Review Time
Shawn has helped me from start to finish. A very easy process with being accepted on finance to then doing different finance for different cars. Once we found the car we liked it only took 3 business days to have everything wrapped up. Will be using again in future
Sent an email to BMW CEO Chris Brownridge in August 2025 due to disgusting service following the death of a family member. Was advised Chris left the business and my complaint would be forwarded to BMW Financial Services. Following chase emails by myself and further chases from the CEO Team, I am yet to receive an acknowledgement or response from BMW. Seems like once a family member passes away, so does the need for BMW to respond at all in relation to their unethical business practices. Bury your head in the sand and ignore complaints!! Well done BMW!
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!
My BMW had recall work undertaken June 2023 and then developed a major drive train error which two garages were paid approx £2000 to be able to not diagnose the fault but were able to tell me if needed a new engine at cost of 11 k. I returned the vehicle as unwilling to pay finance on top of this . I have written evidence which I sent to BMW complaints that the work done at the recall could have caused this error they fobbed me off . Lo and behold I’ve just saw the same vehicle was MOTd with no issues weeks after I returned and it and clearly sold for a large profit a couple of months later . I am significantly out of pocket and also had my credit rating ruined due to returning the vehicle . BMW complaints have been completely useless and unhelpful the full time . Over a month later and still no reply to this !
Consider this as ZERO STARS. Absolutely terrible company. My husband had finance with them more than 6 years ago, payed EVERYTHING, NO LATE PAYMENT. Till date his credit reports shows he has current late payments; therefore messing up his credit reports and any credit application (i.e mortgage). Been chasing for this to be cleared off for more than 3 months; everyday it’s an excuse, offering £250 for the delay but not solving the issue? Never seen my husband this frustrated!! TERRIBLE AND UNPROFESSIONAL COMPANY. AVOID!!!!!!
Still no update from BMW. Absolute rubbish that someone will reach out to you. Sent a legal letter on 20th June still no reply within 7 day timeframe. Will post in the press next as this is shocking. Acknowledgement on trust pilot but no follow up as usual.
If I could give a lower score I would.I am the executor of my late brother in laws will. He had a vehicle contract with BMW Financial services. I contacted them to inform them of his death and after they had received all the documentation they explained that we would receive settlement options in 5 working days. It took them 11 weeks to send the information and in the meantime they continued to take monthly payments when they knew the family were in financial difficulties at that time. After complaining about the time delay in receiving the options I received a final outcome letter where they failed to address the core of the complaint, why 11 weeks instead of 5 working days. No detail in the outcome letter and no contact with the family prior to their decision. The investigator made assumptions which are wrong. They failed to include documentation about referring our complaint to the Ombudsman even though they said they had.I wrote asking for more details about the investigation and highlighting that they had not addressed the core of the complaint. After two weeks and no reply I sent a further email, after another week I sent a further email, after no reply again I phoned to ensure my emails had been received. I spoke with a nice gentleman, Raj, who tried to put me through to the Customer Escalations Executive who were dealing with my complaint, I have a name and reference numbers. They refused to speak with me and told the gentleman to tell me that the complaint had been finalised.Honestly, how embarrassing, they are dealing with a grieving family. I’ve now referred my complaint to the Ombudsman. This could have been settled very quickly with a simple apology and explanation as to what went wrong and what they had put in place to ensure it wouldn’t happen to another grieving family. If we had received the options on time we could have stopped the payments until the Estate was finalised averting additional financial hardship for the family at that time.To be transparent BMW Financial Services did offer £150.00 as a gesture of goodwill, it hasn’t been accepted.Be aware if someone dies and they have a Contract Hire with BMW Finance, BMW want the car back straight away and they want FULL payment for the entire contract once the deceased Estate is finalised. We were 6 months into a 2 year contract. You can’t transfer the contract, the only option is they take the car back and the Estate pays for the full contract. It isn’t really an option.BMW, unbelievably poor customer service and as for the Customer Escalations Executive who refused to speak to the family you should be thoroughly ashamed of yourself (name know but decided not to publish).Update 17/11/25BMW Financial Services did review my complaint, they offered over £700 this time but didn’t explain how we got that and didn’t reply to my follow up emails, no surprise there. As probate has not been resolved as yet they cannot take the car back, so whilst we have to pay for it at least we can use it.At the end of October 2025 BMW sent an email to the deceased saying that they could look at different options as he approached the end of his contract. Obviously they don’t update their records as they have known since February 2025 the contract holder had died.Please, if you don’t want an awful experience avoid contract hire and definitely avoid BMW Financial Services.
Anyone looking to lease a BMW through BMW financial services, beware that unlike other (much better) leasing companies where you have the option to adjust your annual mileage, BMW have quietly taken this option away (even my broker was not informed!). So if your personal circumstances change and you want to adjust the annual mileage during the lease period, you cannot do this. 3 months into a 3 year lease, I asked if it was possible to INCREASE my miles per year (which would be more money for BMW), the answer was NO, as it is fixed for 3 years, regardless. All other lease/finance companies are very flexible with changes to annual mileage, so if you looking to take out a car lease - look somewhere else!!Update to review: 23 June 2025Following the above review, I was contacted by BMW Financial services to provide additional information to their escalations team. I provided the above information in more detail and.... the response was exactly the same! BMW do not allow changes to annual mileage once you have signed a lease agreement. What a waste of time asking me to provide additional information to give me the same answer. My original review still stands - if you want flexibility, DO NOT use BMW Financial services.
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BMW Financial Services (GB) Ltd offer a comprehensive suite of vehicle finance products, as well as providing a range of insurance and protection solutions.
We are responsible for brands such as BMW Financial Services, MINI Financial Services, BMW Motorrad Financial Services, ALPHERA Financial Services, Rolls-Royce Motor Cars Financial Services and Aston Martin Financial Services. BMW Financial Services (GB) Limited is authorised and regulated by the Financial Conduct Authority.See more
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