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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.
My BMW X6 went in to the BMW dealership for it's first service. This included a mandatory software update in relation to the Integrated Brake System (IBS).Several days later, I approached the vehicle to find all side windows half way down. I thought that I may of accidently pressed the key button. I started the vehicle to drive off, and all screens went off. The screens reset into basic mode. This was repeated a few days later. The technician was called out, and after looking at the diagnostics, the vehicle was recovered as it was deemed unsafe to drive. The software updates have randomly affected a number of BMW's and critically the safety systems of the vehicles, such as lane assist, advance crash protection, distance/parking control etc. plus the autohold. Here we are 20+ weeks later. BMW's response; "new software will be rolled out shortly that should resolve the issues"? When I ended up in the middle of on-coming traffic because the autohold had turned itself off again, enough was enough. There is No explanation in writing from BMW customer Services, an uncomfortable secret for them. Buyer be aware. BMW support for these issues is almost none existent.Update: As per below, the message stated that they would contact me within 48 hours. 72 hours later, no response or attempt to contact me. BMWFS are as reliable as the software they are installing in their vehicles. The IBS software update is breaking BMW's. A very poor standard from CSM's sat with no name and no accountability in ivory towers.
Re BMW Mini- has developed major fault after 3.5years (bought brand new) Nobody I called could book in to diagnose the fault (intermittent cluster failure not displaying the speed/mileage etc) this was a part that I didn’t originally order either but was put on my new car.I was advised to get diagnosed elsewhere and two BMW specialists advised me there was no fault and to raise with BMW as it was a manufacture issue that should be covered under consumer rights act. I called BMW finance who asked me to raise it as a complaint which I did and have now after two months been told they aren’t doing anything and I need proof the issue was developing at time of sale which I don’t have as it failed in the last 6 months. No apology or anything and I haven’t been able to resolve this. Luckily Volkswagen have agreed a part ex and I’ve bought a new Polo instead of purchasing another mini or resolving issue and buying this Mini. Won’t be returning as a mini or BMW customer- really disappointed with literally no satisfactory response :(
I borrowed £13,000 against a £50,000 car. Due to a change of circumstances, I requested a settlement figure to pay off the finance after 2 and a bit months. Taking into account the 2 payments made, settling the fiance cost me £530. This is an extrapolated APR of 24% (assuming the same 2 monthly cost across 12 months - quoted APR for the term of the finance term was 11%)! The agent said the high settlement charge was because the costs are front loaded, the capital being paid off towards the end of the finance. This was not explained to me when I took out the finance. I must have purchased more than 15 new or nearly new BMWs over the years. This is my last ..
Agreement number - 3917154I paid the settlement figure which was from 13/05/2025 up until 10/06/2025 to the amount of £72,086,74, it shows on my online account a due balance of £70,806,48 which would leave an amount of £1,280,26 owed to me.I phoned up on Saturday and was put through to the relevant department after trying to explain the situation. The woman answered the phone with “are you there” no introduction or hello which is rude to say the least. She then tried to say that I actually still owe £150. When I asked her to explain this amount, she couldn’t. I was given £150 as a goodwill gesture due to a previous complaint around 2 weeks ago which is what I’m assuming this amount is.This company is horrendous! The majority are incompetent to the point I’ve phoned around 20 times to make sure the amount I paid was the actual amount and that would be the end of this. I was reassured time and time again that that was the amount I had to pay which all calls are recorded, and still I apparently owe £150Now I’ve had to start another complaint which could take more than 8 weeks which is why I was given £150 for my previous complaint, it was because it took over 8 weeks. The contact with the finance department has put me off BMW for life!
I’d give BMW Financial Services a zero-star rating if I could. My BMW iX, under agreement number 3830535, has been waiting for a high voltage battery repair since January 29, 2025, and BMW Finance has utterly failed to resolve the issue. The Financial Ombudsman requires complaints to be addressed within 8 weeks, but even after that deadline, I’ve been left with nothing—no explanation, no timeline, just limbo. I emailed them two weeks before their response was due, asking for an update, and got no reply, not even an acknowledgment. Then, when the 8 weeks were up, all they said was they’re “still investigating.” This isn’t how a proper financial service operates—companies like Barclays don’t leave customers hanging like this. I’m honestly baffled how BMW Finance is even licensed to operate in the UK. If your car runs fine, you might not notice their shortcomings, but when you’re stuck with a problem like mine, their customer service—and especially their financial service—turns out to be nonexistent and, frankly, the worst I’ve ever dealt with.I don’t initially sceptical of other people said, I only believe it when this happened to me.
I wrote to BMW customer services in Sept 2024 regarding DCA , i had one response in Dec 2024 confirming that DCA was on my account at the time . I am now still waiting letter and response , It is disgusting and if I have to use a Third party I will be seeking legal action to cover costs .Copy of you email confirming that a DCA was use don my agreement . We can confirm that a DCA was used on your agreement and we've logged a complaint for you. You'll receive a written acknowledgement letter for this soon and we'd like to reassure you there is no need for you to do anything at this stage. More Than One Finance Agreement?If you have or have had other finance agreements with us, we'll review each one separately and let you know the outcome. You don't need to contact us about each individual agreement. Court of Appeal DecisionOn 25 October 2024, the Court of Appeal made a ruling about motor finance. This ruling was about commission payments made to retailers and brokers. It will take some time to understand what this means for:Our customersOur businessRetailers and brokersWe are also awaiting guidance from the Financial Conduct Authority (FCA) on next steps. There is no need for you to do anything at this stage. QuestionsIf you have any questions, please check our questions and answers by visiting our website. You can also learn more about the FCA's review by visiting the FCA's website. Kind regards, Mini financial services Customer Services Regulations TeamSummit ONESummit AvenueFarnboroughHampshire GU14 0FBMail:Web: I AM STILL WAITING A RESPONSE AND LETTERS 5 MONTHS LATER , 8 MONTHS AFTER INTIAL ENQUIRY ..
Unfortunately BMW FS/Alphera FS, have ruined my day to day life for the past several months. What initially was a very straightforward case to be resolved, which they agreed was the best way forward, has now turned out to be a mentally, and physically exhausting ordeal which continues till this day. The car in question was declared unroadworthy and riddled with faults, which the SDL refused to fix. BMW FS/Alphera agreed that I was in the right and they a FULL REJECTION would now take place. This was the last I heard over 6 months ago. No emails, no calls nothing. I email them daily asking, begging for a response or resolution but I am met with silence. I have the financial ombudsman also get involved and they are also being met with silence. I am now planning to have the FCA involved as the agreement is regulated and I have continued to make payment even though the car has not moved from the driveway since Sept 2024. BBC watchdog will e contacted this week also as I am out of ideas and cannot afford for this to carry on any longer.
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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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