BMW Financial Services UK Reviews 168

On hold to your escalations number for over an 1 hour now! Absolutely shocking that you can treat customers who need help (because of your mistakes and rubbish processes) in this way. Get a grip - you need the FCA to come in and sort you out - absolute disgrace!!!

I cannot even begin to describe what I think of BMW FS but I will try, for the sake of anyone who has to deal with them.
1) They never answer the 'phone
2) If you do eventually get through, you are met with rude, unhelpful people who don't want to help and you end up being told someone will call you back.
3) They never call you back
4) They never respond to emails
5) Despite complaining several times and receiving an offer of a goodwill payment almost 6 months later, I have not received this payment
6) Again, I am trying to contact them, 3 months later, to see where my payment is. I cannot get any response.
7) They are the worst customer service deparment I have EVER experienced.
8) I will never use them again for any purchase.
9) I have had the same experience as others where my agreement was not closed and my account was passed to a debt collection agency.
10) I will also be reporting this to the ombudsan and never, ever wish to be in this position again.
11) BMW should be ashamed that they are respresented in this way
12) BMW dealers have a similar attitude
13) That's all for now.
I hope that serves to show what an awful outfit they are.

On 20th February 2024 I paid £12,811.24 to BMW Financial Services to clear a finance arrangement on a recent car purchase. The BMW staff member took that payment and confirmed the agreement was closed. However, he failed to pass that information on within the company and as a result I have had two further withdrawals of £415.03 taken from my account and when I noticed the error, I stopped further transfers, only for the account to be passed to a debt recovery team. BMW have since acknowledged their error BUT STILL HAVE NOT REPAID MY £830 !!! We are almost 3 months later !! They are fraudsters. They should not be connected to BMW in any way and the car maker should drop them. I have read to many similar stories for this just to be incompetence.

Tried to call your escalations number which is only open till midday. On hold now for 20 mins and guess what? No one answered. You need taking to the ombudsman.

I withdrew from my agreement a couple of days after signing it and settled the balance, after being charged interest. Despite this next month, my bank was debited for the monthly amount. I have requested a refund, which took several calls. I have been told that I will not receive interest on this amount despite the payment being planned for 10 - 15 days time. Very poor service.

Lease car was in my husbands name, when he suddenly passed away I contacted the bereavement team. I requested that the car be refinanced in my name or purchased outright I was informed I would receive an email showing my options. email received saying my option was to pay the final 2 instalments and if these were not paid they would come after my late husbands estate - end of message. When querying why I had not received information regarding my request to lease or purchase they said that is not possible, when I asked why they just said refer to the terms and conditions, unfortunately this did not answer my question I was also told that the car belonged to BMW until sold, when I asked where it was going to be sold they told me they could not tell me so I made a complaint, this was just redirected back to the bereavement team. I then contacted Mike Dennett head of finance to see if he could answer my question, but no reply. In all this time they are still addressing correspondence to my husband and even had his email address on collecting the car. I have to say they they have been the most ignorant, unhelpful company totally lacking any empathy and knowledge.

Further to my communication with the account manager at BMW Financial Services, explaining that I’d like to arrange a payment holiday for up to 3 months due to a change in my employment status and that I’m seeking advice on restructuring my finance. Whilst I fully appreciate there is a contract in place, the situation of negative equity in the vehicle is not in either parties interest to show a default notice on my personal credit file. This will only further impact the ability of me being able to settle the loan. I have offered to I make a reduced payment, within my means, which as been declined, and if I do not make the payment, a default not will be activated on my credit file.
The impact of this by BMW FS, will result in the vehicle being repossessed, which I believe could be avoided by allowing me a grace period and to restructure my loan in line with the value of the vehicle and the contract value remaining.

In my opinion, BMW FA website is misleading and BMW FS are not interested in supporting its customers in anyway through the cost of living crisis and this statement should not be believed.
If you are thinking of taking finance to purchase a vehicle through this company, whether a BMW car or any other new or used vehicle purchase. Read the small print and do not listen to the sales person selling you your next car purchase. THEY ARE NOT FINANCIAL ADVISORS AND ARE ONY A BROKER FOR THE FINANCE COMPANY WHO PAY THEM A COMMISSION - PLEASE BE WARNED

I can only support the other negative feedback on trustpilot. A 'zero' would be an appropriate score.
BMW financial services will claim 'excessive damage' to your vehicle upon collection at the end of lease and send you a (significant) bill. The recovery team will then send you increasingly threatening letters re increases in the levy, completely ignoring the fact that you have followed due process in contesting the 'damage'. Their departments do not talk to each other and they treat you like a criminal. Threatening your credit score etc.
I am literally talking about a light scratch on a bumper here.
I tried to call and was on hold for nearly two hours before I gave up.
Appalling service - I will never buy a BMW again and as for the recovery team - disgraceful.

I want to keep my bmw having g leased for 4 years. Bmw phoned, we discussed and the matter settled. Since then I have received phone calls and endless emails as if the original call didn't take place. I've been warned almost daily that action is needed. Why can't the various financial departments speak yo each other. Please leave me alone

If I could rate as zero I would. The car I have on finance is no longer suitable for me as I have arthritis. After paying the finance without fail for 2 years and 3 month I thought the best option for me was a voluntary termination. After requesting to terminate I was told that I would have to pay £941.23 to give the car back. There seems to be no allowances for illness at all. Seems to be no way to escalate to see if the company had any compassion to maybe reduce or write off the final payment. Will never buy a BMW again.

All I wanted was their own HP terms and conditions with the small print. If a finance company cannot give you this until after a contract has been signed and taken, they are a dodgy company – especially when they repeatedly disconnect calls asking about it.
I’d given up on BMW Financial Services UK after complaining to all and the escalations team, however after leaving a poor review here about this their escalations team deceivingly stated they’d get back to me to sort my issues, however that didn’t happen and ‘Zoe’ never did and the number given 0370 5050 150 was just a general number to nowhere. However several calls later I tracked Zoe down to her team and tried and called many times to no avail except to be put on hold for hours for them to deliberately disconnect the calls.
I also tried again and chased BMW Financial by email with ‘Kathryn Griffiths’ the Private Customer Escalations Advisor, whom didn’t even care to read the email then refused to answer and disappeared as they all do. Just pathetic bad service by a terrible company. My advice is to avoid BMW Financial Services at all costs and simply get finance from your own bank. Don’t waste your time of day with them, nor give the sales team a bonus in selling such bad finance which they know is dubious.
‘Zoe’. Don’t bother with a fake response, your team should be ashamed!

The worst company I've ever dealt with . My car has been under repair for over 4 months . I've rejected it and asked on numerous occasions to open a reasonable dialogue with a resolution .
They do not answer phones and cut you off after being on hold for an hour and do not respond to emails . This must be causing BMW dealership no end of problems and lost business . Let's see if the financial ombudsman can sort them out .

BMWFS are universally hated and for good reason as you can see from all the other reviews here.

I wish I'd looked at Trustpilot before buying the car, it's heart breaking to read what other customers have been subjected to. BMWFS need to be shut down.

I bought a 55k approved used M850i with 9000 miles in Oct' 23. After 2 months and 3 trips to the dealer for repairs the engine catastrophically failed at 12000 miles. Local dealer quoted 3 months for replacement parts. At this point I rejected the car as unfit for purpose.

The supplying retailer, Peter Vardy in Edinburgh - also a bunch of cowboys - ran away and refused to help.

I escalated a claim with BMWFS to reject the car in Dec '23 and I was quoted an 8 week response time.

By March '24 and endless hours on the phone to their customer service team I had received no response, so I had to have a solicitor send a letter before action which cost me £3k.

In May '24 they finally agreed to 'internally' reject the car and offered me a settlement. After 6 months the car was finally collected but they haven't paid the settlement figure.

I spent THREE HOURS in a call queue today on hold waiting to speak with their customer service team.

After this experience I'm sad to say I will never buy another BMW. It has been hell.

Absolutely awful customer service, BMW FS have taken out a 4 year finance arrangement on a car that I have owned for 2 years, I have been trying to contact the escalation team for 2 weeks after providing proof of ownership to BMW and speaking to the Police, HPI companies and my own banks fraud team..it is impossible to speak to anyone in this department as you are on hold for absolutely hours and then they close... all other customer service operators do not have the authority to investigate or even log my complaint

These people are an absolute disgrace. I've been trying since the 22nd January 2024, on behalf of my son to sort out the collection of a car for his late father, who died suddenly of a heart attack, on 21st January 2024, intestate. I have signed authority to speak (as he is only young) on behalf of my son. This authority has been sent from the solicitors to BMW, and they have acknowledged it, received and accepted (via an email from a Chloe Connolly Collections and Recovery Advisor dated 15/03/24). Yet, when you ring up they have zero knowledge of this authority. So, consequently you go through the same conversation again and again and again and again. The car, had I not become involved (the person who has died was my ex), would have been left parked on the street, as he had no driveway. As at today's date, and still counting, for 4 months, with no tax, insurance nor Mot. Do they care, that the police would have impounded it? Do they hell. Because they know the 'estate' will have to find the difference should any harm come to the vehicle. I have never, in all of my life, witnessed anything like this.

As it is, the car has been removed for safety/security to my driveway and SWORN. I've been trying to organise collection of this vehicle. The contract, of 48 months, was due to end in September 2024, at which point it could have been handed back to BMW legally. There literally is nobody to speak to, who actually knows what they are doing nor to advise about our options in regard to this car. Sell it ourselves? Hand it back? The only options seem to be someone in the family take over the agreement (whereby BMW make a gain financially) or they will take it to auction probably selling at a loss. The other day we had Debt collectors round at the house. Honest to God, I couldn't believe it after everything we have been through. Incidentally, nor could the Debt Collectors. Who have now been called off by BMW, and who kindly rang me yesterday to make sure we are OK. That was so nice of them.

It's almost as if this company BMW, in their refusal to advise you properly, speak to you on the phone (you speak to so many different people) plus disregard anything that has been sent into them officially, are trying to browbeat you, or one of the family even, into taking the car on yourself as it's the least hassle for them and obviously means they can extend any agreement, and gain financially. It's a shocking disgrace. And all the while this car has been on my driveway for some 4 months.

On the 4th June, we finally received the letters of administration from the Courts of Justice (probate). I have been trying to ring them to tell them we want to sell the car, can I get through on the phone, can I hell. It is beyond unbelievable the way they treat people who have lost a loved one. I have been on to the financial conduct authority last week who have logged the problems against this company, and who have highlighted the sections within their code of conduct that this company seem to be breaking, ie section 6 and section 12. They have advised I write to Tracey Leith and complain, and if no joy go directly to the financial ombudsman. I don't need this hassle on top of everything else, that I'm trying to sort out for the person who has died, but more for his young son (our son).

We finally, after waiting a further 3 days for the bereavement team to contact us, and rather than keep going through this utter distress/frustration, of emails not read or followed through, speaking to different people all of the time (who clearly do not know or basically cannot be bothered to look through email history for signed authority) approached a dealer to see if they would take the car. A car that has been on my drive since the 22nd January 2024, and if not there would, with certainty ended up in a police compound. After a further squabble on the telephone this morning (12th June), BMW, FINALLY emailed me the bank details to send the money to, and to clear the outstanding amount on finance.

I will be making a formal complaint to the company and whatever the outcome, to the financial ombudsman too. The way they deal with people is truly truly disturbing. It's almost as if, by their dogmatic unwillingness to engage, their ultimate aim, is to force you to take the car/finance on (even if you don't want it or cannot afford it). Incidentally they were prepared to talk about re-financing from day one, but nothing else, it seems.

Never, ever, again... I just want this whole thing to be over.

I enquired for the settlement figure on my car, which was straight forward. Then BMW Finacial Services inform my local BMW centre that I’ve requested a settlement figure. These are two separate companies, why are you breaking GDPR by passing on data about my agreement?

I have already left a voicemail review about the absolutely abysmal service and sheer incompetence of this organisation. Including what I consider to be the theft of my money (BMW not adhering to their early repayment quote and charging me more because they forgot to save it on their system). As part of my complaint I was emailed by a gentleman called Callum who asks that I get in contact if I need to. He provided 0370 5050 197 as a number and csescalations as the email address (as many have confirmed below). I have sent two emails and included the CEO. Both have been ignored. I try to call and the number immediately disconnects as though they’ve turned it off (that’s at 3pm on a Thursday). I’ve received letters telling me how they’re applying my early repayment which I consider fraud as they do not have my permission to do this and the way they are allocating the money results in me paying more than their quote. I therefore want to discuss this with a person but that is impossible when they ignore all emails and have turned their complaints phone line off (although at least now I’m not waiting 40 minutes with no answer).
The CEO has completely ignored me.
On my first review I received an email via Trustpilot asking me for my agreement number and name which I provided but then there was no follow up at all.
This is a further review in light of being unable to speak to anybody about my complaint relating to their incompetence.
BMW financial services Ltd require investigation by the FCA. Their practices are simply appalling. I expect this will either be ignored or I will get the template response from Zoe as others have below which is worse than useless.
I have no idea how this arm of the organisation continues to operate and strongly believe that investigation into their practices is required by the FCA. One only has to look at the type and volume of issues expressed here on trust pilot to see that there is a clear failing from the top within this organisation. My experience here is sufficient to prevent me from ever buying a BMW again it has been that poor. I hope that the wider organisation see how their financial arm is letting down the companies any as a whole.

Ongoing issues with BMW finance. Honestly the worst company to deal with, avoid at all costs. They made a complete mess of my agreement and still attempted to to payment after I paid off my finance in full.
Then after a prolonged complaints process they offer me a goodwill gesture payment. Guess what, they haven’t paid it after 5 weeks despite me signing and returning a declaration.
Disgusting service and the complaints department is only open part-time and trying to actually speak to anyone in complaints is impossible. Try emailing and you get an automated reply stating they will reply within 10 working days, they do not!
Look at the reviews, all these negatives aren’t a coincidence.
BMW finance will comment, please contact us to discuss further, but how can we communicate with you because nobody in escalation’s answers the phone or respond to emails. Avoid BMW finance.

Absolute Joke of an Insurance company. Cant change your direct debit details online. Then when you ring up they say they can do nothing until direct debit fails. Then each month you have to manually make a payment as their system doesn't recognise a cancelled direct debit. Last advice I got was to ring the bank and cancel direct debit on an account that no longer existed as apparently it was still active. Then its impossible to get through and payments cant be made over phone. Never again would I use this insurer as they literally cant do anything to help. Then when you complain about it, they send you a summary of what texts they sent 2 months after the call but nothing related to when the issue was highlighted.

Why does no one answer the phone on 0370-5050-197, been trying to talk to the escalation team for months but proving impossible. get cut off of no response after an hour of waiting.
Whoever reads this please don't reply telling me to call 0370-5050-150 as they can't deal with my case and try to put me through but again no one answers.
I have also sent several e-mails over the past 4 weeks to the escalations teams without response. You said you was going to pay me my compensation within 10 days but it's been 4 weeks. Steve (number ending 442). please call me back.

Further to this I received a request for more info via trust pilot, I provided my agreement number and confirmed vehicle registration but not heard anything back at all. Still cannot get through on phone line 0370-5050-197 I can only assume they have a severe staff shortage but the fact that the phone line cuts you off or doesn't answer at all is also indicative of a poor company complaints system . Avoid at all cost.

2nd update, apparently they are working restricted hours 8am-12am tues-thurs so you won't get through outside of those hours if at all. Mon/Fri 9-5. But I've never managed to get through regardless. Also their WEB site is still stating normal working hours.
Finally got a call back after complaining on BMW UK Twitter (x) so suggest anyone with the same issue try the same. when i spoke with the person dealing with my case the e-mails I had sent over the past 4/5 weeks hadn't been passed to him!