Customer Complaints Procedure31/05/2017
If something isn’t right and you need our help, please call us on:
020 7409 3355
We’re here: 9am – 6pm Monday – Friday
Or email us at: Customer.email@example.com
Or write to us at: BMW Park Lane, 70 Park Lane, London W1K 7TT
We aim to respond within 72 hours.
BMW Park Lane is committed to providing a customer experience 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 will do our best to help resolve the situation in a fair and transparent way.
We will investigate all complaints competently, diligently and obtain additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome.
Our commitment to you: We will 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 we will, within 3 working days, provide a written acknowledgement of your complaint and 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.
We will endeavour to resolve your complaint as quickly as possible and keep you informed of the progress and look to supply you with a final response within 8 weeks of receiving the complaint.
We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.
If you are dissatisfied with our response, or we have not provided our final response within 8 weeks of receiving the complaint you may be able to refer the matter to an independent adjudicator, details of which are provided at the end of this procedure.
Step 1 – Contacting us: If you have a concern with either your vehicle or the service you have received from us, please firstly raise this with the Manager of the business area your complaint is about.
Step 2: What you will need to provide: To help us investigate and try and resolve your complaint, please provide us with the following information: Your name and address together with 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.
Step 3: Still unhappy If you are still unhappy following our final response you have a choice of alternatives which can depend upon the subject of your complaint.
You can contact BMW Customer Services on: Customer Services BMW (UK) Ltd Summit ONE Summit Avenue Farnborough Hampshire GU14 0FB
Telephone 0370 5050 160 Mon – Fri 9am – 6am Email: firstname.lastname@example.org
Or if the complaint is regarding a finance agreement or the vehicle funded under a finance agreement please contact the finance company shown on your agreement. This will normally be BMW Financial Services Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB. Their contact details can be found at https://site.bmw.co.uk/contact-us/financial-services/bmw-financial-services-customer-complaints/
For any other finance company their contact details should be on the agreement. Please note that Park Lane Limited is a credit broker not a lender therefore can only investigate complaints about how we have introduced and sold the finance agreement, for all other complaints about the finance agreement we will refer you to the lender.
Alternatively if you remain dissatisfied with our response you may be able to refer the matter for an independent review under the alternative dispute resolution process. The bodies you may be able to refer your complaint to are as follows:
The Financial Ombudsman Service: For the sale of a finance agreement if you remain dissatisfied with our response you may have the right to refer the complaint to the Financial Ombudsman Service, they will consider complaints if you are a private individual, an enterprise that employs less than 10 people and has a turnover of less than 3 million euro (or equivalent), a charity with a turnover of less than £1 million, or trustee of a trust with less and £1 million assets. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint. We will advise you if you may have the right to refer to the Financial Ombudsman.
If the complaint involves a new vehicle, the warranty, servicing or repair and you still remain unhappy you can refer the matter to the Motor Ombudsman:
The Motor Ombudsman is the automotive dispute resolution body. To refer a complaint to the Motor Ombudsman you must be give us the opportunity to resolve your complaint, if you are dissatisfied with our response or have not had a resolution within eight weeks you may be able to refer the matter to the Motor Ombudsman, any referral must be within six months of the date of our final response.
The Motor Ombudsman, 71 Great Peter Street, London SW1 2BN Telephone: 0345 241 3008 Great Peter Street, London SW1 2BN Email: [consumer@ tmo-uk.org](Mailto:consumer@ tmo-uk.org)
Alternatively there is 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 Commissioner’s Online Dispute Resolution (ODR) Service. For full details please go to:
If something isn’t right and you need our help, please call us on: 020 7409 3355 or click here to email we’re here: 9am – 6pm Monday – Friday