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Site Terms and Conditions

Site Terms and Conditions

The terms below govern your use of this website and by accessing this website you agree to be bound by them. If you do not accept these terms, please do not use the website.

We may change these terms at any time without notice by updating the terms shown on this website. It is your responsibility to review the website terms each time you enter the website to ensure you are aware of our latest terms and conditions. Your use of this website after a change has been made signifies your acceptance of the revised terms.

This website is made available free of charge and for personal use only and is not to be used for any commercial purpose.

You may not copy, reproduce or use any material, including third parties material, names and logos, on this website without our express permission. All copyright and intellectual property is reserved.

On occasions BMW Group will incentivise its Retailers with programmes designed to improve their performance.

INFORMATION IN THIS WEBSITE.

Whilst we have made every effort to ensure the information on this website is up to date and accurate you must not rely on any information on this website and we do not accept liability if you do. Always check with us for precise information on vehicle model features, specifications and equipment, and in the case of used vehicles, current mileage details before ordering a vehicle.

Words, images and other content on this website are produced without them making any representation or implying any warranty as to suitability of the product or service, satisfactory quality or fitness for a particular purpose. If you have any doubt as to the suitability of a product or service for your proposed purpose please ask us.

Always check the terms on which any product or service is supplied before making any commitment. Copies of vehicle finance agreements and detailed insurance policies and summaries of cover and other product or service terms are available on request.

We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your purchase. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations.

You should seek your own independent financial advice in relation to any taxation or accounting matters referred to on this website.

PRODUCTS AND SERVICES.

The provision of details of products and services on this website are not, and should not be construed as, an offer to sell or supply such products or services.

All products and services on this website are subject to availability and may be withdrawn without notice. All products and services and all prices are also subject to change without notice.

All finance and hiring facilities are subject to status and available to companies and persons aged 18 or over in the UK only (excluding the Channel Islands and Isle of Man). Guarantees and indemnities may be required.

All insurance products outlined on this website are administered, underwritten and serviced by carefully selected insurance providers. For all insurance products, certain exclusions and eligibility criteria apply. A full summary of cover and detailed policy terms for each insurance product is available upon request.

TERMS AND CONDITIONS FOR INDIVIDUAL PRODUCTS AND SERVICES.

These website terms should be read in conjunction with the separate terms and conditions for the sale or supply of the individual products or services which are referred to on this website. In the event of any inconsistency between these terms and the specific product or service terms and conditions, the latter shall prevail.

 

ACCESS FROM OUTSIDE THE UK.

The vehicle and product specifications on this website are, unless stated otherwise, for the UK market only. These specifications (including what is optional and what is standard equipment) may vary in other markets. However some vehicle images may be of models supplied in other markets, for example showing left-hand drive, and not reflecting specifications in the UK.


Unless otherwise stated, the finance, leasing and insurance products and services on this website are available only to residents of the UK (excludes the Channel Islands and Isle of Man).


The information and other materials contained in this website may not satisfy the laws in countries outside the UK. If you choose to access this website from outside the UK you are responsible for ascertaining to what extent local laws are applicable and compliance with local laws. Any telephone numbers and charges shown only apply to calls made from within the UK.

Privacy Policy

Privacy Policy

  1. GENERAL

1.1       William Morgan Group, composed of North Oxford Ltd and Wollaston Motors Ltd together with any group companies (“we” “us” “our”) are committed to protecting and respecting your privacy. For the purposes of data protection legislation, we are the data controller and we will process your personal data in accordance with the General Data Protection Regulation (EU) 2016/679 and national laws which relate to the processing of personal data. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

  1. VISITORS TO OUR WEBSITE

2.1       Our website is jointly owned and operated by BMW Group and you can access their Privacy Policy here https://www.bmw.co.uk/global/privacy-policy. Any information collected on this website will be shared between BMW Group and us and we may process in the following circumstances:

2.1.1         when you complete forms on our website (“Site”). This includes name, address, telephone number and email address which is provided at the time of registering to use our Site, where you ask us to contact you about our goods or services, subscribe to our mailing list, or subscribe/request or goods or services;

2.1.2         whenever you provide information to us when reporting a problem with our Site, making a complaint, making an enquiry or contacting us for any other reason. If you contact us, we may keep a record of that correspondence;

2.1.3         details of your visits to our Site including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise, and the resources that you access (see section 2.2.2 on Cookies below);

2.1.4         whenever you disclose your information to us, or we collect information from you in any other way, through our Site.

2.2       We may also collect data in the following ways:

IP Address

2.2.1         We may collect information about your device, including where available your Internet Protocol address, for reasons of fraud protection. We may also collect information about your device’s operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.

Cookies

2.2.2         Our Site uses cookies to distinguish you from other users of our Site. This helps us to provide you with a good experience when you browse our Site and also allows us to improve our Site. For detailed information on the cookies we use and the purposes for which we use them see the BMW Group Cookie Policy displayed on the site.

2.3       We may use your personal data for our legitimate interests in order to:

2.3.1         provide you with information, or services that you requested from us;

2.3.2         allow you to participate in interactive features of our Site, when you choose to do so;

2.3.3         ensure that content from our Site is presented in the most effective manner for you and for your device;

2.3.4         improve our Site and services;

2.3.5         process and deal with any complaints or enquiries made by you; and

2.3.6         contact you for marketing purposes where you have signed up for these (see section 7 for further details).

Website Links

2.4       Our Site may, from time to time, contain links to and from the websites of third parties.             Please note that if you follow a link to any of these websites, such websites will apply different terms to the collection and privacy of your personal data and we do not accept any responsibility or liability for these policies. When you leave our Site, we encourage you to read the privacy notice/policy of every website you visit.

  1. CUSTOMERS

3.1       We will collect details such as name, address, email, telephone number, and where you request finance we will collect your bank details, national insurance number, employment information, marital status and other information which we will provide to our finance partners, when you order goods or services from us either via our Site, over the telephone or in person at one of our centres. We will use this information to process your order and comply with our contractual obligations.

 3.2       In order to perform our contract with you, we may also need to share personal data with third parties such as finance providers, insurance companies and other third parties to assist in the delivery of goods or services you have ordered. The following third parties are examples of these companies we may need to share your data with in order to assist you, this list is non exhaustive; CITnow, Copper Solutions, AIG, AXA Insurance Company, Accident Exchange, British Car Auctions, BMW Financial Services, BMW, Alphabet. On occasion, we may provide your data to mailing houses and email marketing platforms where the law allows them to send you information on our behalf.

3.3       We may also advertise your feedback on our website and marketing materials (subject to obtaining your prior consent where necessary);

3.4       Except as otherwise permitted or required by applicable law or regulation, we will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legitimate interest, contractual obligation, legal, accounting, or reporting requirements, and we will review this from time to time. In any event this will not usually exceed six years from our last engagement after which the personal information will be securely destroyed. Under some circumstances we may anonymise your personal data so that it can no longer be associated with you. We reserve the right to use such anonymous data for any legitimate business purpose without further notice to you or your consent.

Where you have subscribed to receive marketing correspondence from us we will keep your personal data for the period of time described in section 7 below. 

  1. SUPPLIERS

4.1       We will collect details such as names, email addresses, telephone numbers and bank details in order to contact you about goods or services ordered with you, to place further orders and to pay you for the goods and/or services supplied. We will keep the personal data for 6 years further to being provided with the goods/services.

  1. IF YOU FAIL TO PROVIDE PERSONAL DATA

5.1       Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide the data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example to provide you with our goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

  1. MARKETING

6.1       In addition to the uses described in sections 2-4 above, where you indicate you would like to receive marketing correspondence from us, subscribe to our mailing lists or newsletters, enter into any of our competitions or provide us with your details at networking events we may use your personal data for our legitimate interests in order to provide you with details about our products, services, offers, events and business updates which we think may be of interest.

6.2       You have the right to opt-out of receiving the information detailed in section 7.1 at any time. To opt-out of receiving such information you can:

6.2.1         tick the relevant box situated in the form on which we collect your information; or

6.2.2         inform the member of our team who is processing your order;

6.2.3         update your marketing preferences by following the link contained in any such communication received; or

6.2.4         email us at marketing@williammorgangroup.co.uk or call 01604 232000 providing us with your name and contact details.

6.3       Where you have subscribed to receive marketing correspondence from us we will keep personal data for up to 6 years from your last contact with us.

6.4       We may share your details with BMW Group Companies for marketing purposes. To unsubscribe from these please email marketing@williammorgangroup.co.uk

  1. MONITORING AND RECORDING

7.1       We may monitor and record communications with you, such as telephone communications and emails, for the purpose of quality assurance, training, fraud prevention and compliance. We also have CCTV cameras installed in our premises for the purpose of crime prevention and for health and safety reasons. We retain emails, telephone recordings and CCTV recordings for 6 months.

  1. AUTOMATED PROCESSING

8.1       We do not undertake automated decision making with your personal data We may from time to time review our database using automated processes for our legitimate businesses             Interests.        

  1. LEGAL BASIS FOR PROCESSING YOUR PERSONAL DATA

9.1       We will only use your personal data where the law allows us to. Most commonly, we will use your personal data in the following circumstances:

9.1.1         for performance of a contract we enter into with you;

9.1.2         where necessary for compliance with a legal or regulatory obligation we are subject to;

9.1.3         to protect your interest in the event there is a product safety notification or recall; and

9.1.4         for our legitimate interests (as described within this policy) and your interests and fundamental rights do not override these interests.

  1. DISCLOSURE OF PERSONAL DATA to third parties

10.1     In addition to the third parties mentioned above, we may disclose your information to third parties for our following legitimate interests as follows: 

10.1.1       to staff members in order to facilitate the provision of goods or services to you;

10.1.2       to our affiliated entities to support internal administration;

10.1.3       IT software providers that host our website and store data on our behalf;

10.1.4       professional advisers including consultants, lawyers, bankers and insurers who provide us with consultancy, banking, legal, insurance and accounting services;

10.1.5       HM Revenue and Customs, regulators and other authorities who require reporting of processing activities in certain circumstances; and

10.1.6       third parties who we may choose to sell, transfer or merge parts of our business or assets. Alternatively, we may seek to acquire other business or merge with them. If a change happens to our business then the new owners my use your personal data in the same way as set out in this privacy policy. 

10.2     We may disclose personal data to the police, regulatory bodies, legal advisors or similar third parties where we are under a legal duty to disclose or share personal data in order to comply with any legal obligation, or in order to enforce or apply our
website terms and conditions and other agreements; or to protect our rights, property, or safety of our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

10.3     We will not sell or distribute personal data to other organisations without your approval.

  1. CROSS-BORDER DATA TRANSFERS

11.1     We will not transfer your personal data outside the European Economic Area.

  1. DATA SECURITY

12.1     Where we have given you (or where you have chosen) a password which enables you to access certain parts of our Site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

12.2     Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your information transmitted to our Site; any transmission is at your own risk.

12.3     Information you provide to us is shared on our secure servers. We have implemented appropriate physical, technical and organisational measures designed to secure your information against accidental loss and unauthorised access, use, alteration or disclosure. In addition, we limit access to personal data to those employees, agents, contractors and other third parties that have a legitimate business need for such access.

  1. ACCESS TO, UPDATING, DELETING AND RESTRICTING USE OF PERSONAL DATA

13.1     It is important that the personal data we hold about you is accurate and current.  Please keep us informed if the personal data we hold about you changes. 

13.2     Data protection legislation gives you the right to object to the processing of your personal data in certain circumstances or withdraw your consent to the processing of your personal data where this has been provided. You also have the right to access information held about you and for this to be provided in an intelligible form. If you would like a copy of some or all of your personal information, please send an email to katie.harmer@williammorgangroup.co.uk In certain circumstances we reserve the right to charge a reasonable fee to comply with your request.

13.3     You can also ask us to undertake the following:

13.3.1       update or amend your personal data if you feel this is inaccurate;

13.3.2       remove your personal data from our database entirely;

13.3.3       send you copies of your personal data in a commonly used format and transfer your information to another entity where you have supplied this to us, and we process this electronically with your consent or where necessary for the performance of a contract; or

13.3.4       restrict the use of your personal data.

13.4     We may request specific information from you to help us confirm your identity and your right to access, and to provide you with the personal data that we hold about you or make your requested changes. Data protection legislation may allow or require us to refuse to provide you with access to some or all the personal data that we hold about you or to comply with any requests made in accordance with your rights referred to above. If we cannot provide you with access to your personal data, or process any other request we receive, we will inform you of the reasons why, subject to any legal or regulatory restrictions.

13.5     Please send any requests relating to the above to our Data Lead Katie Harmer, Group Business Compliance Officer, katie.harmer@williammorgangroup.co.uk 01604 232000 specifying your name and the action you would like us to undertake.

  1. RIGHT TO WITHDRAW CONSENT

14.1     Where you have provided your consent to the collection, processing and transfer of your personal data, you have the legal right to withdraw your consent under certain circumstances. To withdraw your consent, if applicable, please contact us at marketing@williammorgangroup.co.uk.

  1. CHANGES TO OUR PRIVACY POLICY

15.1     We reserve the right to update this privacy policy at any time, and any changes we make to our privacy policy will be posted on this page. We will notify you if there are any changes to this policy that materially affect how we collect, store or process your personal data. If we would like to use your previously collected personal data for different purposes than those we notified you about at the time of collection, we will provide you with notice and, where required by law, seek your consent, before using your personal data for a new or unrelated purpose. We may process your personal without your knowledge or consent where required by applicable law or regulation.

  1. CONTACT US

16.1     We have appointed a Data Lead to oversee compliance with this privacy policy. If you have any questions, comments or requests regarding this policy or how we use your personal data please contact our Data Lead at Katie Harmer, Group Business Compliance Officer, katie.harmer@williammorgangroup.co.uk 01604 232000. This is in addition to your right to contact the Information Commissioners Office if you are unsatisfied with our response to any issues you raise at https://ico.org.uk/global/contact-us/

 

Last updated: 10 May 2018.

Cookie Policy

Cookie Policy

What is a Cookie?


A cookie is a small text file that stores Internet settings. Almost every website uses cookie technology. The cookie is downloaded by your Internet browser the first time you visit a website. The next time you visit this website from the same device, the cookie and the information in it are either sent back to the originating website (first-party cookies) or to another website to which it belongs (third-party cookies). By that, the website can detect that it has already been opened using this browser, and in some cases it will then vary the content it shows.

Some cookies are extremely useful because they can improve your user experience when you return to a website you have already visited. This assumes that you are using the same device and the same browser as before; if so, cookies will remember your preferences, will know how you use the website, and will adapt the content you are shown so that it is more relevant to your personal interests and needs.

Your cookie settings on this website.

Cookies on this website that do not require approval.

Cookies that are essential, also known as ‘strictly necessary’ cookies, enable features without which you would not be able to use the website as intended. These cookies are used exclusively by BMW and are therefore known as first-party cookies. They are only saved on your computer while you are actually browsing the website. An example of why strictly necessary cookies are used is so that when you open the car configurator, you receive a version of it which corresponds to the data volume which your current Internet connection can handle. Another example of what these cookies do is facilitate a switch from http to https when you change pages, so that the security of data transmitted is maintained. Furthermore, a cookie of this kind is used to store your decision about the use of cookies on our website. Your consent is not required for the use of strictly necessary cookies.

Strictly necessary cookies cannot be disabled using the features of this website. You can however completely disable cookies in your browser at any time.

First-party cookies on this website that require consent
Cookies which, in strictly legal terms, are not absolutely essential in order to use this website, do nevertheless fulfill important functions. Without these cookies, features that enable our website to be used easily, such as pre-completed forms, will no longer be available. Settings you make, such as language choices, will no longer be saved, so you will be asked about them every time you change pages. As well as that, we will no longer have a way of presenting offers to you that are tailored to you personally. 

You have enabled first-party cookies that require consent.


The use on this website of third-party cookies that require consent 
BMW has integrated content belonging to third parties on this website. An example of this is the incorporation of Facebook services and YouTube videos. These third-party providers can in theory place cookies while you visit the BMW website, and in doing so can obtain information about the fact that you have visited a BMW website. Please visit the websites belonging to those third-party providers if you need more information about how they use cookies. If you have decided not to provide your consent to the use of cookies that require it, or if you have revoked that consent, then you will only be provided with website features whose use does not require such cookies. Areas of the website that can potentially incorporate content from third parties, and which therefore place third-party cookies, will not be available to you if that is the case. You will be informed accordingly. If this happens and you do decide that you want to use that website content, then you will be able to, provided you give your consent to the use of cookies that require it. To do that, please activate the feature on our website that is provided for that purpose. If you do not want to accept cookies at all, then you can also configure that in your browser.

You have approved the use of third-party cookies.

Categories of Cookies
Based on what function cookies have and the purpose for which cookies are used, there are four categories of cookie: strictly necessary cookies, performance cookies, functional cookies and marketing cookies.

Strictly necessary cookies
are essential in order to enable you to move around the website and use its features. Without these cookies, some services cannot be provided – for example, remembering previous actions (e.g. entered text and vehicle configurations) when navigating back to a page in the same session.

Performance cookies
gather information about how a website is used – for example, which pages a visitor opens most often, and whether the user receives error messages from some pages. These cookies do not save information that would allow the user to be identified. The collected information is aggregated, and therefore anonymous. These cookies are used exclusively to improve the performance of the website, and with it the user experience.

Functional cookies
enable a website to save information which has already been entered (such as user names, languages choices, and your location), so that it can offer you improved and more personalised functions. For example, a website can offer you local, price-relevant tax information if it uses a cookie to remember the region in which you are currently located. Functional cookies are also used to enable features you request such as playing videos. These cookies collect anonymous information and cannot track your movements on other websites.

Marketing cookies
are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement and to help measure the effectiveness of advertising campaigns. They remember whether you have visited a website or not, and this information can be shared with other organisations such as advertisers. Cookies for improving group targeting and advertising will often be linked to site functionality provided by other organisations.

 

Domain Name Duration Purpose Party Description
adnxs.com anj 3 months Targetted advertising 3rd party Registers a unique ID that identifies a returning user's device. The ID is used for targeted ads.
  uuid2 3 months Targetted advertising 3rd party Registers a unique ID that identifies a returning user's device. The ID is used for targeted ads.
jsonp.contactatonce.com ASP.NET_Sessionid Session Essential 1st party This is a standard website cookie that maintains basic function of the website. It is not tracking nor does it collect personal data
doubleclick.net IDE 13 months Targetted advertising 3rd party Used by Google DoubleClick to register and report the website user's actions after viewing or clicking one of the advertiser's ads with the purpose of measuring the efficacy of an ad and to present targeted ads to the user.
facebook.com fr 3 months Tracking 3rd party Used by Facebook to deliver a series of advertisement products such as real time bidding from third party advertisers.
vars.hotjar.com Local storage   Behavioural 3rd party Stores information relating to how you use the website. Any personal data is anonymised automatically
linkedin.com UserMatchHistory 1 month Tracking 3rd party This cookie is used by LinkedIn for advertisement analytics
  bcookie 24 months Tracking 3rd party Stores the unique ID for this browser
  lang Session Non-tracking flag 3rd party Stores the chosen language that the browser uses
  lidc 1 day Tracking 3rd party Used for routing
ads.linkedin.com BixoID 1 month Tracking 3rd party LinkedIn Ad analytics
  lang Session Non-tracking flag 3rd party Stores the chosen language that the browser uses
mookie1.com id 12 months Targeted marketing 3rd party Registers a unique ID that identifies a returning user's device. The ID is used for targeted ads.
  mdata 12 months Targeted marketing 3rd party Registers a unique ID that identifies a returning user's device. The ID is used for targeted ads.
quantserve.com mc 12 months Behavioural targetting 3rd party Collects data on the user's visits to the website, such as what pages have been loaded. The registered data is used for targeted ads.
twitter.com personalization_id 24 months Tracking 3rd party This cookie is set by Twitter - The cookie allows the visitor to share content from the website onto their Twitter profile. 
North Oxford Garage __utma 24 months Tracking 1st party Stores the amount of visits (for each visitor), the time of the first visit, the previous visit, and the current visit.
  __utmb 1 hour Tracking 1st party This is to check approximately how fast people leave: when a visit starts, and approximately ends.
  __utmc Session Tracking 1st party This is to check approximately how fast people leave: when a visit starts, and approximately ends.
  __utmt_UA-10758956-1 1 hour Non-tracking flag 1st party This changes the request rate to compensate for network load (non-tracking)
  __utmv Immediate Segmentation information 1st party Used for user-custom variables in Analytics.
  __utmz 6 months Non-tracking flag 1st party Records whether the visitor came from a search engine (and if so, the search keyword used), a link, or from no previous page (e.g. a bookmark).
  _dc_gtm_UA-39468840-1 1 hour Non-tracking flag 1st party Records which group your website behaviour belongs to. Not personally tracking
  _fbp 3 months Targetted advertising 1st party Used by Facebook to deliver a series of advertisement products such as real time bidding from third party advertisers.
  _ga 2 years Tracking 1st party Registers a unique ID that is used to generate statistical data on how the visitor uses the website.
  _gat_UA-*  (x6) 1 hour Non-tracking flag 1st party This changes the request rate to compensate for network load (non-tracking)
  _gcl_au 3 months   1st party Used by Google AdSense for experimenting with advertisement efficiency across websites using their services.   
  _gid 1 day   1st party Registers a unique ID that is used to generate statistical data on how the visitor uses the website.
North Oxford Garage _hjIncludedInSample Session Non-tracking flag 1st party Records which group your website behaviour belongs to. Not personally tracking
  bmwAllowCookies 1 week Essential 1st party This cookie records your opt-in or opt-out of allowing all other cookies
  Local storage     1st party  
  bmwContactUsVehicleType   24 hours Tracking 1st party This cookie stores the value of new or existing customers on the “/contact-us/” page on all retailer sites.

Company Information

Company Information

he Registered Name: North Oxford Garage Limited

Company Registered Number: 399428

Place of Registration: England and Wales

Registered Office Address: Wollaston Motors, Bedford Road, Northampton, Northamptonshire, NN1 5SZ

VAT Number: GB 490 8767 96

Email Address: Richard.Berry@OxfordBMW.co.uk

FCA Status Disclosure: North Oxford Garage Ltd is authorised and regulated by the Financial Conduct Authority for regulated consumer credit activities (limited permissions) and is an appointed representative for general insurance mediation of South Quays Limited which is authorised and regulated by the Financial Conduct Authority.

MODERN SLAVERY AND HUMAN TRAFFICKING.

Under the UK’s Modern Slavery Act 2015, we are required to publish a Slavery and Human Trafficking statement, describing what steps have been taken to address the risk of slavery and human trafficking occurring in our own operations or our supply chain.

The Statement relating to the William Morgan Group can be found here.

Complaints Procedure

Complaints Procedure

BMW (UK) Limited (BMW) is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way.

BMW will investigate all complaints competently, diligently and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for you.

We are committed to providing a customer experience of the highest standard, but sometimes things can go wrong. If something isn’t right and you need our help please click on the below area which relates to your complaint.

Complaints regarding insurance policies

Step 1

Discussion with your BMW Centre.

If you have a concern with either your vehicle or the service you have received at your BMW Centre, please firstly raise this with the Service Manager or Head of Business at the BMW Centre itself. They are best placed to address your concerns and if required, will contact us directly on your behalf.

 

Step 2

Contacting us.

Should you remain unhappy with your BMW Centre’s response, please contact us by your preferred method from the list below.

Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire GU14 0FB

Telephone:

0370 5050 160

Email:

customer.service@bmw.co.uk

We’re here:
9am - 6pm Monday to Friday

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;
  • 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 commitment to you.

  • We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us
  • We will do our best to resolve your complaint quickly, by the end of the next business day if possible. If this is not possible, and your complaint relates to our credit broking, we will:
    • 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.
  • In some cases we’ll need to contact your BMW Centre for more information. If appropriate, we may refer the complaint directly to them for information or action
  • We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision

 

Financial Services

If your complaint relates to a finance agreement with BMW Financial Services, please click below for details on BMW Financial Services’ complaint handling procedure.

Find out more

 

Step 3

What if I remain unhappy with your response?

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from BMW Financial Services (GB) Limited and you must have given us the opportunity to find a resolution first. You must also 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’s details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:

0300 123 9 123

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

You may also raise a complaint with any of the trade bodies listed below.

 

Motor Codes

Motor Codes is a government-backed, self-regulatory body for the motor industry. BMW subscribes to the New Car Code, which covers the sale of new cars, warranties, the availability of replacement parts, and advertising and complaint handling. In addition, our BMW Centres subscribe to the Service and Repair Code which commits them to open, transparent and fair methods of business aiming to maintain consistently high standards.

Telephone:

0207 3441 651

Email:

consumer@motorcodes.co.uk

Website:

www.motorcodes.co.uk

 

BVRLA conciliation

BMW is a member of the British Vehicle Rental and Leasing Association (the BVRLA). If you are not happy with our final response and would like to refer your complaint to the BVRLA’s conciliation scheme, you may email them at:

complaint@bvrla.co.uk

or write to them at:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

 

The European Commission’s Online Dispute Resolution Service

European legislation guarantees consumers:

  • fair treatment;
  • products which meet acceptable standards;
  • a right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to:

http://ec.europa.eu/consumers/odr/