To view the Lookers Complaints process click here.

Lookers Motor Group Limited is committed to providing the highest possible customer service and customer comments, positive and negative are reviewed regularly. Occasionally things can go wrong, so if you have a concern or are dissatisfied, we’ll do our best to help resolve the issue.

For Non-Financial Services Related Complaints

In the first instance, discuss the problem with us, and we’ll do our best to resolve the issue straightaway for you. Your complaint will then be reviewed by the relevant department manager in Sales or Service. We will acknowledge your complaint within 48 hours, and then contact you directly to discuss and resolve your complaint within 7 days. The vast majority of complaints can be resolved quickly by the department manager and we will respond via your preferred channel, via phone, email, letter or face to face. If you remain dissatisfied with our response, then the Head of Business will review your complaint for our final decision. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors. We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.

Alternative Dispute Resolution With Motor Codes

We subscribe to the Service and Repair Code which commits us to open, transparent and fair methods of business aiming to maintain consistently high standards. Motor Codes offers free conciliation if you have a complaint relating to your new car warranty, service and repair or a vehicle warranty product. Contact Motor Codes on:

0207 3441 651 Email: consumer@motorcodes.co.uk Website: www.motorcodes.co.uk

Financial Services Related Complaints

If you would like to make a complaint in relation to a MINI Finance Agreement, please contact us in the first instance on using the details below.

We will acknowledge your complaint within 48 hours and do our best to resolve your complaint quickly with a final decision, within 8 weeks, 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.

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within 8 weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must 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 Service

Call on: 0300 1239 123 Calls are charged at the local rate, plus your phone company’s access charge. 

Or email: complaint.info@financial-ombudsman.org.uk

Write to: Exchange Tower London E14 9SR

Lookers Motor Group Limited Complaints Contact Details:

Customer Satisfaction Manager, Lookers Motor Group Limited, Bede Road, Radial Park, Stoke-on-Trent, Staffordshire, ST4 4GU

01270 214800

minisales@lookers.co.uk

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/