This section details how to manage your agreement, as well as how to end your agreement and the steps for returning your motorcycle.

MANAGING YOUR AGREEMENT

Below are a selection of the most frequently asked questions, which may help with any queries you may have about your finance agreement.
If you can't find the answer to your query, please contact BMW Motorrad Financial Services.

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General

How can I find out how much my settlement figure is?

To request a settlement figure please log in to your agreement through MyBMW Finance. Or contact us via telephone, email or post.

Can I take my motorcycle abroad?

The motorcycle can be taken on short trips of up to 30 days within the EU and cannot exceed 60 days in any calendar year. You must ensure the motorcycle has fully comprehensive insurance and covers you for European travel. If you plan to take the motorcycle abroad, please contact Customer Services on 0370 5050 150.

I have a problem with my motorcycle, what do I do next?

Contact your local BMW Motorrad Centre who will be happy to assist. To locate your nearest BMW Motorrad Centre, please visit click here.

My motorcycle has been damaged. What should I do?

You should have your motorcycle repaired under your motorcycle insurance policy before returning it to us. Any repairs must be in accordance with the manufacturer's recommendations. You must also tell us about any accident damage you've had repaired during the agreement.

What is your bereavement process?

We understand that it can be difficult to arrange financial affairs after the death of someone and we want to make this process as simple as possible.

Please notify us by sending us a copy of the death certificate with a covering letter confirming the executor's details. Please email this information to customer.services@bmwfs.co.uk or post to BMW Financial Services, Customer Services Department, Phoenix One, 59-63 Farnham Road, Slough, SL1 3TN.

Once we have received this information we will update the account and send you a letter explaining your finance agreement options. If you would like someone to talk you through these options, please contact Customer Services on 0370 5050 150.

Making changes to your agreement

How do I change my payment date?

To change your payment date you can either log in to your agreement through MyBMW Finance or contact us via telephone, email or post.

How do I update my bank details?

Please complete a new Direct Debit Mandate Form using the link at the bottom of this section and send to BMW Financial Services, Customer Services Department, Phoenix One, 59-63 Farnham Road, Slough, SL1 3TN.

Once received, it will take five working days for this to be set it up with your bank. It may be necessary for you to make alternative arrangements for your next payment if this is due within five days of submitting the request.

Please note we cannot collect any money due under the agreement from anyone other than you.

How do I update my personal details?

To update your personal details, please log in to your agreement through MyBMW Finance. Alternatively please contact us to submit any changes by calling us on 0370 5050 150.

How do I update my motorcycle registration number?

If you've changed your registration plates, you need to let us know right away so that we can update our records. Please call us on 0370 5050 150.

Can I transfer my agreement to someone else?

All of our agreements are non-transferable.

Is it possible to extend my agreement?

Under certain circumstances it might be possible to extend your agreement. Please call us on 0370 5050 150 to discuss this further.

How do I check my motorcycle has valid road tax?

You are able to check this in real-time by entering the motorcycle registration number on HM Government's check motorcycle tax website.

Returning your BMW Motorcycle

In this section you can find the answer to questions you may have about returning your BMW motorcycle. If you can't find a suitable answer, or would like further information, please contact us. 

If you decide to return your BMW motorcycle, there are a number of things you will need to do before the collection date. This section details the returns process and here you can find guidance on what damage is deemed ‘fair wear and tear’. If you are concerned that your motorcycle has damage that you may be charged for, please refer to our matrix of damage charge costs for an indication of the potential charges.

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Preparing for your inspection

At least 10 days before the end of your contract, please call us on 0370 5050 150 to book your motorcycle inspection.

Our logistics company will carry out your motorcycle inspection, checking for damage that falls outside fair wear and tear guidelines. They will also record the mileage so we can check this against the contractual mileage limit on your finance agreement.

Preparing your paperwork

If you have a BMW Select Agreement, we will require you to send back the V5C to us in order to pass ownership of your vehicle to us, but not before detaching Section 9 of the V5.

Prior to the collection date you can either send Section 9 of the V5C back or complete the notification online to the DVLA, so they know you are no longer the registered keeper of the motorcycle. When the DVLA receive this they will automatically refund any unused road fund tax back to you. At the same time you must send the rest of the V5C document back to us at our free post address. Just include your V5 in an envelope, writing the address as “FREE POST, VEHICLE ADMIN” on the front of the envelope and post back to us. That may seem short, but please trust it will get back to us.

If you are unable to find your V5C, you can request a duplicate online. If we have not received your V5C by the date your motorcycle is due to be collected, you will be invoiced £100 for the loss in value of us selling a motorcycle without a V5C. To book a collection, please call 0370 50 50 150 selecting option 2. Please note you must have your V5C with you as we will need your Document Reference number which is detailed on the front page of the V5C.

If you have a BMW Contract Hire agreement we will manage this process for you.

Personalised number plates

If you have a personalised number plate you'd like to keep, follow the steps below for your type of finance agreement.

BMW Select

If you wish to retain your personalised number plate, use the DVLA’s online service to obtain a new V5C and your plate retention certificate or call them on 0300 790 6802. Please send us your new V5C to us and ensure the number plates on your BMW motorcycle are changed to reflect the new registration.

BMW Contract Hire

If you would like to keep your personalised number plate, you will need to complete a V317 application form. Click below to download the form and find instructions on how to complete it.

Once completed please return the V317 and the plate retention fee to BMW Contract Hire, PO Box 1294, Boongate, Peterborough, PE1 5AH. An administration charge of £14.40 will also become payable once the process has been completed.

If we don't receive anything from you and your personalised plate is still on your motorcycle when it is returned, we will assume you are happy for it to be sold with your motorcycle.

Before the collection

Please review our guide on 'fair wear and tear’ and matrix of damage charges to ensure you are aware of the sort of damage that may incur a charge.

If your motorcycle has been involved in an accident, you should have it repaired under your motorcycle insurance policy before returning it to us. Any repairs must be in accordance with the manufacturer's recommendations and you must tell us about any accident damage you've had repaired during the agreement.

You will need to ensure your BMW motorcycle is taxed, insured and has a valid MOT, where appropriate, up until the point we collect it.

On the day of collection

The motorcycle return process includes a 'fair wear and tear' inspection carried out by a trained inspector, followed by the collection of the motorcycle by a rider. It is important that you are present when our appointed logistics company inspects your motorcycle, as you will need to sign the report to confirm that you agree to the motorcycle's return condition.

Please ensure your motorcycle is clean, road legal, contains a minimum of a quarter of a tank of fuel and is parked with plenty of space around it for the inspector to complete his assessment. The full service history should be given with the motorcycle along with spare keys any other items that came with your BMW motorcycle.

After the motorcycle collection

Once we receive the motorcycle inspection report from the logistics company, we will check if the mileage on your motorcycle has exceeded the agreed limit. If it has, you will be invoiced at the pence per mile rate stated in your finance agreement.

We will also review any damage detailed on the inspection report and raise an invoice for anything that falls outside of what we consider as fair wear and tear.

If your motorcycle was returned after the contract end date we will also charge you a daily rate (your original monthly payment pro-rated).

Payment Queries

I'm having difficulties making my monthly payments, what should I do?

If you are experiencing financial difficulties please call our dedicated Collections team on 0370 5050 150 who will be able to support you and discuss any possible options available.

Please be advised that if you choose not to maintain your monthly payments this could have an adverse effect on your credit rating and may affect your ability to obtain credit in the future. Interest may be charged on any amounts unpaid.

For details of organisations who can offer free and impartial advice click here.

I've missed a payment(s)/one of my payments has been returned, what should I do?

If you make your monthly payments by Direct Debit, you should contact your bank in the first instance. Please be advised that for all direct debit instructions we will make two further attempts to collect your instalment. For all other methods of payment, you should call us immediately on 0370 5050 150. It is important that you keep in contact to advise us of the situation and also to discuss how your payment(s) can be brought back up to date. Please call us on 0370 5050 150 and we will be happy to discuss the options available to you.

Please be advised that if you choose not to maintain your monthly payments this could have an adverse effect on your credit rating and may affect your ability to obtain credit in the future. Interest may be charged on any amounts unpaid.

For details of organisations who can offer free and impartial advice click here.

How can I make payments?
  • Direct Debit - You will need to complete a Direct Debit Mandate Form to confirm your new account details. You can download the form using the button below or through MyBMW Finance. Please fill in and email the completed form to customer.services@bmwfs.co.uk. Alternatively, you can call us on 0370 5050 150. Please be advised that we may ask for additional information if the bank account is not in your name.
  • Card Payment: This is the quickest way to make a payment - simply call our card payment line on 0370 5050 150. We accept the following credit or debit cards at no additional cost: Solo, Switch, Maestro, Visa Electron, Visa Debit, Visa, Mastercard, American Express. Please note that we do not accept payment by credit card for final payments or settlement.
  • Bank Transfer: Our bank details are as follows; Bank Name: HSBC Bank PLC. Payee: BMW Financial Services. Sort Code: 40-41-70. Account Number: 60001953. Reference: Please include your Agreement number as a reference.
  • Standing Order: Our bank details are as follows;- Bank Name: HSBC Bank PLC Payee: BMW Financial Services. Sort Code: 40-41-70. Account Number: 60001953 Reference: Please include your Agreement number as a reference.
  • Cheque Payments - Please make all cheques payable to BMW Financial Services, and send to the following address quoting your agreement number on the reverse of the cheque: BMW Financial Services, The Accounts Department, Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB.
Can I take a payment holiday?

BMW Motorrad Financial Services does not operate a payment holiday policy.

My motorcycle has been written off/stolen and I am waiting for the money from the insurance company. Should I stop my payments?

If your motorcycle has been written off or stolen, please notify us on 0370 5050 150 as soon as possible. You must continue making your monthly payments until the matter has been resolved with your insurance company.

Please be advised, if you choose not to maintain your monthly payments this could have an adverse effect on your credit rating and may affect your ability to obtain credit in the future. Interest may be charged on any amounts unpaid.

What do I do if my motorcycle has been written off/stolen and my insurance pay out doesn't cover what I still owe on my finance agreement?

If the amount paid out by your insurance company is insufficient to cover the outstanding balance on your agreement, you will be required to pay the difference between the insurance company settlement figure, and the amount due to us in settlement of your agreement. If, however, you have BMW Shortfall insurance and paid all the premiums, this will pay the difference between the insurance company settlement and the amount due to settle your agreement.

Can I make additional payments on my finance agreement?

You can make additional payments against your agreement. Please call us on 0370 5050 150.

 

Ending your Agreement

In this section you can find the answer to questions you may have about ending your finance agreement. If you can't find a suitable answer, or would like further information, please call BMW Motorrad Customer Services on 0370 5050 150.

Our lines are open 8am to 7pm Monday to Friday, 9am to 5pm on Saturday and 10am to 4pm on Sunday

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Ending your agreement early

If you decide that you're ready for a change earlier than you expected, you can pay off your agreement early at any time by paying the settlement figure. Please call us on 0370 5050 150.

Withdrawing from your finance agreement

Depending on your agreement type, you may have the right to withdraw from your finance agreement within 14 days of signing, by paying back the balance financed, plus any interest. You will need to make this payment within 30 days of notifying us. Once the notification has been received it is not possible to reverse the transaction.

If you are thinking of withdrawing from your finance agreement please call us on 0370 5050 150.

Our lines are open 8am to 7pm Monday to Friday, 9am to 5pm on Saturday and 10am to 4pm on Sunday.

Voluntary Terminations

Under the Consumer Credit Act 1974 you have the right to end your agreement and hand back the motorcycle at any time before your last instalment is due. You must pay at least 50% of the total amount payable under the agreement, minus sums that you have paid and sums that are due.

If you choose to Voluntary Terminate your agreement you must also pay for any excess mileage or damage deemed to be outside of fair wear and tear. For full details of the fair wear and tear guidelines, and the process should you choose to return your BMW motorcycle, please go to the section Returning your BMW motorcycle above.

If you are thinking of voluntarily terminating your finance agreement please call us on 0370 5050 150.

Your end of agreement options

Your end of agreement options vary depending on which type of finance agreement you have chosen. Here we have detailed your options, but if you have any questions or would like to discuss your options further please call us on 0370 5050 150.

BMW Select (Personal Contract Purchase)

Own a new BMW

The simplest way to get onto a new BMW Motorcycle is to part exchange your current one**.

Go to bmw-motorrad.co.uk or visit your local BMW Motorrad Centre and take a look at the latest range and finance offers.

Keep your current BMW

If you want to keep your BMW motorcycle, simply pay your final payment and you will own your motorcycle outright*. If you would like to spread the costs of the final payment, please contact one of our finance specialists at your local BMW Motorrad Centre or contact us directly on 0370 5050 131.

Return your BMW at the end of your agreement

With your BMW Select finance agreement you have the option to hand your motorcycle back before the optional final payment*** falls due. You will need pay all the regular monthly payments and the final part of your credit arrangement fee, if any. For full details about the process, should you choose to return your BMW motorcycle, please go to Returning Your BMW motorcycle section above.

Terms and Conditions

* The optional final payment is payable at the end of the agreement if you decide to purchase the motorcycle. We remain the owner of the vehicle during the agreement and we may become entitled to recover the motorcycle if you do not keep up your repayments.

** If you part exchange the vehicle for a new BMW, any surplus in the vehicle's part exchange value over the optional final payment can be used as a deposit towards a new BMW.

*** If the motorcycle's value is less than the optional final payment, you can hand it back to us without paying the optional final payment. However additional charges may be payable for both excess mileage (actual mileage higher than agreed contract mileage) and vehicle condition. If your agreement is regulated by the Consumer Credit Act, this contractual option will be in addition to your statutory right to end the agreement early.

Finance is subject to status and available to over 18s in the UK only. Guarantees and indemnities may be required. Finance is provided by BMW Motorrad Financial Services, Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB.

BMW Contract Hire

With BMW Contract Hire*, you enjoy hassle-free riding. At the end of your agreement, we'll write to you reminding you that your hire period is due to end soon, and we'll arrange for the collection of your BMW**. You can then choose to hire another BMW through your local BMW Motorrad Centre.

For full details about the process on returning your BMW, please see section ‘Returning your BMW motorcycle.'

Terms and Conditions

BMW Contract Hire is not available on used motorcycles. We remain the owner of the motorcycle during the agreement and we may become entitled to recover the motorcycle if you do not keep up your repayments. *If the rate of VAT changes during the hiring period, BMW Motorrad Financial Services may change the rental charges. The amount of VAT you can reclaim depends on your businesses VAT status. ** Additional charges may be payable for both excess mileage (actual mileage higher than contract mileage) and vehicle condition.

Hire is subject to status and available to over 18s in the UK only. Guarantees and indemnities may be required. Hire is provided by BMW Motorrad Financial Services, Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB.

BMW Hire Purchase

BMW Hire Purchase is a simple and straightforward way to purchase your BMW motorcycle. We'll write to you to remind you that your agreement is due to end soon. Simply make the final payment and providing that all other payments have been made, you will become the owner of your BMW*.

If you pay by direct debit, this amount will be debited automatically from your account on the agreement end date.

Terms and Conditions

*Provided you have made all of the necessary payments due under your agreement. Please note, we remain the owner of the motorcycle during the agreement and we may become entitled to recover the vehicle if you do not keep up your repayments.

Finance is subject to status and available to over 18s in the UK only. Guarantees and indemnities may be required. Finance is provided by BMW Motorrad Financial Services, Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB.

 

Financial Services Complaints

BMW Motorrad Financial Services is committed to providing products and service of the highest standard. If for any reason you feel we have not lived up to your expectations or you are not entirely satisfied with any aspect of our service please let us know. The information in this section provides a brief overview of how we deal with complaints, our customer complaints process and where to direct any complaints.

BMW Motorrad Financial Services will investigate all complaints competently, diligently and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for the customer.

BMW Financial Services no longer sells PPI. We would like to assist you if you previously held one of our PPI policies and have a query about it.

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CLICK HERE TO VIEW COMPLAINTS DATA external-link-arrow-slim
How to complain about your Finance Agreement

For a new complaint, please complete the complaint form below (all asterisked sections are mandatory).

Customer Complaint Information Form

We’re here:
8.30am - 6pm Monday to Friday
9am - 12.30pm Saturday

Email us at: csescalations@bmwfin.com

Write to us at:
Customer Escalations Team
BMW Motorrad Financial Services
Summit ONE
Summit Avenue
Farnborough
Hampshire
GU14 0FB

Telephone: 0370 5050 197

Calls are charged at the local rate, plus your phone company’s access charge.

What you will need to provide.

To help us investigate and try to resolve your complaint, please provide us with the following information:

  • your name and address;
  • your agreement number, if you have one;
  • details of how we can contact you;
  • a clear description of your complaint;
  • details of what you would like us to do to rectify the situation; and
  • if appropriate, copies of any relevant supporting documentation.

Our Procedures.

We will do our best to resolve your complaint quickly, and will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or

  • within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them,
  • keep you updated on the progress of your complaint, and
  • within 8 weeks of receiving your complaint, we will either:
  1. write to you with our final response and the reasons for providing this response, or
  2. explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it, and
  3. in each case provide you with the contact details for the Financial Ombudsman Service.

If you are still not happy.

If you are dissatisfied with either:

  • our final response, or
  • the reasons for any delay in providing our final response within eight weeks from the day we received your complaint

You can usually ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must 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.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

BVRLA conciliation.

We are also members of the British Vehicle Rental and Leasing Association (BVRLA). All vehicles returned to BMW Financial Services are inspected in line with the British Vehicle Renting and Leasing Association fair wear and tear guidelines. This ensures that all customers are treated fairly with regard to any potential charges upon the vehicle return.

Unresolved complaints may also be referred to them by visiting their website www.bvrla.co.uk or by email to: complaint@bvrla.co.uk or by writing to them at:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

or by Fax: 01494 434499.

How to complain about your Insurance Policy

For details of how to make a complaint in relation to your BMW Motorrad insurance, please select the appropriate insurance product below:

The European Commission's Online Dispute Resolution Service

European legislation guarantees consumers:

  • fair treatment;
  • products which meet acceptable standards;
  • a right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission's Online Dispute Resolution (ODR) Service. For full details please go to: http://ec.europa.eu/consumers/odr/.

Complaints Data

Complaints publication report

Firm name: BMW Financial Services (GB) Limited

Other firms included in this report (if any): None

Period covered in this report: 1st July 2021 – 31st December 2021

Brands/trading names covered: BMW Financial Services, MINI Financial Services, BMW Motorrad Financial Services, ALPHERA Financial Services, Rolls-Royce Motor Cars Financial Services, BMW Contract Hire, BMW Group Financial Services, Alphera Insurance Solutions, Aston Martin Financial Services, BMW Finance, BMW Group Insurance Solutions, BMW Insurance Solutions, BMW Motorrad Finance, BMW Motorrad Insurance Solutions, MINI Finance, MINI Insurance Solutions.

To help you put these figures into context:

The number of insurance related complaints opened during the reporting period is equivalent in volume to 0 complaints per 1000 PPI policies previously sold.

The number of credit related complaints opened during the reporting period is equivalent in volume to 4.67 complaints per 1000 credit-related regulated agreements in place on 31st December 2021.

Payment Protection Insurance (PPI)

PPI Enquiries

The FCA’s deadline (29th August 2019) regarding Payment Protection Insurance Complaints (PPI) has now passed. BMW FS will therefore not consider any complaints about PPI we receive after this date.

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