Protection of your personal data
Privacy notice
Compliance with privacy law is an ethical value of Group RENAULT as stated in its Group privacy policy available at: https://www.renaultgroup.com/en/our-commitments/the-groupe-renault-and-your-personal-data/
Renault UK Limited (Incorporating the Mobilize brand) as part of Group RENAULT takes all necessary steps to ensure that your personal data are processed safely and in accordance with the regulations.
You will find below detailed information about how we use your personal information in relation with our "Mobilize" brand, its activities and its products and services.
This website contains links to external websites which have their own privacy notices.
Your personal data is processed by Renault UK (hereinafter “we” and its derivatives like “us” and “our”), as data controller in the meaning of the applicable data protection regulations.
Renault UK is located in The United Kingdom, The Rivers Office Park,Denham Way, Maple Cross, Rickmansworth WD3 9YS.
Contact details of its data protection officer (DPO) are as follows: dataprivacy@renault.co.uk
"Personal data" means any information that can be used to identify you either directly (such as your name) or indirectly (e.g. using a unique customer number).
Generally speaking, we undertake to collect only the personal data necessary for each of the purposes for which we process your personal data.
The personal data we collect depends on our interaction with you and may include information about:
- Your identity and contact details (surname, first name, postal address, email address, telephone, etc.),
- Data needed to carry out direct marketing and the sending of newsletters,
- Data concerning the use of our website (number of visits, page visited, messages opened, etc.).
As such, the data required to respond to your request or meet the needs of a contract or legal obligation is pointed out in the collection forms (in particular by asterisks). If you do not wish to provide the mandatory data, we may not be able to process your request or provide you with the relevant services.
We provide explanations on why your data is collected, for what purposes we process it and how long we keep it.
When you are in contact with our call centres, our objective is to best meet your demands. To improve the quality of our services and to train and assess our employees, your calls may be recorded. However, you may oppose this at any time and without reason.
Studies and analyses are conducted to measure our performance, assess the quality of our products and services and the level of customer satisfaction, and to continuously improve them.
We wish to draw your attention to our use of your personal data to measure your interactions on social networks and other publicly accessible websites through third-party services (Brandwatch: www.brandwatch.com/legal/user-privacy-policy/). This service allows us to view your online reviews about our brands, products, and various related specific topics. This data also allows us to know and better understand your needs so that we can optimise our decisions on our strategies and products. However, it will never be used for marketing campaigns.
We draw your attention to the fact that Facebook carries out activity and statistics reporting in anonymised form from visits to the "fan page" for the purposes of managing the promotion of Renault's activity, and can also use them to improve the Facebook advertising system. You can get more information about how Facebook processes personal data by consulting its privacy policy available at: www.facebook.com/about/privacy
We may use your personal data for the following purposes:
| Objectives | Legal basis |
|---|---|
| Follow up visits to our website and manage its operation and security. | This processing is based on your consent to cookies stored/read on your device (see our cookies policy), and on our legitimate interest (to provide you with secure sites and applications). |
| Targeted advertising online, content personalisation. | This processing is based on your consent to cookies stored/read on your device (see our cookies policy). |
| Send you our newsletter. | This processing is based on your consent. |
| Responding to your possible requests to exercise rights in relation to your personal data. | This processing is based on our legal obligations. |
| Navigation and interaction with our Facebook fan page | This processing is justified by the contractual relationship you have as a Facebook user. In this context, Renault UK and Facebook are joint data controllers. |
| Requests for information, estimates/quotations, test drives (and possibly recovery of fines related to this test drive), etc. | This processing is justified by the pre-contractual relationship resulting from your request or our legal obligations (cooperation with the authorities for the recovery of fines) |
| Management of your vehicle order (including tracking from manufacture to delivery), registration request, documents order related to your vehicle, contracts (maintenance, extended warranty, connected services), repairs, warranty (including your requests for support), roadside assistance, etc. | This processing is justified by the fulfilment of the agreement you have entered into with us. |
| Management of your user accounts and means of authentication | This processing is justified by the fulfilment of the agreement you have entered into with us. |
| Management of your participation to forums, communities | This processing is based on your consent. |
| Management of your complaints | This processing is based on our legitimate interests (prevention of legal action) |
| Management of our satisfaction surveys, management and response to your opinions, in order to improve customer satisfaction and our products and services, | This processing is based on our legitimate interests (to improve our products and services) |
| Management of our consolidated prospects/customers database | This processing is based on our legitimate interests (to have an up-to-date and consolidated overview of the data) |
| Management of your vehicle relationship, in particular the various operations carried out on your vehicle, | This processing is based on our legitimate interests (following the quality of our products) |
| A vehicle recall due to a quality problem | This processing is based on our legal obligations (regulations on defective products) and on our legitimate interests (to ensure the quality of our products) |
| Invite you to respond to studies within the context of development of new products and services and to measure our brand image, | This processing is based on your consent |
| Produce analyses to measure our commercial performance, including the effectiveness of our marketing operations, | This processing is based on our legitimate interests (to measure the performance of our activity) |
| Research and development of new products and services | This processing is based on our legitimate interests (to improve our products and services) |
| Ensure the quality of our vehicles and parts, including incident and durability studies, | This processing is based on our legitimate interests (to improve our products) |
| Conduct analyses to improve customer satisfaction | This processing is based on our legitimate interests (to improve our products and services) |
| Send advertising campaigns (digital or otherwise) and newsletters, | This processing is based on your consent and/or our legitimate interests (to provide you with relevant information) |
| Games and contests, events and sponsorship, | This processing is based on the contract (acceptance of the rules) |
| Online targeted advertising, customisation of content, | This processing is based on our legitimate interest to share your data with advertising partners to display personalised offers, or based on your consent for cookies stored/read on your device (see our cookies policy) |
| Advanced analysis for marketing customisation (profiling), optimisation of the performance of media campaigns, and improvement of customer and market knowledge | This processing is based on our legitimate interests (to get to know the behaviour of our customers and prospects better and/or to provide you with relevant content) |
| Activate and supply your connected services and embedded applications, manage your accounts and associated contracts. | This processing is justified by the performance of the contract you have entered into with us. |
| Improve and develop our products and services and those of our partners. | This processing is based on your consent. |
| Meet our legal and/or regulatory obligations. | This processing is justified by our legal and/or regulatory obligations, resulting from national or European provisions. |
| Ensuring system cybersecurity. | This processing is justified by our legitimate interest (providing you with secure systems). |
| Ensure your safety on the road (e.g. emergency call, collision risk warning, lane departure detection, speed limiter and automatic emergency braking) | This processing is justified by the fulfilment of the agreement you have entered into with us or our legal obligations |
| Provide and manage your business applications (targeted advertising, breakdown assistance, personalised insurance) | This processing is justified, as appropriate, by your consent or our legitimate interests (providing you with relevant content) or by the fulfilment of the contract you have entered into with us. |
| Support with combating theft (reporting a theft, tracking stolen vehicles) | This processing is justified by the fulfilment of the agreement you have entered into with us. |
| Remote inspection (vehicle and dashboard inspection) | This processing is justified by the fulfilment of the agreement you have entered into with us |
| Provide you with connected services and on-board navigation applications | This processing is based on your consent |
| Manage and provide you with services related to your battery and connected services and associated on-board applications | This processing is justified by the fulfilment of the agreement you have entered into with us |
| Provide you with diagnostics, servicing and maintenance services for your vehicles, systems and maps (warnings related to vehicle operation, MOT date reminder, remote software updates, proactive maintenance, predictive maintenance, etc.) | This processing is justified by the fulfilment of the agreement you have entered into with us, and where applicable our legitimate interest. |
| Provide you with personalised offers (e.g personalised discount towards an upcoming MOT using mileage data to predict MOT or Service event) | Other than where we rely on your consent, this processing is justified by our legitimate interest to enhance and personalise your customer experience. |
In accordance with the regulations, we are committed to keeping your personal data only for the time necessary to achieve the objective pursued, to meet your needs, or to meet our legal obligations.
In determining this time, we take into account, in particular, the following:
- The time required to process your request or complaint,
- Your interest in our brand,
- The need to keep a record of your interactions with us, to effectively manage our business relationship.
- Our legal or regulatory obligations (this is particularly the case for the technical data of our vehicles).
If you subscribe to our “DUO & BENTO” newsletter, your personal data is kept until official launch of the DUO and BENTO vehicles.
If you send a request to exercise your rights, your personal data is kept the time necessary to handle your request (1 to 3 months).
When we no longer need to use your personal data, it is deleted from our systems and records or made anonymous so that we can no longer identify you. However, it may be necessary to archive some of your personal data in order to be able to respond to any legal proceedings, throughout the statute of limitations provided for in the applicable legislation.
Within Groupe Renault and its network members, we ensure that only those people who are duly authorised to process your personal data for their functions and tasks are allowed access.
We may need to share your personal data with Renault SAS. We may also share your personal data with other companies in Groupe Renault, such as Renault MAI, which is responsible for mobility activities (such as car sharing), or subsidiaries offering financial services, such as RCI Banque UK, subject to your consent when required by the regulations. These entities may act as data controller, in accordance with their personal data protection policy, or as processor, to perform tasks according to the instructions we give them.
In order to process all or part of your personal data, we call upon trusted third-party providers acting as processors in accordance with our instructions and solely on our behalf, including:
- Hosting, operation or maintenance of our databases, websites and mobile applications,
- Provision of authentication services,
- Customer relations management (call centres, communication tools, etc.)
- Provision of services relating to our marketing, including the sending of commercial offers,
- Organisation of competitions and events,
- Performance of studies and surveys.
For all of this data sharing, we ensure that we only work with trusted companies and secure these relationships (contracts, audits, guarantees and security tests, etc.).
In some cases, we may share some of your personal data with partners, who will use this data for their own purposes. In such a case, these partners shall act as data controllers and their personal data processing policy shall apply to the data shared. We make sure to ask you for your consent to this sharing when required by the regulations, or at least to enable you to object.
We may also offer you the opportunity to use your social network login data. Please be aware that, in this case, you are sharing your profile information with us. The personal data shared depends on the configuration of the social network platform. Please note that these social networks apply their own privacy policies.
Lastly, we may be required to communicate your personal data to third parties in order to comply with a legal obligation (e.g. to recover a traffic fine following a test drive) or an administrative or legal decision.
Wherever possible, your data is hosted on servers located in the European Economic Area (EEA). However, as some of our service providers are located in countries outside the EEA, your personal data is processed in those countries. Some of these countries may have regulations governing personal data that differ from those of the European Union. In such cases, we take particular care to ensure that this data transfer complies with the applicable regulations, and we implement safeguards to ensure a level of protection for your privacy and your fundamental rights that is equivalent to that offered by the European Union (in particular by using the European Commission’s Standard Contractual Clauses supplemented by the UK Addendum.
5.1- Your rights
You have several rights under personal data protection regulations:
A right of access to your personal data: you have the right to obtain information concerning the processing of your personal data (including the data that is used, for what purposes, etc.) and a copy thereof.
A right of rectification: you have the right to correct your data if it is inaccurate or incomplete, despite our efforts to keep it up to date, enabling us to comply with our obligation to have up-to-date data about you.
A right to erasure (or right to be forgotten): you have the right to have your data erased or deleted. This right may be limited in light of our contractual or legal obligations.
A right to the portability of your data, i.e., under certain conditions, the right to receive the personal data you have provided to us, in a structured, commonly used computerised format, and for it to be transmitted to a third party if technically possible.
A right to object to the processing of your personal data, provided you have grounds connected with your particular situation, and the right to
request the limitation of your personal data processing, in some cases as provided for in regulations.
A right to object to any commercial solicitation (including profiling when used): you can ask at any time not to receive our communications related to our offers, news and events. This right may, in particular, be exercised via the unsubscribe link in each marketing email.
A right to withdraw your consent at any time, for the purposes for which we obtained your consent.
Finally, you have the right to lodge a complaint with the Information Commissioner`s Office (ICO) https://ico.org.uk/ about the processing of your personal data. We encourage you to contact us prior to any claim, so that we may attempt to resolve your problem together.
5.2- How do I exercise them?
You can update your contact details and manage your marketing preferences directly in your user account (My Renault, My Dacia, etc.).
To exercise any of your rights, you can send us your request at any time by email dataprivacy@renault.co.uk or complete this form or contact us by post to: The Rivers Office Park, Denham Way, Maple Cross, Rickmansworth WD3 9YS[We may request certain information or documents (e.g. identity document) when we fail to identify you or to identify your vehicle data.
We may change this information from time to time. We will inform you and/or seek your consent whenever necessary or required. We therefore recommend that you consult this policy each time you visit our website in order to review the latest version.
Version 01 updated Apr 2024