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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

James Alder

New Car Sales Manager
  • Department Sales

Paul Smith

New Car Sales Manager
  • Department Sales

Nick Tanney

New Car Sales Manager
  • Department Sales

Duncan Mew

Used Car Sales Manager
  • Department Sales

Simon Faulkner-Barrett

Used Car Sales Manager
  • Department Sales

Will Griffiths

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

Adrian Earp

New BMW Product Specialist
  • Department Sales

Jason Pavaday

New BMW Product Specialist
  • Department Sales

Natasha Douglas

New BMW Product Specialist
  • Department Sales

Simon Clinch

New BMW Product Specialist
  • Department Sales

Lucy Johnson

New BMW Product Specialist
  • Department Sales

Joshua Paul

New BMW Product Specialist
  • Department Sales

Andy Milligan

BMWi Senior Consultant
  • Department Sales

Victoria Hare

BMWi Genius

Amber Gulham

Used BMW Product Specialist
  • Department Sales

Chris Bidwell

Used BMW Product Specialist
  • Department Sales

Colin Pritchard

Used BMW Product Specialist
  • Department Sales

Darren Peck

Used BMW Product Specialist
  • Department Sales

Darren Cole

Used BMW Product Specialist
  • Department Sales

Gareth Crosby

Used BMW Product Specialist
  • Department Sales

Colin Osborn

BMW Service Advisor
  • Department Aftersales

Jamie Herbert

BMW Service Advisor
  • Department Aftersales

Jenna Hughes

BMW Service Advisor
  • Department Aftersales

Lucy Humphries

BMW Service Advisor
  • Department Aftersales

Rozeena Ali

BMW Service Advisor
  • Department Aftersales

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.

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

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

Good team. Colin excellent.

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

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

Service

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

Service

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

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

Helped and kept informed superbly by service receptionist Rozeena Ali.

Service

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

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

Everything went fine.

Service

Very good free wash and no pressure to buy anythinh

Service

Have to book a further appointment

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

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

On time, exc service, no issues

Service

all points covered at all times

Service

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

Service

Did exactly what I was booked in for and expected

Service

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

Service

Warranty problems for a vehicle within warranty

Service

never any problems.

Service

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

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

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

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

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

It had nothing to complain about

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

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

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

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

Because the issue was resolved.

Service

See previous reply

Service

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

Service

Phoned me if they had any queries with my requests

Service

Efficient and courteous service

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

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

Service

Experience with staff and work completed were excellent

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

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 friendly and great service

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

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

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

Car ready on time and coffee as good as ever

Service

My cars first service was trouble free as expected.

Service

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

Service

Reliable, prompt and courteous service

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

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

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

Service

No problems and good advice given.

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

Have used North Oxford Garage for nearly 20 years. Service has always been excellent

Service

Misdiagnosed water leak and charged me for checking a recall related safety item, which was still not satisfactorily confirmed as safe.

Service

Good service and relaxed atmosphere at the garage

Service

I needed an end of warranty and mot test. I also needed a rear tyre and brakes. I then discovered my 5 year service plan had expired. I have done over 50, 000 so i wasn't covered for this either! they forgot the to replace the tyre, so another trip

Service

Would have waited for the car if I'd known how little time the service would take. Told 4 new tyres required when it was only the front 2. Otherwise excellent service.

Service

I was told it would take an hour but it took over 2 hours and then they didn't have time to give it a wash.

Service

Good service, pleasant staff members.

Service

The service staff were very helpful

Service

Work performed as required and billed as expected.

Service

As above comments

Service

because I was completely satisfiedhttps://nspeuwebp.bmw.com//webApp/bmwuk_surveys_aftersales?surveyId=%40s7hL87kQPTlIK8KJnLOunw%3D%3D&isFromEmail=true#

Service

Picked my car up when stated and kept me informed at all times

Service

Generally very good; personal service, communication good

Service

I was very happy with the service received although I was a little disappointed by the cleaning of the nside of the car. My inner windscreen was smeary and I do think it would be nice if the dashboard etc were wiped down.

Service

Friendly and efficient service. Particularly appreciated the diagnostic video and the phone call to discuss any extras (tyres in my case). Seem to have lost signal since my service though causing a loss of some functionality.

Service

I wasn't advised of anywhere to wait whilst waiting for my husband to arrive and collect me as no loan car available.

Service

Sold a faulty car - told it was fixed when it hadn't been - had to chase a lot on the progress throughout time it was being repaired

Service

The staff was very good

Service

Service Manager, Phil, & Service Advisor, Jenna, were excellent; caring for both our well being & vehicle following our car accident. They efficiently organised the car's pre-reserved service, urgent repair at the body shop & use of a courtesy car.

Service

Took car in for a new startermotor(car only just over 4 years old and purchased new from you and was my second new purchase)-had a video link sent to my phone and surprised to hear no mention at all that startermotor was fixed and car was ready.

Service

Great service from all staff

Service

The car was in for its first service, basically an oil and filter change that was supposed to take an hour and a half. In fact, it was eight days before I got the car back. Somehow a processor became damaged and needed replacement.

Service

I had booked the MoT in December, but when I rang on Saturday January 12 to confirm, whoever took my call couldn't find the reservation on the firm's system. This is unsettling. My last reservation - the repeated inaccurate spelling of my surname!

Service

The garage carried out all that was required in the allotted time slot. Even when waiting for the car to be cleaned I was kept informed of progress at all times

Service

Inexpensive well organised service

Service

The initial troubles with getting the car picked up on the day agreed, and the fact I had to chase the garage to find out what was going on.

Service

read above waffle... such a shame as when I had the brake fluid changed last year it was a quick and friendly experience, which was why I drove all that way just for an mot.

Service

As per previous answer. The rest of the service was fine.

Service

Disappointed to find my wheels with corrosion around centre caps are not covered under warranty. Also the inspection flap underneath the engine tray was left flapping - I had to secure it myself.

Service

fairly good service. The booking times are a little long hence 3.9

Service

All work carried out as agreed

Service

Told to arrive at 8am as needed car for whole day to review diagnostics of shaking. I asked to collect the car at 4pm to miss traffic. Confirmed this would be fine. Arrived at 4 and engineer only just looking at car from 3.30. Ridiculous

Service

All great, thank you.

Service

Does not get full marks as I have since been informed that I could have had the sat nav updated. Therefore another trip to the dealership.

Service

Technician explained everything to me

Service

You fitted 3 new tyres and these were properly inflated. The remaining tyre was not inflated to the correct pressure.

Service

Was unhappy with Swindon due to a lack of communication whenever my car was with them. North Oxford have restored my faith in BMW. I don't know if it was the excellent Service Manager Jamie, or the garage in general but comms were great. Thank you!

Service

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

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

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

Excellent attention and service from all staff especially Natasha Douglas

Sales

Lucy Johnston was great - very helpful

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

The customer service was excellent

Sales

Good customer service and friendly atmosphere

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.

Sales

Great and friendly customer service. Lucy Johnson and her entire team made the process easy and memorable!