Privacy Policy

Privacy Policy

Vines Limited take your data privacy very seriously and as such we have clearly described how we use, store, retain and share your data as detailed in our Data Privacy notice.

When we refer to Vines Limited in this policy this includes Vines of Gatwick, Vines of Guildford and Vines of Redhill all of these companies are all registered the below address:

Slyfield Estate
Woking Road


These are the main ways we collect your information:

  • If you contact us directly via our websites, visit to our showrooms or via our customer hotlines to request information about our products and services.
  • If you buy a product or service directly from us.
  • If you reply to our direct marketing campaigns.
  • If with your permission, your contact details are transferred from BMW Group or other third parties.
  • If your vehicle data (incl. vehicle identification number) is transferred to BMW AG while you’re having your vehicle serviced or repaired.
  • If with your permission, other BMW Group legal entities or business partners transfer your personal data to us.
  • If we acquired your personal data from other sources with your permission.
  • When you apply for finance from BMW / MINI FS.

If you are under 16, please do not provide us with any of your information unless you have the permission of your parent or guardian to do so.

Please help us to keep your information up to date by informing us of any changes to your contact details or preferences. You may change or review your preferences by emailing our Data Compliance Executive on customerservices@vinesgroup.net or by writing to us at:

Vines Data Compliance Executive
Vines of Guildford BMW
Slyfield Estate


Contact Details & Interests:
Phone numbers
Email address
Your current vehicle

Website and Communication Usage:
How you use our website and whether you open or forward our communications, including information collected through cookies and other tracking technologies (our Cookie Policy). This is statistical data about our users' browsing actions and patterns, and does not identify any individual.

We use Google AdWords Remarketing to advertise trigger across the Internet. AdWords remarketing will display relevant ads tailored to you based on what parts of the Vines Limited websites you have viewed by placing a cookie on your machine. This Cookie does not in any way identify you or give access to your computer. The cookie is used to say, "This person visited this page, so show them ads relating to that page." Google AdWords Remarketing allows us to tailor our marketing to better suit your needs and only display ads that are relevant to you. If you do not wish to participate in our Google AdWords Remarketing, you can opt out by visiting Google's Ads Preferences Manager You can also opt out of any third-party vendor's use of cookies by visiting www.networkadvertising.org/choices/

Social Networks may offer you opportunity to share or follow information about Vines Limited by using third party social networking functionality; share this, like or follow buttons. We offer this functionality in order to generate interest toward our website and services among members of your social networks. You should be aware that sharing personal information within a social network may result in that being collected by the social network provider. This could result in that information becoming publically available in internet search engine results. Vines Limited do no exercise or endorse controls, policies or practices or any third party social network that you may access through our websites. Please read the privacy policy or any social network with which you may share information with.

Sales and Services Information:
Relating to purchases and services, including complaints and claims.

Credit and Anti-Fraud Information:
Which establishes your identity, such as driving licences, passports and utility bills. Information about transactions, requests for credit and non-payment of debts with us and third parties and credit ratings from credit reference agencies. Fraud, offences, suspicious transactions, politically exposed person and sanctions lists where your details are included.

Device and Service Usage:
How you use your device (mobile or vehicle) and services offered on the device.

Vehicle Configuration Details:
Information about the features and current settings of your vehicle (identified by the Vehicle Identification Number).

Vehicle Technical Information:
About how the engine and systems within the vehicle perform.

Vehicle / Device Location Information:
Your vehicle’s or mobile device’s location

When you visit our businesses, we use CCTV to monitor our premises in this event your image and your vehicle registration can potentially be stored for a period of weeks. To read the full purpose and use of our CCTV, please click here.

Live Chat Service:
We use a third party provider to supply and support our Live Chat service, which we use to handle customer enquiries in real time.

Call Recording:
This includes most incoming and outgoing telephone calls 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.

We share information within the Vines Limited companies in order to offer you the full range of our services, but your personal data is not disclosed to any third parties outside of Vines Limited without your consent outside of provision of sale or service obligations.

Third Party Partners that we may share your information with:

BMW Group
CDK Global (UK) Ltd
Cooper Solution 
Dept Of Transport 
DVLA Licence Checker
Motability operations limited 
Traffic Master / Trackstar 
Vizion Network Ltd


Customer Support and Marketing - to respond to enquiries and to bring you news and offers:
To ensure that content from our website is presented in the most effective manner for you and for your computer.

To provide you with information, products or services that you request from us or which we feel may relevant to you; by using your data to create an individual customer profile and we may share your personal data between BMW Group companies and other suppliers of BMW or MINI branded products and services where relevant.

To allow you to participate in interactive features of our service, when you choose to do so.

To notify you about changes to our service.

We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services, which may be of interest to you and we, or they may contact you about these by email, post or telephone.

Vehicle Sales & Service – to process your sale, configure and service your vehicle:
To carry out any legitimate interest contact or fulfil any contractual obligations based on the provision of a sale or service.

Quality Assurance, Research and Development – to improve our products and services:
BMW AG may use any of the information that it receives through the provision of services to BMW UK, centres (including Location Information) for product and service quality assurance and development purposes. Before any such use is undertaken your information will be de-personalised so it cannot be directly linked back to you.


We retain your information only as long as is necessary for the purpose for which we obtained them and any other permitted linked purposes. If information is used for two purposes we will retain it until the purpose with the latest period expires; but we will stop using it for the purpose with a shorter period once that period expires.

We restrict access to your information to only those persons who need to use it for the relevant purpose.

Our retention periods are based on business needs and your information that is no longer needed is either irreversibly anonymised or destroyed securely.

Use for marketing: 
We retain your personal information for as long as is necessary, but only for the relevant purpose that we collected it for. You retain the right to remove this consent at any point.


Vines Limited store your data on secured servers inside the EU. Most of our partner networks are mainly based within the EU but some are based outside. We have a clear data policy in place regarding the submission of your personal information. This will cover consent to transfer, storing or processing your personal information and data.

In the event of this instance Vines Limited will take steps to ensure that the required security measures are followed to protect data as per our data security policy.

You can read about the EU e-Privacy Directive and the UK’s Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011 at www.ico.org.uk.


You have the right to ask us not to process your personal data for marketing purposes. We inform you (before collecting your data) if we intend to disclose your information to any third party for such purposes.

Legal grounds for processing of your personal information:
• Where necessary to enter into or perform our contract with you
• Where we need to use it to comply with our legal obligations
• Where we use it to achieve a legitimate interest and our reasons for using it outweigh any prejudice to your data protection rights (our legitimate interests include promoting the BMW Group business and tailoring news and offers to your profile, research and development of vehicle related products and services, assessing your credit-worthiness, detecting fraud and criminal activities)
• Where necessary for us to defend, prosecute or make a claim against you, us or a third party

There may be uses that are permitted on the basis of other grounds; where this is the case we will use reasonable endeavours to identify the ground and communicate it you as soon as possible after becoming aware of the new basis.

The use of your information set out above is permitted under EU data protection law on the basis of these principal legal grounds where you have consented to the use (you will have been presented with a consent sms or email form) in relation to any such use.


You can change your preferences, or withdraw your consent in relation to how Vines Limited use your personal information.

You are also able to request information about your data stored at Vines Limited as well as request the correction, deletion or restriction of your personal data for analytics and/or marketing use.

By contacting our Vines Data Compliance Executive on customerservices@vinesgroup.net or by writing to us at:
Vines Data Compliance Executive
Vines of Guildford BMW
Slyfield Estate


You may request a copy of your personal information that the company holds about you at no cost. If you wish to access or update your personal information please contact Vines Limited by sending an email to the Vines Group Compliance Executive on customerservices@vinesgroup.net or by writing to us at:

Vines Data Compliance Executive
Vines of Guildford BMW
Slyfield Estate

If you wish to remove any of the personal information the company holds please request this via email or writing to the above address. However, if your personal information relates to any legal reasons it may be removed.

If there are any concerns that Vines Limited are not using your information in accordance with their processes and with legal precedence or you are not satisfied with our response to your data request that are made you can refer to the 'Information Commissioners Office (ICO)' - www.ico.org.uk


We may disclose information about you to any of our employees, officers, agents, suppliers or subcontractors or service providers insofar as reasonably necessary for the purposes as set out in this Online Privacy Policy.

  • In addition, we may disclose information about you:
    To the extent that we are required to do so by law;
  • In connection with any legal proceedings or prospective legal proceedings;
  • In order to establish, exercise or defend our legal rights (including providing
  • Information to others for the purposes of fraud prevention and reducing credit risk);
  • To the purchaser (or prospective purchaser) of any business or asset which we are (or are contemplating) selling;
  • With agents (including credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies that we use to process the payment you place with us or who help us in the service we provide to you.
  • Use of live chat and phone calls your information may be collected and shared with our third party providers.


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 by writing to us at:

Vines Data Compliance Executive
Vines of Guildford BMW
Slyfield Estate

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


You should be aware that the transmission of information via the Internet is not completely secure although we will use our best endeavours to protect your personal data. Vines Limited cannot guarantee the security of your data in transit. After receiving your information, Vines Limited will use clear procedures and security features to try to prevent unauthorised access.

If you suspect you have become a victim of fraud please report this instance to the police through 'Action Fraud' via the website www.actionfraudpolice.co.uk or by calling 03001 232040. Vines Limited would also recommend contacting the Information and Commissioners Office (ICO) via the website - www.ico.org.uk

We may change these terms at any time without notice by updating the terms shown on this website. It is your responsibility to review the website terms each time you enter the website to ensure you are aware of our latest terms and conditions. Your use of this website after a change has been made signifies your acceptance of the revised terms.

Company Information

Company Information

Registered Name: Vines Limited

Company Registered Number: 1849408

Place of Registration: England and Wales

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

VAT Number: GB 602 6115 87

Email Address: mail-gatwick@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 Report for 2017 link: Gender Pay Gap Report 2017



This statement is made pursuant to s.54 of the Modern Slavery Act 2015 and sets out the steps that Vines Ltd has taken and is continuing to take to ensure that modern slavery or human trafficking is not taking place within our business or supply chain.

Modern slavery encompasses slavery, servitude, human trafficking and forced labour. Vines Ltd has a zero tolerance to any form of modern slavery. We are committed to acting ethically and with integrity and transparency in all business dealings and to putting effective systems and controls in place to safeguard against any form of modern slavery taking place within our business or our supply chain.


We are a prestige motor group based in the South East of England, with three centres that retail and maintain motor car and bikes. All centres are based in the UK.

Vines Ltd employs approximately 350 employees.

The Group has an annual turnover of approximately £190 million.


Our supply chains include a variety of national, local and international suppliers to source goods, services and equipment for the operation of its businesses. In particular we work principally with BMW manufacturer from whom we obtain our principal products, motor vehicles and aftersales parts.


We are committed to ensuring there is no modern slavery or human trafficking in our supply chains or in any part of the business. Our Modern Day Slavery policy reflects our commitment to acting ethically and with integrity in all our business relationships and to implementing and enforcing effective systems and controls to ensure slavery and human trafficking is not taking place anywhere in our supply chains.

We have in place a number of Group policies to ensure that we are conducting business in an ethical manner:

  • Modern day Slavery policy
  • Anti-Bribery Policy
  • Whistleblowing policy
  • Equal Opportunities Policy
  • Code of business conduct
  • Employee Privacy Policy


We have zero tolerance to slavery and human trafficking. We expect all those in our supply chain and contractors to comply with our values.


To ensure a high level of understanding of the risk of modern slavery and human trafficking in our supply chain and our business, we provide training to relevant members of staff. The Senior Management have been briefed on the subject.


We continue to take the following steps with the aim of ensuring that modern slavery and human trafficking are not taking place in any part of our business or our supply chains:

  • A review of our employment terms and conditions and recruitment policy.
  • Staff training on modern slavery.
  • Reviewing existing supply chains and ensuring any new suppliers comply with the Modern Slavery Act.

For and on behalf of Vines ltd

Sean Kelly

Group Managing Director

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

Sales Department

Service and Parts Department

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.

 To contact your BMW Centre please click here.

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


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: