Terms of use

MS OF USE

These terms of use (together with the documents referred to in them) are the terms of use on which you may make use of our website Carbon VIP [https://carbonvip.co.uk] (our website), whether as a visitor or as a registered subscriber. Use of our website includes accessing, browsing, contributing, engaging in discussion or registering to use our website.

Please read these terms of use carefully before you start to use our website, as they will apply to your use of our site. You may want to print a copy of these terms of use for future reference.

By using our website, you confirm that you accept these terms of use and agree to comply with them.

Other applicable terms

These terms of use refer to our Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our website, you consent to such processing and you warrant that all data provided by you is accurate.

Information about us

https://carbonvip.co.uk is a website operated by Carbon VIP Limited ("We"). We are a limited company registered in England and Wales under company number 04803637 and have our registered office at 36 College Road, Cheltenham, Gloucestershire, GL53 7HX. Carbon VIP is a credit broker, not a lender, and is authorised and regulated by the Financial Conduct Authority (registration number 820093).

Changes to these terms

We may revise these terms of use at any time by amending this page.

Please check this page from time to time to take notice of any changes we made, as they are binding on you.

Please note that some of the provisions contained in our content standards may be superseded by provisions or notices published elsewhere on our website.

Changes to our website

We may update our website from time to time and change the content at any time. The content on our site may be out of date at any given time, and we are under no obligation to update it.

We do not guarantee that our website, or any content on it, will be free from errors or omissions. Please also note that any vehicle descriptions and images are for reference and illustration purposes only and are simply intended to be an indication of the vehicles available rather than an exact or accurate representation of those vehicles.

Accessing our website

Our website is visible to all, but we do not guarantee that our website, or any content on it, will always be available or be uninterrupted. Access to our website is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our website without notice. We will not be liable to you if for any reason our website is unavailable at any time or for any period.

You are responsible for making all arrangements necessary for you to have access to our website.

You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms of use and other applicable terms and conditions and that they comply with them.

Our website is directed to people residing in the United Kingdom. We do not represent that content available on or through our website is appropriate or available in other locations. We may limit the availability of our website or any service or product described on our website to any person or geographic area at any time. If you choose to access our website from outside the United Kingdom, you do so at your own risk.

Your account and password

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us.

Intellectual property rights

We are the owner or the licensee of all intellectual property rights in our website, and in the material we have generated for publication within it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy and may download extracts, of any page(s) from our website for your personal use and you may draw the attention of others within your organisation to content posted on our website.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our website must always be acknowledged.

You must not use any part of the content on our website for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy or download any part of our website in breach of these terms of use, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

No reliance on information

The content on our website is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our website.

Although we make reasonable efforts to update the information on our website, we make no representations, warranties or guarantees, whether express or implied, that the content on our website is accurate, complete or up-to-date.

Limitation of our liability

Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our website or any content on it, whether express or implied.

We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

use of, or inability to use, our website; or
use of or reliance on any content displayed on our website.

If you are a business user, please note that in particular, we will not be liable for:

loss of profits, sales, business, or revenue;
business interruption;
loss of anticipated savings;
loss of business opportunity, goodwill or reputation; or
any indirect or consequential loss or damage.

If you are an individual user, please note that we only provide our website for your private use. You agree not to use our website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any content on it, or on any website linked to it.

We assume no responsibility for the content of websites linked on our website. Such links should not be interpreted as an endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.

We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our platform constitutes a violation of their intellectual property rights, or of their right to privacy.

We will not be responsible, or liable to any third party, for the content or accuracy of any content posted by you or any other user of our platform.

Prohibitive uses

You may use our website only for lawful purposes. You may not use our website:

In any way that breaches any applicable local, national or international law or regulation.
In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
For the purpose of harming or attempting to harm minors in any way.
To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

You also agree:

Not to reproduce, duplicate, copy or re-sell any part of our website in contravention of the provisions of our terms of use.
Not to access without authority, interfere with, damage or disrupt:
any part of our website;
any equipment or network on which our website is stored;
any software used in the provision of our website; or
any equipment or network or software owned or used by any third party.

Interactive services

We may from time to time provide interactive services on our website, including, without limitation, chat rooms, forums, and social networking pages (interactive services).

Content submitted to our interactive services is moderated by both technical measures and human moderators from within our website’s communities. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our website, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.

The use of any of our interactive services by a minor is forbidden.

Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.

Accessibility statement

We are committed to providing a platform that is accessible to the widest possible audience, regardless of technology or ability. We are actively working to increase the accessibility and usability of our EdCentral platform and in doing so aim to adhere to many of the available standards and guidelines.

Web accessibility initiative

Our website endeavours to conform to level A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 1.0. These guidelines explain how to make web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user-friendly for all people.

Standards

We will continue to develop our website in accordance with guidelines promoted by the World Wide Web Consortium (W3C), the National Institute for the Blind (RNIB) and the Plain English Campaign.

Our website displays correctly in current web browsers. If you view our website on an older browser, you may find pages don't display as intended if the browser isn't standards-compliant. We recommend you upgrade your browser to the latest version of Chrome, Safari, Internet Explorer or Firefox to get the most from our website.

Exceptions

Whilst Carbon VIP strives to adhere to the accepted guidelines and standards for accessibility and usability, it is not always possible to do so in all areas of our website. We are continually seeking out solutions that will bring all areas of the website up to the same level of overall accessibility. In the meantime should you experience any difficulty in accessing the Carbon VIP website, please don't hesitate to contact us.

Content standards

These content standards apply to any and all material which you may contribute to our website (contributions), and to any interactive services associated with it.

You must comply with the spirit and the letter of the following standards. The standards apply to each part of any contribution as well as to its whole.

Contributions must:

Be accurate (where they state facts).
Be genuinely held (where they state opinions).
Comply with applicable law in the UK and in any country from which they are posted.

Contributions must not:

Contain any material which is defamatory of any person.
Contain any material which is obscene, offensive, hateful or inflammatory.
Promote sexually explicit material.
Promote violence.
Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
Infringe any copyright, database right or trade mark of any other person.
Be likely to deceive any person.
Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
Promote any illegal activity.
Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
Be likely to harass, upset, embarrass, alarm or annoy any other person.
Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
Give the impression that they emanate from us if this is not the case.
Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse.

Suspension and termination

We will determine, in our discretion, whether there has been a breach of these terms of use through your use of our website. In particular, failure to comply with our content standards constitutes a material breach of the terms of use. When a breach of our terms of use has occurred, we may take such action as we deem appropriate. This may result in our taking all or any of the following actions:

Issue of a warning to you.
Immediate, temporary or permanent removal of any posting or material uploaded by you to our website.
Immediate, temporary or permanent withdrawal of your right to use our website.
Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
Further legal action against you.
Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

We exclude liability for actions taken in response to breaches of our terms of use. The responses described in these terms of use are not limited, and we may take any other action we reasonably deem appropriate.

Viruses

We do not guarantee that our website will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programs and platform in order to access our website. You should use your own virus protection software.

You must not misuse our website by knowingly introducing viruses, Trojan horses, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our website. You must not attack our website via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our platform will cease immediately.

Linking to our website

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our website within any website that is not owned by you.

Our website must not be framed on any other site, nor may you create a link to any part of our website other than the home page without gaining prior permission from us by contacting us. We will aim to respond within 24 hours to any such request.

We reserve the right to withdraw linking permission without notice.

We reserve the right to change the address/location of pages on our website without notice and will not responsible for any broken links that result from such changes.

The website in which you are linking must comply in all respects with our content standards.

If you wish to make any use of content on our website other than that set out above, please contact us to obtain permission.

Third party links and resources on our website

Where our website contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources.

Applicable law

If you are an individual, please note that these terms of use, subject matter and its formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Reporting abuse

If you notice any form of abuse, which you believe may be in contravention of any of these terms of use, please contact us with the details and we will give the matter our urgent attention.

Contact us

To contact us, please use our contact us form.

Thank you for visiting Carbon VIP. We hope you enjoy using our website and we look forward to being of service to you.

Cookie Policy

Our website uses cookies to distinguish you from other users of our platform. A cookie is a small file of letters and numbers that we put on your computer if you agree. These cookies allow us to distinguish you from other users of our website, which helps us to provide you with a good experience when you browse our site and also allows us to improve our website.

We use the following cookies:

Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our site.
Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our site works, for example, by ensuring that users are finding what they are looking for easily.
Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our platform and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.

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.

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our platform.

Except for essential cookies, all cookies will automatically expire after 12-month period of non-use.

Uses made of the information

We use information held about you in the following ways:

Information you give to us. We will use this information:

to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services you require;
to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about;
to notify you about changes to our service;
to ensure that content from our website is presented in the most effective manner for you, your computer and your other devices.

Information we collect about you. We will use this information:

to administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
to improve our website to ensure that content is presented in the most effective manner for you, your computer and your devices;
to allow you to participate in interactive features of our website, when you choose to do so;
as part of our efforts to keep our website safe and secure;
to measure or understand the effectiveness of promotions or advertising we serve to you and others, and to deliver relevant promotions or advertising to you;
to make suggestions and recommendations to you and other users of our website about goods or services that may interest you or them.

Information we receive from other sources. We may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).

Privacy Policy

At Carbon VIP [https://carbonvip.co.uk] ("We") are committed to protecting and respecting your privacy.

This policy (together with our terms of use and any other documents referred to within it in this regard, (such as our plain English overview of our practice) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting Carbon VIP [https://carbonvip.co.uk] you are accepting and consenting to the practices described in this policy.

For the purpose of the General Data Protection Regulations (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (‘GDPR’) and the Data Protection Act (DPA) 1998 (the Acts), the data controller is Carbon VIP Limited of 36 College Road, Cheltenham, Gloucestershire, GL53 7HX.

Information we may collect from you

We may collect and process the following data about you:

Information you give to us: you may give us information about you by filling in forms on our website [https://carbonvip.co.uk] or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register on our website, subscribe to our service, comment on articles, participate in discussion forums or other social media functions on our website, and when you report any problem with our site. In addition to the type of vehicle you require and your preferences in relation to that vehicle and its associated lease, other information you give us may include your name, current and previous address details, e-mail address, phone number, marital status, living status, occupation/employment details and bank details.

Information we collect about you: with regard to each of your visits to our website we may automatically collect the following information:

technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our platform (including date and time); articles you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

Information we receive from other sources: we may receive information about you if you use any other services we provide. In this case, we will have informed you when we collected that data that it may be shared internally and combined with data collected on this website. We also work closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.

Cookies

Our platform uses cookies to distinguish you from other users. A cookie is a small file of letters and numbers that we put on your computer if you agree. These cookies allow us to distinguish you from other users of our platform, which allows us to provide you with a good experience when you browse our platform and also helps us to improve our services.

We use the following cookies:

Strictly necessary cookies. These are cookies that are required for the operation of our platform. They include, for example, cookies that enable you to log into secure areas of our platform.
Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our platform when they are using it. This helps us to improve the way our platform works, for example, by ensuring that users are finding what they are looking for easily.
Functionality cookies. These are used to recognise you when you return to our platform. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
Targeting cookies. These cookies record your visit to our platform, the pages you have visited and the links you have followed. We will use this information to make our platform and any advertising that may be displayed on it more relevant to your interests. We may also share information with third parties for this purpose.

Please note that third parties may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

Except for essential cookies, all cookies will automatically expire after a 12-month period of non-use.

Uses made of the information

We use information held about you in the following ways:

Information you give to us. We will use this information:

to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services you require;
to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about;
to notify you about changes to our service;
to ensure that content from our website is presented in the most effective manner for you, your computer and your devices.

Information we collect about you. We will use this information:

to administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
to improve our website to ensure that content is presented in the most effective manner for you, your computer and your devices.;
to allow you to participate in interactive features when you choose to do so;
as part of our efforts to keep our website safe and secure;
to measure or understand the effectiveness of promotions or advertising we may serve to you and others, and to deliver relevant promotions or advertising to you;
to make suggestions and recommendations to you and other users of our website about goods or services that may interest you or them.

Disclosure of your information

We may share your information with selected third parties including:

Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you.
Analytics and search engine providers that assist us in the improvement and optimisation of our website.

We may disclose your personal information to third parties:

In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
If Carbon VIP Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of Carbon VIP Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

Where we store your personal data

The data that we collect from you will be stored at a destination in the European Economic Area ("EEA"). We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our platform; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Your rights

The Data Protection Act (DPA) gives you the right to access information held about you, and this right can be exercised at any time in accordance with the DPA.

The General Data Protection Regulation (GDPR) has extended these rights, giving you: the right to be informed; the right to access; the right to rectification; the right to erasure; the right to restrict processing; the right to data portability; the right to object; and the right not to be subject to automated decision-making including profiling.

You also have the right to ask us not to process your personal data for marketing purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing at any time by contacting us.

Our website may, from time to time, contain links to and from the websites of our partner networks, sponsors, advertisers and affiliates. If you follow a link to any of these websites, please note that they have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access to information

The Acts give you the right to access information held about you and this right can be exercised in accordance with the Acts.

If you are a Carbon VIP subscriber, you can control your privacy settings and amend and/or delete any personal information you gave us on registration via your profile area. Should you wish to make a further access request in accordance with the DPA or the GDPR, simply contact us using the subject line ‘Access request’ and detailing your request/s in the email. We aim to comply with such requests within seven days and at the most within 30 days of receiving your request.

Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy.

Contact

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to This email address is being protected from spambots. You need JavaScript enabled to view it.

Plain English notice of practice

Welcome to Carbon VIP’s plain English notice of our practice

In compliance with the General Data Protection Regulations (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (‘GDPR’) this is a plain English notice briefly outlining our practice in relation to:

the information we hold about visitors to our website (visitors)
the information we hold about our clients (clients)
our data collection
our processing policies and procedures.

Links to our legalese policies can be found at the foot of this page.

Who we are and what we do

Carbon VIP Limited is a service which helps professional sportspeople and celebrities locate a vehicle through specific car manufacturer ‘new car’ VIP schemes.

We have special relationships with car manufacturers and dealerships offering these VIP schemes and will locate suitable vehicles on behalf of our clients. Having found a vehicle, Carbon VIP will then act as a broker between the client and the dealership with the client's desired car.

Our privacy ethos

Carbon VIP is committed to safeguarding the personal data of our clients, contacts and website visitors. We take your privacy seriously and only use your personal information to administer your account and to provide the services you have requested from us. How we collect and store information depends on whether you visit the Carbon VIP website as a visitor or whether you are one of our clients. Certain types of information are automatically collected when anybody visits our website. These are outlined below.

Cookies and server logs - and how we sue them

Every device connected to the Internet is allocated a number called an IP (Internet Protocol) address. The format looks like this: 123.45.67.89

Depending on which Internet service you opt for, your service provider may allocate a different IP address each time you connect. Alternatively, you may have a ‘static’ IP address that never changes.

Some cookies are necessary to enable you to login to the member area. Cookies and server logs use IP addresses to record interactions with websites. This information can subsequently be analysed through Google Analytics. We use Google Analytics so we can understand which parts of the Carbon VIP website are the most popular and which types of devices are being used to access the site. This helps us make decisions about where to invest our development efforts and what sort of devices we need to optimise our website for. We do not monitor individuals’ data specifically, we look at the collective data to help us determine trends. We collect this type of data from our website visitors and from our Carbon VIP clients.

If you would like to know more about how Google uses data when you visit a website that uses Google Analytics, please visit https://www.google.com/policies/privacy/partners/

We do not have Google's 'User ID' feature enabled. Neither have we enabled Google's 'data collection for display and search remarketing' functionality.

Other things to be aware of:

When you follow a link from Carbon VIP to any other site, we have no control over what, if any, tracking technologies those sites may employ or how they may use them.

Most browsers automatically accept cookies. The browser companies (e.g. Google Chrome, Microsoft Internet Explorer, Microsoft Edge, Mozilla Firefox, Apple Safari) control these settings. However, your browser’s help page will tell you how to limit or decline cookies and you can change your settings to notify you when a cookie is being set or updated, or to block cookies altogether.

For general information about cookies, and how to disable them, you may find a visit to www.allaboutcookies.org useful. You can also manage the use of Adobe Flash technologies, including Flash cookies, within the Flash Player Help area of the Macromedia website.

Bear in mind that if you do choose to decline cookies, you may not be able to sign in, customise, or use features on some websites. Similarly, disabling Flash technologies may impact on your experience using some websites.

Information we hold about our clients and what we do with it:

When you complete a Vehicle Request Form and become a Carbon VIP client you provide us with the information requested on that form and give us your permission to pass those details on to the supplier of your vehicle. As your request is processed, a credit reference agency search may be made and this will be recorded by the credit reference agency.

Sensitive information

No debit or credit card information or bank details are stored on our servers.

Third parties

It is not our intention to allow any advertising on our site. However, if that policy ever changes we guarantee never to share any identifiable information with advertisers or any other third parties.

How and where we store your personal data

Our servers use the most up-to-date security and encryption protocols to protect and preserve your data. These are hosted in one of the UK's largest Tier 4 data centres and operate full end-to-end SSL encryption for all data transfers. Backups are taken regularly which are each fully encrypted and stored in a secure limited-access area within the same data centre.

As you may already be aware, the transmission of any information via the Internet cannot be guaranteed to be completely secure. As such we cannot vouch for the security of the data you transmit to our website, any transmission is at your own risk. However, on receipt of your information, we will use strict procedures and security features to try and prevent unauthorised access.

Emails from us

When you register with Carbon VIP this automatically adds you to our email lists. These are administered through MailChimp and you can opt-out of receiving any or all of our emails at any time.

Examples of emails we may send you:

details of vehicles available at the time your existing VIP scheme is due for renewal
information about our referral schemes and/or our loyalty schemes
website alert messages such as planned outages, new features, and changes to our privacy policy
ad-hoc announcements about enhancements to the Carbon VIP website or Carbon VIP services
information about special offers we have negotiated with affiliates or partners and which we believe may be of interest to you.

Your rights

The Data Protection Act (DPA) gives you the right to access information held about you, and this right can be exercised at any time in accordance with the DPA.

Should you wish to make an access request in accordance with the DPA or the GDPR, simply contact us using the subject line ‘Access request’ and detailing your request/s in the message box. We aim to comply with such requests within seven days and at the most within 30 days of receiving your request.

Thank you for taking the time to read this notice. We encourage you to also review the legalese versions of our cookie policy, our privacy policy and our terms of service

How to make a complaint

Our aim is always to provide an exceptionally high level of service to all our clients. Where clients feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you.

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Our complaints contact details are:

Online: https://carbonvip.co.uk/contact

By telephone: 07718 088188

By letter to: Carbon VIP Limited, 36 College Road, Cheltenham, Gloucestershire, GL53 7HX

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

your full name and preferred contact details
your order or vehicle registration number
full details of your complaint
copies of relevant paperwork
what you expect us to do to put things right
any other information that you think may be relevant.

What we do if we receive a complaint from you

Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Complaint Process

Your case reference will be your order/contract number.
We will give you the name and title of the person handling your complaint.
We will send you written acknowledgement within 3 working days of receiving your complaint.
Make contact to seek clarification on any points where necessary.
Fully investigate your complaint internally and third parties where relevant.
Keep you informed and fully updated regarding any progress.
Discuss with you our findings and our proposed response.
Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority.

Investigation

The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:

deal with complaints promptly and fairly
give complainants clear replies and, where appropriate, fair redress.

Eligibility

It is Carbon VIP’s policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
The Complainant must allege that they have suffered, or may suffer, financial loss, material distress or material inconvenience.

Final Response

This will set out clearly the Carbon VIP decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Where appropriate we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
indicate whether we consent to waive the relevant time limits.

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.
We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.
Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters).
Provide the relevant addresses of the Financial Ombudsman Service.
Refer to the availability of further information on the website of the Financial Ombudsman Service.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: www.financial-ombudsman.org.uk