GENERAL COMPLAINTS
Step 1: Discussion with your MINI Centre
If you have a concern regarding your vehicle or the service you have received at our BMW Centre, please first raise it with the Sales Manager, Service Manager, or Head of Business at the Centre. They are best placed to address your concerns and, if necessary, will contact us directly on your behalf.
Step 2: Contact Us
To help us process your complaint efficiently, please email us using the button below. To allow us to handle your complaint as quickly and efficiently as possible, please provide us with the following information where possible:
Full name
Contact details (preferred contact number, address, and email if applicable)
The BMW Centre you’ve been dealing with
Vehicle registration number (if applicable)
A brief explanation of your complaint or feedback
Phone: <br />01932 589400
Address:<br />Quality Care Control Manager<br />Speed House, Green Lane<br />Hounslow<br />TW4 6BY
Responding to Complaints.
You will receive an acknowledgment confirming that we have received your complaint within three working days. This will include an estimated timeframe for a detailed response and details of the staff member handling your case. We aim to provide a full reply within four weeks. However, if further information is needed, this may take longer. If we are unable to respond within the initial timeframe, we will update you with the reason for the delay and let you know when you can expect a full response.
Step 3: What if I remain unhappy with our response?
The Motor Ombudsman is the UK's government-backed, self-regulatory body for the motor industry.
Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. BMW is accredited to the Motor Industry Code of Practice for New Cars.
Over 7,500 businesses, are accredited to one or more of the Codes covering new cars, sales, vehicle warranties and servicing and repair. These drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.
Website:<br />www.themotorombudsman.org/contact
Address:<br />The Motor Ombudsman<br />71 Great Peter Street<br />London<br />SW1P 2BN
Telephone: <br />0345 241 3008
FINANCE COMPLAINTS
Step 1: Discussion with your MINI Centre
If you have a concern regarding your vehicle finance agreement please first raise it with the Sales Manager at the Centre. They are best placed to address your concerns and, if necessary, will contact us directly on your behalf.
Step 2: Contact Us
To help us process your complaint efficiently, please email us using the button below. To allow us to handle your complaint as quickly and efficiently as possible, please provide us with the following information where possible:
Full name
Contact details (preferred contact number, address, and email if applicable)
The BMW Centre you’ve been dealing with
Vehicle registration number (if applicable)
A brief explanation of your complaint or feedback
Phone: <br />01932 589400
Address:<br />Quality Care Control Manager<br />Speed House, Green Lane<br />Hounslow<br />TW4 6BY
Responding to Complaints.
You will receive an acknowledgment confirming that we have received your complaint within three working dats. This will include an estimated timeframe for a detailed response and details of the staff member handling your case. We aim to provide a full reply within four weeks. However, if further information is needed, this may take longer. If we are unable to respond within the initial timeframe, we will update you with the reason for the delay and let you know when you can expect a full response.
Step 3: What if I remain unhappy with our response?
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.
To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from MINI Financial Services, a trading name of BMW Financial Services (GB) Limited, and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.
If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.
Address:<br />The Financial Ombudsman Service<br />Exchange Tower<br />London<br />E14 9SR
Telephone: <br />0800 0234 567
Email:<br />complaint.info@financial-ombudsman.org.uk
Website: <br />www.financial-ombudsman.org.uk