Privacy Policy

Privacy Policy


At Vines Limited we’re committed to respecting your data privacy, and take this very seriously.

As such our privacy notice clearly describes how we collect, use, retain, store safely and share your personal information.  

In particular, this notice tells you about how we may use your information and:

Telling us when things change

You can change your mind at any time about how we contact you or ask us to stop contacting you.



What personal information we collect about you and how we collect from you

We may collect personal information about you. We do not usually collect sensitive personal information about our customers unless there is a clear reason for doing do.


Access to your information, correction, data storage and security

We want to make sure that your personal information is accurate and up to date


Who we are

This privacy notice covers all personal data that is gathered by Vines Limited and our disclosures.

When we refer to Vines Limited in this policy this includes Vines of Gatwick, Vines of Guildford and Vines of Redhill, registered England & Wales, Registration no. 1849408. All of these companies are registered at the below address:

Slyfield Green
Woking Road
Surrey GU1 1RD

How to make a complaint

We hope you are pleased with any purchase made or service received from Vines Limited that you have no reason to complain - but if there's something you're unhappy with please contact us straight away and ask to speak to the member of staff in the relevant location and department, so that we can look to put matters right. For more information on how to make a complaint together with contact details, please visit how to make a complaint. You are entitled to make a complaint to the FCA, Financial Ombudsman Service and Information Commissioner’s Office.  

Privacy notice review

We regularly review this privacy notice. If we make changes they will be updated here and we will place a prominent notice on our website.

This privacy notice was prepared to be concise as possible. It does not provide exhaustive detail of all aspects of Vines Limited collection and use of your personal information. We are happy, however, to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

Date of this review – June 2019


How to contact us

If you have any questions in relation to our use of your information you should first contact the Vines Group Compliance Executive on customerservices@vinesgroup.net or write to: Vines Data Compliance Executive, Vines of Guildford BMW, Slyfield Estate, Guildford, GU1 1RD.

If you would like information on our employee privacy policy, please contact our HR Department on customerservices@vinesgroup.net


Company Information

Company Information

Registered Name: Vines Limited

Company Registered Number: 01849408

Place of Registration: England and Wales

Registered Office Address: Vines House, Slyfield Green, Guildford, GU1 1RD

VAT Number: GB 529 018 646

Email Address: mail-guildfordbmw@vinesgroup.net

FCA Status Disclosure: Vines Limited is authorised and regulated by the Financial Conduct Authority for its regulated consumer credit activities.  Ref No.  664887.

Vines Limited is an Appointed Representative of AutoProtect (MBI) Limited which is authorised and regulated by the Financial Conduct Authority for Insurance Mediation (Firm Reference Number 312143).

Vines Limited

Gender Pay Gap Reports:

Gender Pay Gap Report 2017

Gender Pay Gap Report 2018

Modern Slavery Reports:

Modern Slavery Report 2018

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.

We are committed to providing a customer experience of the highest standard, but sometimes things can go wrong. If something isn’t right and you need our help please click on the below area which relates to your complaint.

Complaints regarding insurance policies


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
Hampshire GU14 0FB


0370 5050 160



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
E14 9SR


0300 123 9 123





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.


0207 3441 651





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:


or write to them at:

River Lodge
Badminton Court
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: