Customer Complaint Procedure
BMW (UK) Limited (BMW) is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way. BMW 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 you.
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.
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:
9:30am – 5:30pm Mon – Fri
9am – 5pm Sat
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.
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.
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, sending a Summary Resolution Letter if your complaint can be resolved by close of the third business day following receipt. If your complaint relates to our credit broking activities and cannot be resolved by close of the third business day, 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
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
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.
