Carbase.co.uk Privacy & Cookie Policy

Brent Cars Limited T/A Carbase is committed to protecting your privacy and developing technology that gives you the most powerful and safe online experience. This Policy applies to the Carbase | Vanbase website at www.carbase.co.uk and associated assistant apps at www.carbase.app.

By using the Carbase website or apps you consent to the data practices described in this statement. Please note that this Policy may change from time to time and, if it does, the latest version will always be available on the Carbase website.

Who we are

Brent Cars Limited T/A Carbase is the data controller in respect of any personal information to which this privacy policy applies. Company Registration Number. 04794864

You can contact us at: Carbase - Data Protection Office Aisecome Way Weston-super-Mare North Somerset BS22 8NA Or via email: [email protected]

Information collected and what it is used for

Carbase collects the following personal information about you and uses it for the following purposes:

1) When you express interest in a vehicle, such as asking a question, requesting an appointment to view or test drive the vehicle, we may collect your name, mobile number, email address and postcode.

2) We use IP addresses for three reasons:

a. To determine whether activity on our domains has been carried out by human activity as opposed to bot or crawler activity.

b. For research purposes in order to help us understand consumer activity and search trends on our web services.

c. To help determine your location to make searching for vehicles more effective.

3) We use cookies on our domains to collect information about how and what you browse on our domains and use this data to create audiences for marketing purposes. For more information about cookies, how we use them, and how to opt out please refer to our Cookies section (5).

4) We retain a log of your correspondence with us including emails, online chat sessions and telephone calls. We retain any personal data contained within these communications for the purposes of providing an audit trail of your interactions with us. We also provide access to this information to our dealers for quality control and monitoring purposes. Recordings of telephone calls are retained for 90 days and recordings of emails are retained for 2 years.

5) Where your inquiry results in the purchase of a vehicle, we may use the vehicle search / regional postcode provided to match additional searches carried out from our classified advertising partner sites. We provide details of the postcode you supply and in line with their respective privacy policies, this is matched to monitor website traffic from Motors.co.uk, Auto Trader & Car Gurus networks. We carry out this process to monitor how many sales are influenced using these individual vehicle classified advertising sites.

6) a. We use an independant customer assurance partner JudgeService to display our customer satisfaction and the percentage would recommend score. We use a trusted third party for this purpose to ensure the feedback collected and advertised are always fair, accurate and independent of our stores. Providing customer satisfaction, reviews or feedback on your enquiry or purchase is optional.

b. If you feel that you have not received a high standard of service, or have not reached a satisfactory resolution, please get in touch with us via our dedicated complaints page, or via [email protected]. Your details are confidential and will be sent directly to an appropriate member of the Carbase Management Team, who will ensure that we address your concerns promptly and directly.

www.carbase.co.uk/complaints/

How long we store your data

We will process personal data for as long as necessary to fulfil the purpose we collected it for, including the purpose of legal, accounting and reporting requirements, and for as long as necessary for the prevention and detection of criminal activity.

The period for which we process and store personal data for varies depending on the use you make of the Website and the products and/or services we offer. We will retain your data for as long as necessary to enable us to satisfy our legal, accounting and reporting requirements. In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

Our basis for processing your data

Carbase processes your personal information on the following grounds:

1) Performance of a contract

Carbase is a retail business carrying out the sale, repair, supply of associated products and services of used motor vehicles. We may answer your questions or respond to your website requests when you require Carbase to do something before or during entering into a purchase contract with us (eg provide a quote). We process the personal data collected during these contact processes in line with the performance of a contract.

2) Consent

Where we process your personal data for direct marketing purposes this is based on us having contained valid opt in consent from you to do so.

You have the right to withdraw your consent at any time though this does not affect the lawfulness of the processing of your personal information prior to that withdrawal. You can withdraw your consent by contacting us at [email protected].

3) Legitimate Interests

Where it is not necessary for us to process personal data for the performance of our contract with you, such as the correspondence logs, then this personal data is processed on the basis of Carbase or the third party to whom we provide the data pursuing legitimate business interests.

It is in our legitimate interest to maintain audit logs of communications between Carbase and buyers and sellers of vehicles via Carbase web services. This is to assist in dispute resolution and for quality and customer assurance monitoring purposes.

Processing undertaken for any other purpose set out above in this section which has not otherwise been specifically dealt with here is processed on the basis of legitimate interests. It is in the legitimate interest of Carbase to understand the activities of those who use our products and services, including websites, to ensure that activity is being undertaken is legitimate, i.e. it is being undertaken by natural persons instead of bots.

Disclosure of your information

We may disclose your personal information to third parties as follows:

1) By submitting your personal data to us through the Website, you consent to your personal data being transferred outside the EEA. By using the Chat Service, you consent to any personal data disclosed in the course of using the Chat Service being processed and stored by the Chat Service provider on its systems outside the EEA.

2) We may use service providers to help us run the Website or services available on the Website, some of whom may be based outside the EEA. Some of our webpages use plugins from third party platforms (such as the 'Facebook Recommend', Facebook Gestures' and 'Twitter Tweet' function). Information about your visit to the Website may be collected by these third party providers on these pages. If you browse these pages whilst still also logged in to your account on the third party platform, information collected by the third party may be connected to your account on the third party platform. For more information on how these third parties use information, please read their privacy policies.

3) We are under a duty to disclose or share your personal information in order to comply with any legal obligation, or in order to enforce our terms and conditions and any other agreements.

4) For the purposes of the prevention or detection of offences, and/or the apprehension or prosecution of offenders, we may share any information that we collect with the Police, other public or private sector agencies, governmental or representative bodies in accordance with the relevant legislation. This will include public authorities, insurance companies, finance companies, automotive advertising companies and/or other agencies.

Cookies

The Website uses cookies to distinguish you from other users. This helps Carbase to provide you with a good experience when you browse the Website and also allows Carbase to improve the Website.

Managing Cookies

You can manage website cookies in your browser settings, and you always have the choice to change these settings by accepting, rejecting, or deleting cookies. If you choose to change your settings, you may find that certain functions and features will not work as intended on the Services. All browser settings are slightly different, so to manage cookies, you should refer to the relevant settings within your browser.

We understand that you may want to know more about cookies. Here are some useful resources that provide detailed information about types of cookies, how they are used, and how you can manage your cookie preferences: www.aboutcookies.org or www.allaboutcookies.org. Please click below for detailed information on how to disable and delete cookies in some commonly used browsers:

Mozilla FirefoxMicrosoft Internet ExplorerGoogle ChromeSafari

Flex Automotive Websites by Motors.co.uk

We use a third party supplier to provide the website Carbase.co.uk. The essential features of our Site require the use of certain cookies so that we can remember your vehicle search selection and what is in your shortlist whilst you continue to browse our Site and/or navigate to different pages of the Site during your browsing session. We are also able to identify you as being logged in to the Site and ensure that you are able to access the appropriate features on our Site.

Cookies:

Vehicle Search Selection SEARCH_ CARMAKE, CARMODEL, UNDEFINED, KEYWORDS, REFVEHICLEID, JSESSIONID, VEHREGLASTLOOKED Price Range / Finance Search Selection SEARCH_ BUDGETSEARCHPERIOD, FINANCECASHINPUT, BUDGETCREDITSCORE, BUDGETSEARCHMILEAGE, BUDGETSEARCHDEPOSIT, MAXPRICE CF_CLIENT_FLEXWEBSITES, TC, LV, HC, cookieconsent

A cookie is a small piece of data that is sent from our web server to your browser, which is saved on the hard drive of your computer, smartphone or other device.

A cookie cannot: Read data off your hard disk or read cookie files created by other sites; Damage your system; Run programmes on your computer; Deliver viruses.

Acceptance

By using the Website, you consent to the collection and use of this information by Carbase and to this Privacy & Cookie Policy.

Cookies: cookie_consent

Live Chat Service

We use a third party supplier to provide the Live Chat Service. The cookies are used to manage your live chat session, to track your preferences and to personalise your experience. You may disable persistent cookies. However, if you disable the session cookie you will not be able to use the Live Chat Service.

Cookies: caoPopInMode

User Selection to minimise display of live chat panel.

If you wish to find out more about the supplier's use of cookies, please refer to their privacy policy at http://www.contactatonce.com/service/serviceprivacy.html

Twilio

We use Twilio, a third party supplier, to provide SMS contact for our online part-exchange valuation service. Twilio do not sell end users' personal information and do not share end users' information with third parties for those parties' own business interests.

If you wish to find out more about the supplier's use of cookies, please refer to their privacy policy at https://www.twilio.com/legal/privacy

To opt out of receiving these SMS messages please follow this link: https://support.twilio.com/hc/en-us/articles/223134027-Twilio-support-for-opt-out-keywords-SMS-STOP-filtering

Force24

We use Force24, a third party supplier, to help retain the communication relationship from business to customer through SMS and Email

Where Force24 store your data: Force24 only store data on their UK Force24 managed secure servers. Your data will never be stored outside the UK and data held will be used to:

  • Improve the content and relevance of what we send to you.
  • Help improve the content we display on our website.
  • Answer any questions you may have submitted and to retain this information to ensure a fast and effective service in the future.
  • Ensure we remain GDPR compliant.

If you wish to find out more about the supplier, please refer to their privacy policy at https://www.force24.co.uk/privacy/

Should you wish to stop receiving emails from Force24, you can

  • Use the unsubscribe link, which will be present within the footer of every email and SMS we send to you. Your subscription preferences will be immediately updated.
  • Write to the Force24 and SoAmpli Data Controller, specifically requesting your removal (addressed to: Data Controller, Force24, Indigo Blu, 14 Crown Point Road, Leeds, LS101EL), your request will be actioned within 28 days of its receipt. You must include your name and email address for us to ensure removal.

E-Sign

We make use of DocuSign and Eversign, third party suppliers that provide electronic signature services for processing documents digitally.

If you wish to find out more about these suppliers please refer to their privacy policies at https://www.docusign.co.uk/company/privacy-policy, and https://eversign.com/legal/privacy.

Motorway

We share limited data with Motorway.co.uk in order to establish which vehicles have been purchased through this service. For more information please visit: https://motorway.co.uk/about

If you wish to find out more about this company's privacy policy, or their use of cookies, please refer to their policies at:https://motorway.co.uk/cookies and https://motorway.co.uk/privacy

If you have an questions, or wish to exercise your rights, you can contact Motorway directly:

Google Analytics

We use Google Analytics to carry out statistical analysis of page use, page interactions and paths through the Website to evaluate and develop our Website. This is known as 'digital analytics'. We may also record certain information that customers provide during a Website purchase or other process.

Cookies:_utma, utmz, ga, gat, gid

Google Analytics Cookie Usage on Websites - Cookie Name - Expiration Time - Description

This information allows us to understand individual behaviours and needs more accurately.For more information on how Google uses the data collected via this service, see here: http://www.google.com/policies/privacy/partners/

To opt out of being tracked via Google Analytics, you can also use Google's opt-out browser add-on: https://tools.google.com/dlpage/gaoptout

Hotjar

Carbase uses services provided by Hotjar Ltd. Hotjar provides services including Heatmaps, Visitor recordings, Funnels and Form Analysis, Feedback Polls, Surveys and Recruiters. The information generated by the tracking code and cookie about your use of the website will be transmitted to and stored by Hotjar on servers in Ireland. Through the Hotjar tracking code the information collected is device specific data.The following information may be collected through your device and browser:

  • your device's IP address (collected and stored in an anonymised format);
  • your email address including first name and surname;
  • device screen size;
  • device type (unique device identifiers) and browser information;
  • geographic location (country only);
  • preferred language used to display the webpage.

Our servers automatically record information which is created upon using Hotjar. This data includes:

  • referring domain;
  • pages visited;
  • geographic location (country only);
  • preferred language used to display the webpage;
  • date and time when website pages were accessed.

Hotjar will use this information for evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Hotjar uses a variety of services hosted by third parties, such as Google Analytics and Optimizely. These services may collect information sent by your browser as part of a web page request, such as cookies or your IP request. For information on how Google Analytics and Optimizely collect and use your information, please refer to their privacy policies. By continuing to use this website, you consent to the processing of the above data by Hotjar and by the third parties used by Hotjar in accordance with their respective privacy policies. The cookies used by Hotjar have differing durations; some are 365 days, some persist for the session only.

Cookies:

_hjClosedSurveyInvites This cookie is set once a visitor interacts with a Survey invitation modal popup. It is used to ensure that the same invite does not re-appear if it has already been shown.

_hjDonePolls This cookie is set once a visitor completes a poll using the Feedback Poll widget. It is used to ensure that the same poll does not re-appear if it has already been filled in.

_hjMinimizedPolls This cookie is set once a visitor minimizes a Feedback Poll widget. It is used to ensure that the widget stays minimizes when the visitor navigates through your site.

_hjDoneTestersWidgets This cookie is set once a visitor submits their information in the Recruit User Testers widget. It is used to ensure that the same form does not re-appear if it has already been filled in.

_hjMinimizedTestersWidgets This cookie is set once a visitor minimizes a Recruit User Testers widget. It is used to ensure that the widget stays minimizes when the visitor navigates through your site.

_hjDoneSurveys This cookie is set once a visitor completes a survey. It is used to only load the survey content if the visitor hasn't completed the survey yet.

_hjIncludedInSample This session cookie is set to let Hotjar know whether that visitor is included in the sample which is used to generate funnels.

To opt out please go to the following link: https://www.hotjar.com/opt-out

Response Tap

Carbase uses services provided by Response Tap. Response Tap provide our Contact Centre Call Intelligence. Through the use of their services our website is able to display dynamic telephone numbers depending on the content of the pages you visit. These allow you to be automatically routed to the correct department relating to the location of the car or Autocentre you are viewing on the website at that time. This system utilises cookies to record the source of your visit and the website content you view before calling. This allows us to measure the advertising sources that generate the calls to Carbase. Your call is recorded and your telephone number is visible to our Contact Centre team.

Cookies used in this process: adiVi, adiV, adiS, adiLP

You can choose to hide your telephone number when dialling through the settings of your smartphone or by dialling 141 before the destination number. If you wish to call us without using this interactive system our contact centre can be called by direct dial on 0117 304 1060.

Audiences

Carbase uses audiences created using Google Analytics cookie data to buy ad inventory through Google DoubleClick

Adwords Conversion tracking - Carbase uses Google Adwords to build audiences. These audiences are used to buy relevant ad inventory to target users on third party sites.

Adwords Remarketing - Carbase uses audiences created using Google Adwords cookie data to buy ad inventory through Google DoubleClick

Opt out: https://www.google.com/settings/u/0/ads/

Facebook - Carbase uses Facebook to buy ads to target users based on browsing behaviour on Carbase.co.uk

Opt out: https://www.facebook.com/help/568137493302217

Twitter - Carbase uses Twitter to buy ads to target users based on browsing behaviour on Carbase.co.uk

Opt out: https://business.twitter.com/en/help/ads-policies/other-policy-requirements/interest-based-opt-out-policy.html

Google Optimize

We use Google Optimize to test improvements to our website in real time. This system is designed using cookies to allow new website features to be tested on a percentage of website users and measure the difference in user experience. This may be as small a change as the colour of a button or as big as a whole new website feature. This approach means that if there is something wrong with a new design or function it can be checked and corrected before all users experience the same difficulty.

Cookies: _gaexp This is used to determine a user's inclusion in an experiment and the expiry of experiments a user has been included in.

NewVehicle.com (iVendi Ltd)

We use iVendi to provide motor finance technologies through our website. The iVendi platform is used by over 7,000 UK motor dealerships and handles 1.2 billion motor finance quotations per day. On the Carbase sites the iVendi platform powers our Monthly Budget Vehicle Search.

View NewVehicle.com cookie policy here: https://my.newvehicle.com/cookie-policy

Quick HP / PCP Examples, Compare Finance Deals Listings, Free Car Finance Check and Apply Online. Any information you enter into this platform is encrypted and secure through https. The platform will also ask you for the appropriate consent as required if you wish to make a application or action based on the information supplied.

We may share select information with trusted third-party finance providers including:

Microsoft Azure Cloud Services

Our website is hosted through Microsoft Azure Cloud Services. Using this global network our website is able to use content delivery network technology, this means the website content is loaded to your device through a location service which accessed the data from the closest data centre to you in the world. For example if you are in the UK the data centres in Ireland or Northern Europe will be faster than waiting for a connection to the USA. This is a great way of ensuring our site loads as quickly as possible. Cookies: ApplicationGatewayAffinity, ARRAffinity

You can read more about privacy settings with Microsoft here, https://www.microsoft.com/en-us/TrustCenter/Privacy/default.aspx

Other tracking technologies

Local shared objects/Flash cookies: Flash cookies, also known as local shared objects, are designed to support browser content supported by Adobe Flash. They are usually used to enable ads and video content on websites. Like other cookies, they will store information on your device, some of which will be specific to the Flash-enabled content. Flash cookies can only be deleted within Adobe Flash rather than via your browser. Please refer to the following help page for information on how to manage your privacy settings and deletion of Flash cookies: www.macromedia.com/support

Web beacons: Our web pages may contain electronic images known as web beacons (also called single-pixel gifs and transparent graphic images) that we use to help deliver cookies on our sites, count users who have visited those sites, deliver services, and analyse the effectiveness of our promotional campaigns, for example. We may also include web beacons in our marketing email messages or newsletters to determine whether an email is opened or if links are clicked.

Web server & application logs: Our servers automatically collect certain information to help us administer and protect the Services, analyse usage, and improve the user's experience. The information collected includes:

  • IP address and browser type
  • Device information including Unique Device Identifier (UDID), MAC address, Identifier For Advertisers (IFA), and similar identifiers we or others may assign
  • Device operating system and other technical facts
  • The city, state, and country from which you access our website
  • Pages visited and content viewed, stored, and purchased
  • Information or text entered
  • Links and buttons clicked
  • URLs visited before and after you use our Services

Pixels

Pixels are small amounts of code placed on a web page, in a web-enabled app, or an email. We may use pixels to learn whether you've interacted with specific web content - as many services do. This helps us measure and improve our services and personalize your experience, including the ads you see.

For more information about Pixels and their usage, please see the following:

Facebook: https://en-gb.facebook.com/business/help/471978536642445?id=1205376682832142 Twitter: https://help.twitter.com/en/safety-and-security/privacy-controls-for-tailored-ads Reddit: https://www.reddit.com/policies/privacy-policy

Third Party Cookies

Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

Where we store your personal data

Carbase will take all reasonable steps to ensure that your data is treated securely and in accordance with this Privacy Policy.

All information (except Payment Card information) you provide to Carbase is stored on secure servers.

Once Carbase has received your information, Carbase will use strict procedures and security features for the prevention of any unauthorised access.

Access to personal information

You have the right to access all personal information supplied to Carbase and rectify any inaccuracies on the information held. Further enquiries should be made to [email protected] or sent to Carbase - Data Protection Office, Aisecome Way, Weston-super-Mare, North Somerset, BS22 8NA

Contact

Questions, comments and requests regarding this Policy are welcomed and should be addressed to [email protected]

Who called me?

Right to know who contacted you and that the numbers are safe. 01179 118 804 is used by Brent Cars Limited T/A Carbase.

Right to complain to the Information Commissioner's Office

Where you believe that Carbase has failed to properly comply with its obligations in respect of your personal information, including your rights as set out above, you can complain to the Information Commissioner.

The Information Commissioner's Office address is:

The Information Commissioner's Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF

You can find more information about their role and how to submit a complaint on their website: www.ico.org.uk