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About North Oxford

We are the authorised BMW Retailer in Oxford. For all your BMW needs contact us today.

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Complaints Procedure

As custodians of the BMW brand in Oxfordshire for over 40 years, we understand the needs and demands of BMW drivers. Our prime objective is to deliver the highest levels of customer satisfaction. If, however, you need to raise a complaint with us, please follow our complaints procedure and we will endeavour to resolve any issues as soon as possible.

Complaints Procedure

Meet the team

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Richard Berry

Head of Business

Jonathan Martin

Group Vehicle Stock and Buying Manager

Matthew Wilson

Group Financial Controller

Nick Tanney

New Car Sales Manager
  • Department Sales

Duncan Mew

Used Car Sales Manager
  • Department Sales

Alistair Lord

Service Manager
  • Department Aftersales

Adam Hitchcox

Service Manager
  • Department Aftersales

Philip Keyte

Service Manager
  • Department Aftersales

John Masters

Parts Manager
  • Department Aftersales

Andy Milligan

BMWi Brand Manager
  • Department Sales

Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.

Refer to previous answer

Service

Generally good. There was some mix up caused by the building works.

Service

Lucy kept me informed on progress throughout (you had to keep the car for a few days).

Service

Friendly, efficient, knowledgable

Service

Job completed

Service

Car was repaired although I had to rebook and organise my own transport in a faulty car as it couldn't be organised immediately.

Service

Forecourt was in a shocking state. No parking / anywhere to leave car. Was told costs would be covered in service pack when booked the car in but then asked to pay when collecting the car. Fix on parking light worked for a few days then went wrong a

Service

Everything very good.

Service

Always helpful especially Lucy

Service

Price as quoted and good service

Service

Service was to the standard expected. The ongoing building refurbishment works made the waiting area less than ideal

Service

My car hadn't done many miles which bmw were confused about,Why it needed a service then they found out it was a pre reg which I was unaware of. told a day before my service that it wouldn't be washed because of renovations.which was part of my Plan

Service

...

Service

Only one thing, they forgot to reset service reminder

Service

Just the annoying building work, and no free wash. 4. 8 still pretty good ;)

Service

Staff very helpful and courteous

Service

Went the extra mile to collect my car for Service

Service

They very kindly gave me a lift home and came to collect me when my car was ready as they did not have a courtesy car. The faults appear to have been rectified the same day which was great. Hopefully the faults will remain solved and not return.

Service

Not as good as it was - can't get my name right, mucked about when they could do car. Good people, but not what it was. Service itself was fine.

Service

As above. I had to call them all the time, never called back when they said they would, no excuse for simple mistakes like this.

Service

Looked after during my visit. Work completed within the time frame given

Service

See above. I hope this is just a problem with North Oxford BMW- if it's general, you should be worried.

Service

Ok despite rebuilding

Service

Kept me well informed. Usually put vehicle through car wash

Service

Great customer interaction

Service

The problem with my car was fixed faster then I thought it would take.

Service

As above

Service

Due to the update work being done on the facility there was a lack of valet capability and some of the work had to be done off-site.

Service

Kept informed of what was wrong with vehicle

Service

Thanks to Ben and the team who efficiently dealt with the sale. Thanks to the car team that sorted my issue within an hour

Service

Friendly helpful service from all at Oxford North.

Service

BMW met all of my expectations as a quality car manufacturer and service centre

Service

Superb customer service

Service

Very good service.

Service

Why do you disconnect the dash cam, I have to put the cable back in around the windscreen when it comes back, annoying.

Service

Apart from the need to book so long ahead, everything was excellent.

Service

WiFi wasn't working due to building work (this was resolved but still inconvenient). Tyres were replaced but pressures were not reinitialised so I got a warning light the first time I hit the motorway and had to stop to check pressures.

Service

I needed a simple repair and left my car with BMW service with clear instructions to repair it asap. After a week my car has not been repaired by BMW. The AA got my car running in 10 minutes and repaired within one hour. I feel let down by BMW.

Service

Why not. Everything carried out as specified including MOT with video.

Service

Always helpful and on time

Service

Even though I informed the dealership on the day of collection of the issues, and followed up a few days later with an email, when the car went in 2 wk later the parts weren't there and it took 2more wk to get parts to fix the car

Service

Because I was completely satisfied

Service

Make you feel a real valued customer and go out of their way to help. Special mention must go to Lucy Humphries. Having an allocated service co-ordinator has made a 100% improvement in my satisfaction with the NOG service experience.

Service

Very efficient and all work carried out on time

Service

Prompt , efficient friendly , again professional

Service

Work completed to a high standard and kept full up to date.

Service

I find all the staff at North Oxford very good and Friendly. I just feel let down by the amount of work not carried out as per BMW schedule due to the complexity of the vehicles nowadays it would appear technician only have time for a quick glance??

Service

On my last service I required 2 new tyres and the engineer failed to replace the locking nut which caused great inconvenience when subsequently went to replace more tyres.

Service

What I expected

Service

This is two stars down to the persistence and excellent support I received from my customer car representative. She was excellent and professional and did not say anything negative about BMW I could see that she was battling a failing system.

Service

Good customer relations from the guy who I delt with !

Service

Charming and professional

Service

Good Customer service and I like the video of the technician given me a summary of what he found in the car.

Service

Excellent service. Reminded of service date and up-dated throughout the day

Service

Door to door collection service and was kept up to date on progress from when the vehicle arrived to receiving a text message with a video inspection of my vehicle being undertaken

Service

It has taken 2 years to solve a problem but the garage staff have worked hard to put things right.

Service

The work was fine but had I known when I booked that my car wouldn't be ready until 5pm and wouldn't be started on until lunchtime I wouldn't have brought it in fo 9 am.

Service

The fault that I had specifically identified (low pressure on rear left hand tyre) was not dealt with, and I had to take the car back the following day

Service

Good team. Colin excellent.

Service

I was warmly greeted and my car was well cared for ! I had a personal service which was much appreciated . Thank you .

Service

You give a full report of any faults and provide recommendations regarding their importance

Service

I did have to bring the car back after the warranty work, but it was dealt with very well.

Service

We brought the car in without an appointment because of a problem; even though busy, the service team slotted the car into the schedule and without a couple of hours the car was ready for collection... amazing service and very much appreciated!

Service

Other than the issues identified above, I was satisfied with the service provided.

Service

My car is collected from my homeand taken for a service and returned the same day.

Service

Everything went fine.

Service

Convenient while you wait service that was kept to agreed time schedule and agreed price

Service

Helped and kept informed superbly by service receptionist Rozeena Ali.

Service

Because there's a warranty issue with the alloy wheels and you've refused to accept it, so I'm now having to take I dependant advice.

Service

Very good free wash and no pressure to buy anythinh

Service

I had arranged for my Car to be picked up from my home but unfortunately this was forgotten so I had to take it in and wait for the service to be completed

Service

Have to book a further appointment

Service

As described above, there were some issues with the sale, and rather more effort than I might expect with a BMW purchase was required to finally get them resolved.

Service

No quality control by the garage to assess that the tasks booked were completed before hand back of the vehicle.

Service

Despite having booked an appointment and having received text confirmation, Oxford knew nothing about my visit and were not expecting me.

Service

excellent service

Service

N Ox were able to collect and deliver the car from/to my home

Service

Failure to follow through on a commitment.

Service

Excellent Customer Service, even when there was a "blip" in the booking system they rectified it immediately

Service

On time, exc service, no issues

Service

all points covered at all times

Service

No complaints. Smooth MOT and repairs and call to update me on progress

Service

Warranty problems for a vehicle within warranty

Service

Did exactly what I was booked in for and expected

Service

never any problems.

Service

The initial repair led to a further fault which was frustrating but the customer service representative Jenna Hughes was amazing and went out of her way to help us and put our minds at ease.

Service

no problems

Service

Service was excellent but I had to wait four weeks to get a booking

Service

Especially liked the video of the complimentary vehicle check. If you are a car enthusiast (as I am) this is a nice extra.

Service

Seemed little understanding of what I had told them was a problem with the car.Wanted to charge me for diagnostic but never contacted me to ask for permission.I had to call to see if car was ready for collection before I was told this.

Service

The service was carried out whilst I waited and was very quick and efficient.

Service

Excellent service/reception by John.

Service

I was kept informed at every stage and video of health check is an excellent plus.

Service

Because Stuart the technician, Lucy the service adviser and the general Mr Philip were all so helpful and "on It" !! As is the rest of the team at N O G who are all pleasure to deal with - perfect !!!

Service

Problem reoccured almost immediately after collecting the car. Also I have a long-standing problem with a spare key not being provided when I purchased the car. I had expected better support in dealing with the fellow dealership to resolve this issue

Service

When I brought the car in for the first MOT I was told it would be two hours and I could wait. In fact it took three hours and I had to persist to get it back in the three hours!

Service

I needed a part quickly (something I'd damaged myself) and, having sorted out what I needed in the morning, and knowing it wasn't a stock item which didn't surprise me, I was still able to collect it in the afternoon

Service

The Service representative (Jenna?) was very good and helpful. However, it seems BMW guidelines meant that I had pretty much no choice but to take my vehicle home at the end with below limit disk thickness and dissatisfied with the experience.

Service

Jamie was very courteous and helpful. I was also allowed to use the waiting area with my dog as the car wasn't completely ready when I came to collect it. I was offered a bowl of water for the dog which was very nice.

Service

It had nothing to complain about

Service

Because the issue was resolved.

Service

Apart from one item, the visit went well

Service

Being charged for new engine oil which I believe wasn't actually changed. On returning to the garage, this was changed in my presence. I have a sample of the oil that was removed and It is clear to see that this was the original, used oil. Not good.

Service

Excellent service and care provided. Friendly and supportive. Great facilities

Service

Picked car up from home and checked with me on work needing doing

Service

See previous reply

Service

Efficient and courteous service

Service

Phoned me if they had any queries with my requests

Service

Outstanding personnel at North Oxford Garage.

Service

my car was in for an oil service, when i checked the oil level the following day it was less than half full! Surely the oil level should be at the correct full level

Service

Your service receptionist, Graig Parkin was very helpful and all the work requested was carried out.

Service

Experience with staff and work completed were excellent

Service

The lead time for an appointment with a loan car was very long. Other than that the service was exemplary.

Service

Overall the service was very good however I booked my service online requesting a courtesy car, I also called to double check booking again requesting a courtesy car and when I arrived no courtesy car was given. I understand there is a 2 month wait b

Service

Unhappy to be paying now for RTTI that I've only had for 18 months from new

Service

Very friendly and great service

Service

For recent fixing of minor problem, the motor was collected from, and returned to, my home address by Jenna Hughes. This saved me much inconvenience.

Service

Very efficient and timely. Car was washed at the end.

Service

I went in for 2 new front tyres and the service team spotted my rear tyres were almost blown on the inner rims. Quite how they hadn't blown was s miracle!

Service

Nice people

Service

My cars first service was trouble free as expected.

Service

Car ready on time and coffee as good as ever

Service

In the emails, it was a bit weird when i was not addressed by name. I also felt uncomfortable and pressured by the service advisor who wanted me to move the insurance process forward. She could not understand that i had no control over that process.

Service

Dissatisfied as detailed above.

Service

Friendly helpful with the hire car but had to wait ages to get a booking. Bottom lines is they haven't fixed the faults and it's going to need yet another visit

Service

Your staff are always professional and friendly and the centre in welcoming and well equipped.

Service

Great manager and service team. Adam Hitchcock was very co-operative with regards to vehicle drop post repair

Service

My issue was sorted. Courtesy car was amazing, it was the After Sales Manager's car. Following the service there was a noticible improvement in the performance.

Service

Reliable, prompt and courteous service

Service

A long overdue return to a better service right from meet and greet to getting the job done on time.

Service

Everything was done to my satisfaction.

Service

Jamie was polite and friendly and there were no nasty surprises

Service

Excellent customer service. Clear communication

Service

as above. efficient and friendly

Service

No problems and good advice given.

Service

Nice people to do business with. Even had my car waiting outside the front entrance so I could review it prior to driving away. Very courteous and highly professional staff who took the trouble to explain some technical points.

Sales

As it has been for the last 2 plus years of dealing with this garage the service is excellent. The salesman Matt Eade dealt with me in a very courteous manor and other staff l had met previously helped to assist with my choice this time WELL DONE ALL

Sales

I couldn't believe how smooth it all went, how quick and completely professional my sales lady was (Lucy Johnson) also very friendly and hands on therough the whole process, any questions were answered immediately. 5 stars!!

Sales

All went fairly well really.

Sales

Having been told to pay by cheque it turns out that it takes 10 days to clear (to but in monthly sales figures?), offered to put in my bank so I could switch it in 3 days time. So pick up of new car has been delayed by 1 week. Disappointed!!!

Sales

Joshua Paul provided amazing service and went the extra mile to ensure I was completely satisfied.

Sales

Good customer service

Sales

All steps of the process were very well managed, from our first visit to the Centre to the close of the deal

Sales

Really easy, helpful people. The genius Hayden (I think), was so friendly and helpful. A real asset to you and added value. The environment is pretty uninspiring (I know it's being refurbed) but similar to what I'd imagine from the likes of Ford.

Sales

Adrian has been the perfect salesman from start to finish as he's a big part of what this is my second BMW which may turn into a 3rd. A friend who bought an M4 from him also said they would buy another one from him.

Sales

North Oxford and the salesman, Josh, have been excellent

Sales

Bunch of nice people and great after care always happy to help with all the questions I had. Very professional and nice with it

Sales

Very easy process

Sales

Lucy went through everything with us so we knew how to adapt to the new car and was happy to answer a of our questions.

Sales

Product representative was 100% professional, helpful and knowledgeable

Sales

All was great from the service angle

Sales

I had a good experience. Enjoyed being with both Adrian andHaydn. Haydn showed me great patience and kindness in the test drive given my first driving experience with an automatic. Very much appreciated and I bought the car! ??

Sales

All good and well planned.

Sales

Everything just worked!

Sales

The process was so easy and I was kept informed with progress throughout the transaction.

Sales

I am always well treated by sales, service and management alike.

Sales

Sales staff kept me update about purchasing progress regularly. On hand over day, he explained every function of car and answered every question I had.

Sales

I don't think the salesperson was very good at explaining all the features of the car there should be a more in-depth programe

Sales

Good service from start to finish - I have purchased many BMW cars & motorcycles from this dealership and always had great service.

Sales

My experience of purchasing my new BMW was excellent right from arranging a test drive to collecting my new car. It could not have been better and Simon Clinch kept me informed throughout the process and was extremely helpful. Perfect.

Sales

another great purchase

Sales

See above. Attentive, friendly and highly competent service from Adrian Earp our sales advisor at North Oxford BMW

Sales

Lucy Johnston was great - very helpful

Sales

Excellent attention and service from all staff especially Natasha Douglas

Sales

Very good communication. Every need catered for. Treated with respect

Sales

Sales staff went out on a limb to provide just whatI wanted, with coffee and biscuits thrown in! Thank you Simon Clinch.

Sales

Good customer service and friendly atmosphere

Sales

The customer service was excellent

Sales

Lovely showroom, lovely staff, peaceful place and always a cup of tea on hand, browsing the showroom with no pressure, lots of perfectly presented cars on show, made to feel welcome, a trip around the motorcycle side gave me the same impression.

Sales

All to do with the salesman and his attitude

Sales

Again this is because of the way the salesman's boss was with me. I would stress Rob Dennison the sales guy was fantastic & I would give him top marks throughout.