bmwfs.co.uk

Extremely Poor Customer Service in Relation to an ongoing Complaint!

In February 2023, I raised an initial complaint regarding a fault with the vehicle's sunroof. Although this issue was subsequently repaired and a settlement was offered, the same fault has reoccurred twice more, in October 2024 and again in June 2025. I raised another complaint in June 2025 concerning this reoccurrence. However, since then, I have experienced a significant lack of communication, multiple failed follow-ups, and overall poor handling of my concerns.Despite several attempts to chase the status of my complaint, I was either cut off, provided with no substantial information, or informed that my complaint had not even been opened. I was then told that I needed to submit a diagnostic report, which I did via email. I was then informed they hadn't received it so I had to re-send it.I subsequently I raised a new complaint specifically about the appalling level of customer service I had experienced. This complaint was upheld, and I was offered compensation, which I have not accepted due to the ongoing issues. I also do not understand how this complaint can be dealt with within a few days but my original complaint is still ongoing!Since then, I have submitted further documentation and continued to chase the status of my original complaint. Despite repeated assurances that my case handler would be contacted and that my complaint from February 2023 was re-opened, I have yet to receive any formal, proactive communication from BMW Financial Services to confirm the current status or next steps. I am honestly appalled at the Customer Service I have received and to also be told that you can not speak to a Manager because they are not Customer Facing is absolutely ludicrous! EDIT - in response to your response, I have submitted the information you requested however to be clear the csescalations team are the team that I am having issues with and are fully aware of my complaint!

Date of experience: Jul 23, 2025