Privacy policy

At Castle Coachworks, we work hard to improve the services we offer you every day. Taking care of your personal data is an important part of this. We would like our customers to rest assured that their data is kept safe and secure, as well as in line with all relevant data protection legislation.

What does this policy cover: 

The data controller referred to in the policy as “we” or “us” is Castle Coachworks (Northampton) Ltd.

This policy outlines: 

  1. The kind of data we collect 
  2. How and why we collect your data and how we use it
  3. The organisations we work with and how we protect your data 
  4. Your rights and choices when it comes to your personal data 

1. The kind of data we collect 

1.1  In order to process your repairs or provide you with an accurate quotation we may collect:

  • Your name, address and contact details from your insurance company or another work provider company
  • Details regarding the make and model of your car, registration number 
  • Financial information such as bank account details, credit/debit card details, payment and receipt details, refund or credit details
  • CCTV usage and/or recording telephone calls when contacting our customer care line

1.2 When you browse our websites we may collect and/or monitor: 

  • Information about any devices you have used to access our Services (including the make, model and operating system, IP address, browser type, mobile device identifier)
  • Pages you have visited on our website, including clicks to make bookings and links to social media 

1.3 Personal data you may provide when contacting us about our services:

  • Personal data you might provide when making enquires, answering questionnaires, providing feedback, or posting details when you contact us or speak to us through our social media platforms, e.g. your name and contact details. 
  • Your feedback and contributions to customer surveys and questionnaires 

2. How and why we collect and use your data

We need to process your personal data so that we can manage, iterate and improve on the services you require such as facilitating repairs to your vehicle or providing you information about our company.

We use your data in the following ways: 

2.1 To make our services available to you 

  • Process repairs to your vehicle including work by any sub-contractors required to complete these repairs

2.2 Manage and improve our day-to day operations 

  • To hear your feedback and provide evidence to our Manufacturer auditors that we are performing to customer satisfaction
  • We aim to make your experience as user-friendly as possible so we employ cookies and similar technologies such as “tagging” on our Website, to help improve this for you
  • Analysing your online browsing behaviour, in-house and online reservations, purchases and response to our marketing communications helps us better meet your needs as a customer.

What are Cookies? They are small data files that allow a website to collect and store a range of data on your desktop computer, laptop or mobile device.

Why do we use them? Cookies allow us to provide important features and functionality on our Websites. 

They help us:

  • Remember your preferences when you visit us online
  • Understand how well our sites are functioning and raise any errors that you may encounter when browsing
  • Deliver you relevant content on our website, through our marketing platforms and communications (online and off)
  • Measure the effectiveness of our marketing communications i.e. email club, social media and online advertising platforms

To find out more about how cookies work, your rights and how to manage them please visit our cookies policy for more detailed information.

2.3 Contact and interact with our customers

We like to keep you up to date with the progress on the repairs of your vehicle and value your opinion: Throughout the course of your customer journey we may:

  • Contact you to offer assistance or inform you of the timeframe for repairs, by phone, text message, email or post, based on the form of contact you have agreed
  • Contact you regarding any ulterior repairs or amendments to inform you about a vehicle collection 

For customers who engage with our social media platforms, we may:

  • Manage promotions and competitions you take part in, including those we run with our suppliers and online service providers 

2.3 Make your experience more personal

  • As part of our Castle Club service, customers are given the opportunity to sign up to our Club Corner email newsletter which provides relevant information about our services, events and social events throughout the year. 
  • Our customers are under no obligation to sign up to our marketing communications and can change their marketing preferences by unsubscribing (clicking the link at the bottom of our emails) for free at any point. The choice is always yours.

3. The organisations we work with & how we protect your data

First and foremost, as a company we promise never sell or buy data and we are committed to ensuring that any personal data you share with us is safeguarded.

3.1 Service Providers

As a company, we work with carefully selected Service Providers that provide us with certain functions that allow us to meet your needs as a customer.

– AutoFlow provide us with our management system, where we store our customer details for the duration of their vehicles repairs 

– Audatex provide our estimating system with which we can establish cost of repairs for our customers

– Approved Insurance companies that provide us with personal accident claim information

– Non-Fault Accident companies, to whom we supply customer details with their permission

Please note: Whilst we aim to protect your data to the best of our knowledge and belief, we cannot guarantee the security of any personal data that you transfer over the internet to us.

3.2 Sharing your personal data

There are a number of reasons and circumstances where we may be obliged share your personal data:

  • In order to process your repairs including contacting your insurance company or accident claims company 
  • If we are requested to do so by the law or public authority
  • In the instance of establishing, exercising or defending our legal rights, including providing personal data to others for the purposes of the prevention of fraud and/or reducing credit risk, such as credit checks or money laundering checks
  • Should we enter into negotiations about the sale or transfer our any of our businesses to another organisation or any of our rights or obligations under any agreement we may have with you. In the instance of a sale, the organisation receiving your personal data will be able to use your personal data in the same way as us
  • Passing on this information to successors in title to our business.
  • The personal data we collect in not transferred to or stored in countries outside of the UK and the European Union. 

3.3 Keeping your data safe

As a company we understand the importance of keeping your data secure and are committed to doing so by employing the following processes:

  • We adopt appropriate data collection, storage, handling and processing practices and security measures to protect against unauthorised access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
  • We have technological safeguards in place to ensure that data is protected: i.e. firewalls, data encryption to protect against unauthorised access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Sites
  • We are PCI compliant for all credit and debit card payments 
  • We have physical, electronic and procedural safeguards in place in regards to the collection, storage and disclosure of personal data. 
  • We may ask for proof of identity before we share personal data
  • Access to your information is only authorised to employees who require it to perform their jobs.
  • Our databases are cleansed regularly

3.3 Changes to our Privacy Policy

When deemed necessary we reserve the rights to update this policy to ensure that it complies with the current data protection laws and fulfils its purpose. When we do, we will revise the updated date at the bottom of this page. For this reason, Users are encouraged to frequently check this page for any changes regarding how we protect the personal information we collect.

By continuing to view our site we would like you to acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of any modifications.

4. Your Rights

As a company, we aim for transparency and openness regarding access to your own personal data and uphold your rights to amend this at any time. 

You have the following rights in relation to your personal information:

  • The right to be informed about how your data is used
  • The right to access the personal information we hold about you
  • The right to request the correction of any inaccurate personal information we hold about you
  • The right to the removal of your personal information under certain circumstances
  • The right to object to the processing of your personal information, subject to our rights under relevant laws and legislations

   

If you are concerned that any of the details, we hold on you are inaccurate, please contact us and we will be happy to change them or remove them (any and all requests are subject to our legal requirements on record retention).

Under the Data Protection Act 1998, you have the right to see the personal data we hold about you. This is referred to as a Subject Access request.

Should you wish to receive a copy of the personal data we hold about you or you wish to make a complaint in relation to how we have managed your personal data, please write to:

Unit 1
Heathfield Way
Northampton
NN5 7QP 

For further information relating to your rights in relation to your personal data, please visit the Information Commissioners Office website at https://ico.org.uk/

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