Privacy and Complaints Policy

Privacy Policy

The Autolounge Ltd are committed to protecting and respecting your privacy and personal data. This Privacy Policy describes how we will use your personal information and how you can exercise your rights under the General Data Protection Regulation (GDPR).

Data controller and contact information

The data controller is The Autolounge Ltd . If you have any questions, comments, or requests regarding this Privacy Policy, please feel free to contact us at:

Data Protection Officer

The Autolounge Ltd
Drumlithie

Stonehaven

AB39 3YQ

Purposes and lawful basis for processing personal data

We may collect, process, and use your personal data in the course of supplying vehicles, goods and services to you and to manage our relationship with you, in the following ways:

Processed under the lawful basis of Contract:

• When you enquire about or purchase a vehicle, goods or services from us, we will collect personal information to enable us to respond to your enquiry and to process and complete your purchase.

• When you enquire about purchasing a vehicle on finance, we will collect information to enable third parties to provide finance quotes and agreements.

• We collect personal information from you when you apply for a job with us to enable us to contact you and process your application.

Processed under the lawful basis of Legal Obligation:

• We collect and process your personal information for producing invoices and accounting purposes which is required to meet HMRC legislation.

• We collect personal information from employees to enable us to meet employment law obligations.

Processed under the lawful basis of Consent:

If you have given consent to receive marketing communications from us, we will collect information concerning your marketing preferences and send you communications based on those preferences.

Who we share your personal data with

We do not share your data with any other third parties except:

• if you have given your consent.

• if it is necessary to enable the provision of third party services you have requested (for example to facilitate warranty, insurance or finance quotes or agreements).

• if we are under a duty to comply with any legal obligation.

Third party recipients of your data

Data processors are third parties who provide elements of our business management services for us, who process or store personal data on our behalf. The categories of these recipients are accounting, marketing, software, and website providers.

We have contracts in place with our data processors to ensure they are looking after your data to GDPR standards, which means they cannot use, share or do anything with your personal data unless we have instructed them to do so.

Vehicle documents

Any documents which arrive with a vehicle when it is taken into stock may be shown to any potential buyers and handed to any new owner to ensure the provenance of the vehicle.

Retention periods

Unless otherwise listed below, your personal data will be kept for a period of 7 years in order to comply with HMRC requirements.

Personal data processed under consent will be kept for as long as you consent to its processing. We will seek to refresh your consent at appropriate intervals.

Your rights in regard to your personal data

You have a number of rights in regard to your personal data. These include the right to request access to, rectification or erasure of personal data we hold, or restriction of processing concerning your data, or to object to the processing as well as the right of data portability. If you wish to make any such requests please contact us in writing using the contact details at the top of this page.

Right to withdraw consent

Where we have processed your personal data on the lawful basis of consent, you have the right to withdraw this consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.

Right to complain

If you have any concerns about how we have handled your personal data, please contact us so we may address them.

You also have the right to lodge a complaint with the supervisory authority, the Information Commissioner’s Office, about how we manage your data.

Provision of data

In most cases, the provision of your personal data is necessary to enter into a contract with us.

Changes to this policy

We will regularly review this privacy notice and update it where necessary. This policy was last updated in November 2025.

Complaints Policy

1. Purpose of This Policy

This Complaints Policy outlines how we handle and resolve complaints from customers regarding our motor trade services. We are committed to delivering high-quality work and a fair, transparent process for addressing concerns.

2. Scope

This policy applies to all complaints relating to:

• Vehicle sales (new or used)

• Servicing and repairs

• Diagnostics and mechanical work

• Bodywork and accident repairs

• Parts supply

• Warranty and aftersales support

• Customer service or staff conduct

3. Our Commitment

We aim to:

• Treat all customers fairly, respectfully, and without discrimination

• Respond to complaints promptly

• Investigate issues thoroughly and objectively

• Provide clear explanations and solutions

• Learn from complaints to improve our services

4. How to Make a Complaint

Customers can submit a complaint in any of the following ways:

In writing:
The Autolounge

Stonehaven

Aberdeenshire

AB393YQ

By email:
info@theautolounge.co.uk

By phone:
01224 905111

In person:
Speak to any member of staff, who will direct the issue to the appropriate manager.

Customers should provide as much information as possible, including:

• Name and contact details

• Vehicle details (registration number, make/model)

• Work carried out or purchase details

• Date of incident

• Description of the complaint

• Any supporting documents or photos

5. Complaint Handling Procedure

Step 1: Acknowledgement

We will acknowledge receipt of the complaint within 3 working days, confirming who is handling the case and an expected response timeframe.

Step 2: Investigation

We will investigate the complaint by:

• Reviewing relevant documents or service records

• Speaking to staff involved

• Inspecting the vehicle where required

• Considering relevant motor trade standards and regulations

Step 3: Response

We aim to provide a full written response within 14 working days.
If more time is required—for example, pending diagnostics or third-party reports—we will keep the customer updated.

Step 4: Resolution

Where a complaint is upheld, we may offer:

• Repairs or corrective work

• Replacement parts

• Refund or partial refund where appropriate

• Apology and explanation

• Any other fair remedy based on the circumstances

If the complaint is not upheld, we will provide a clear explanation with supporting evidence.

6. Escalation Procedure

If a customer is unhappy with the outcome, they may request further review by a senior manager.

Where applicable, customers may also refer their complaint to an alternative dispute resolution (ADR) body or trade association, such as:

• The Motor Ombudsman

• Financial Ombudsman Service (for regulated finance or warranty complaints)

• Citizens Advice

Details and contact information will be provided upon request.

7. Record Keeping

We keep detailed records of complaints for at least six years, including:

• Original complaint

• Communications

• Investigation notes

• Final outcome

These records help us monitor trends and improve services.

8. Continuous Improvement

We regularly review complaint patterns to:

• Identify areas for improvement

• Improve staff training

• Review procedures, standards, and customer information

9. Policy Review

This policy is reviewed annually or sooner if regulations, industry standards, or operational needs change.