Privacy Policy

Privacy Policy

Park Lane Ltd Privacy Policy.

ICO Registration Number: Z5813613


Park Lane Ltd as a Data Controller and our responsibilities.

Park Lane Ltd is the Data Controller of your personal information that we receive through our websites, telephone, electronic services such as email and in our sales and aftersales centres.


Changes to this Privacy Policy.

We may modify or update this privacy policy from time to time.

If we change this privacy policy, we will notify you of the changes by publishing an updated policy on this website. Where changes to this privacy policy will have a fundamental impact on the nature of the processing or otherwise have a substantial impact on you, we will give you sufficient advance notice so that you have the opportunity to exercise any rights you may have (e.g. to object to the processing).


How do we collect your personal information?

These are the main ways we collect your information:

If you contact us directly via our websites, visit the retail centre 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 your contact details are transferred from BMW Group UK 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 other BMW Group legal entities or business partners transfer your personal data to us.

If we acquired your personal data from other sources, for example: social media sites.

When you apply for finance from BMW Financial Services or MINI Financial Services.

If you give information on behalf of someone else you must ensure that they have been provided with this Privacy Policy before doing so.

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 updateinfo@bmwparklane.co.uk or by visiting the relevant section of our websites.


What information may be collected about you?

The following types of personal information about you may be collected:

Contact Details - Name, address, phone numbers and email addresses.

Interests - Information you provide us about your interests, including the types of vehicles you are interested in.

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.

Call Recording - We record inbound calls to our switchboards and these are kept for a maximum of 6 months.

Closed Circuit Television - We use CCTV to monitor our premises. Your image will be kept for a maximum of 21 days.

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. Fraud, offences, suspicious transactions and sanctions lists where your details are included.

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.


How your personal information may be used.

Use of personal information under UK data protection laws must be justified under one of a number of legal grounds and we are required to set out the grounds in respect of each use in this policy.

The main uses of your information are:

Customer Support and Marketing - To respond to enquiries and to bring you news and offers. In order to ensure that you receive relevant and personalised communications, we will use your data to create an individual customer profile and we may share your personal data between BMW Group companies. This may include data you have provided to these companies, or which is generated by your use of BMW or MINI products. Park Lane Ltd use your personal data for customer care and for personalised communication of BMW Group product and service information, where necessary with your consent.

Vehicle Sales & Service - To process your enquiry or sale and to configure and service your vehicle.

Park Lane Ltd will obtain Contact Details, Vehicle Configuration Details, Vehicle Technical Information and Sales and Services Information when you purchase, service or repair a vehicle with us as part of the sale or service and will use it to provide the services you request and notify you of issues in relation to your vehicle. This information may be accessed by BMW Group UK and BMW AG to troubleshoot technical or other issues relating to the delivery of these services.


Compliance with legal requests for your information.

To comply with our legal obligations to law enforcement, regulators and the court service. We may be legally required to provide your information to law enforcement agencies, regulators and courts and third party litigants in connection with proceedings or investigations anywhere in the world. Where permitted, we will direct any such request to you or notify you before responding unless to do so would prejudice the prevention or detection of a crime.


Legal grounds for processing of your personal information.

The use of your information set out above is permitted under UK 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 form in relation to any such use and may withdraw your consent at any time through the Park Lane websites or:

  • Calling 0370 700 5223
  • Sending an email to: updateinfo@bmwparklane.co.uk
  • Writing to us at: Marketing Department, BMW Park Royal, 36 Cumberland Ave, London NW10 7RQ

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, 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.


Third parties to whom we may transfer your data.

Personal information which we collect from you may be transferred to or accessed by third parties on our behalf, with your consent where necessary. The types of recipients, apart from the BMW companies already stated are:

Marketing and research companies who run and manage marketing campaigns.

Government Organisations e.g. DVLA.

Event companies who run and manage events.

Customer Services who provide customer support.

IT providers who provide us systems and services.

Finance providers and Insurance Administrators.

Card Payment Services providers who operate payment platforms.

Logistics and courier companies who transport our products to you.

Law firms who provide legal advice to us (e.g. where there is a customer dispute).

This is only shared in a secure manner. When we share with other parties we ensure that they only use your personal data for the purpose it was collected and do not allow them to abuse this agreement.

Park Lane Ltd may also transfer your personal information to a recipient without your consent if it is in its legitimate interest or if there is a contractual obligation to do so.


How do we keep your personal information safe?

We use a variety of security measures, including encryption and authentication tools, to help protect and maintain security, integrity and availability of your information.

Although data transmission over the Internet or website cannot be guaranteed to be secure, we and our business partners work hard to maintain physical, electronic and procedural safeguards to protect your information in accordance with applicable data protection requirements. Our main security measures are:

Tightly restricted personal access to your data and for the communicated purpose only.

Transferred collected data only in encrypted form.

Highly confidential data stored only in encrypted form.

Firewalled IT systems to prohibit unauthorised access.

Permanently monitored access to IT systems to detect and stop misuse of personal data.




How long we keep your personal information for.

We retain your information only as long as is necessary and only for the purpose for which we obtained them.  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. For example, if you have obtained finance for the purchase of a vehicle through BMW Financial Services, we will retain your personal data for the life of your finance product, so that towards the end of that period we can get in touch with you about your options at the end of the finance term.

Use to perform a contract - In relation to your information used to perform any contractual obligation with you we may retain that data whilst the contract remains in force plus six years to deal with any queries or claims thereafter.

Where claims are contemplated - In relation to any information where we reasonably believe it will be necessary to defend or prosecute or make a claim against you, us or a third party, we may retain that data for as long as that claim could be pursued.


Who we share your information with.

BMW is a global company. Your personal information may be accessed by our staff, agents or contractors from a country outside the European Economic Area (EEA) for any of the purposes set out, in which data protection laws may be of a lower standard than in the EEA. We will ensure that any of your information that is accessible outside the EEA is handled subject to appropriate safeguards.

Certain countries outside the EEA, such as Canada and Switzerland, have been approved by the European Commission as providing essentially equivalent protection to EEA data protection laws and therefore no additional legal safeguards are required. In countries which have not had such approval, we will either ask for your consent to the transfer or transfer it subject to European Commission approved contractual terms that impose equivalent data protection obligations directly on the recipient unless we are permitted under applicable data protection law to make such transfers without such formalities.

Please contact our data privacy officer if you would like to request to see a copy of the specific safeguards applied to the export of your information.


How to change your privacy preferences.

You can change your preferences, or withdraw your consent in relation to how Park Lane Ltd use your personal information in one of the following ways:

  • Customer hotline on: 0370 700 5223
  • Sending an email to updateinfo@bmwparklane.co.uk
  • Writing to us at: Marketing Department, BMW Park Royal, 36 Cumberland Ave, London NW10 7RQ

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


Contacting Park Lane Ltd about this privacy policy.

If you have any questions in relation to our use of your information you should first contact Park Lane Ltd in one of the following ways:

  • Customer hotline on: 0370 700 5223
  • Sending an email to updateinfo@bmwparklane.co.uk
  • Writing to us at: Marketing Department, BMW Park Royal, 36 Cumberland Ave, London NW10 7RQ

Under certain conditions you have the right to require us to:

Provide you with further detail on the use we make of your information.

Provide you with a copy of your information.

Update any inaccuracies in the information we hold about you.

Delete any information about you that we no longer have a lawful ground to use.

Remove you from any direct marketing lists when you object or withdraw your consent.

Provide you with your personal information in a usable electronic format and transmit it to a third party (right to data portability)

Restrict our use of your personal information.

Cease carrying out certain processing activities based on the legitimate interest grounds unless our reasons for undertaking that processing outweigh any prejudice to your data protection rights. Your exercise of these rights is subject to certain exemptions to safeguard the public interest (e.g. the prevention or detection of crime), our interests (e.g. the maintenance of legal privilege) and the rights of third parties.

Your exercise of these rights is subject to certain exemptions to safeguard the public interest (e.g. the prevention or detection of crime), our interests (e.g. the maintenance of legal privilege) and the rights of third parties.

If you are dissatisfied with our use of your information or our response to any exercise of these rights you have the right to complain to your data protection authority, this in the UK is the Information Commissioner's Office: www.ico.org.uk


Data Privacy Officer Contact Details.

If you have questions in relation to our use of your personal information you should contact our Data Privacy Officer:

Email: pl_dataprivacyofficer@bmwparklane.co.uk

Post: BMW Park Royal, 36 Cumberland Ave, London NW10 7RQ


Privacy Policy Social Media Pages: 

Park Lane Ltd is responsible for the content of the Social Media Pages; Facebook, Instagram, Twitter, LinkedIN and YouTube.

When visiting our page, Facebook, Instagram, Twitter, LinkedIN and YouTube collects as controller personal data of the user, e.g. via cookies. Such collection of user data by Facebook, Instagram, Twitter, LinkedIN and YouTube can also occur  even if the user is not logged in or registered at Facebook, Instagram, Twitter, LinkedIN and YouTube. Information about the data collection and further usage by Facebook, Instagram, Twitter, LinkedIN and YouTube can be found in the privacy policy of Facebook, Instagram, Twitter, LinkedIN and YouTube.

Which user data Facebook, Instagram, Twitter, LinkedIN and YouTube collects is not known to Park Lane Ltd. Park Lane Ltd does not gain full access to such collected user data or any user profiles. Park Lane Ltd can only access public profile information. Which information you share as public can be adjusted via your Facebook, Instagram, Twitter, LinkedIN and YouTube settings. In addition you can actively hide your “likes” or unlike the page via the Facebook, (https://www.facebook.com/settings?tab=privacy) and on Instagram, Twitter, LinkedIN and YouTube settings. Your profile will then not be listed as fan of this page anymore.

Park Lane Ltd receives from Facebook, Instagram, Twitter, LinkedIN and YouTube anonymous statistics about the usage of our page. For example, the following anonymous information will be provided to Park Lane Ltd:

  • Follower: number of persons following Park Lane Ltd – including growth and development over a defined time frame.
  • Range: Number of people who see a specific contribution. Number of interactions on a post. For example, you can deduce which content in the community is better than other. 
  • Advertisement performance: How much does Park Lane Ltd cost a click? How many people have seen an ad?
  • Demography: Average age of visitors, sex, place of residence, language.

Those statistics are used to steadily improve our Facebook, Instagram, Twitter, LinkedIN and YouTube online content and to better respond to the interests of our users. We cannot link statistical data with the profiles of our fans or individual users. You can use your Facebook, Instagram, Twitter, LinkedIN and YouTube settings to decide in which form you would display targeted advertisements.

Park Lane Ltd receives via Facebook, Instagram, Twitter, LinkedIN and YouTube personal data if you actively transmit your data by sending a personal Facebook, Instagram, Twitter, LinkedIN and YouTube message. We use the provided data (e.g. name, surname, VIN) to respond to your query by our customer support. Your data will be saved for this purpose in our CRM system. Park Lane Ltd also receives via Facebook, Instagram, Twitter, LinkedIN and YouTube personal data of you if you are using a pre-filled web form. This form uses data of your profile. To send the data to us you actively have to click a send button.

Further information about the processing of personal data by Park Lane Ltd as well as your data subject rights can be found in our privacy policy: https://www.bmwparkroyal.co.uk/legal-notice/?section=privacy

Company Information

Company Information

Registered Name: Park Lane Limited

Company Registered Number: 1569304

Place of Registration: England and Wales

Registered Office Address: Company Secretary, Summit One, Summit Avenue, Farnborough, Hampshire, GU14 0FB

VAT Number: GB 584 4519 13

Email Address: martin.wilson@bmwparklane.co.uk

FCA Status Disclosure: Park Lane Limited is authorised and regulated by the Financial Conduct Authority for its regulated consumer credit activities.  Ref No. 667783.

Park Lane Limited is an appointed representative of BMW Financial Services (GB) Limited, which is authorised and regulated by the Financial Conduct Authority, for its general insurance mediation activities. Ref No. 411919.

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.


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: Contact us.

Should you remain unhappy with your BMW Centre’s response, please contact us by your preferred method from the list below.

Write to us at:
Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
GU14 0FB

Call us on: 0370 5050 160

Calls are charged at the local rate, plus your phone company's access charge.

We're here:
8am - 7pm Monday to Friday

Email us at:


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, sending a Summary Resolution Letter if your complaint can be resolved by close of the third business day following receipt. If your complaint relates to our credit broking activities and cannot be resolved by close of the third business day, 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 MINI Financial Services, a trading name of 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

Telephone: 0800 0234 567

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

Website: www.financial-ombudsman.org.uk

You may also raise a complaint with any of the trade bodies listed below.



The Motor Ombudsman is the UK's government-backed, self-regulatory body for the motor industry.

Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. BMW is accredited to the Motor Industry Code of Practice for New Cars.

Over 7,500 businesses, are accredited to one or more of the Codes covering new cars, sales, vehicle warranties and servicing and repair. These drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

The Motor Ombudsman
71 Great Peter Street

Telephone: 0345 241 3008



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: https://ec.europa.eu/consumers/odr/