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MINI FINANCIAL SERVICES CUSTOMER COMPLAINTS.

MINI Financial Services, a trading name of BMW Financial Services (GB) Limited, is committed to providing products and service of the highest standard. If for any reason you feel we have not lived up to your expectations or you are not entirely satisfied with any aspect of our service please let us know. The information shown below provides a brief overview of how we deal with complaints, our customer complaints process and where to direct any complaints. 

 
MINI Financial Services 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 the customer. 
 
For details of how to make a complaint in relation to your MINI insurance, please select the appropriate insurance product and policy document on the MINI Insurance Solutions page.
 
The FCA’s deadline (29th August 2019) regarding Payment Protection Insurance Complaints (PPI) has now passed. MINI FS will therefore not consider any complaints about PPI we receive after this date. 

HOW TO COMPLAIN ABOUT YOUR FINANCE AGREEMENT.

STEP 1: CONTACT US.

For a new complaint, please complete the complaint form by clicking on the button below. 

We’re here:

8.30am - 6pm Monday to Friday
9am - 12.30pm Saturday

Email us at: csescalations@bmwfin.com

Write to us at:
Customer Escalations Team
MINI Financial Services
Summit ONE
Summit Avenue
Farnborough
Hampshire
GU14 0FB

Call us on: 0370 5050 197

Calls are charged at the local rate, plus your phone company’s access charge.

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;
  • your agreement number, if you have one;
  • 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 procedures.

We will do our best to resolve your complaint quickly, and will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or:  

  • 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, and
  • in each case provide you with the contact details for the Financial Ombudsman Service

Step 2: If you are still not happy.

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within eight weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must 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 SERVICE.

Call us on: 0300 123 9 123

Calls are charged at the local rate, plus your phone company’s access charge.

We're here:
8am - 8pm Monday to Friday (excluding bank holidays)
9am - 1pm Saturday

Email us at: complaint.info@financial-ombudsman.org.uk

Write to us at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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 use the link below.

BVRLA CONCILIATION.

We are also members of the British Vehicle Rental and Leasing Association (BVRLA). All vehicles returned to MINI Financial Services are inspected in line with the British Vehicle Renting and Leasing Association fair wear and tear guidelines. This ensures that all customers are treated fairly with regard to any potential charges upon the vehicle return.

Unresolved complaints may also be referred to them by visiting their website www.bvrla.co.uk.

or by email to: complaint@bvrla.co.uk

or by writing to them at:
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

or by Fax: 01494 434499

Complaints Data

COMPLAINTS PUBLICATION REPORT.

Firm name: BMW Financial Services (GB) Limited  

Other firms included in this report (if any): None 

Period covered in this report: 1st January 2020 – 30th June 2020  

Brands/trading names covered: BMW Financial Services, MINI Financial Services, BMW Motorrad Financial Services, ALPHERA Financial Services, Rolls-Royce Motor Cars Financial Services, BMW Contract Hire, BMW Group Financial Services, Alphera Insurance Solutions, Aston Martin Financial Services, BMW Finance, BMW Group Insurance Solutions, BMW Insurance Solutions, BMW Motorrad Finance, BMW Motorrad Insurance Solutions, MINI Finance, MINI Insurance Solutions. 

Product/service grouping Insurance and pure protection Credit related
Provision (at reporting period end date) N/A 4.2 complaints per 1000 credit related agreements
Intermediation (total number of PPI policies previously sold) 1.5 complaints per 1000 policies sold N/A
Number of complaints opened 118 2,671
Number of complaints closed 118 2,704
Percentage closed within 3 days 0% N/A
Percentage closed after 3 days but within 8 weeks 12% N/A
Percentage upheld 16% 46%
Main cause of complaints opened Product disclosure information N/A

To help you put these figures into context: 

The number of insurance related complaints opened during the reporting period is equivalent in volume to 1.5 complaints per 1000 PPI policies previously sold. 

The number of credit related complaints opened during the reporting period is equivalent in volume to 4.2 complaints per 1000 credit-related regulated agreements in place on 30th June 2020.