to your personal preferences.  For more information about cookies, please see our Cookies Policy

You can set your browser to notify you when you receive a cookie, giving you the chance to decide whether or not to accept it.  However, in a few cases some of our website features may not function as a result.

What about Internet & Site Security?

The Internet is not a secure system and you should always be cautious about the information you disclose whilst online as there is a risk that it could be intercepted.

Under what conditions might this privacy policy not operate?

In addition to directly providing your information to us, you might also provide Personal Information through chat sessions, email exchanges or forums or comments on our website.  Whilst this initial contact would be on our website, the live chat is hosted on a separate platform and therefore the Privacy Policy does not cover this type of transfer of your Personal Information.  You should always be careful when distributing your Personal Information in this manner.

How do I contact you?

If you have any queries, requests or complaints on the subject of data protection or would like to opt out of any contact or communications, please do not hesitate to contact our Data Protection Officer at the address below: -

Data Protection Officer

Ocean Automotive Limited

582-602 Ringwood Road

Poole

Dorset

BH12 4LY

Email: customerservices@oceanautomotive.co.uk

Telephone: 01935 411808 Yeovil Audi


Complaints Procedure

If I have a complaint, what should I do?

Ocean Automotive Ltd (trading as Yeovil Audi) is incorporated in the UK, Company No. 03982785 and authorised and regulated by the Financial Conduct Authority, FRN No. 309448.

Our commitment to you  

Although we endeavour to meet our customers' expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Conduct Authority and our aim is to resolve any complaints that we receive both fairly and promptly.

This page tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.

If you have a complaint

We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not.

Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.

Who should I contact with my complaint?

In the first instance, your complaint should be addressed to Alan Scrimgeour, Head of Business - Director, Yeovil Audi, Mead Avenue, Houndstone Business Park, Yeovil, Somerset BA22 8RT.  Alternatively you can email your complaint to Alan.Scrimgeour@yeovilaudi.co.uk or telephone 01935 411808.

How will my complaint be dealt with and what happens if it cannot be resolved right away?  

There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away. Once received, your complaint will be investigated and dealt with in the following way:

By Day 7

We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.

By Day 28

Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.

By Day 56

In the unlikely event that your complaint has not been resolved at an earlier stage, a senior manager will complete a review and write to you with a final response.

If you are still dissatisfied

If you wish to pursue your complaint further you can contact the Financial Ombudsman Service within six months of your final response. However, you will need to check that your complaint falls within its terms of reference.

The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority and not to the dealership. You can find out more about the service by contacting:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.  Telephone: 0800 023 4567. 

Email: complaint.info@financial-ombudsman.org.uk

Where your complaint does not relate to a financial service, you can contact The Motor Ombudsman, 71 Great Peter Street, London SW1P 2BN. Telephone: 0345 241 3008. Email: consumer@tmo-uk.org or you can visit their website www.TheMotorOmbudsman.org to learn more about their alternative dispute resolutions.

Any reference to any of the above will not affect your right to take legal proceedings.