Privacy Policy

 

Rolls-Royce Motor Cars is the Data Controller and responsible for your personal information that we receive about you. For example via our websites or other marketing and communication channels, or via your use of our products and services such as Teleservices. 

When we refer to Rolls-Royce Motor Cars (‘we’, ‘us’, ‘our’) in this policy this refers to: Rolls-Royce Motor Cars Limited, a company registered in England and Wales under company number 03522604 and has its registered office at Summit ONE, Summit Avenue Farnborough, Hampshire GU14 0FB.

Regional Representation Offices

Rolls-Royce Motor Cars is a global operation with its headquarters located in the UK.  The worldwide sales and marketing operations and associated authorised Retailer network are supported by regional representation offices and branches, as listed below:

• The European Representation Office operates out of our UK head office and the German Representation Office operates as a branch office of Rolls-Royce Motor Cars Ltd, based in Munich, Germany. Between them they support geographical areas including:

- countries in the European Economic Area (EEA)

- countries participating in the Central European Free Trade Agreement (CEFTA)

- countries participating in the Euro-Mediterranean partnership (EuroMed)

• The Americas Representation Office is provided by our BMW Group affiliate Rolls-Royce Motor Cars North America LLC and looks after geographical areas including:

- USA

- Canada

- Mexico

- Latin America

Rolls-Royce Motor Cars North America LLC operates both as a service provider/data processor for us (for support provided in Canada, Mexico and Latin America) and as a separate Data Controller (for support provided in the USA). Therefore, only the services and associated data processing provided for Canada, Mexico and Latin America are covered by this policy.

• The Singapore Representation Office operates as a branch of Rolls-Royce Motor Cars Ltd and looks after geographical areas including:

- India

- Thailand

- Japan

- Taiwan

- Hong Kong

- New Zealand

- Malaysia

- Singapore

- Indonesia

- South Korea

- Australia

- Vietnam

- Philippines

- Cambodia

• The Middle East Representation Office operates as a branch office of Rolls-Royce Motor Cars Ltd and looks after geographical areas including:

- Africa

- Saudi Arabia

- United Arab Emirates

- Lebanon

- Qatar

- Kuwait

- Kingdom of Bahrain

- Sultanate of Oman

- South Africa

• The China Representation office looks after the People’s Republic of China (PRC) and is supported by our BMW Group affiliate, BMW China Automotive Trading Ltd who operate as a service provider or data processor, conducting services on our behalf.

Authorised Rolls-Royce Motor Cars Retailers, Service Centres and Workshops (‘Retailers’)

Our global authorised Retailers are a network of independent businesses and not part of Rolls-Royce Motor Cars Limited.  They operate using the Rolls-Royce Motor Car brand under license to sell and/or support our products and services to customers. They are not covered by this policy and are referenced here to provide additional clarity regarding your personal information.

BMW AG

BMW AG is the parent company of Rolls-Royce Motor Cars Ltd and provides much of the backend IT infrastructure for our products and services. BMW AG is a service provider or Data Processor, conducting services on our behalf.

BMW AG is also a joint Data Controller for the technical provision of motor car telematic services, such as Teleservices, which includes vehicle metrics and measurements generated by sensors in your motor car, such as the mileage and check control messages (CarData).
For more information on Teleservices and CarData visit the Ownership section of our website here.

Rolls-Royce Motor Cars Financial Services

Rolls-Royce Motor Cars Financial Services is provided by our BMW Group affiliate BMW Financial Services (GB) Limited and is the Data Controller of the information which is used to grant and provide finance to you. They are not covered by this policy and are referenced here to provide additional clarity regarding your personal information.

These are the main ways we collect your information:

• If you contact us directly, via our websites, phone, or email to our customer contact teams to make an enquiry, or request information about our products and services.


• If you buy a product, or service directly from us, or from a member of our authorised Retailer network.


• If you reply to our direct marketing campaigns (e.g. filling out a response form).


• If with your permission, your contact details are transferred to us from an authorised Retailer or other third parties.


• If your vehicle data (incl. vehicle identification number) is transferred to us 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 with your permission.


• Important Information


• If you give information on behalf of someone else you must ensure that they have been provided access to 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 clicking here.

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

Contact Details:

For example:

• Name
  
  
• Address


• Phone numbers


• Email address

Interests:

Information you provide us about your interests, hobbies and preferences, including the type of vehicles you are interested in.

Website and Communication Usage (for example):

How you use our websites and whether you open or forward our communications, including information collected through cookies and other tracking technologies (please see our Cookie Policy for more information).

Sales and Services Information:

Information relating to purchases and services, including complaints and claims.

Anti-Fraud and Anti-Financial Crime Information:

For example

• Information which establishes your identity, such as a driving license, passport and utility bills.


• Fraud, offences, suspicious transactions, politically exposed person (PEP) and sanctions lists where your details are included.

Device and Service Usage:

Information about how you use our products and services (including usage via your mobile phone or motor car).

Vehicle Configuration Details:

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

Vehicle Technical Information:

Information about how the engine and systems within the vehicle perform, (identified by the Vehicle Identification Number)

Vehicle / Device Location Information (for example):

Your motor car or mobile device location (used with your consent to be able to provide real time traffic information and emergency call services for example)

Travel and Hospitality Information:

For example information you provide us which enables us to make arrangements for you when attending a branded event or visiting the Home of Rolls-Royce. Depending on the scenario this could include dietary requirements, passport details, arrival and departure times etc. 

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. An explanation of the scope of the grounds available can be found here.

The main uses of your information include:

Customer Support and Marketing - to respond to enquiries and to bring you news, offers and events.

We use your personal data for customer care and for personalised communication of our product and service information, with your consent where necessary. For these purposes we may transmit this data to authorised Retailers.

In order to ensure that you receive relevant and personalised communications, we will use data we hold about you to create an individual customer profile. This may include but is not limited to data you have provided to us or which is generated by your use of our products, for example contact details, preferences, customer history, vehicle data, usage of apps and other digital platforms and online behaviour.

Product Sales & Services – to process your sale, configure and service your vehicle.

We will obtain Contact Details, Vehicle Configuration Details, Vehicle Technical Information and Sales and Services Information when you purchase, service or repair a vehicle from us or from our authorised Retailer network. As part of the sale or service we will use this information to provide the services you request and notify you of issues in relation to your vehicle. This information may be accessed by BMW AG to troubleshoot technical or other issues relating to the delivery of these services.

We may also receive limited Vehicle Location Information during the repair process which will be used only in accordance with Location Information Safeguards. For further information on these safeguards click here.

Teleservices Services – to provide telematic services in the vehicle.

We and BMW AG receive information from these services, such as:

Contact details, vehicle location information as well as device and service usage information, which is used in accordance with the Teleservices terms and conditions. For further information please click here.

Quality Assurance, Research and Development – to improve our products and services.

We and BMW AG may use any of the information that we receive through the provision of our services (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.

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 your personal information

Our use of personal data is permitted under UK data protection law on the basis of the following principal legal grounds:

• Where necessary to enter into or perform a contract with you


• Where needed to comply with our legal obligations


• Where necessary in order to protect your or someone else’s, vital interests (in life threatening situations such as following an accident)


• 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 our business and tailoring news and offers to you, research and development of vehicle related products and services, detecting fraud and criminal activities)


• Where you have consented to the use (you will have been presented with a consent notice in relation to any such use and may withdraw your consent at any time by contacting us)

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.

We use technical and organisational security measures including encryption and authentication tools to protect your personal information against manipulation, loss, destruction, and unauthorised access by third parties.

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.

Examples of our security measures include:

• Tightly restricted access to your data which is granted on a ’need to know’ basis and only for the communicated purpose(s)


• Only transferring data in encrypted form


• Highly confidential data stored in encrypted form


• IT systems are technically isolated from other systems and hosted in secure data centre’s to prohibit unauthorised access e.g. from hackers


• Monitoring of IT systems to detect and stop misuse of personal data.

Please remember, if you have a personal password which enables you to access certain parts of our websites or any other portal, app or service we operate, it is your responsibility to keep this password confidential. We ask you not to share your password with anyone.

We retain your information only as long as is necessary for the purpose for which we obtained it and any other permitted linked purposes. If information is used for two purposes we will retain it until the purpose with the longest period expires. 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 marketing, such as Contact Details and Interests as long as is necessary. For example, if you have expressed an interest in one or more of our products or services we will keep your information for as long as we have an ongoing dialogue with you, or until such time as you ask us to stop. You retain the right to object to our use of your data for marketing at any point. (Please see How to change you privacy preferences)


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.


Teleservices: 
We set out how long we retain your data in relation to each service in the Teleservices terms and conditions.


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.

Rolls-Royce Motor Cars is a global company. Your personal information may be accessed by our staff, or our carefully selected agents or contractors from a country outside the European Economic Area (EEA) for any of the purposes set out in this policy. These countries may have in place data protection laws which 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.

However, the majority of our data processing takes place within the EEA. Generally speaking your data will only be transferred to a location outside of the EEA if you are located outside of the EEA, and in those cases only to the country/countries which are best placed to support you with your enquiry or for the provision of the products and services which you have engaged with us for. For example, if you have registered to attend an event hosted in Dubai, relevant information relating to your attendance will be shared with our regional office in Dubai and our carefully selected local agents and contractors who support us with the delivery of the event, where necessary.

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

You can change your marketing preferences, withdraw your consent for marketing or object to our use of your data for marketing purposes by one of the following:

• Calling the Customer Contact Team on +44 (0)1243 525700


• Sending an email to enquiries@rolls-roycemotorcars.com


• By writing to us at:
      Customer Contact Team
      Rolls-Royce Motor Cars Limited
      The Drive
      Westhamptnett
      West Sussex
      England
      PO18 0SH

If you have any questions in relation to our use of your information you should first contact the Client Contact Team by one of the following:

• Calling us on  +44 (0)1243 525700


• Sending an email to enquiries@rolls-roycemotorcars.com


• By writing to us at:
      Customer Contact Team
      Rolls-Royce Motor Cars Limited
      The Drive
      Westhamptnett
      West Sussex
      England
      PO18 0SH

In addition you may contact our Data Privacy Officer directly by:

• Sending an email to dataprivacyofficer@rolls-roycemotorcars.com


• Calling on +44 (0)1243 384000


• Writing to the ‘Data Privacy Officer’ at the above address

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

• Provide you with further detail about how we use 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 our direct marketing lists when you object to our marketing or withdraw your consent


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


• Restrict our use of your personal information


• Cease carrying out certain processing activities based on the legitimate interests ground unless our reasons for undertaking that processing outweigh any prejudice to your data protection rights (here for more information).

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. For the UK, The Information Commissioner’s Office can be found here: click ICO for more information).