FINANCIAL PRODUCTS CUSTOMER COMPLAINTS POLICY H.R. Owen Plc wants to build a lasting and committed relationship with its customers and will act upon any complaints that are made. We will try to resolve any issues as quickly and as easily as possible. A complaint is defined as an expression of dissatisfaction, whether in writing, verbally in person or by telephone. The resolution plan has 3 steps: STEP ONE - INFORMAL The Sales Executive involved with the sale of the vehicle to which these products relate will address the initial problem when the customer highlights what the dissatisfaction related to. He or she will try to address those concerns and find a way to resolve it to the satisfaction of the customer. The employee will keep his line manager informed of progress and the employee will notify the Compliance & Risk Director to record the complaint centrally. STEP TWO – LINE MANAGER ESCALATION When a complaint about financial products has not been resolved to the customer’s satisfaction, they will be invited to email the responsible line manager within that business. The relevant Departmental Manager will investigate and attempt to find a resolution to the customer complaint. The complaint will be acknowledged in writing by email within 24 hours of receipt and a proposed resolution will be made within 3 working days in writing. If this fails to resolve the matter to the satisfaction of the customer, the third and final step within the Company will apply. STEP THREE – DIRECTOR ESCALATION The customer will be invited to email the Compliance & Risk Director to summarise the problem. The C&R Director will acknowledge this upon receipt and will start an investigation internally. A final response on behalf of the Company will be sent to the customer within 10 working days. This will be the final response on behalf of the Company. The entire complaint timescale will not exceed 8 weeks. Financial Ombudsman Service (FOS) If the customer remains unhappy with the Company’s response, they are encouraged to refer to the FOS who will review the handling of the Complaint and adjudicate on the issues. They can be contacted at www.financial-ombudsman.org.uk or write to them at Financial Ombudsman Service, Exchange Tower, London, E14 9SR. This service is free to use. www.fca.org.uk/consumers/how-complain www.gov.uk/complain-financial-service VEHICLE CUSTOMER COMPLAINTS POLICY H.R. Owen Plc wants to build a lasting and committed relationship with its customers and will act upon any complaints that are made. We will try to resolve any issues as quickly and easily as possible. A complaint is defined as an expression of dissatisfaction, whether in writing, verbally in person or by telephone. The resolution plan has 3 steps: STEP ONE - INFORMAL The Sales Executive or Service Advisor, once made aware of a customer’s dissatisfaction, will try to address those concerns and find a way to resolve it to the satisfaction of the customer. The employee will keep his line manager informed of progress. STEP TWO – LINE MANAGER ESCALATION When a complaint has not been resolved to the customer’s satisfaction, they will be invited to email the responsible line manager within that business. The relevant Departmental Manager will investigate and attempt to find a resolution to the customer complaint. The complaint will be acknowledged in writing by email within 24 hours of receipt and a proposed resolution will be made within 3 working days in writing If this fails to resolve the matter to the satisfaction of the customer, the third and final step will apply. STEP THREE – DIRECTOR ESCALATION The customer will be invited to email the Brand Director to summarise the problem. The Brand Director will acknowledge this upon receipt and will start an investigation internally. A final response on behalf of the Company will be sent to the customer within 3 working days. ALTERNATIVE DISPUTE RESOLUTION If the Brand Director is unable to resolve the complaint to the customer’s satisfaction, the customer’s co-operation will be sought to engage in Alternative Dispute Resolution to achieve an outcome that is fair and reasonable to all Parties. The customer will be advised in writing of The Motor Ombudsman Limited (Tel: 0345 241 3008 - www.themotorombudsman.org), an Alternative Dispute Resolution service which the Company has subscribed to. The complaint may then be referred by the customer to The Motor Ombudsman Limited in order to utilise their Alternative Dispute Resolution service accordingly. PRIVACY POLICY This privacy policy is operated by H.R. Owen Plc (a multi-franchised motor retailing group) comprising its wholly-owned subsidiary companies, particularly H.R. Owen Dealerships Limited, Jack Barclay Limited, Broughtons of Cheltenham Limited and Bodytechnics Limited and their trading names. If you purchase a new or used vehicle from us, we will also share your data with our subsidiary company (H.R. Owen Insurance Services Ltd), who will contact you at the time regarding road risk insurance. If you require body work repair on your vehicle, as the result of an accident, we will also share your data with our subsidiary company (H.R. Owen Bodytechnics) who may contact you regarding completing the required safety bodywork. We take your privacy very seriously and we ask that you read this privacy policy carefully as it contains important information on: The personal information we collect about you; What we do with your information, and Who your information might be shared with. Who we are H.R. Owen and its wholly-owned subsidiary companies ('we' or 'us') are a 'data controller' for the purposes of the relevant data protection legislation including the Data Protection Act 2018, the General Data Protection Regulations and any subsequent legislation as appropriate (i.e. we are responsible for, and control the processing of, your personal information). What information we collect? Personal information provided by you We collect the following personal information about you when you register with us, express an interest in or purchase products or services from us in person, over the telephone or online. Personal information provided by third parties We may receive information about you from other sources (such as our manufacturer partners and credit reference agencies), which we will add to the information we already hold about you in order to help us provide the products and services you require and to personalise our service to you. We will always seek your permission to contact these people for your information, or our manufacturer partners will have gained your permission to provide this information to us. The information we collect may include Basic personal details such as your name, address, e-mail address, telephone number, date of birth or age, gender, marital status; Additional information regarding your vehicle including the registration, VIN number, service history, any works undertaken, insurance policy details, MOT and Tax status of the vehicle; Financial details where required to facilitate payment; Sensitive personal information may be collected where a vehicle is purchased under the Motability scheme. This may include details of any medical conditions. We will always be clear to explain when and why we need this information and the purposes for which we will use it and will obtain your explicit consent to use sensitive personal information. Personal information about other individuals If you give us information on behalf of someone else, you confirm that the other person has appointed you to act on his/her behalf and has agreed that you can: Give consent on his/her behalf to the processing of his/her personal data; Receive on his/her behalf any data protection notices; and Give consent to the transfer of his/her personal data abroad; Sensitive personal information We may ask you to provide sensitive personal information, for example where you require us to tailor our goods or services to an existing physical condition, e.g. as part of the Motability scheme, or where you are applying for a finance or an insurance product and we are required to enquire whether you have committed a criminal offence. If we request such information, we will explain why we are requesting it and how we intend to use it. Sensitive personal information includes information relating to: Your physical or mental health or condition; and Whether you have committed a criminal offence We will only collect your sensitive personal information with your explicit consent. Monitoring and recording communications We may monitor and record communications with you (such as telephone conversations and emails) for the purpose of the provision of goods and services, quality assurance, training, fraud prevention and compliance. Use of cookies A cookie is a small text file which is placed onto your computer (or other electronic device) to identify you when you use our website. We use cookies and other similar tracking technologies such as web beacons, action tags, Local Shared Objects ('Flash cookies'), single-pixel gifs on our website. For example, we may monitor how many times you visit the website, which pages you go to, traffic data, location data and the originating domain name of a user's internet service provider. This information helps us to build a profile of our users. Some of this data will be aggregated or statistical, which means that we will not be able to identify you individually. You can set your browser not to accept cookies and the websites below tell you how to remove cookies from your browser. However, some of our website features may not function as a result. For further information on our use of cookies, including a detailed list of your information which we and others may collect through cookies please see our Website cookie policy. For further information on cookies generally visit www.aboutcookies.org or wwww.allaboutcookies.org. How will we use the information about you? We collect information about you so that we can: identify you and manage any accounts you hold with us; process your order; maintaining a service record for your vehicle, conduct research, statistical analysis and behavioural analysis; carry out customer profiling and analyse your purchasing preferences; if you agree, let you know about other products or services that may be of interest to you — see 'Marketing' section below; detect and prevent fraud; verifying your identity and carry out anti-fraud checks (see 'Credit checking' section below), providing you with payment options, assessing your application for a product, service or quote, ensuring that you can afford any financial agreement offered, ensuring that any insurance products are suitable for you, administer your finance agreements including updating you on and delivering our services, and monitor your use of our Websites and any response to advertising campaigns; We may also offer enhanced services including MOT and service reminders, warranty updates and safety recalls where we believe this would be helpful or of interest. Where your vehicle manufacturer maintains an electronic service record of your vehicle, we may share details of any work with your manufacturer so that an accurate record can be kept. Marketing We would like to send you information by post, email, telephone, text message (SMS) or automated call about our sales, service and news (which may contain information about our products and services, events, competitions and special offers) which we feel may be of relevant interest to you. We will ask whether you would like us and other businesses within our group to send you marketing messages when you first engage with us either in person, over the telephone or online. You have the right to withdraw or revise your marketing permissions at any time. See 'What rights do you have?' below for further information. Credit checking We may do a credit check on you: make credit decisions about you and the people with whom you are financially associated; trace debtors, and prevent and detect fraud and money laundering. If you provide false or inaccurate information to us and we suspect fraud, we will record this. If you want to see your credit file, please contact the credit reference agency which we use i.e. Experian or the agency used by the relevant Finance House. Who your information might be shared with We may disclose your personal data to: other companies within our group; our manufacturer partners; our agents and relevant service providers; credit reference agents—see 'Credit checking' above; law enforcement agencies in connection with any investigation to help prevent unlawful activity; and our business partners in accordance with the 'Marketing and opting out' section above; Keeping your data secure We will use technical and organisational measures to safeguard your personal data, for example: access to your account is controlled by a password and user name that are unique to you; we store your personal data on secure servers. While we will use all reasonable efforts to safeguard your personal data, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that is transferred from you or to you via the internet. If you have any particular concerns about your information, please contact us (see 'How can you contact us?' below). Our website may include links to third party websites, plug-ins and applications, as we use and post events photography on social media platforms. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy notices and statements. When you leave our website, we recommend that you read the privacy notice of other websites you visit. What can I do to keep my information safe? If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses. Transfers of your information out of the EEA We may need to transfer your personal data to countries and territories which are located outside the European Economic Area, for the purpose of the provision of our goods and services. Any transfer of your data will be subject to a European Commission approved contract that will safeguard your privacy rights and give you remedies in the unlikely event of a security breach. What rights do you have? Right to request a copy of your information You can request a copy of your information which we hold (this is known as a subject access request). If you would like a copy of some or all of it, please: email, call or write to us (see 'How can you contact us?' below); let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill), and let us know the information you want a copy of, including any account or reference numbers, if you have them. Right to correct any mistakes in your information You can require us to correct any mistakes in your information which we hold free of charge. If you would like to do this, please: email, call or write to us (see 'How can you contact us?' below); let us have enough information to identify you (e.g. account number, user name, registration details), and let us know the information that is incorrect and what it should be replaced with. Right to ask us to stop contacting you with direct marketing You can ask us to stop contacting you for direct marketing purposes. If you would like to do this, please: email, call or write to us (see 'How can you contact us?' below). You can also click on the 'manage your preferences' button at the bottom of each of our marketing emails. let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill), and let us know what method of contact you are not happy with if you are unhappy with certain ways of contacting you only (for example, you may be happy for us to contact you by email but not by telephone). How to contact us Please contact our Data Manager if you have any questions about this privacy policy or the information we hold about you. If you wish to contact us, please send an email to data.manager@hrowen.co.uk or write to us at H.R. Owen Plc, Melton Court, Old Brompton Road, London SW7 3TD, or call us on +44 (0)20 7245 1122. Changes to the privacy policy We may change this privacy policy from time to time. You should check this policy occasionally to ensure you are aware of the most recent version that will apply each time you access this website. Do you need extra help? If you would like this policy in large print please contact us (see 'How can you contact us?' above). REGULATORY INFORMATION H.R. Owen Plc is authorised and regulated by the FCA (Firm Reference Number 310025) and is a credit broker and not a lender. Finance subject to status, over 18 years only, indemnities may be required. H.R. Owen will receive a commission for credit broking based on either a fixed fee or a percentage of the amount financed. This commission is funded by what a customer pays to the lender; the commission amount does not vary by what product we recommend. If you would like to know how much this is for you, please ask your adviser. These subsidiary companies are authorised by the FCA: H.R. Owen Dealerships Ltd (FRN 404317) Broughtons of Cheltenham Ltd (FRN 565517) Jack Barclay Ltd (FRN 404319) These companies are Appointed Representatives of AutoProtect (MBI) Ltd for General Insurance and are wholly owned subsidiaries of H.R. Owen Plc, a credit broker, not a lender. H.R. Owen PLC Reg. Office: Melton Court, Old Brompton Road, London SW7 3TD Registered In: England and Wales Reg Company Number: 175 3134 Vat Reg Number: 762 4567 12 H.R. Owen Dealerships Ltd Registered in England and Wales Reg Company Number: 02832555 Broughtons of Cheltenham Ltd Registered in England and Wales Reg Company Number: 03862894 Jack Barclay Ltd Registered in England and Wales Reg Company Number: 00719989 Registered Address for all companies: Melton Court, Old Brompton Road, London SW7 3TD TERMS AND CONDITIONS Unless otherwise stated, you are hereby permitted to copy and use material published by H.R. Owen Plc on this Web service for the internal purposes of your organisation, provided you retain any copyright notice applying to the material. Individual items may have more specific terms and conditions associated with them, in which case those terms and conditions will apply to that item in place of this general permission. If the copyright owner of any material published on this service is not H.R. Owen Plc your rights in respect of that material will be as defined by the copyright owner of the material concerned. Except as set out above, all rights are reserved and no right or licence is granted or implied under any copyright, patent, trademark or other intellectual property right of H.R. Owen Plc or any other party as a consequence of the publication of any material on this Web service. H.R. Owen Plc has no responsibility in relation to any material you obtain from any other Web site, even if you access it via a link from this service. All material published on this Web service is provided "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. Some jurisdictions do not allow the exclusion of implied warranties, so the above exclusion may not apply to you. Whilst every effort has been made to ensure the accuracy of the information contained on this website, errors may occur. Do not rely entirely on this information, check with the dealer about items that may affect your decision to purchase. In no event shall H.R. Owen Plc be liable, in contract, tort (including negligence or breach of statutory duty) or otherwise for any increased costs or expenses, for any loss of profit, business, contracts, revenues, or anticipated savings or for any special indirect or consequential damage of any nature whatsoever arising out of or in connection with your use of this Web service or of any material obtained from it. COOKIES This web site 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. Complimentary Site Features The site may also use Cookies for certain complimentary 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. Advertising with Cookies Our website uses cookies/advertising IDs for the purpose of advertising. This enables us to show our advertisements to visitors who are interested in our products on partner websites, apps and emails. Re-targeting technologies use your cookies or advertising IDs and display advertisements based on your past browsing behaviour. You can opt-out of interest based advertising by visiting the following websites: http://go.pardot.com/e/126241/choices-/3yy9lv/114140831 http://go.pardot.com/e/126241/2017-04-12/3yy9lx/114140831 We may share data, such as technical identifiers derived from your registration information on our website or our CRM system with our trusted advertising partners. This allows them to link your devices and/or environments and provide you a seamless experience across the different devices and environments that you use. FINANCIAL PRODUCTS CUSTOMER COMPLAINTS POLICY VEHICLE CUSTOMER COMPLAINTS POLICY PRIVACY POLICY REGULATORY INFORMATION TERMS AND CONDITIONS COOKIES Approved Used Aston Martin BAC Bentley Bugatti Ferrari Lamborghini Maserati Rolls-Royce H.R. Owen Specialist Cars COMPANY INFORMATION H.R. Owen PLC - Reg. Office: Melton Court, Old Brompton Road, London SW7 3TD | Registered In: England and Wales Reg Company Number: 175 3134 VAT Reg Number: 762 4567 12 | Registered Address for all companies: Melton Court, Old Brompton Road, London SW7 3TD | H.R. Owen Dealerships Ltd Registered in England and Wales Reg Company Number: 02832555 | Broughtons of Cheltenham Ltd Registered in England and Wales Reg Company Number: 03862894 | Jack Barclay Ltd Registered in England and Wales Reg Company Number: 00719989 © 2021 H.R. Owen | Complaints Resolution Procedure | Privacy Policy | Regulatory Information | Terms and Conditions | Cookies | Gender Pay Gap Report | Modern Slavery Statement | Tax Strategy | Covid-19 Update | Sitemap | Automotive Web Site by Bluesky Interactive Ltd