COMPLAINTS
PROCEDURES.

Vertu Motors (Continental) Limited COMPLAINTS PROCEDURE

We are committed to providing a customer experience of the highest standard, but sometimes things can go wrong. If something isn’t right and you need our help please see below the complaints procedure for each area. 

INSURANCE POLICIES

If your complaint is related to insurance policies please click the link below: 

Vertu Motors (Continental) Limited COMPLAINTS PROCEDURE

If something isn’t right and you need our help, please call us on:

01904 376 837

Or email us at: datacontroller@vertumotors.com

Or write to us at: Clifton Moor Gate, Clifton Moor, York, YO30 4WR

We aim to respond within 72 hours.

Vertu Motors (Continental) Limited is committed to providing a customer experience 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 will do our best to help resolve the situation in a fair and transparent way.

We will investigate all complaints competently, diligently and obtain additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome.

Our commitment to you: We will thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We will do our best to resolve your complaint quickly, by the end of the next business day if possible. If this is not possible we will, within 3 working days, provide a written acknowledgement of your complaint and 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.

We will endeavour to resolve your complaint as quickly as possible and keep you informed of the progress and look to supply you with a final response within 8 weeks of receiving the complaint.

We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.

If you are dissatisfied with our response, or we have not provided our final response within 8 weeks of receiving the complaint you may be able to refer the matter to an independent adjudicator, details of which are provided at the end of this procedure.

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.

MINI UK Customer Service
Summit ONE
Summit Avenue
Farnborough
Hampshire
GU14 0FB
Telephone: 0370 5050 122
Email: customer.service@mini.co.uk

Or if the complaint is regarding a finance agreement or the vehicle funded under a finance agreement please contact the finance company shown on your agreement. This will normally be MINI Financial Services Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB. Their contact details can be found at https://offers.mini.co.uk/existing-customers

For any other finance company their contact details should be on the agreement. Please note that Park Lane Limited is a credit broker not a lender therefore can only investigate complaints about how we have introduced and sold the finance agreement, for all other complaints about the finance agreement we will refer you to the lender.

Alternatively if you remain dissatisfied with our response you may be able to refer the matter for an independent review under the alternative dispute resolution process. The bodies you may be able to refer your complaint to are as follows:

The Financial Ombudsman Service

For the sale of a finance agreement if you remain dissatisfied with our response you may have the right to refer the complaint to the Financial Ombudsman Service, they will consider complaints if you are a private individual, an enterprise that employs less than 10 people and has a turnover of less than 3 million euro (or equivalent), a charity with a turnover of less than £1 million, or trustee of a trust with less and £1 million assets. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint. We will advise you if you may have the right to refer to the Financial Ombudsman.

Financial Ombudsman Service,
Exchange Tower,
London E14 9SR
Telephone: 0300 1239 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Motor Ombudsman

If the complaint involves a new vehicle, the warranty, servicing or repair and you still remain unhappy you can refer the matter to the Motor Ombudsman:

The Motor Ombudsman is the automotive dispute resolution body. To refer a complaint to the Motor Ombudsman you must be give us the opportunity to resolve your complaint, if you are dissatisfied with our response or have not had a resolution within eight weeks you may be able to refer the matter to the Motor Ombudsman, any referral must be within six months of the date of our final response.

The Motor Ombudsman,
71 Great Peter Street,
London
SW1 2BN
Telephone: 0345 241 3008
Email: consumer@tmo-uk.org

European Commission

Alternatively 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 Commissioner’s Online Dispute Resolution (ODR) Service. For full details please go to: https://ec.europa.eu/consumers/odr/

BMW COMPLAINTS  PROCEDURE

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.

Step 1: Discussion with your BMW Centre.

If you have a concern with either your vehicle or the service you have received at your BMW Centre, please firstly raise this with the Service Manager or Head of Business at the BMW Centre itself. They are best placed to address your concerns and if required, will contact us directly on your behalf.
 

Step 2: Contact us.

Should you remain unhappy with your BMW Centre’s response, please contact us by your preferred method from the list below.

Write to us at:
Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire
GU14 0FB

Call us on: 0370 5050 160

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

We're here:
8am - 7pm Monday to Friday

Email us at:
customer.service@bmw.co.uk

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;
• 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 commitment to you.

We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We will do our best to resolve your complaint quickly, sending a Summary Resolution Letter if your complaint can be resolved by close of the third business day following receipt. If your complaint relates to our credit broking activities and cannot be resolved by close of the third business day, we will:

• 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.

In some cases we’ll need to contact your BMW Centre for more information. If appropriate, we may refer the complaint directly to them for information or action.

We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.

Financial Services

If your complaint relates to a finance agreement with BMW Financial Services, please click below for details on BMW Financial Services’ complaint handling procedure.

Step 3: 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 MINI Financial Services, a trading name of BMW Financial Services (GB) Limited, and you must have given us the opportunity to find a resolution first. You must also 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’s details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234 567

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

Website: www.financial-ombudsman.org.uk

You may also raise a complaint with any of the trade bodies listed below.

THE MOTOR OMBUDSMAN.

The Motor Ombudsman is the UK's government-backed, self-regulatory body for the motor industry.

Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. BMW is accredited to the Motor Industry Code of Practice for New Cars.

Over 7,500 businesses, are accredited to one or more of the Codes covering new cars, sales, vehicle warranties and servicing and repair. These drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

Address:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN

Telephone: 0345 241 3008

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 go to: https://ec.europa.eu/consumers/odr/