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.
Easy access to your finance agreement 24/7.
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 and non-discretionary commissions
In January 2024, the Financial Conduct Authority (FCA) launched a review of historical discretionary commissions in the motor finance sector together with a pause to complaints handling on this topic. An unexpected Court of Appeal decision concluded that there could also be consumer harm where other types of commission were paid. The UK Supreme Court is due to consider this judgement in April 2025.
Until the Supreme Court makes a decision, the FCA has decided to pause all motor finance commission complaints. This means you won’t receive a final response to a commission complaint until after 4 December 2025.
You will then have up to 15 months from the date of our final response letter or until 29 July 2026 (whichever is the later) to refer your complaint to the Financial Ombudsman Service. In the meantime, we’ll acknowledge your complaint and keep you informed of any developments.
BMW Group Financial Services is taking all necessary steps to support the FCA during the course of its review and to ensure that affected customers are supported and provided with every assistance to minimise any inconvenience.
Q & A
Which customers could this apply to?
If you entered into a regulated motor finance agreement on or after 6 April2007 where commission was paid, you’re likely to be eligible to make a complaint.
This will include Select, Hire Purchase, Lease Purchase and Contract Hire agreements. This applies for any type of commission, e.g. a discretionary or a non-discretionary one.
What is a discretionary commission?
Typically, the amount of commission earned by a dealer or broker was determined by the interest rate that the agreement had been contracted at – the lower the interest rate, the lower the commission the dealer or broker received, and vice versa. This was known as a discretionary commission arrangement. Since January 2021, this commission model is no longer allowed.
What is a non-discretionary commission?
This is usually referred to as a fixed commission. This means a fixed amount is paid by us and is calculated based on the vehicle you buy or as a percentage of the amount you borrow. The dealer or broker doesn’t have any discretion to vary the interest rate or APR you pay under your finance agreement.
How do I find out if my agreement was subject to a discretionary or other type of commission?
Please complete our discretionary commission enquiry form by clicking the link below.
You’ll need vehicle registration, finance agreement number and any previous postcode/ surname at the time of your agreement.
What should I expect if you’ve already confirmed the commission model that applied to my agreement?
If we’ve sent you a confirmation of your commission model type, we’ll automatically log a commission complaint on your behalf and send you a letter of acknowledgement. As a result of the FCA broadening its review, we’ll do this even if we previously advised that your agreement was out of scope (due to commission type or your product type, e.g. Contract Hire or Finance Lease).
No further action is required from you. We’ll investigate your complaint but won’t be able to send a final response until after the FCA commission complaints pause, i.e. after 4 December 2025.
Where can I log a commission complaint?
You can register a commission complaint here.
Please provide vehicle registration, finance agreement number and any previous postcode/ surname at the time of your agreement.
When can I expect to hear from you?
A commission enquiry can take us a while to respond to if we can’t match your information to our records but we will come back to you and ask for additional information. We’ll acknowledge receipt of your complaint straight away. Post the FCA review and commission complaints pause, we expect to be able to issue a final response to you after 4 December 2025. We’ll keep you informed of any developments in the meantime. The complaints pause doesn’t apply to non-discretionary commission complaints received before 26 October 2024 so we’re able to respond to these within the usual 8-week
period.
Where can I find further information from the Financial Conduct Authority?
https://www.fca.org.uk/consumers/car-finance-complaints
Customer Complaints Procedure.
If you have a complaint relating to your BMW Finance agreement (unrelated to discretionary commission) please click 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.
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.
How to complain about your finance agreement.
Step 1: Contact us.
For a new complaint, please complete the complaint form below (all asterisked sections are mandatory).
Customer Complaint Information Form
We’re here:
9am - 5.00pm Monday to Friday
Email us at: csescalations@bmwfin.com
Write to us at:
Customer Escalations Team
BMW Financial Services (GB) Limited
Summit ONE,
Summit Avenue
Farnborough
Hampshire
GU14 0FB
Call us on: 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:
- 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
Step 2: 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 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.
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
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
Complaints Data.
Complaints publication report.
Firm name: BMW Financial Services (GB) Limited
Other firms included in this report (if any): None
Period covered in this report: 1st July 2024 – 31st December 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.
Product/service grouping | Insurance and pure protection | Credit related |
Provision (at reporting period end date) | N/A | 276.90 complaints per 1000 credit related agreements |
Intermediation (total number of PPI policies previously sold) | 0 complaints per 1000 policies sold | N/A |
Number of complaints opened | 0 | 142,229 |
Number of complaints closed | 0 | 12,795 |
Percentage closed within 3 days | 0% | N/A |
Percentage closed after 3 days but within 8 weeks | 0% | N/A |
Percentage upheld | N/A | 13.17% |
Main cause of complaints opened | N/A | N/A |
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 276.90 complaints per 1000 credit-related regulated agreements in place on 31st December 2024.
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.