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Your personal data
This privacy notice explains what happens with any Personal Data we gather from you in relation to:
- Enquiries you make to us about any vehicle, parts or services you may wish to order
- Communications that may take place between us during the order fulfilment process
- Our marketing activities to you; or
- Your use of our website.
We recognise our obligations under data protection legislation and we are committed to keeping your Personal Data safe and secure.
You should read this notice so that you understand what personal data we gather from you, how we will use it, who we share it with, your legal rights and how you can contact us if you have any questions about how we use your personal data. Our aim is to only use and hold your data in the way you’d reasonably expect us to. We reserve the right to amend this privacy notice from time to time. Where possible, we will contact you to tell you about any substantial changes we’ve made.
Who we are
We are Renault Retail Group UK Limited, a company registered in England and Wales under Number 02304689, our registered office is at Head Office, Staples Corner, North Circular Road, Brent Cross, London NW2 1LY. Our registration number with the Information Commissioner’s Office is Z5278464. Renault Retail Group UK Ltd. is authorised and regulated by the Financial Conduct Authority.
If you have any questions regarding this notice or how we process Personal Data gathered through this website, our Data Protection Representative can be contacted at firstname.lastname@example.org. Alternatively, you can write to our Data Protection Representative at the address above.
What data do we gather about you?
In connection with our dealings with you we will gather the following information from you:
- Your name and contact details (address, phone numbers, email)
- Details of transactions carried out for the fulfilment of your orders.
- If you contact us, by letter, email, through social media or by phone, we may keep a record of that correspondence, or we may keep a recording of the call and/or a record of what was discussed.
- We may also ask you to complete customer surveys that we use for research purposes. Whilst the completion of these is optional, your feedback helps us continually monitor our service and ensure you receive the best experience when dealing with us.
- When you visit our website, we will also collect details including, but not limited to, your IP Address, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.
- Information you provide to us during any Live Chat sessions via our websites.
- Details of other dealings we have with you.
How do we collect your data?
We collect data about you from the following sources:
- Information we generate through our observations or our interactions with you
- Information you provide to us including via customer surveys and our website
- Information you provide to us through correspondence and through calls with us
- Other companies within the Nissan-Renault Alliance
How do we store your data and keep it secure?
We use reasonable and up to date security methods to keep your data secure and to prevent unauthorised or unlawful access to your Personal Data, and against the accidental loss of, or damage to, Personal Data. All information you provide to us is stored on our secure servers and in secure filing systems. Maintaining data security means guaranteeing the confidentiality, integrity and availability (for authorised purposes) of Personal Data.
We have in place policies, procedures and technologies to maintain the security of all Personal Data from the point of collection to the point of destruction including procedures to deal with a security breach. We will ensure your Personal Data is only accessible by those who need to see your data for their specific role. We will only transfer Personal Data to a third party if that third party agrees to comply with those procedures and policies, or if they put in place adequate measures themselves.
How and why we will use your data?
We will usually only process your Personal Data where you have given your consent or where the processing is necessary:
- to comply with our legal obligations;
- at your request to consider entering into a contract with you;
- as is necessary for the purpose of our contract with you;
- to pursue our legitimate interest in operating our business effectively and efficiently;
- for your vital interests (for example in respect of an urgent safety or vehicle recall issue);
- or to comply with any legal or regulatory obligation such as contacting the DVLA in respect of the registration of your vehicle.
Where we are processing your personal data on the basis of consent, you can withdraw that consent at any time by contacting us at [insert address/contact details]. Where we record a call we have with you, we will notify you that we are recording the call during that call.
We use the data we collect about you to help us make better decisions about you and to operate our business effectively and efficiently. This may involve the following activities:
- To ensure that the information you've provided to us is accurate and up to date.
- To ensure that content from our site is presented in the most effective manner for you and for your computer.
- To contact you in respect of customer surveys.
- To provide you with brochures, information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
- To carry out our obligations arising from any contracts entered into between you and us.
- To allow you to participate in interactive features of our website, when you choose to do so.
- To notify you about changes to our websites, products, services or terms and conditions
- Contacting you with regard to dealings between us.
- Anonymising your personal data to create profiles of our customers, which are then used for third party marketing and advertising purposes.
What are our legitimate interests in processing your data?
- Ensuring our business is managed effectively and efficiently.
- Mechanical and safety related recall notices relevant to your vehicle.
- Sending you essential and important service-related reminders to help you maintain your vehicle in accordance with the manufacturer’s service and warranty requirements.
- Informing you of major events in relation to your vehicle finance agreement such as end of term or mileage risk regarding PCP agreements.
- Conducting customer surveys and other market research activities so that we understand customer needs and expectations.
- Running promotional activities such as competitions and prize draws that you have entered.
- To deal with complaints you make, establish our legal rights and bring or defend legal claims.
- Managing our information security needs including the security of our network.
- Using your data to create anonymised profiles for third party marketing and advertising purposes. This profiling is anonymised (meaning any third party recipients cannot identify you) and we do not use these profiles for any purpose other than providing to third party advertisers (such as Google or Facebook) to identify similar audiences who may be interested in receiving targeted and relevant adverts for our products and services.
How we keep your data accurate
We will keep the Personal Data we store about you accurate and up to date. We will take every reasonable step to erase or rectify inaccurate data without delay. Please tell us if your personal details change or if you become aware of any inaccuracies in the Personal Data we hold about you. We will contact you from time to time, in order to check your details are still up-to-date. We will also contact you if we become aware of any event which is likely to result in a change to your Personal Data.
How long will we keep your data?
We will not keep your Personal Data for longer than is necessary for the purpose(s) for which we process it. This means that data will be destroyed or erased from our systems when it is no longer required. For guidance on how long certain data is likely to be kept before being destroyed, contact email@example.com.
What rights do you have in respect of your Personal Data?
You have the right to:
- request access to any Personal Data we hold about you;
- have any Personal Data which we hold about you which is inaccurate rectified;
- have incomplete Personal Data completed;
- have Personal Data erased;
- have the processing of your Personal Data restricted (for example, if you think the data we hold about you is inaccurate you can ask us to stop processing it, until we will either correct it or confirm it is accurate);
- be provided with the Personal Data that you have supplied to us, in a portable format that can be transmitted to another data controller without difficulty;
- object to certain types of processing, including processing based on legitimate interests (see above), automated processing (which includes profiling) and processing for direct-marketing purposes; and
- not be subject to a decision that is based solely on automated processing (including profiling) which produces a legal effect or which has a similar significant effect for you. The profiling we undertake is anonymised and does not produce a legal effect or have a similar significant effect for you.
If you wish to exercise any of the rights set out above, you must make the request in writing to firstname.lastname@example.org. Please note some of these rights are restricted in some circumstances.
If you have provided your consent to any of the processing of your Personal Data, you have the right to withdraw your consent to that processing at any time, where relevant. Please contact email@example.com if you wish to do so.
As indicated above, we sometimes process your data on the basis of legitimate interests. You have a right to object to this processing. If you object to us processing your data based on legitimate interests, we must no longer process that Personal Data unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms or that the processing is required for the establishment, exercise or defence of legal claims.
Who will have access to the data we hold?
Our employees who need to access your data will view or listen to it in order that we can provide services to you. Our employees have been trained in data protection and understand the need to keep your information confidential and secure. We also share your data with our finance companies for the purpose of concluding our business as necessary.
In addition to our employees, we also use service providers who may hold Personal Data on our behalf (for example our finance, insurance, vehicle delivery, or specialist repair partners). We will carry out due diligence on our service providers and make sure we have a contract with them which satisfies the requirements of data protection legislation and ensures they will keep your Personal Data secure. Where we are allowed under data protection law, we will also share your data with companies within our group of companies including Renault UK, Dacia UK, Nissan GB and Alpine Cars UK. We will also share your Personal Data with our authorised dealers where necessary so they can deal with any request or complaint they've made or in respect of service issues. Apart from employees, group companies, authorised dealers and our service providers, we will not disclose your Personal Data to a third party without your consent, unless we are satisfied that they are legally entitled to the data (such as the DVLA in respect of vehicle registrations). Where we disclose your Personal Data to a third party, we will have regard to our obligations under the law.
We may disclose your personal information to third parties:
- if we or substantially all of our assets are bought by a third party, or we wish to enter negotiations in respect of the sale of our business or assets to a third party, Where this is the case, Personal Data held by us may be one of the transferred assets; and
- if we are under a duty to disclose or share your Personal Data in order to comply with legal obligations or to protect the rights, property, or safety of Retail Group UK Limited, our customers, suppliers or other employees. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
including to certain third party advertisers (such as Google, Facebook and other social media organisations) who help us to identify audiences similar to our existing customers by serving adverts to those individuals on third party websites. We create profiles of our existing customers (using features such as age, location and current vehicle) which are then anonymised and provided to third party advertisers, who use these anonymised profiles to identify similar individuals to present relevant and targeted adverts of our products and services to. You are entitled to request details of the recipients of your Personal Data or the categories of recipients of your Personal Data.
Transferring your data outside the United Kingdom
We will not transfer your Personal Data outside the UK unless such transfer is compliant with the law. This means that we cannot transfer any of your Personal Data outside the UK unless:
- the country or international organisation we are transferring the Personal Data to ensures an adequate level of protection for your Personal Data;
- the transfer of your Personal Data is subject to appropriate safeguards, which may include binding corporate rules or standard data protection clauses permitted by law; or
- we are otherwise permitted to do so by law (including if you explicitly consent to the proposed transfer).
IP addresses and cookies
We may gather information about your general internet use by using the cookie. Where used, these cookies are downloaded to your computer and stored on the computer’s hard drive. Such information will not identify you personally. It is statistical data. This statistical data does not identify any personal details whatsoever.
There are different categories of cookies. We use Google Analytics cookies which are “analytical” type cookies. We use them to enable us:
- To recognise and count the number of visitors and to see how visitors move around our site when they are using it.
- To store information about your preferences, and so allow us to customise our site according to your individual interests.
- To speed up your searches.
- To recognise you when you return to our site.
You can adjust the settings on your computer to decline any cookies if you wish. This can easily be done by activating the reject cookies setting on your computer. However, if you select this setting you may be unable to access certain parts of our site. For more information on disabling cookies and more information on cookies generally, see www.allaboutcookies.org.
Right to make a complaint
If you have any issues with our processing of your Personal Data and would like to make a complaint, you may contact the Information Commissioner’s Office on 0303 123 1113 or at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF