Privacy Policy
Last updated: 11th November 2026
Who we are
Tickenham Garage and Tickenham Garage Car Sales are trading names of Caswell Commercials Limited and TJSH Limited. The company is registered in England & Wales, company number 04960296. Our registered office is Tickenham Garage, Stone Edge Batch, Tickenham, North Somerset, BS21 6SE.
We are the controller of the personal information described in this policy. We are registered with the Information Commissioner’s Office (ICO), registration number [ZA779545].
This policy explains what information we collect when you visit our website, phone us, email us, visit us or buy from us. It also covers why we collect it, who we share it with, how long we keep it, and your rights.
Contact us about your data: Data Protection Lead, Tickenham Garage, Stone Edge Batch, Tickenham, Bristol, BS21 6SE · [[email protected]] · 01275 852 035
What we collect and where it comes from
What we collect depends on how you deal with us.
| How you deal with us | What we collect |
| Visiting our website | IP address, device and browser type, pages viewed, time on site, approximate location, cookie identifiers (see Cookies below) |
| Contact form or email | Name, email address, phone number, vehicle registration, details of your enquiry |
| Phoning us (answered by our team or by our AI telephone assistant) | Name, phone number, vehicle registration, reason for calling, your message, date, time and length of the call, and a recording of the call (see Call recording) |
| Workshop, MOT and repair bookings | Name, address, contact details, vehicle details (registration, make, model, VIN, mileage), work carried out, MOT results |
| Ordering parts | As above, plus your registered keeper address and, where needed, driving licence details |
| Courtesy cars and test drives | Driving licence details and a DVLA check code |
| Buying a car or applying for finance | Proof of identity and address, date of birth, address history, employment and income details, bank details, and anything else the lender asks for |
| Number plates | Proof of identity and proof of entitlement to the registration number |
| Visiting our premises | CCTV images |
| Paying us | Card payments are processed by Elavon Bank; we do not store full card numbers |
We also receive information about you from the DVLA (licence checks), DVSA (MOT history), finance lenders and brokers (application decisions) and warranty providers.
Our AI telephone assistant
When our phone lines are busy or outside opening hours, an automated AI assistant may answer your call instead of a member of staff. The assistant tells you this at the start of the call.
The assistant can answer basic questions and take a message: your name, phone number, vehicle registration and the reason for your call. It then passes a written summary to our team, and a member of staff will get back to you.
- The assistant doesn’t keep audio. What you say is processed in real time, only so the assistant can understand and reply. IONOS keeps no audio after the call. Our own phone system still records the call (see Call recording).
- What is kept. After the call, a text summary of the conversation is created, along with the call details (date, time, length and your phone number). The summary is emailed to us and stored in our Microsoft 365 system so the right person can deal with it.
- Who provides it. The service is provided by IONOS under a data processing agreement. IONOS uses a technical subcontractor to run the service. Processing takes place in the European Union. Where any access from outside the UK and EU can’t be ruled out, it is protected by Standard Contractual Clauses or an equivalent safeguard.
- No AI training. The content of your call is not used to train AI models.
- No automated decisions. The assistant does not make decisions about you. A member of our team reads and acts on every message.
- Please don’t share payment card details or other sensitive information with the assistant.
- Prefer to speak to a person? Call back during our opening hours, leave a message asking for a callback, or email us.
Lawful basis: our legitimate interests in answering calls promptly and responding to enquiries. Where you are asking for a booking or a quote, it is also a step taken at your request before entering into a contract.
Retention: we keep call summaries for up to 12 months unless they become part of a job record (see How long we keep your information). IONOS keeps summaries for as long as our contract with it lasts. Live call data is deleted as soon as the summary has been sent.
Call recording
We record all phone calls to and from Tickenham Garage and Tickenham Garage Car Sales. You’ll hear a message telling you this at the start of the call.
We use recordings to:
- keep an accurate record of what was agreed, such as quotes, authorisation for work and vehicle sale terms
- resolve complaints and disputes
- train staff and check the quality of our service
- protect our staff and prevent fraud
Card payments: if you pay by card over the phone, we pause the while you give your card number.
Recordings are stored securely by our phone system provider, Southern Communications Group Limited, under a data processing agreement. Only authorised staff can listen to them. We share a recording only where it’s needed to resolve a complaint, dispute or claim, or where the law requires it, for example with the police or our insurers.
Lawful basis: our legitimate interests in keeping accurate records, resolving disputes and improving our service.
Retention: we keep recordings for 90 days. If a recording is needed for a complaint, dispute or claim, we keep it until that matter is closed.
You can ask for a copy of the recording of your call (see Your rights).
How we use your information and our lawful basis
We only use your information where the law allows. The table shows each purpose and the lawful basis we rely on.
| Purpose | Lawful basis |
| Replying to your enquiries, calls and messages | Legitimate interests; steps at your request before a contract |
| Carrying out servicing, MOTs, repairs and parts orders | Contract |
| Recording MOT results with the DVSA | Legal obligation |
| Selling you a vehicle and registering its warranty | Contract |
| Making number plates (we must check ID and entitlement and keep records) | Legal obligation |
| Introducing you to a finance lender or broker | Steps at your request before a contract |
| Checking your driving licence for test drives and courtesy cars | Legitimate interests (insurance and safety) |
| Sending service and MOT reminders | Legitimate interests; you can opt out at any time |
| Sending marketing and offers | Consent; you can withdraw it at any time |
| Asking for feedback on our service | Legitimate interests |
| Keeping accounting, tax and VAT records | Legal obligation |
| Website analytics cookies | Consent, given through our cookie banner |
| CCTV for security of premises and vehicles [delete if no CCTV] | Legitimate interests |
| Handling complaints and legal claims | Legitimate interests; legal obligation |
When you apply for finance, the lender is a separate controller. It will run credit reference and fraud checks and will give you its own privacy notice explaining how it uses your information.
We do not sell your information. We do not use profiling or automated decision-making that has legal or similarly significant effects on you.
Who we share your information with
We share only what each organisation needs. Our service providers act on our instructions under a written contract and may not use your information for their own purposes.
| Recipient | Why |
| IONOS and its technical subcontractor | AI telephone assistant |
| Microsoft (Microsoft 365, Outlook, Teams) | Email, internal messages and file storage |
| Our website and IT support provider | Hosting, maintaining and securing our website and systems |
| Garage management / booking system | Job cards, bookings, invoices and reminders |
| Elavon | Card payments |
| Parts suppliers | Ordering the correct parts for your vehicle |
| Finance lenders and brokers | Finance applications you ask us to make |
| QBE Warranties | Registering and processing your vehicle warranty |
| Number plate supplier | Producing plates |
| DVLA and DVSA | Driving licence checks and MOT records |
| Website analytics, with your consent | |
| Insurers, professional advisers, police and courts | Where needed for claims, legal advice, or where the law requires it |
If all or part of our business is sold, your information may pass to the buyer. The buyer would have to use it in line with this policy.
International transfers
Most of the information we hold stays in the UK. Some providers process data in the European Union, which the UK recognises as giving adequate protection. Others may process data in the United States or elsewhere. Where they do, we rely on the UK-US Data Bridge or the ICO’s International Data Transfer Agreement or Addendum to keep your information protected.
How long we keep your information
We keep information only as long as we need it, then delete it securely. We review these periods every year.
| Information | How long we keep it |
| Enquiries, messages and AI call summaries that don’t lead to work | 24 months |
| Workshop and MOT records, job cards and invoices | Indefinitely unless requested to be removed, which could take place after 6 years |
| Vehicle sales and finance introduction records | 9 years after the sale |
| Number plate records | 3 years (legal requirement) |
| Driving licence check details | 12 months |
| CCTV footage | 60 days, unless it’s needed for an incident and it would be saved separately |
| Marketing preferences | Until you opt out, plus a record that you opted out so we don’t contact you again |
| Website analytics | As set out in our Cookie Policy |
How we keep your information secure
Our systems use access controls, multi-factor authentication and encryption. Only staff who need your information can see it. We will never ask you to send card or bank details by email. Card payments are taken through our secure payment provider.
If we give you a password or code to access a document, portal or courtesy car, please keep it to yourself.
Cookies and website analytics
Our website uses cookies. Essential cookies make the site work. Analytics cookies, such as Google Analytics / Microsoft Clarity, help us see which pages are used and improve the site, and we only set them if you agree through our cookie banner. If a session-recording tool is used: it records clicks, scrolling and mouse movements on our pages, and masks anything typed into forms. You can change your choice at any time. See our Cookie Policy for full details.
Links to other websites
Our website links to sites run by other organisations, such as finance partners and car listing sites. This policy doesn’t cover those sites, so please read their privacy notices.
Your rights
You have the right to:
- ask for a copy of the information we hold about you
- ask us to correct information that is wrong or incomplete
- ask us to delete your information
- ask us to restrict how we use your information
- object to how we use your information, including an absolute right to stop direct marketing
- ask us to transfer information you gave us to another organisation
- withdraw your consent at any time, where we rely on it
- not be subject to decisions made solely by automated means that significantly affect you
To use any of these rights, contact our Data Protection Lead using the details above. We may need to confirm your identity. We will normally reply within one month, and there is usually no charge. Some rights don’t apply in every situation, for example where the law requires us to keep records. If that’s the case, we’ll explain why.
Complaints
If you’re unhappy with how we have handled your personal information, please tell us first. Email [email protected] or write to the Data Protection Lead at the address above. We will acknowledge your complaint within 30 days, look into it, keep you updated, and tell you the outcome without undue delay.
You also have the right to complain to the Information Commissioner’s Office:
- Online: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
- Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Changes to this policy
We update this policy when the law changes or when we change how we work, such as adding new services. The date at the top shows when it was last updated.