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- How to update the navigation map?
- Which car is right for me?
- What is ConnectedDrive?
- How to use the BMW Digital Key?
- What is the My BMW App for?
- How do I restart BMW iDrive?
- How do I use Remote Services?
Access BMW Online Services – quickly and easily.
Frequently asked questions.
The navigation map for your region is automatically updated depending on the country of delivery, model and equipment of your BMW.
For BMW models with BMW Operating System 7, BMW Operating System 8 and BMW Operating System 8.5, the OTA map update with the optional equipment “BMW Live Cockpit Plus / Professional” (SA 6U2/6U3) is available ex factory for a limited time. This can then be extended for a period of 1 year using the “Map Update” service or the “Connected Package Professional” as a BMW ConnectedDrive Upgrade from the BMW ConnectedDrive Store. In BMW models with BMW Operating System 9, the navigation map is regularly updated in the BMW Cloud.
Currently available in the following delivery countries: Andorra, Australia, Belgium, Germany, Estonia, France, Gibraltar, Iceland, Italy, Japan, Canada, Croatia, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Austria, Poland, Portugal, Switzerland, Spain, Czech Republic, United Kingdom, USA, Cyprus.
You can currently use these remote services in the My BMW App:
Check the vehicle status, lock/unlock doors, activate the headlight flasher, activate the horn, start climate control, “Remote 3D View”, “Remote Inside View” and “Vehicle Finder”. When used with the BMW Digital Key Plus, you can also open and close windows and, depending on the model and equipment, the slide/tilt sunroof or convertible top (“Comfort Opening”) within a range of 6 metres of your vehicle, and also use features such as self-levelling suspension, automatic doors and Remote Control Parking. You can set the charge mode and departure time for your BMW electric vehicle and activate battery heat management for optimised DC charging.
Please note: You need to activate the Remote Services in the My BMW App and give consent to data transfer in the vehicle via the “Privacy” menu. The availability and range of functions of the Remote Services may vary depending on the country, model and equipment of your BMW.
Depending on the model and equipment of your BMW, a main user and several joint users can add the vehicle to their BMW IDs in the My BMW App. The first BMW ID to add the vehicle in the My BMW App becomes the main user. All other BMW IDs are joint users of the vehicle and have limited rights. The main user can view, manage or delete any saved joint users in the My BMW App by going to: “Vehicle” (Tab) > “Vehicle Configuration” (“Vehicle Control Centre”) > “User Management”.
The BMW Digital Key is a digital vehicle key on your smartphone or smartwatch that allows you to conveniently and securely lock or unlock and start your BMW. For the initial setup of the BMW Digital Key, you will need to have both vehicle keys inside the passenger area and your BMW’s engine must be switched off. The SIM card in your BMW needs a mobile network connection. Your mobile device must be compatible with the BMW Digital Key and you need to have added your BMW to your BMW ID in the My BMW App.
Open the My BMW App and select: “Vehicle” (tab) > “Digital Key” > “Set up your Digital Key” and follow the instructions shown in the My BMW App and on the control display of your BMW. The BMW Digital Key is stored in the Wallet app on your smartphone. To activate automatic driver recognition, select the following in BMW iDrive: “BMW ID” (profile icon in the status field at the top right) > if applicable “Profile settings”/“Settings” > “Driver recognition”.
Follow the instructions on the control display and select the smartphone you want to pair with the installed BMW Digital Key. Please note: The availability and range of functions of the BMW Digital Key may vary depending on the country of delivery, the model and equipment of your BMW, as well as the model and software version of your smartphone.
BMW how-to video: https://youtu.be/wzOFU8J-6_w
To check whether your BMW is affected by a recall, select the “Vehicle Status” menu in your vehicle or in the My BMW App. You can also check the vehicle status directly online at recalls . You will need the vehicle identification number (VIN) to check for any recalls for your vehicle on the BMW website. You can find this in the registration certificate, in the My BMW App or in the vehicle itself behind the windscreen on the driver's side, on the door frame on the type plate or under the bonnet on the right side of the vehicle. Authorised BMW Service Partners will carry out work caused by recalls free of charge.
BMW Service Inclusive covers the following services: Engine oil service including top-up quantities, vehicle check service in accordance with BMW specifications, air filter service, fuel filter service (for diesel engines), microfilter service, spark plug service (for petrol engines) and brake fluid service. Please note: The services can only be booked if your BMW indicates that this is required (yellow or red status).
Do you have further questions?
Please get in touch.
BMW Customer Support.
Contact:
When to reach us:
Monday to Friday: 8am – 7pm
Saturday: 9am – 5pm
Sunday: 10am – 2.30pm
Tip:
In order to help you more quickly, please send us a copy of your V5C, 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).
BMW ConnectedDrive.
Contact:
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.
When to reach us:
Monday to Friday: 8am – 7pm
Saturday and Sunday: 9am – 5pm
BMW Customer Complaints Procedure.
Contact:
When to reach us:
Monday to Friday: 8am - 7pm
Saturday: 9am - 5pm
Data Protection.
Contact:
If you would like to exercise your right to be forgotten, please contact us using the email address provided:
Further info:
If you have any questions about how we use and protect your data at BMW (UK) Ltd, take a look at our Privacy Policy link.
Press Office Enquiries.
Further info:
You can find a full list of BMW Corporate Communications contacts here.
Trader Enquiries.
Contact:
If you have a query on a vehicle specification please call the number below:
Call us on: 0906 2090 001
Calls are charged at £1 per minute, plus your phone company’s access charge.
When to reach us:
Monday to Friday: 8am – 7pm
Saturday and Sunday: 9am – 5pm
PPI Enquiries.
Further info:
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.
BMW Financial Services.
Contact:
Call us on: 0370 50 50 150
Calls to 0370 numbers are charged at the local rate, they are typically included in free call packages or inclusive minutes.
You can also write to us at: BMW Financial Services. Adwick Park, Swinton, Rotherham. S63 5NA
When to reach us:
Monday to Friday: 8am – 7pm
Saturday: 9am – 5pm
Tip:
Update your personal and payment details, request a settlement figure, arrange a vehicle collection and much more, within your MyBMW Finance portal. For more information, to register or login please click here or access via the Services and Store tab in the MyBMW App.
Further info:
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.
The Supreme Court has now handed down its judgment on commissions and the FCA has subsequently announced that it will commence a consultation on a customer redress scheme in early October. We are reviewing the judgment and considering its implications for our customers and our business. If you have previously submitted a complaint to BMW Financial Services, you do not need to take any action. We will provide further updates once we have completed our review and received guidance from the FCA.
For the latest information from the FCA, please click here
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.
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.
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.
You’ll need vehicle registration, finance agreement number and any previous postcode/ surname at the time of your agreement.
Please click here for further FAQ's relating to Discretionary and Non-discretionary Commissions
If you've used car finance, you may be owed compensation. Find out how to complain and what to expect.
BMW Financial Services Complaints Procedure.
Contact:
Call us on: 0370 5050 197
Calls to 0370 numbers are charged at the local rate, they are typically included in free call packages or inclusive minutes.
You can also write to us at: Customer Escalations Team. BMW Financial Services (GB) Limited. Summit ONE, Summit Avenue, Farnborough, Hampshire. GU14 0FB
When to reach us:
Monday to Friday: 9am - 5pm
Further info:
For details of how to make a complaint in relation to your BMW insurance, please select the appropriate insurance product and policy document on the BMW Insurance Solutions page.
Discretionary and non-discretionary commissions.
The Supreme Court has now handed down its judgment on commissions and the FCA has subsequently announced that it will commence a consultation on a customer redress scheme in early October. We are reviewing the judgment and considering its implications for our customers and our business. If you have previously submitted a complaint to BMW Financial Services, you do not need to take any action. We will provide further updates once we have completed our review and received guidance from the FCA.
For the latest information from the FCA, please click here.
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 1: Contact us.
For a new complaint, please complete the complaint form (all asterisked sections are mandatory).
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 them on: 0300 123 9 123
Calls are charged at the local rate, plus your phone company’s access charge.
Opening hours:
Monday to Friday: 8am - 8pm (excluding bank holidays)
Saturday: 9am - 1pm
Write to them 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.
Write to them at: BVRLA. River Lodge, Badminton Court, Amersham. HP7 0DD
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 January 2025 – 30th June 2025
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 | 334.35 complaints per 1000 credit related agreements |
Intermediation (total number of policies previously sold) | 0 complaints per 1000 policies sold | N/A |
Number of complaints opened | 0 | 170,138 |
Number of complaints closed | 0 | 10,308 |
Percentage closed within 3 days | 0% | N/A |
Percentage closed after 3 days but within 8 weeks | 0% | N/A |
Percentage upheld | N/A | 18.32% |
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 Insurance and pure protection policies previously sold.
BMW Financial Services (GB) Limited along with other motor finance firms has received a significant increase in complaints linked to Discretionary Commission Arrangements (“DCA”). The FCA has paused the usual 8-week deadline for issuing Final Responses for these types of complaints, therefore the figures above show a high number of unresolved complaints. Further, the ratio of complaints opened per 1,000 credit-related regulated agreements is also higher, as a result of the significant increase in complaints linked to DCA.
The number of credit related complaints opened during the reporting period is equivalent in volume to 334.35 complaints per 1000 credit-related regulated agreements in place on 30th June 2025.
BMW Accident and Breakdown Assistance.
Contact:
For BMW Roadside Assistance call us on: 0800 777 111
For BMW i Roadside Assistance call us on: 0800 777 144
For International Assistance call us on: +44 20 8686 2444
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.
When to reach us:
We’re here 24 hours a day, every day.
Further info:
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 above.
Find out more here.

Smartly connected to your BMW.
Check the status of your BMW, use one of the many remote control features, plan trips in advance, book your next service appointment, or discover the world of BMW – all from the convenience of your smartphone.
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