Privacy, Legal & Cookie Notice

Caffyns has over 150 years of heritage in looking after our Customers interests and we would like to share with you our commitment to the privacy of your information. Caffyns PLC has made every effort to ensure the accuracy of the information contained in this site.

Whilst every effort is made to produce up to date products and specifications, this site should not be regarded as an infallible guide to our vehicles products and services, nor does it constitute an offer for the sale of any particular vehicle.

Caffyns PLC is committed to protecting your privacy, and at the same time we endeavour to use any data we collect from you to provide the best possible service. This privacy policy describes how we collect and use your personal data. This Caffyns PLC site is a UK based website and takes reasonable care to comply with requirements of the UK Data Protection Act 1998 and GDPR (General Data Protection Regulations) with regard to the personal information you supply on this site. The Caffyns PLC site uses a security system that protects your information from unauthorised use. However, as no data transmissions over the Internet can be guaranteed to be 100% secure we cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk. We may occasionally modify this Privacy Statement, such variations becoming effective immediately upon posting to the website and by continuing to use the website, you will be deemed to accept any such variations. Please note that we do provide links to other sites, which may not be governed by this Privacy Policy and you should view the particular privacy policies of those sites for further information.

 

What information does Caffyns collect from you?

We collect information about you online and through our branches when you register with us or place an order for products or services. We also collect information when you voluntarily complete customer surveys, provide feedback or participate in competitions, submit online enquiry and application forms, when we speak with you over the phone, if you contact us via social media or live chat and through certain cookies on our website (See cookie policy for more information).

 

How will we use the information about you?

We use the information collected to enable us to manage and provide the goods or services requested and if you agree to contact you about other products and services we think may be of interest to you.

If you apply to us, or through us, for finance or insurance we will pass your details to the finance or insurance provider. Information provided to us may be put onto a register of claims or shared with other insurers to prevent fraudulent claims. We may share your information with, and obtain information about you from, credit reference agencies or fraud prevention agencies.
If you purchase a vehicle we may pass your details to the manufacturer, DVLA or warranty providers.

Our website uses Cookies to collect standard internet log information (your IP address, browser, and type of device), details of visitor behaviour (referring and exit pages) and date/time stamps of when you visited. We may use this information to administer the website, analyse trends, track your movement around the website and gather broad demographic information, which in turn helps us to make improvements to ensure users are finding what they are looking for. This information is only processed in a way which does not identify anyone. (See cookie policy for more information). 

We use Hotjar in order to better understand our users’ needs and to optimize this service and experience. Hotjar is a technology service that helps us better understand our users experience (e.g. how much time they spend on which pages, which links they choose to click, what users do and don’t like, etc.) and this enables us to build and maintain our service with user feedback. Hotjar uses cookies and other technologies to collect data on our users’ behavior and their devices (in particular device's IP address (captured and stored only in anonymized form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), preferred language used to display our website). Hotjar stores this information in a pseudonymized user profile. Neither Hotjar nor we will ever use this information to identify individual users or to match it with further data on an individual user. For further details, please see Hotjar’s privacy policy by clicking on this link.

You can opt-out to the creation of a user profile, Hotjar’s storing of data about your usage of our site and Hotjar’s use of tracking cookies on other websites by following this opt-out link.

 

Marketing

We would like to use the information we collect to send you information about our products and services, those from other companies in our group and from selected businesses that may be of interest to you.

You have a right at any time to stop us contacting you for marketing purposes or from giving your details to partner businesses. If you consent (or have consented) to receive marketing, you may opt out at a later date by visiting our preference centre on our website www.caffyns.co.uk/preference-centre.

For more details about how your information is used, your rights to access the information we hold or to notify us if you no longer wish to be contacted for marketing purposes please contact us by email at dataprotection@caffyns.co.uk or write to us at Caffyns PLC, Meads Road, Eastbourne ,East Sussex BN20 7DR or telephone us on 01323 730201.

 

Call Recording

Phone calls may be recorded, and any recorded calls will be retained for a period 30 days before deletion and will only be used for training and quality purposes and/or to prevent or detect crime.

Caffyns uses a 3rd party provider (Media Hawk) to provide Voice Recording and Voice Transcription services. In order to provide transcription of the service using ASR (automatic speech recognition) they process the Voice Transcription to extract key phrases from the Voice Recordings. We may select segments of raw or partially processed audio and associated transcribed text from multiple recorded conversations to ensure we are providing the best possible level of service and to identify any areas for future improvement.

Copyright

All rights, including copyright and database right, in the website and its contents, are owned by or licensed to Caffyns PLC, or otherwise used by Caffyns PLC as permitted by applicable law or the copyright holder. You may not copy, reproduce, republish, download, post, broadcast or transmit any text, images, graphic, logo, button, icon, image and their selection and arrangement thereof, and any underlying source code and software, for any commercial or public purpose without prior written permission from Caffyns PLC or the copyright holder.

You may not adapt, alter or create any of the material or information in this site or use it for any other purpose other than for your personal non-commercial use. You agree to use this site only for lawful purposes.

Caffyns PLC reserves the right to use for its own purposes any material submitted to the site, including text and images, either on the site or in any other form, including for publicity purposes. Caffyns PLC reserves the right to monitor submissions to the site and to edit or reject any submissions.

 

Disclaimer

We try to ensure that information on our site is accurate, complete and up-to-date. In using this site, however, you agree to be bound by the Terms & Conditions, which take effect on the date when you first use the site.

Without prejudice to your statutory rights, the site and all information, text, names, images, pictures, logos, links and icons and other materials (without limitation) are provided 'AS IS' and on an 'IS AVAILABLE' basis without representation warranty or endorsement, express or implied. In particular, we do not warrant or represent the accuracy or completeness of information provided on this site nor do we guarantee that use of this site will be uninterrupted or error-free, or that the site and its servers are free of computer viruses or bugs.

In no event will Caffyns PLC be liable to any person for any damage or loss that may arise from the use of any information contained in our site or products displayed on our site, including, without limitation, indirect or consequential damages, or any damages whatsoever arising from use or loss of use, data, or profits, whether in action of contract, negligence or other tortious action, arising out of or in connection with the use of the site.

Notwithstanding anything else in these Terms & Conditions, we will not be liable for claims relating to the functionality or availability of this site.

 

Trademarks

All names, images, logos identifying Caffyns PLC are proprietary marks of Caffyns PLC. All third party brand, product, service and company names contained on this site are the trademarks, service marks and trade names of their respective holders. Caffyns PLC does not give permission for their use by any person other than the holders. Any such use may constitute an infringement of the holders' rights.

 

External links

Caffyns PLC does not represent, warrant, endorse or hold esponsibility over any external sites that may be linked to and from this site. Any external site that you visit by clicking through a link on this site is outside the control of Caffyns PLC and you visit entirely at your own risk.

 

Software disclaimer

The software downloads from this site have been thoroughly scanned and tested at all stages of production, but - as with all new software - we still recommend that you run a virus checker before use. We also recommend that you have an up-to-date backup of your hard disk before using the software. Caffyns PLC cannot accept responsibility for any disruption, damage and/or loss of data on your data or computer system that may occur while using the software. Consult your network administrator before installing any software on a networked computer.

 

Cookies, Beacons and Pixels

Caffyns use cookies to help improve our websites and make your browsing experience more useful and relevant. Some of the cookies we use will expire after you close the browser window. These are called session cookies. Some cookies last longer than this, because they are used to identify return visits to the website or for remarketing purposes. Our website cookies also collect standard internet log information (your IP address, browser, and type of device), details of visitor behaviour (referring and exit pages) and date/time stamps of when you visited. We may use this information to administer the website, analyse trends, track your movement around the website and gather broad demographic information, which in turn helps us to make improvements to ensure users are finding what they are looking for. This information is only processed in a way which does not identify anyone.

Caffyns website uses cookies in a number of ways which are as follows:

Aggregated Site Usage Statistics
Cookies may be placed on your computer, phone or other Internet device to provide us with aggregated data of the usage of this site and the mediums which are driving traffic to the site. The data gathered by these is aggregated and therefore your individual usage of this site cannot be attributed to you.

Essential Site Features
Cookies may be placed upon your computer, phone or other Internet device in order to provide essential site features such as allowing you to compare different cars in stock and complete enquiry forms quickly.

Complimentary Site Features
The site may also use Cookies for certain complimentary purposes such as showing you the car that you last looked at on the home page. All these functions are designed to improve your experience of using the site. If you don't want this site to place Cookies on your device you can disable these using your Internet Browser settings.

Facebook Pixel
We use pixels on our website that track engagement to help us measure the effectiveness of our Facebook ads and serve you with advertisements that may be relevant to you and your interests. No personal information is contained in or collected as a result of using these cookies or pixels.

You can opt out or change your Facebook Ad preferences here https://www.facebook.com/ads/preferences

Disabling/Enabling Cookies:
You can accept or decline cookies by modifying the settings in your browser. However, you may not be able to use all the interactive features of our websites if cookies are disabled. To find out even more about cookies, visit: http://www.aboutcookies.org.uk

   

Behavioral Remarketing

We use remarketing services to advertise on third party websites to you after you visit our website. We and our third-parties use these cookies to analyse, optimise and serve ads based on your past visits to our website.

Google AdWords remarketing service is provided by Google. You can opt-out of Google Analytics for Display Advertising and customise the Google Display Network ads you see by visiting the Google Ads Settings page: https://www.google.com/settings/ads

Facebook remarketing service is provided by Facebook. You can learn more about interest-based advertising from Facebook by visiting this page: https://www.facebook.com/help/164968693837950
To opt-out from Facebook’s interest-based ads follow these instructions from Facebook: https://www.facebook.com/help/568137493302217

  

Jurisdiction

These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales. Disputes arising here shall be exclusively subject to the jurisdiction of the courts of England and Wales.

If any of these Terms should be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these Terms are intended to be effective, it shall be severed and deleted from this clause. All other Terms of Use and Terms & Conditions shall remain in full force and continue to be binding and enforceable.

Caffyns PLC reserves the right to change any of its terms and conditions at any time by posting changes online.

If you do not accept these Terms in full, you must stop using this website immediately.

 

Liability Insurance

Our Liability insurance is with Allianz Insurance plc.

Claims notifications or queries can be made via:

Telephone No: 0344 412 9996

Email: motortradeclaims@allianz.co.uk

Claims Division
Allianz Insurance
500 Avebury Boulevard
Milton Keynes MK9 2XX.

www.allianz.co.uk

 

Distance Selling

Please read these terms carefully, and print and keep a copy of them for your reference.

This website is owned and operated by Caffyns plc, Meads Road, Eastbourne, East Sussex. BN20 7DR.

VAT registration number 661 9179 10
Caffyns plc is a company registered in England No. 105664

If you need to contact us, please call 01323 730201.

Calls to this number are charged at local rate from a standard BT landline. Calls from other networks and mobile phones may vary.

Telephone calls may be recorded or monitored for training and compliance purposes.

Making a contract with us
When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

Once we have checked the price and availability of the goods, we will e-mail you again to confirm that we accept your order, and that a contract has been made between us.

We will not take payment from you until we have accepted your order.

In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.

If the goods are not available, we will contact you and offer you substitute goods. You are under no obligation to accept the substitute goods and it is our responsibility to ensure all goods conform to the contract as agreed.
Before ordering clothing sized as Small, Medium, Large etc, please check against UK sizes with a member of our sales staff. 

We reserve the right to adjust the VAT rate if this changes and you will be informed by email of any such change.

How to place order
Telephone or email the appropriate nearest Caffyns Branch for your make of car and place your order with a member of our Service or Parts sales team. Please make sure we have your full postal and email address. 

Telephone calls may be recorded or monitored for training and compliance purposes.
A confirmation of your order will be emailed or posted to you together with a copy of these terms and conditions and our contact details.

Delivery 
Delivery charges are calculated according to the size and weight of items/packages. Delivery charges for large or fragile items such as body panels, may need to be specifically priced. We will inform you of delivery costs before we consider your order accepted and a contract between us being in place. We will not take payment until we have accepted your order and a contract is in place.

We deliver to the UK only.

Items may be collected from the branch at which the order was placed. Caffyns plc will normally arrange for items in stock to be dispatched the same as or the next working day of the clearance of funds. Items specially ordered on your behalf may be subject to longer delivery times.

We will endeavour to complete all orders within 30 days. If a special order item is likely to be longer than 30 days we will inform you by email and you will be entitled to cancel the order.

If the goods are lost or damaged in transit, please let us know promptly.

Payment
We accept payment by most credit and debit cards. When you place an order the payment will be authorised but not debited. We'll only charge your card when your items are sent out. If an overseas credit or debit card is used the exchange rate will be determined by your payment card issuer.

We accept cheques made payable to Caffyns plc. Please include your address and cheque guarantee card details on the reverse. Please note that paying this way takes slightly longer because we can't send your items out until your cheque has cleared.

Cancellation and returns
You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please write to us at the address shown on your order confirmation. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

If you cancel, you must return the goods to us at your own expense.

You must ensure that the goods are packaged adequately to protect against damage. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you use the goods in any way, other than what is considered necessary to ensure they meet your requirements, and this use results in the value in the goods being reduced or any damage caused to the goods, we will charge you for the reduction in value.

Faulty goods
If there is a problem with the goods, please contact the branch at which you placed the order. We will deal with the matter in accordance with your legal rights.

Refunds
All moneys paid, including outward postage charges, will be refunded within 14 days. If the goods are returned because they are faulty we will also refund the return postage.

Changes to these terms
These terms were last changed on 13th June 2014. These terms apply to your order.

We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.

Caffyns plc may change or add to our terms and conditions for security, legal or regulatory reasons. Caffyns plc will give you notice of any changes or additions. We will not use this right to vary the terms of any special offer which applies to you. You may cancel this contract in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in these terms will reduce your statutory rights relating to faulty or misdescribed goods.

 

Ours Complaints procedure

1. Purpose and Scope
This policy is designed to provide guidance on the way in which Caffyns plc receive and manage complaints. We want to help you, our customer, to resolve your complaint as quickly as possible.

This policy covers:

• our standards;
• how to complain;
• how to contact us;
• what to do if you remain dissatisfied.

2. What is a complaint
A complaint is an expression of dissatisfaction whether justified or not. Sometimes a problem can be resolved quickly, simply by speaking to a member of our staff or a manager in the relevant department/branch. However, if the member of staff considering the matter believes that a more substantive review will be required in order to respond to the issues raised, your complaint will be considered under the formal complaint procedure.

3. Our standards

• We treat all complaints seriously, whatever format they are received in.
• You will be treated with courtesy at all times
• We will deal with your complaint promptly. An acknowledgement of your complaint will be sent to you within 5 working days.
• We will reply to you in full within 4 working weeks.
• If we are unable to reply in full within 4 working weeks we will keep you updated and let you know when we expect to be able to reply in full.
• Complaints received are logged and analysed for business improvement.

4. How to complain
Complaints can be made and received in a variety of ways; by phone, e-mail or letter, but where possible complaints should be made in writing, so that the details of the complaint are clear and complete.

5. What information is required when making a complaint?
Please provide the following:

• Your name, and contact details;
• Vehicle registration, make and model, if applicable;
• Nature of the complaint;
• Dates and times, where known;
• Copies of any supporting documentation, if available.

6. How to contact us
Please address your complaint to the Caffyns dealership where your complaint originated. Their contact details can be found on our Company Website.

7. What to do if you remain dissatisfied

We aim to resolve complaints at the earliest possible opportunity. If you remain dissatisfied you can write to Caffyns plc at their Head Office, and address your complaint to the Company Secretary in the first instance.

Head Office Caffyns plc
4 Meads Road Eastbourne East Sussex BN20 7DR

If your complaint cannot be resolved we will refer you to the Motor Ombudsman. They can be contacted via their website at https://www.themotorombudsman.org/. Complaints can be made online using the enquiry form or telephone at 0345 241 3008 (option 1). Alternatively, you can write to them at:

The Motor Ombudsman 71 Great Peter Street London
SW1P 2BN
United Kingdom

If your complaint relates to the sale of a financial product and you feel that it has not been resolved to your expectations, you have the right to refer your case to Financial Ombudsman Service. To contact the FOS, please call: 0300 123 9123.
Or alternatively, you can write to the FOS at: Financial Ombudsman Service
Exchange Tower
London E14 9SR
Email: complaint.info@financial-ombudsman.org.uk

8. Data Protection
All complaints received are treated with confidentiality and in accordance with the requirements of the Data Protection Act 1998.

9. Quality Controls
Complaints are analysed quarterly by the Audit Committee which is part of the Caffyns plc Board of Directors for the identification of systemic or recurring problems including the time taken to resolve. This helps us to take a closer look at how we can improve our service delivery. Where problems are identified, consideration will be given to the action needed to address these problems.