BMW CUSTOMER
SUPPORT.
Here you will find answers to your questions about your BMW,
as well as contact details and links to key topics.
GENERAL ENQUIRIES.
Call us on: 0800 325 600
Calls are free of charge from all consumer landlines and mobile phones.
We're here:
Monday – Friday from 8am – 7pm
Saturday from 9am – 5pm
Sunday from 10am – 2.30pm
Alternatively, email us on:
Email: customer.information@bmw.co.uk
Tip: in order to help you more quickly, please send us your VIN or registration number or have them to hand during the phone call. You can locate your VIN at the base of the windscreen on the passenger side of your vehicle or within your vehicle registration certificate (V5C).
CONTACT BMW.
BMW Roadside Assistance
If you need BMW vehicle recovery or roadside assistance, you can reach us through your MyBMW App. (The App can provide us data from your car to help us arrange the right support). Alternatively call us on the numbers below.
HOW TO REACH US.
For BMW vehicle recovery, roadside assistance and specialist help please call us on the numbers below:
BMW Roadside Assistance: 0800 777 111
BMW i Roadside Assistance: 0800 777 144
BMW International Assistance: +44 20 8686 2444
We’re here 24 hours a day, every day.
Calls to 0800 numbers are free of charge from all consumer landlines and mobile phones. International call charges can vary, please check with your phone provider for actual costs.
If you have a question on BMW ConnectedDrive, let us know how we can help.
HOW TO REACH US.
Call us on: 0370 5050 157
Calls to 0370 numbers are charged at the local rate, they are typically included in free call packages or inclusive minutes.
We're here:
Monday – Friday, 8am – 7pm
Saturday and Sunday, 9am – 5pm
Or email us on:
Email: bmwconnecteddrive@bmw.co.uk
MyBMW Finance
Did you know you can now manage your finance agreement online with MyBMW Finance? If you’re wanting to obtain a settlement quote, update your personal details or change your payment date, click here to login or register now.
If you wish to update your personal details, change a payment date, request a settlement figure or arrange a vehicle collection you can self-serve using our MyBMW Finance facility here
For matters that can’t be answered via the Online Genius or MyBMW Finance
our Customer Support teams are working from home and are available to provide the support and service customers expect on 0370 50 50 150 (8am–7pm Monday to Friday and 9am–5pm Saturday).
Calls are charged at the local rate, plus your phone company’s access charge.
You can also write to us at:
BMW Financial Services Adwick Park, Swinton, Rotherham S63 5NA
Email us at: customer.services@bmwfs.co.uk
We aim to respond within 48 hours
Discretionary Commissions.
On 11 January 2024 the Financial Conduct Authority (FCA) made an announcement concerning customer complaints involving motor finance agreements, where a discretionary commission was paid to motor dealers between 6 April 2007 and 27 January 2021.
The FCA have introduced a pause, expected to be until 4 December 2025, to our complaints handling process for these customers only (i.e. regarding discretionary commission), while the FCA undertakes an urgent review to assess whether any specific action is required.
Customers affected by the changes are expected to have up to 15 months from the date of their final resolution letter or 29 July 2026 (whichever is the later) to refer their complaint to the Financial Ombudsman Service rather than the usual 6 months.
BMW Group Financial Services are taking all necessary steps to support the FCA during the course of their review and to ensure that affected customers are supported and provided with every assistance to minimise any inconvenience.
Q&A
What is a discretionary commission?
Before January 2021, some lenders allowed brokers (the person that arranges the loan, for example, your car dealer) to adjust the interest rates they offered for car finance.
Typically, the amount of commission earned by a broker was determined by the interest rate that the agreement had been contracted at - the lower the interest rate, the lower the commission the broker received, and vice versa. This was known as a discretionary commission arrangement. Since January 2021, this commission model is no longer allowed.
Which customers could this apply to?
If you entered into a Select, Hire Purchase or regulated Lease Purchase agreement between 6 April 2007 and 27 January 2021 you may be included if a discretionary commission applied.
How do I find out if my agreement was subject to a discretionary commission?
Please complete our discretionary commission enquiry form by clicking the link here.
You’ll need vehicle registration, finance agreement number and any previous postcode / surname at the time of your agreement.
When can I expect to hear from you?
We’ll acknowledge receipt of your enquiry form straight away. We are receiving a large number of enquiries and whilst we’ll reply as soon as we can, it could take up to 88 days. Thank you for your patience.
What should I do if you confirm there was a discretionary commission model applicable to my agreement?
In this case, we will automatically log a formal complaint on your behalf and send you a letter of acknowledgement. No further action is required from you.
We will investigate your complaint but we will not issue a final response until after the FCA has concluded its review in May 2025. This could take up to 4 December 2025. There is no need to contact us in the meantime.
Where can I log a discretionary commission complaint?
You can register a discretionary commission complaint here
Please provide vehicle registration, finance agreement number and any previous postcode / surname at the time of your agreement.
Where can I find further information from the Financial Conduct Authority?
MyBMW FINANCE.
Easy access to your finance agreement 24/7.
Sign in / Register
Customer Complaints Procedure.
If we’ve let you down, we’ll do everything we can to put it right.
Find out more
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.
If something isn’t right, let us know how we can help.
Telephone number: 0370 5050 160
Calls to 0370 numbers are charged at the local rate, they are typically included in free call packages or inclusive minutes.
We're here:
Monday - Friday: 8am - 7pm
Saturday: 9am - 5pm
Calls are free of charge from all consumer landlines and mobile phones.
Or write to us at:
Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire
GU14 0FB
To help us investigate and try to resolve your complaint, please provide us with the following information:
1. Your full name and address
2. Details of how we can contact you
3. Your BMW Centre
4. A clear description of your complaint
5. What you would like us to do to rectify the situation
6. Where relevant, copies of any supporting documentation
If you do not have a customer account with BMW we will ask for some information on ownership, this is normally through a copy of the Registration Document – V5C
Our commitment to you.
Once received, we will notify you of a case reference number and this should be used in any further communication on the complaint.
Your complaint will be assigned to an advisor who will take the lead on your complaint and provide you with updates.
We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.
In some cases we’ll need to contact your BMW Centre for more information. If appropriate, we may refer the complaint directly to them for information or action.
We will do our best to resolve your complaint quickly and aim to resolve complaints within five working days.
We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.
ASK ONLINE GENIUS.
Got a question that only BMW can answer? Search our Online Genius for an instant answer.
CHANGE OF ADDRESS, TELEPHONE OR EMAIL.
Please contact us to change your details on: 0800325600
Calls are free of charge from all consumer landlines and mobile phones.
DATA PROTECTION.
If you have any questions about how we use and protect your data at BMW (UK) Ltd, take a look at our Privacy Policy.
Alternatively, you can email us at the email address below. If you would like to exercise your right to be forgotten, we recommend emailing: Data_protection@bmw.co.uk
PRESS OFFICE ENQUIRIES.
You can find a full list of BMW Corporate Communications contacts here:
STUDENT ENQUIRIES.
BMW has a dedicated website for students that provides free, curriculum-linked educational resources. You can find out more about BMW’s business, careers and products or visit our online learning centre here.
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.
TRADER ENQUIRIES.
If you have a query on a vehicle specification please call the number below:
Calls are charged at £1 per minute, plus your phone company’s access charge.
We’re here: 8am – 7pm Mon – Fri, 9am – 5pm Sat – Sun.
WARNING: FRAUDULENT EMAILS.
Fraudulent emails are being sent that pretend to act on BMW's behalf. These claim, for example, that you’ve won a prize or that you should send or confirm personal information such as your name, address, passwords or financial information, sometimes referred to as ‘phishing’.
If you receive an email from someone purporting to be from BMW, or any division of BMW, which asks you to provide or confirm personal information, do not respond to it or make any payments.
We recommend that you add the sender to your blocked email or spam email list. If you have any doubts concerning the authenticity of any email, please forward it to us at: phishing@bmwgroup.co.uk
SUPPORT WEBSITES.
Find a BMW dealer
Find a BMW dealer near you using the handy BMW Dealer Locator. Simply choose your location.
The BMW Driver's Guide: your digital vehicle information.
The BMW Driver's Guide app explains the features of your BMW, BMW i or BMW M model and provides answers to all your questions about your vehicle.
The BMW Driver's Guide: digital operating instructions for your vehicle.
The BMW Driver's Guide app explains the features of your BMW, BMW i or BMW M model and provides answers to all your questions about your vehicle.
My BMW App.
The direct link to your BMW. See your vehicle and charging status in real time, control vehicle functions remotely and plan routes, charging points and service appointments on your mobile phone.