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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.

No problems kept in formed throughout answered my questions

Service

Very good. Extremely well mannered and personable staff throughout.

Service

good service

Service

First class Garage that looks after its customers.

Service

Good customer service where nothing is too much trouble.

Service

Everything went really well. I was kept informed and the car was collected and returned promptly. The collection and delivery staff were very polite and helpful.

Service

Adam and the team looked after me perfectly - correcting the information held on file since buying the vehicle and adding a personalised registration. He went through the immediate service requirements and promised to check the state of wear overall.

Service

Good service recovery by Adam the M series service advisor... saw him the day after my service and mentioned about the service history not being added. He took my car and personally saw to it that it was updated immediately.

Service

i took it in because the computer said there was a problem with the firing wire on the positive side i had a airbag and seatbelt light l on i also had a amber warning light on for break service which had already been renewed i paid 86 pounds for

Service

You did a good job but for wiping out my saved radio stations.

Service

This will be the first time I have not given full marks, because whilst I appreciate that my car was given a courtesy clean it was not quite up to your immaculate high standard. Sorry!

Service

As usual the wait to see someone when dropping your car off for a service is far too long. I don’t think I’ve ever waited less than 20 minutes, and at most have waited near an hour

Service

Because I receive excellent service

Service

There customer service is spot on, communication cannot be faulted and they genuinely care that u have an issue and go to all the lengths to sort it

Service

The Service Adviser was on the phone when I arrived.. I don't think he was told that I was waiting. 3/4 magazines later he finished his call and then started work on his computer. I had to ask him if he had my papers. He eventually found them.

Service

The staff are wonderful at North Oxford, helpful, responsive, no problem at all there.

Service

110% satisfied

Service

The gentleman that attended to me was very helpful and for that reason I will give the overall score of 5

Service

Very good service.

Service

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

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

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

Kept informed , polite , efficient

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

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

Service

no need for complaits

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

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

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

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

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

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

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

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

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

Lucy Humphries was very good and efficient.

Service

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

Service

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

Service

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

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

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

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

Service

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

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

The customer service provided was excellent.

Service

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

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

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

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 !