BMW Financial Services Customer Complaints.

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:
• 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, and
• in each case provide you with the contact details for the Financial Ombudsman Service

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.

Call us on: 0300 123 9 123

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

We're here:

8am - 8pm Monday to Friday (excluding bank holidays)
9am - 1pm Saturday

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

Write to us at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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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

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