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.
Park Lane Customer Complaints Procedure.
If something isn’t right and you need our help, please call us on:
0330 173 1215
We’re here: 09.00-18.00 Monday – Friday
Or email us at: Customer.firstname.lastname@example.org
Or write to us at: BMW Park Lane, 70 Park Lane, London W1K 7TT
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.
BMW Customer Services.
Should you remain unhappy with Park Lane's response, please contact us by your preferred method from the list below.
BMW (UK) Limited
Hampshire GU14 0FB
0370 5050 160
09.00-18.00 Monday to Friday
If your complaint relates to a finance agreement with BMW Financial Services, please click below for details on BMW Financial Services’ complaint handling procedure.
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.
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
0300 123 9 123