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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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Gideon Hedley

BMW Sales Manager
  • Department New Car Sales

James Alder

Retail Manager
  • Department New Car Sales

Paul Smith

Retail Manager
  • Department New Car Sales

Simon Clinch

Product Consultant
  • Department New Car Sales

Duncan Mew

Sales Manager
  • Department Used Car Sales

Amber Ghulam

Product Specialist
  • Department Used Car Sales

Darren Peck 

Product Consultant
  • Department Used Car Sales

Will Griffiths

Product Consultant
  • Department Used Car Sales

MARCUS ELLIOT

CORPORATE MANAGER
  • Department BMW and MINI Corporate 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.

As I say, I was disappointed the Adblue level - which did need topping up - wasn't done on the service visit.

Service

Service representative was very polite and professional.

Service

The car was services when we needed and was done well.

Service

Lucy was excellent.

Service

Polite efficient service always.

Service

Didn’t expect to be charged 65 pounds for clearing a blockage in windscreen washer filters on a car less than two years old - seems more of a design fault than ‘wear and tear.’

Service

End of warranty check and MOT. Had 2 rear damaged tyres and although North Oxford replacements were very expensive they matched the price, very astisfied with this.

Service

Car serviced on time including brakes

Service

Once the car had been serviced it appeared to be sat outside on the forecourt for 1 hour before we were told it was ready.

Service

It went in for an oil change and micro filter change but it needed a software update.It took 3 hours and it didn’t get washed as promised.

Service

Overall service on the day was very good. However, my car required additional work done where the advisor said that I would receive a call later on to book an appointment. No calls were received and I had to follow up myself.

Service

Always like the individual attention and obvious pride they have in working for BMW

Service

Just a shame that wrong number plates were put on the vehicle,which I only noticed when I got home!

Service

See above.Sar lost due to long time from booking to get a loan car.

Service

what I expect from a BMW garage

Service

Service is excellent and costs are reasonable. A couple of months ago I also needed to use their bodyshop; service was very swift with the car back in 24 hours and I was pleasantly surprised at the cost.

Service

The service was very good

Service

Polite and efficient service

Service

Kept informed , polite , efficient

Service

All work carried out was fully explained and I got a complimentary car wash. The waiting area is welcoming and comfortable. Staff are very knowledgeable.

Service

Never had any issues to be dissatisfied.

Service

Car was collected, serviced and had the recall dealt with, all in a timely manor. Very happy.

Service

They always do over and above the required service, and wash the car as well.They are like a family.

Service

See above

Service

Having the job on my car explained and kept informed by phone if need be .

Service

no need for complaits

Service

The car was ready for collection on time and had also been washed.

Service

Fault investigated and verified, and parts ordered. Presented car for repair and dealt with straight away. Free safety check also carried out and car cleaned. Good, efficient, and friendly staff.

Service

Apart from they forgot to reset the service countdown and i had to make a second visit. On the whole they give a outstanding service.

Service

I was pre-allocated to a agent - who happened to be away from his desk at the time I arrived. Basic queueing theory - one line, go to next available agent

Service

Always polite and professional.

Service

Everything sorted.

Service

Great service although the service representative at the desk was a lot more interested in what was on his desk that dealing with me and getting me on my way. Not great customer service. All other staff I had contact with were exceptional. Very good.

Service

Car seemed to get lost in the service process. Was told it was being washed & would be ready in 20 mins. More than an hour later I was still waiting, with no update

Service

Staff very helpful, courteous, friendly and provide a professional service.

Service

An excellent service from all the staff involved.Even when I found some metal swarf on the passenger seat and footwell It was dealt with quickly and with concern, even the workshop manager came and spoke to me

Service

no explanation offered for the unusual wear to the off-side rear tyre.was advised to replace tyre asap as considered less than safe.

Service

When I'm with you guys, you are so lovely and helpful and I'm always happy to wait for my car, working on your great wifi. I'm always going to recommend you :-).

Service

Quite pleased with last service but did not get any update on how my car was progressing and took 1 hour longer than initially informed with no explanation why it took 3 hours rather than the 2 hours at the initial booking.

Service

Lucy Humphries was very good and efficient.

Service

Friendly, efficient, good facilities; resolve my warranty issues easily

Service

The car was collected from my home and delivered back serviced and clean. There was no effort or wasted time fro me.

Service

The service rep was not what I am used to experiencing at BMW and the process of returning my car was very poor again not what I am used to with BMW

Service

slight issue with creaking dashboard and spent 2 days removing the dash to fix correctly instead of a quick fix that others may have tried to do.

Service

Car was serviced on time. Customer waiting area was comfortable.

Service

The service was fine, but I was a bit surprised I had to wait around 10 minutes or so at both the check-in and collection

Service

The only reason for the 4/5 stars was the wait time in total with only an update on the car as it was nearly done.

Service

Friendly, professional team who keep you well informed. A no surprises basis.

Service

The car was serviced well, but the boot was not cleaned

Service

My sales representative (Colin Pritchard) as always provided superb service throughout the whole process making it a pleasurable experience.

Service

The actual service appears to be fine, the complimentary wash was not, my bonnet had filthy streaks all over it. I then had to wait whilst It was sent back to be cleaned. The answer to question 1 is why I am dissatisfied.

Service

All good

Service

My car needed a new tyre for its MOT, I was told one was in stock then turned out it wasn't so one would be ordered for the following morning. I hadn't heard anything by 1pm so had to chase it up. No one seemed to know anything about my car.

Service

Very professional and flexible when dealing with partly unexpected problems.

Service

I reported low mpg on my 420d (within warranty). I was told: EGR valve, also brake fluid change reqd. I waited. 4 hrs later, after a complete software download (no new EGR valve), I left with a clean car and a bill for £98 incl a std service charge.

Service

Good service ...car taken there by BMW assistance as nearest point to breakdown.Seem to have handled the problem well but time will tell

Service

Service was generally good. thought the choice of courtesy car was very strange (218d active tourer).

Service

Oil service was expensive. Expected to have my car valeted as part of the service. It was hoovered in places but generally the car was left as I had sent it - dust etc on panels. Just expected more for the huge cost I paid.

Service

My customer advisor was very friendly and knowledgeable and the mechanic he brought out was also very helpful.

Service

The customer service provided was excellent.

Service

The car was completed within the time frame when we left the car.

Service

The service from the staff is good, the surroundings are stimulating and interesting. Coffee's good too!

Service

I received polite and helpful service from all the members of staff.

Service

Had to wait to pick up car at end of day as had to deal with specific Service Advisor who was with another customer. Meanwhile there were other Advisors free. Otherwise good.

Service

Whilst not purchasing our BMW vehicles from North Oxford BMW they have provided a level of service which meets our brand expectations although we have experienced a level of service at other BMW dealers which goes beyond our expectations.

Service

efficient, friendly, helpful staff

Service

I was not offered the opportunity to replace the tyre marked in the safety check, nor was the issue mentioned to me.

Service

Good communication and customer service

Service

All very good except that the replacement tyres weren't available on the day of the MOT despite me pre-ordering them over the telephone before hand.

Service

The staff mainly

Service

Consistently reliable sevicd

Service

Usual good service with nice welcome

Service

Sorted out my ad blue top up

Service

Consistently high levels of service and a feeling that the staff genuinely wants to take care of the customers.

Service

The service from the North Oxford was very good. I could not give full satisfaction as the price of the service was initially quoted significantly lower than actual cost.

Service

Greeted on arrival service and MOT done on time. Altogether a well service team.

Service

This time they had time to clean inside and out. Both collected and returned to my house.

Service

They keep you informed about what is happening with the car and how much time it will take . It is a friendly environment to spend some time .

Service

Work carried out ok

Service

Service seems less welcoming aand personal than previously

Service

Well managed service. Like the video.

Service

I had an appointment for 2pm, the car wasn't moved for another hour after that wasting my time.

Service

The staff are polite and friendly. The environment is comfortable while waiting. During the wait I was able to talk to a salesman about the BMW range that I might be interested in without a 'hard sell' technique

Service

Still awaiting a call back after leaving 3 messages for a price on new tyres having been told the front tyres will need replacing.

Service

Good service but took a third visit to find fault and repair satisfactory.

Service

What I came in for was done competently and I was as usual treated well while I waited for the task to be completed.

Service

The personal attention was good, but the problem was not fixed.

Service

Due to the tyres not being in stock.

Service

Good service

Service

Same as above.

Service

in general, satisfied

Service

Efficiently completed and good value for money for a dealership. I must say this was not the case a two years ago when I found it expensive and the staff unknoweldgeable, so went elsewhere a year after that. Glad that it has improved now.

Service

Excellent customer service, they bent over backwards to make things easy and convenient for me. The feedback on my vehicle was comprehensive and relevant, and I thought that the technician's video as a great idea.

Service

Most things were good, but I was disappointed at the prices charged for a new tyre

Service

Time prompt quick

Service

Was told that the engine management light was on,I was told that a cable may have been chewed and it would cost approx £700 to investigate 12 months ago. Car runs fine. Recent visit, the engineer said it was off.upon starting sure enough it was on!

Service

The work of Adam Barrett was first class.The work was difficult and therefore lengthy but Adam kept me apprised of progress at all times.

Service

I went in as my near side mirror doesn't tilt down when the reverse mode is active. The garage replaced my mirror, but didn't solve the problem as it still doesn't tilt. Clearly he would have realized it wasn't working when he parked my car up.

Service

The mot was carried out fine and I felt looked after but I left with a sour taste after feeling like they tried to con me

Service

Nice welcome from initial receptionist who immediately offered to get our grandchildren a hot chocolate and a biscuit. Friendly and very efficient service from car service receptionist, Lucy, who kept us informed throughout. Also Sam in showroom.

Service

Professional service, comfortable waiting area, nice coffee !

Service

Friendly approach of the service desk

Service

Easy to book in, good service.

Service

kept me informed but did take a few days

Service

All the staff were extremely pleasant and helpful which made my visit a pleasure.

Service

Still unsure why I was asked to pay £20 for the use of car whilst my car was with you for the day. I understand if it was for a service, but it was in for problems under warranty. Wasn't asked to pay when was in with you previously.

Service

As above, plus you have to book a long way in advance to get a replacement car whilst yours is in.

Service

See above. Seamless and very helpful

Service

No reason to be anything but satisfied and still feel the same way

Sales

Great environment. Patient staff. Great knowledge.

Sales

Everyone at North Oxford BMW were extremely professional and polite.

Sales

Simon Clinch extremely efficient and professional

Sales

It took 4-5 weeks from order to delivery, there were a few problems on the way, eg: the car was in the 'wrong' part of the country, transporting it to the BMW Centre took a little longer than expected ......... all ended well !

Sales

Always a great experience getting a new BMW

Sales

The purchasing procedure and the handover of the new vehicle seemed long drawn out, ie 2.5 hours compared with previous experiences with BMW. However, the staff were very polite, pleasant and seemingly efficient.

Sales

Great service

Sales

great experience but number plate fell off

Sales

No issues with the purchase, kept well informed, liked the status updates from BMW about the car build. Gives it a personal touch.

Sales

Knowledgeable, attentive and objective advice provided by my sales executive.

Sales

Completely professional and friendly - the sales exec came in on a weekend of to hand over the car

Sales

good service there was never any pressured to buy.

Sales

i got what I wanted, how I wanted it

Sales

Adrian was excellent to deal with, a shame he has left.