Collecting personal information –

We may collect, store and use the following kinds of personal information:

• information that you provide to us when using our website (including your email address);
• information that you provide when completing online bookings and enquiry forms (including your name, address, email, phone number(s), vehicle details, gender, date of birth and any educational details and employment details you provide);
• information that you provide to us when signing up to any distribution lists to receive correspondence from us;
• information relating to any purchases you make of our goods or services, including any other transaction details made with Paynes Garages Ltd. (including your address, telephone number and payment details)

Using personal information -

Personal data we receive will be used for the purposes it was provided, including:

• Meeting the terms of your order;
• Enabling your use our services, including those of our website;
• Supplying services purchased through our website;
• Sending statements, invoices and payment reminders to you, and collecting payments from you;
• Sending you our periodical email newsletters, service reminders, (if you have requested them)- you can inform us at any time if you no longer require email contact.
• Providing third parties with statistical information about our customers
• Contacting you in the future as advised with Motor Manufacturers and our nominated partner suppliers to ensure the ongoing safety and care of your vehicle, and that any policies are maintained and where consent is provided for the replacement of your vehicle and car care related products.

Disclosing personal information –

• We may disclose your personal information to any of our staff, agents, suppliers or subcontractors where it would be reasonable to do so. (If consent is necessary to facilitate this sharing we will ensure it is obtained prior to processing)
• We may disclose your personal information to any of our staff where it would be reasonable to do so. (If consent is necessary to facilitate this sharing we will ensure it is obtained prior to processing)

We may be legally obliged to disclose your personal information:

• To the extent that we are required to do so by law;
• In connection with any ongoing 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 any person whom we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.
• Except as provided in this policy, we will not provide your personal information to third parties.

Security of personal information –

• We will take all reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.
• Our Dealer Management System stores data on secure servers physically located within the EU. There are extensive security measures in place including both physical and electronic measures. Other security features including (but not limited to the following) : Multi tiered firewalls, user names, passwords, data centre staff background / criminal record checks, threat management

Your rights -

• You may instruct us to provide you with any personal information we hold about you, via a Subject Access Request
• Upon receipt of such a request we will, after confirming identity, provide all relevant data we may hold to you in the most practical format unless otherwise stipulated and reasonably possible.
• We may withhold personal information that you request to the extent permitted by law.
• If you instruct us to no longer process your personal data we will do so as quickly as possible.
• If you instruct us to destroy any/all of your personal data we may hold we will do so as quickly as possible.
• If you instruct us to cease all processing for marketing purposes we will do so as quickly as possible.

Cookies – our cookie policy may be found here : /site/nd-cookies-policy/

ICO Registration

• We are registered as a data controller with the Information Commissioner's Office and our registration number is: Z5812453

Data Protection Officer – Data Protection issues can be directed to data@paynesgarages.co.uk/

WEBSITE

Our website is powered by G-Forces Web Management Limited (“GForces”), our third party web services provider.GForces/ is committed to ensuring that data is processed in accordance with applicable data privacy laws, and is kept secure. GForces is certified to the standard of ISO27001 (an international standard for information security).GForces uses Amazon Web Services, Inc. as its cloud platform provider. All data processed by GForces is stored on Amazon’s web servers in the EEA.

If you visit our website

When someone visits our website, GForces collects standard internet log information (your IP address, browser, and type of device) and details of visitor behaviour patterns (where you joined our site from, the path you take through our site and where you leave). These are stored against unique ids (which are strings of numbers). GForces collects this information for the legitimate business purpose of monitoring the number of visitors to the various parts of the site, the general geographic location of visitors and engagement levels, which in turn enables it to make improvements to its websites and services, and provide business intelligence.This/ information is only processed in a way which does not identify anyone.It/ is kept indefinitely.

GForces also uses Google Analytics to collect standard internet log information and details of visitor behaviour patterns, which are stored against unique ids (i.e. strings of numbers). We collect this information for the legitimate business purpose of monitoring website traffic and engagement levels, which in turn enables us to make improvements to our website and the way we sell our cars and services.This/ information is only processed in a way which does not identify anyone.It/ is kept indefinitely.

If you use our enquiry forms

When you submit information using an online form, GForces processes the data collected and stores it for 31 days for the legitimate business purpose of enabling us to access the information and deal with your request (it is then kept for a further 14 days in GForces’ routine back-ups for business continuity purposes).We collect the following information:

Name

Title

Email address

Phone number(s)

Address if applicable

If applicable – vehicle registration number and details

If you enter your post code, GForces stores the first part of it (e.g. ‘ME14’ or ‘SW1’) and links it to standard internet log information already collected (it is used for the same purposes as that information, as outlined above).

WEBSITE DATA PREFERENCE CENTRE:

Under data privacy laws, you have the rights to:

request access to your personal data

request deletion or correction of your personal data

Our online data preference centre available via our website helps you to exercise the rights that data privacy laws give you and control your personal information. It contains four separate forms, as set out below.

See your data

You can ask to see any personal information that we hold (known as a “subject access request”) by submitting the form on the “See your data” tab. If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone.

Delete your data

You can ask us to delete the information we hold about you by completing the form on the “delete your data” tab.

Change your data

If we do hold information about you, you can also ask us to correct any mistakes by completing the form on the “Change your data” tab.

Marketing Preferences

On the “marketing preferences” tab, you can tell us how you would like us to contact you (this includes for reasons such as product safety notices, service reminders, product news etc.), or ask us to stop contacting you entirely.

Any data collected through the data preference centre is stored to allow us to action your request.

TERMS AND CONDITIONS AT PAYNES OF HINCKLEY:

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Paynes Garages Ltd's relationship with you in relation to this website.

The term Paynes Garages Ltd or "us" or "we" refers to the owner of the website whose registered office is Watling Street, Hinckley, Leicestershire. LE10 3ED. Our company registration number is 442329. The term "you" refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. It must be understood that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.
• From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• You may not create a link to this website from another website or document without Paynes Garages Ltd's prior written consent.
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.

Phone Calls

Please note that calls to Paynes Garages Ltd may be monitored or recorded

Terms & Conditions Relating to the Supply of Goods

Any product supplied to a customer will remain the property of Paynes Garages Ltd until cleared funds have been received in full.

MOTOR FINANCE COMMISSIONCOMPLAINTS PROCEDURE

This document details the steps we will take to handle complaints about motor finance commission.

This includes motor finance discretionary commission arrangement complaints (also known as DCAs) and motor finance non-discretionary commission arrangement complaints (also known as non-DCAs)

Complaints about Discretionary Car Finance Commission Arrangements (DCAs)

On 11 January 2024, the Financial Conduct Authority (FCA) announced their intention to review historical motor finance discretionary commission (DCA) arrangements across the motor industry.

As part of the review, the FCA has paused the 8-week deadline for firms to provide a final response to relevant customer complaints.

The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement in place between the lender and the intermediary or credit broker.

This pause was originally scheduled to end on the 25 September 2024; however, it has now been extended until the 04 December 2025.

The purpose of the pause is to ensure that complaints are dealt with fairly and the outcome of the FCA’s review will decide what action needs to be taken on relevant complaints, such as customer compensation.

A relevant motor finance DCA customer complaint must meet the following tests:

• It must be about a regulated credit agreement taken out between 6 April 2007 and 28 January 2021.
• It must have financed the purchase of a vehicle (including Hire Purchase Agreements, such as Personal Contract Purchases).
• There must have been a DCA in place between the lender and the intermediary or broker (the car dealer); and
• The complaint must have been received between 17 November 2023 and 04 December 2025 inclusive.

DCA Complaints Process

You can refer your complaint to us as normal. During the period while the FCA review is ongoing, there will be a few changes to the usual complaints handling process and your complaint will be subject to longer than usual complaints handling timescales. This is due to the pause which the FCA introduced with immediate effect from 11 January 2024.

Please note:

• If you have a relevant DCA complaint, you will not receive a final response from us within the usual 8-week deadline. This is because the FCA has extended the deadline, and, as a result, most relevant customer complaints will not receive a final response until 04 December 2025 at the earliest.
• If you currently have a DCA complaint in progress with us, the 8-week deadline has been paused and will resume on 04 December 2025.
• If we sent you a final response to your complaint between 12 July 2023 and 25 September 2024 inclusive, or if we send you a final response to your DCA complaint between 26 September 2024 and 29 April 2025, and you remain unhappy, you will have longer to take your complaint to the Financial Ombudsman Service (FOS). Usually, you have six (6) months from the date of our final response to refer your complaint to the FOS, however you now have up to fifteen (15) months from the date of our final response or 29July 2026, whichever is the later, to refer your complaint to the FOS. If we send you a final response to your DCA complaint between 30 April 2025 and 29 January 2026, you will have fifteen (15) months from the date of our final response to refer your complaint to the FOS.
• If your complaint does not relate to a discretionary commission arrangement (DCA), the revised complaints handling timescales do not apply and the standard Complaints Procedure will be followed.
• For full details of the temporary complaints handling timescales and how the rules affect you, please visit the FCA’s dedicated webpage for consumers at https://www.fca.org.uk/consumers/car-finance-complaints
• If we sent you a final response to your complaint between 21 June 2024 and 19 December 2024 inclusive, or if we send you a final response to your DCA complaint between 20 December 2024 and 29 April 2025, and you remain unhappy, you will have longer to take your complaint to the Financial Ombudsman Service (FOS). Usually, you have six (6) months from the date of our final response to refer your complaint to the FOS, however you now have up to fifteen (15) months from the date of our final response or 29July 2026, whichever is the later, to refer your complaint to the FOS. If we send you a final response to your non-DCA complaint between 30 April 2025 and 29 January 2026, you will have fifteen (15) months from the date of our final response to refer your complaint to the FOS.
• If your complaint does not relate to a non-discretionary commission arrangement (non-DCA), the revised complaints handling timescales do not apply and the standard Complaints Procedure will be followed.
• For full details of the temporary complaints handling timescales and how the rules affect you, please visit the FCA’s dedicated webpage for consumers at https://www.fca.org.uk/consumers/car-finance-complaints

Complaints about Non-Discretionary Car Finance Commission Arrangements (Non-DCAs)

On 19 December 2024 and following on from the judgement of the Court of Appeal on 25 October 2024 in three motor finance cases, the Financial Conduct Authority (FCA) confirmed it was introducing a pause to allow firms more time to respond to non-DCA complaints. Firms now have until 04 December 2025 to provide a final response to complaints about non-DCAs in line with the extension already provided for complaints involving DCAs.

A relevant motor finance non-DCA customer complaint must meet the following tests:

• It is not a relevant DCA Complaint.
• It must be about a regulated credit agreement or regulated consumer hire agreement (leasing agreement), including personal contract hire (PCH), that financed the purchase of a motor vehicle, or a motor vehicle was hired under the agreement.
• There was an arrangement for commission to be paid by the lender to the intermediary or credit broker.
• The complaint must have been received between 26 October 2024 and 04 December 2025 inclusive.

Non-DCA Complaints Process

You can refer your complaint to us as normal. During the period while the FCA review is ongoing, there will be a few changes to the usual complaints handling process and your complaint will be subject to longer than usual complaints handling timescales.

Please note:

• If you have a relevant non-DCA complaint, you will not receive a final response from us within the usual 8-week deadline. This is because the FCA has extended the deadline, and, as a result, most relevant customer complaints will not receive a final response until 04 December 2025 at the earliest.
• If you currently have a non-DCA complaint in progress with us, the 8-week deadline has been paused and will resume on 04 December 2025.

If you have a Complaint about Motor Finance Commission

You can notify us of your complaint through the following channels.:

By Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD

By Phone: 01452 671560

By Email: complaints@automotive-compliance.co.uk

If you are not sure if you have a discretionary commission arrangement (DCA) complaint, you can ask us to check. We will aim to find out and respond to your enquiry as soon as possible.

On receipt of your motor finance commission complaint, we will carry out a detailed review and we will acknowledge receipt of your complaint within five (5) working days.

We will keep you updated, as appropriate, while the FCA carries out its review and during the period the pause for responding to customer complaints about discretionary arrangements (DCAs) and non-discretionary commission arrangements (non-DCAs) is in place.

Within Paynes Garages Ltd, customer satisfaction and quality service are paramount. However, we recognise that things can go wrong and that customers might sometimes have cause to complain. When they do, and this is the result of something we have done or not done, we are committed to putting things right, as we see all complaints as an opportunity to gain customer feedback and improve our service.

The information below sets out the complaints procedure we have established to help ensure that you receive a quick and fair reply from us.

Our Commitment

We promise to:

• investigate your complaint thoroughly and, so far as within our control, promptly;
• keep you informed of progress; and
• do everything we reasonably can to help you.

How to Contact us

Here is how you can contact us should you have a complaint:

• By post: Paynes Garages Ltd. Watling Street, Hinckley, Leicestershire, LE10 3ED
• By email: websales@paynesgarages.co.uk/
• By phone: 01455 237 777 Calls may be charged at your regular rate

When you contact us

Please tell us:

• your name and address (including email address if you are happy to communicate in that way);
• your vehicle registration number;
• a phone number where we can contact you if we need to and any times you would prefer us to contact you;
• a clear description of your complaint; and
• what you would like us to do to put things right.

If you have asked someone to act on your behalf in pursuing your complaint, we will need your signed authority before we will be able to deal with them.

Our Procedure

• We will work to resolve all complaints quickly and fairly.
• We will acknowledge your complaint in writing within five business days if we have not been able to resolve it sooner.
• Your complaint will be referred to one of our complaint handlers, who will investigate the complaint promptly, thoroughly and impartially.
• If your complaint relates to a vehicle which has been supplied under a finance agreement, the finance company is likely to want investigate the matter itself and will gather information from us to enable it to respond fully to your complaint. We will write to tell you if the complaint has been forwarded to the finance company to deal with.
• We (and/or the finance company) will aim to let you have a final response to your complaint within eight weeks of receipt but, if it remains unresolved after that time, you will be informed in writing why a final response has not been provided and when you should expect to receive it. Rather than await a final response, you may be able to refer your complaint to the Financial Ombudsman Service at that point, so you will also be provided with details of the Financial Ombudsman Service together with an explanatory leaflet.
• We have intentionally made our complaints handling procedure simple to follow, so that you should not have to seek any advice (for example, from a solicitor), so we (or the finance company) will not normally agree to meet any costs you incur for such advice, even if your complaint is upheld.

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD Telephone: 01452671560 E-mail: complaints@automotive-compliance.co.uk/

Independent Review of Your Complaint

The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial services firms. The Financial Ombudsman Service will be able to tell you whether or not they can deal with your complaint.

If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Contact details below.

The Financial Ombudsman Service can only deal with your complaint if you have given us (or the finance company) the opportunity to put matters right, so please contact us first and we will do all we can to help you. The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service

Exchange Tower

Harbour Exchange

London

E14 9SR

Or Phone:

0800 023 4567 (calls free on mobile phones and landlines)

0300 123 9123 (consumer helpline - calls cost no more than calls to 01 or 02 number)

(18002) 0207 964 1000 (calls using next generation text relay)

+44 207 964 0500 (calls from outside the UK)

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

Website: www.financial-ombudsman.org.uk/