Help & Information

About My Auto-Trail

My Auto-Trail is operated and maintained by Sargent Electrical Services Limited in conjunction with Auto-Trail V R Limited.

My Auto-Trail data is held on a secure server supported by automatic backups and redundancy. Data security audits are undertaken on a regular basis.

We are continually updating and improving My Auto-Trail. We welcome your suggestions or comments at support@myautotrail.co.uk

Document download links

Support

If you need help or support please see the link below to the new Sargent Help Centre, where you will find support documents within the Knowledge Base section and in the Ticket section the option to raise a support ticket if you need further help.

Sargent Help Centre

Remote Data

The My Auto-Trail system in your vehicle includes a mobile SIM card and prepaid data for the first three years of ownership. The data period is started at the time your account is activated. At the end of the 3 year period you will be able to purchase additional years’ data, and this option will be introduced in the near future.

Remote Control

The My Auto-Trail system can remotely control a number of items within your vehicle. These features can also be controlled for diagnosis and fault-finding purposes by Sargent Electrical Services Limited, Auto-Trail V R Limited and registered Auto-Trail dealers and engineers.

Terms & Conditions

My Auto-Trail is operated and maintained by Sargent Electrical Services Limited in conjunction with Auto-Trail V R Limited.

Here are the terms and conditions to use My Auto-Trail.

1)

Data relating to your account, including name, address, email address, phone number and vehicle serial number will be stored on a secure server and will be made available to Sargent Electrical Services Limited, Auto-Trail V R Limited, the tracking monitoring centre, and registered Auto-Trail dealers and engineers.

2)

System data from your vehicle, including battery voltage levels, water levels, temperature and humidity along with GPS location data will be stored on a secure server and will be made available to Sargent Electrical Services Limited, Auto-Trail V R Limited, the tracking monitoring centre, and registered Auto-Trail dealers and engineers. The data will be used for diagnostic and analysis purposes and to provide help and assistance.

3)

None of the data covered in the points above will be shared with any third parties, except for data requests from legal bodies, government agencies or the police.

Adding a Tracking subscription

You can add a Sargent tracking subscription to your vehicle at any time after purchase of the vehicle. Sargent Tracking is a proactive system and is approved to Thatcham category 6 and category S7 and may reduce your annual insurance premium. Further information about the subscription and how the system works is available under the tracking menu when you are logged into your My Auto-Trail account.

Selling your vehicle

If you are selling your vehicle privately please email support@myautotrail.co.uk and we will transfer the vehicle from your My Auto-Trail account to the new owners My Auto-Trail account. If you sell your vehicle through an Auto-Trail dealership then they will undertake the vehicle transfer removing it from your account. Please note that tracking subscriptions are not transferable, so the subscription will end on the day the transfer takes place and no refund will be given for any remaining time.

Network Coverage and Availability

The My Auto-Trail system uses the 2G mobile network and as such is dependent on this network being available in the vehicles location for the system to operate. As this coverage and network service is beyond our control we cannot guarantee service availability or network performance.

Privacy Policy

This policy describes who we are, why we need to collect your information and how we will use it.

Who we are

Sargent Electrical Services Limited, Unit 39 Tokenspire Business Park, Hull Road, Beverley HU17 0TB.

Main office: 01482 881655

ICO Registration No. Z1612581

Companies House: 3316790

VAT no: GB599043404

By using this specific website and other Sargent communication resources in relation to this product or service you are accepting and consenting the practices described in this policy.

If you have any questions or suggestions, please feel free to contact us by writing to our registered office or emailing us at kelly@sargentltd.co.uk

Please take time to read the following as it contains important information relating to the details you have given or should give to us.

The data we collect about you

Personal data, or personal information, means any information about an individual from which any natural living person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

  • Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth, address, vehicle identification details, subscription data, GPS data, location and vehicle data, and journey data.
  • Contact Data includes billing address, delivery address, email address and telephone numbers.
  • Financial Data includes membership status, bank account, invoice, and transaction details.
  • Transaction Data includes details about payments to and from you and other details of products and services, subscription data in which you have purchased from us.
  • Technical Data includes application software, internet protocol (IP) address, your login data, time zone setting and location.
  • Profile Data includes your username and password, purchases or preferences, feedback and survey responses.
  • Usage Data includes information about how you use our services, in some instances associated products purchased, and contact you may have had with the company in regards to sales, customer and technical support.

We also collect, use and share statistical or demographic data for any purpose (“Aggregated Data”). Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this Privacy Policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data), nor do we collect any information about criminal convictions and offences.

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter with you (for example, to provide you with our services). In this case, we may have to cancel a service you have with us, but we will notify you if this is the case at the time. Where you may fail to provide suitable proof of owner-ship we may contact the Police.

How is your personal data collected?

We use different methods to collect data from and about you including through:

Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

  • Apply for our products or services.
  • Create / register an account for the service you require.
  • Subscribe to our service.
  • Request replacement and / or new products and / or software to be sent to you.
  • Request customer, product or technical support via email, direct communication, via an app, social media or by telephone.
  • Via Auto-Trail V R Limited.
  • Via a dealership or third party of your choice.

We may receive personal data about you from various third parties and public sources as set out below:

  • Auto-Trail V R Limited.
  • Leisure vehicle dealership.
  • Associated technical search information.
  • Police, and any other law enforcement (where applicable).
  • Government organisations / legal entities.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

How we use your information

We will use your information to manage your subscription, services and products and help support you with technical information and or diagnosis, which may include any or all the following purposes:

  • Diagnostic, customer and technical support.
  • Customer relations (including by identifying your requirements and preferences).
  • Providing you with use of app or website.
  • Matching your registration details with our leisure vehicle records.
  • Facilitating insurance claims.
  • Providing customer services, including to administer, support, improve and develop our business, products and services (including the tracking/software).
  • Managing the information you provide when giving us feedback on our products and services.
  • Statistical usage analysis.

Unless you let us know otherwise, in accordance with your subscription agreement or account registration, we may for all the above purposes contact you by mail, phone (including SMS) and email, and also share your information with associate technical support affiliates / employees in order to carry out diagnosis, repairs, updates and provide technical support.

Unsubscribe

You will be able to unsubscribe by contacting support@myautotrail.co.uk however should you do so this may mean we will no-longer be able to perform the contract with you.

Your information includes all the details we hold about you and your transactions.

We will only collect the information we need so that we can provide you with the products and services you expect from us.

Legal basis for processing your data

We may process your personal data for more than one lawful grounds depending on the specific purpose for which we are using your data: including for the performance of our contract with you; where it is necessary to comply with a legal obligation or where it is necessary for our legitimate interests such as for the running of our business and / or to keep our records updated and to track the vehicle and carry out diagnostic, software updates and technical / customer support.

You have the right to withdraw consent to processing your data at any time by contacting us at kelly@sargentltd.co.uk

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

With whom we will share your information

Data relating to your account, including name, address, email address, phone number and vehicle serial number will be stored on a secure server and will be made available to Sargent Electrical Services Limited, Auto-Trail VR Limited, the tracking monitoring centre, and registered My Auto-Trail dealers and engineers.

During the course of our dealings with you we may need to disclose some of your information to insurers, third party underwriters, reinsurers, credit reference, fraud prevention, and law prevention agencies and legal entities that provide service to us to:

  • Assess financial and insurance risks.
  • Prevent and detect crime (i.e. sharing your information with the Police and other law enforcement / legal entities as and when necessary).

We do not disclose your information to anyone other than company authorised personnel / contractor (and, in accordance with this Privacy Policy, our affiliates from time to time) except:

  • Where we have your permission to do so.
  • When we are required or permitted to do so by law.
  • To prevent and detect crime (which will include sharing your information with the Police / other law enforcement entities when necessary or appropriate).

From time to time we may require services from law enforcement agencies that are located outside the UK, and your information may be shared with them for the purposes of providing that service. Where we engage these entities, we look to gain information that they apply the same levels of protection, security and confidentiality that we apply to your information.

We may monitor and record telephone calls and communications with you in order to improve our services (quality and training) and to prevent and detect crime.

Security to protect your information

As required by data protection law, we follow strict security procedures and protocols in connection with the storage, processing and disclosure of your information, to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. This does not apply where we are required by law to pass your information on to any third party.

Retention of your data

We will retain your information for six years after the business relationship has ended, or longer as required by law and / or, regulatory agencies such as the Financial Conduct Authority, HM Revenue and Customs.

Right to rectification

You have a right to update or correct your personal details at any-time. You may do this yourself when you log in to your My Auto-Trail account.

To change your email address, you will need to contact Technical Support at support@myautotrail.co.uk

For other information we hold, changes can be made by contacting kelly@sargentltd.co.uk

If you are selling your vehicle privately please email support@myautotrail.co.uk and we will transfer the vehicle from your My Auto-Trail account to the new owners My Auto-Trail account. If you sell your vehicle through an Auto-Trail dealership then they will undertake the vehicle transfer removing it from your account.

Keeping you informed

We would like to keep you informed by letter, phone and electronic means (including e-mail and mobile messaging) about products, services and additional benefits that we believe may be of interest to you. If you don’t want us to do this, please tell us the next time you call or contact us by writing to our Kelly Connolly at our registered office noted above or by emailing us at kelly@sargentltd.co.uk

Your rights

You have the following rights:

  • The right to ask us to provide you with a copy of the personal information that we hold about you at any time free of charge.

We reserve the right to charge the administrative cost of providing you with the requested information in situations where your request is excessive or unfounded, for instance where your request is repetitive, or you require multiple copies;

  • The right to ask us to update and correct any out-of-date or incorrect personal information that we hold about you free of charge.
  • The right to ask us to delete your personal information that we hold. We will erase your information if there are no applicable laws or regulations barring us from doing so.

If you wish to exercise any of the above rights, please contact us by writing to our Kelly Connolly at our registered office noted above or by emailing us at kelly@sargentltd.co.uk

16 or under

If you are aged 16 or under‚ we will require the consent of your legal guardian or parent. You may obtain a consent form, by emailing us on kelly@sargentltd.co.uk

Third party sites

Our website may contain links to other websites operated by third parties. Our Privacy Policy applies only to the personal information that we collect through this website and we cannot be responsible for personal information that third parties may collect, store and use through other websites. You should always read the privacy policy of each website you visit to understand how its use may impact you.

Complaints

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

Contacting Us

We welcome any queries, comments, or requests you may have regarding this Privacy Policy.

Please do not hesitate to contact us.

Sargent Electrical Services Ltd.
Unit 39 Tokenspire Business Park
Hull Road
Woodmansey
Beverley
North Humberside
HU17 0TB

If you wish to contact us via email, please raise a Support Ticket via our new Help Centre