Step 1 - Discussion With Your BMW Centre

Step 1 - Discussion With Your BMW Centre

If you have a concern with either your vehicle or the service you have received at your BMW Motorrad Centre, please firstly raise this with the Service Manager or Head of Business at the BMW Motorrad Centre itself. They are best placed to address your concerns and if required, will contact us directly on your behalf.

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Step 2 - Contacting Us

Step 2 - Contacting Us

Should you remain unhappy with your BMW Motorrad Centre’s response, please contact us by your preferred method from the list below. 

BMW Motorrad Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire GU14 0FB

Telephone: 0370 5050 160
Email: customer.service@bmw.co.uk

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

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;
• 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.

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Our Commitment to You

Our Commitment to You

• We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us
• We will do our best to resolve your complaint quickly, by the end of the next business day if possible. If this is not possible, and your complaint relates to our credit broking, we will:
- 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: write to you with our final response and the reasons for providing this response, or 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. 
• In some cases we’ll need to contact your BMW Motorrad Centre for more information. If appropriate, we may refer the complaint directly to them for information or action
• We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision

Financial Services
If your complaint relates to a finance agreement with BMW Financial Services, please click below for details on BMW Financial Services’ complaint handling procedure.

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Step 3 - What If I Remain Unhappy With Your Response?

Step 3 - What If I Remain Unhappy With Your 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 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. The Financial Ombudsman’s details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

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Motorcycle Industry Association (MCIA)

Motorcycle Industry Association (MCIA)

The MCIA is the trade body for motorcycle manufacturers and importers and companies wholesaling associated products and services. The Code also provides an independent escalation process, through an impartial Chartered Trading Standards Institute (CTSI) approved Alternative Dispute Resolution (ADR) provider, in the unlikely event that a problem occurs and you remain dissatisfied with the outcome of your complaint. The MCIA’s details are:

MCIA
1 Rye Hill Office Park
Birmingham Road
Allesley
Coventry
CV5 9AB
Telephone: 024 76 408 000

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The European Commission's Online Dispute Resolution Service

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/ or use the link below.

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