Existing Finance Customers

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

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.

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

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.

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 bereavement.support@bmwfin.co.uk or post to BMW Financial Services, Bereavement Support Team, Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB

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.

If you have a new motorcycle on order but it won’t be ready by the time you reach the end of your current agreement due to a delay, contact us to discuss your options on 0370 50 50 150 or request an extension by emailing extension@bmwfin.co.uk.

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

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.

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.

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.

All of our agreements are non-transferable.

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

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

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.

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.

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.

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.

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.

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).

If you are concerned about your ability to maintain your current monthly payments, please contact us, we may be able to assist you.

In considering the options available to you, as responsible lenders, we may ask you to provide us with Income and Expenditure information.  The quickest and easiest way to do this is via Open Banking.  Our advisors can discuss this with you in more detail.   Alternatively, click here to request support via a repayment plan.

In the meantime, the following not-for-profit organisations can provide free, confidential, and impartial debt advice and support, should you need it.

• Money Helper – www.moneyhelper.org.uk/debt-advice-locator
• Citizens Advice – www.adviceguide.org.uk
• National Debtline – www.nationaldebtline.co.uk
• Money Advice Service – www.moneyadviceservice.org.uk

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 manual payments, you can make payment via our 24hr automated Card Payment line on 0370 5050 150.

Please note, if you repay the arrears with a credit card you are at risk of escalating debt and additional interest charges.  Before you proceed with this method of payment you may wish to consult with one the free debt advice agencies listed below:

• Money Helper – www.moneyhelper.org.uk/debt-advice-locator
• Citizens Advice – www.adviceguide.org.uk
• National Debtline – www.nationaldebtline.co.uk
• Money Advice Service – www.moneyadviceservice.org.uk

It is important that you keep in contact to advise us of your personal circumstances and to discuss how your payment(s) can be brought back up to date.

Please contact us and we will be happy to discuss the options available to you.  Alternatively, click here to request support via a repayment plan.

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.

• 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.
• MyBMW Finance - It is possible to make a settlement or arrears payment within MyFinance. We use Trustly as our open banking provider. Information about the payment process and the provider is available here.
• 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. The card used must be registered in your name and to the home address we hold on file.
• 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.

Whilst we do not offer a Payment Holiday over and above any payment concessions previously available through a COVID19 Payment Deferral, we may still be able to help you. 

Please do not cancel your Direct Debit arrangement with us. Instead, please contact us to discuss your concerns. Our specialist team are on hand to explore possible solutions based on your personal circumstances.

We can be reached at customer.services@bmwfs.co.uk or by phone at 0370 5050 150.

The following not-for-profit organisations can provide free, confidential, and impartial debt advice and support, should you need it.

• Money Helper – www.moneyhelper.org.uk/debt-advice-locator
• Citizens Advice – www.adviceguide.org.uk
• National Debtline – www.nationaldebtline.co.uk
• Money Advice Service – www.moneyadviceservice.org.uk

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.

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.

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

To update your Direct Debit, please log in through MyBMW Finance. Alternatively you will need to complete a new Direct Debit Mandate Form and send it to us via one of the following methods:

By email to customer.services@bmwfs.co.uk

By post to the following address:
BMW Financial Services,
Adwick Park, 
Swinton, 
Rotherham
S63 5NA

By fax on 0870 5050 285

Once we receive the mandate back from you it will take 5 days to set it up with your bank. It may be necessary for you to make alternative arrangements for the next payment if it is due within 5 days of us receiving the request. Please note we cannot collect any money due under the agreement from anyone other than you.

Open Banking is a quick and efficient way for you to provide us with information regarding your income and expenditure. As responsible lenders, this is information we require to allow us to assess your current financial position to help us consider an affordable repayment plan.

When you agree to participate in Open Banking, you will be sent a link, either by email or SMS, which will allow you to provide us one-time access to your banking information.

Once you have identified the appropriate bank account(s) and agreed to provide the information to us, we are sent a breakdown of your average monthly income and expenditure, providing insight to the disposable income available to you each month after your essential expenditure. We can then review this information and contact you to discuss how we may be able to assist you.

If you are currently in a payment plan or have previously taken a payment deferral with us and since received Notice of Sums in Arrears, please do not worry. These are regulatory notices which are required by law to send to you for information purposes to keep you up to date with the current status of your agreement. So long are you are maintaining your regular monthly payments, or any payments agreed under a payment plan, you don’t need to take any action.

If you have a regulated BMW Select or BMW Hire Purchase agreement you have the right to end the agreement at any time, known as voluntary termination. You must hand back the vehicle and pay the balance to one half of the total amount due under your agreement (if you have not already paid at least one half) and in addition any arrears, excess mileage, and damage charges. We may be able to agree a repayment plan with you for any remaining balance due. This may be subject to an Income and Expenditure review with you to ensure the plan we set is affordable for you.

Details of this right are set out in your agreement under "Termination: Your Rights" and you can see more on our Ending Your Agreement.

For Active Agreements:

Although a payment plan has been agreed, since the regular instalment is not being made, in full, on the originally agreed date, any amounts outstanding for 28 days or more will report late payment markers to the Credit Reference Agencies until such time the agreement is brought back up to date. For the period you remain in a payment plan with us, this will be reflected as ‘an arrangement’ on your credit file.

For Settled or Expired Agreements:

Providing the first payment of your plan is received within 28 days of any outstanding balance falling due, with any subsequent payments being made as per the agreed plan, no late payment markers will be reported to the Credit Reference Agencies. Should the arrangement break at any point due to non or late payment, late payment markers will be reported until such time the balance is cleared, or the payment plan reset.

Your credit file may be impacted if you do not maintain your payments. We are required to report factually and therefore any payment outstanding for more than 28 days will be reported to the Credit Reference Agencies.

You are in Default when you do not adhere to the terms and conditions of the finance Agreement. An example of this would be not making your scheduled payments on time.

It may be possible to amend your regular payment date.

If you are registered with MyFinance, please log onto your account to see what changes can be made.

Alternatively, please call us on 0370 505 0150 and one of our advisors will be happy to assist.

A Default Notice may be issued for continued non-payment and/or a breach of our Agreement terms. Please refer to your Default Notice for details on why it has been issued and if it is possible for you to remedy any breach noted. The notice will also stipulate the expiry date confirming how long the notice is valid for before any further action may be taken by us.

A Default will be recorded against a credit file upon termination of the agreement and will remain for 6 years.

This statement outlines the amount you owe us following the sale of the vehicle. To pay this amount or discuss an affordable payment plan, please contact us on 0370 505 0150. This may be subject to an Income and Expenditure review with you, using Open Banking (with your agreement), to ensure the plan we set is affordable for you.

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.

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.

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 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.

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.}

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 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.}

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

Customer Complaint Information Form

We’re here:
9am – 5.15pm Monday to Friday

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.

For details of how to make a complaint in relation to a BMW Motorrad Insurance Solutions Policy, please see details below:

• BMW Motorrad Bike or Multi Bike Insurance - please refer to the following website
  
• Protect Insurance (BMW Motorrad Shortfall) - please refer to your Policy Wording document
• BMW Motorrad Insured Warranty or Roadside Assistance Insurance - please refer to your Policy Wording document

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 publication report

Firm name: BMW Financial Services (GB) Limited

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

Period covered in this report: 1^st January 2024 – 30^th June 2024  

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, 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 61.97 complaints per 1000 credit-related regulated agreements in place on 30th June 2024.

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.