BMW UK and its authorised dealerships are committed to delivering excellent customer service.
However, if issues arise with your vehicle, service or dealership experience, you have clear pathways to resolution. You must first raise your dispute with BMW UK directly and give them the opportunity to resolve it. BMW UK is accredited to The Motor Ombudsman’s Motor Industry Codes of Practice, and many disputes can be resolved within the business’s own complaints process.
If your complaint remains unresolved after eight weeks, you may escalate to The Motor Ombudsman for independent review. We offer Alternative Dispute Resolution (ADR) for disputes around faulty cars, rejected vehicles or unsuitable repairs. This page explains how to make a complaint to BMW UK and when The Motor Ombudsman can assist.
Before making a complaint, ensure you have read BMW UK’s full complaints policy.
BMW UK Complaint Details
Phone Number
To make a BMW complaint, you can contact BMW UK by calling:
Phone: 0370 5050 160
Available: Monday to Friday, standard business hours
Address
Send written complaints to BMW UK’s customer service department address.
Address: Customer Service BMW (UK) Limited, Summit ONE, Summit Avenue, Farnborough, Hampshire
GU14 0FB
You can also reach out to BMW UK’s dedicated customer service team via the email address below, or via their website contact page.
Email: customer.service@bmw.co.uk
When can The Motor Ombudsman help with BMW complaints?
f you have directly contacted BMW UK and they have been unable to resolve your complaint within eight weeks, The Motor Ombudsman may be able to help through independent review against the Motor Industry Codes of Practice.
BMW UK and its authorised dealerships are accredited to The Motor Ombudsman’s Chartered Trading Standards Institute (CTSI)-approved Codes of Practice, which set nationally recognised standards for fairness in vehicle sales, servicing and complaint handling.
The Motor Ombudsman can review unresolved complaints to assess whether these standards have been followed. We can consider disputes relating to the sale of a vehicle, the standard of service provided by a BMW dealership, or issues with vehicle repairs or workmanship.
Check BMW UK Recalls
You can check whether your BMW vehicle has been impacted by a safety recall by using the recall checker on our website, which links to official recall information.
BMW will usually notify registered keepers directly if their vehicle is affected by a safety recall and provide additional information where needed.
Frequently Asked Questions
Yes. If you’ve raised your complaint directly with the dealership, allowed them reasonable time to respond (typically eight weeks), and remain dissatisfied with their final response or received no response, The Motor Ombudsman can provide independent Alternative Dispute Resolution.
When contacting BMW UK or a dealership, provide:
• Your contact information (name, phone, email, address)
• Vehicle details (registration, model, VIN if available)
• Clear description of the problem
• Timeline of events and type of steps taken to resolve
• What resolution you’re seeking
• Supporting documentation (invoices, service records, photos, correspondence)
If you need to use The Motor Ombudsman to resolve your dispute, you will need to provide evidence that you have already raised the issue with the dealership and allowed them the opportunity to resolve it.
Once you submit your complaint, The Motor Ombudsman will assess whether it falls within their remit and the scope of the relevant Motor Industry Code of Practice. If your complaint is eligible, the case will progress through their dispute resolution process.
The Motor Ombudsman can help resolve complaints about BMW vehicle sales, dealership service standards, servicing quality, repair work or workmanship issues. To qualify for assistance, the complaint must involve a BMW business accredited to one of The Motor Ombudsman’s Codes of Practice and fall within the scope of those codes. Please note that complaints relating to finance agreements, insurance products or matters outside the dealership’s direct control cannot be handled through this service.
Yes. The Motor Ombudsman handles complaints about both new and used BMW vehicles, provided the complaint meets their criteria and falls within the scope of the relevant Motor Industry Codes of Practice.
About BMW UK Limited
Summit One, Summit Avenue, Farnborough, Hampshire, GU14 0FB
Phone: 0370 5050160
The UK has an important role to play within the BMW Group. It is the only place in the world where all three of BMW Group’s brands – BMW, MINI and Rolls-Royce Motor Cars – are represented by manufacturing operations. BMW Group employs around 8,000 people directly in the UK with an additional 14,000 in its 147-strong Retailer network representing BMW and MINI brands. The company has invested nearly £2 billion in its UK operations since 2000, and the UK is BMW Group’s fourth largest sales market in the world.
The growth of BMW Group’s UK operations has been significant. MINI Plant Oxford, the heart of MINI production, began producing MINIs in 2001 and has now produced over three million to date. BMW Plant Hams Hall started producing 4-cylinder petrol engines in 2001. Rolls-Royce Motor Cars Limited began manufacturing vehicles at its Goodwood plant in 2003, while MINI Plant Swindon has been the main supplier of MINI body panels since 2005.
BMW Group also has a UK Sales and Marketing subsidiary in Farnborough with a Vehicle Distribution Centre in Thorne.
BMW (UK) Ltd is accredited to The Motor Ombudsman’s Motor Industry Code of Practice for New Cars. You can read more about the Code and what this means for consumers and businesses here.
