BMW Financial Services UK Reviews 

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!

Rude unhelpful customer service.
you can only speak to someone who can take a payment you cannot get put through to anyone else that can resolve issues or discuss matters in more details. You need to contact their escalations department and wait for a response.

Appalling, keep reaching out and paid settlement, can't get through. They keep sending letters but no one is available sitting on hold now it has been 45 mins. 4th attempt!
I will raise a formal complaint and if need seek FCA support.

Absolutely disgraceful service. I can safely say I will NEVER deal with this company again. My problems started when trying to make a lump sum "Partial Early Repayment". The payment was made 3 weeks before the quote expired. Despite 4 phonecalls and an email, and being promised time and again it would be actioned, it wasn't processed in time, meaning I had paid another monthly repayment by the time it was applied to my account. When it finally was applied, the employee doing so didn't realise that I'd made this extra payment (despite it being the whole reason I'd called every time and was noted on my account as such, and was also in the email I sent). This means that the end date has been moved from Jan 26 to Feb 26, meaning I would be due a whole months extra repayment. I have called half a dozen times since to try to get to the bottom of this. The best I've managed to get in response is "I'm really sorry, it was my fault, you'll have to wait 4 to 6 weeks for us to reload your account as there are so many mistakes at our end we can't just fix it anymore". The escalations department took note of my complaint then told me they didn't know anything about my problems or what was wrong with my account, so couldn't tell me how long it would take to give me a response. All I want to do is pay off my account and I can't even do that because despite me knowing how much I owe, BMW Financial Services (A supposed finance company) have admitted they haven't a clue how much I owe. LET ME BUY MY CAR!

Phoned for a final settlement. Was given a figure of which I paid the full amount immediately. Weeks later, BMW are saying that I am in arrears. Phoned numerous times to be told that the problem lies with them and that it has been sorted. The latest letter I have received thanks me for informing them of my change of address...I haven't moved in 15 years. Problem still not sorted.. absolute clowns.

A final payment of £5460 was due on the 25/3 it was paid per their instructions on the 21/3, but they decided to take it again from the original direct debit account. Then they returned it, they then took it again on the 2/4. I claimed it back from my bank . The response they sent to my email was ridiculous, telling me to wait for a refund. In 2020 I had to wait 1 year for them to collect a car and 2 months later they claimed a final payment from me as if I had purchased it. NEVER AGAIN WILL I BUY FROM THEM.

Absolutely useless company. I speak from a vast experience of finance having purchased many motor vehicles over the years. Never have I had a problem with the companies, settling the finance or making payments until I met BMW finance. All these finance agreements did result in me having an excellent credit score and never once have I been refused a 'deal'. This deal was for a BMW motorcycle of about £15k
Where to start? I wanted to make bulk payments and having registered on their portal I was a bit dismayed that you cannot get a settlement figure just like that and you have to wait a couple of weeks for it to be posted. This is not the norm, trust me I know! As I was not paying the whole thing off I went ahead and paid a large sum (which is allowed on my agreement) of about £10k. Later I then had enough money to settle the finance, but again because of their portal I could not get an exact amount so worked it out for myself and paid what was left (as far as I could tell from the portal). This is where the problems started! I then received a phone call to say that I had over paid and they were going to refund me just over a £1000. I thought it strange as my workings out couldn't of been that far out surely, but as they are the finance company, they should know, so I said ok. I then started receiving letters saying that I was overdue with a payment as I had now cancelled the direct debit (why shouldn't I the guy had said I had overpaid). The portal had been closed down to me and I could not reregister so I was in their hands. I rung them and they said I shouldn't have had the refund and in fact I owed them a months money. I paid this, but low and behold they then said I was in credit again, so made me another refund. Once again I then started getting letters saying I owed them money. I rung again and was told they did not know why I was getting the letters as the 'deal' was finished. The letters continued and then phone calls chasing me for money and I was told there was a small amount still to pay. I refused and escalated the complaint. I then got a letter that offered me compensation and that the small amount (about £50) would be wiped off. I signed the acceptance letter but stated in big letters that I was accepting the offer on the condition that finance agreement was now finally complete. Obviously they did not read that bit as the letters and phone calls then started again chasing me for money (about £300)! I told them there was no way they were getting anymore money from me and they should take me to court so my solicitor and the judge could have a good laugh at them. This they did not do but sent me letter after letter. I have recently noticed that my credit score is now terrible and the only thing that could have affected it is whatever BMW finance has done at their end as we have neither took out any new finance or defaulted/missed payments on anything. The amount I owe totally over my cards & loans etc is lower than it has ever been also so it can only be BMW Finance. Against every bone in my body I have reluctantly paid the £300 they say I owe as I need my credit rating back up, but am waiting for a full credit report to come through. If it is BMW finance I will be taking them to court as none of this is my fault and I have all correspondence to prove it. Avoid any agreement with BMW Finance as they have no clue what they are doing.

One of the worst service organisations I have ever experienced and the problems 5 weeks on are still ongoing. Ages to pick up the phone, utterly incompetent when they do, they don't listen and they don't care. I am led to believe that BMW and this company are one and the same - if so, they should be ashamed. Avoid like the plague. I would give minus1 star if it were possible.

Oh, brace yourself for a thrilling saga of incompetence! The service's wait times make a slow-motion sloth look like an Olympic sprinter. I've had more success communicating with carrier pigeons than reaching a human at this place.

I get it, they want us to embrace the wonders of the online world. However, their web portal is like a lost tourist in a maze – utterly clueless and incapable of finding my new post-code. It's so behind the times; even dial-up internet is shaking its head in disappointment.

Hey, BMW, maybe redirect some of that marketing budget into hiring a wizard to fix your software. If only your customer service was as fast as your flashy ads, we might not be having this delightful conversation about your mind-boggling inefficiency.

Absolutely horrendous service. Constantly being fobbed off for a small change that was needed. Had to call 9 times to be able to get what it was amended.
Many of the staff I spoke to are rude, abrupt and unhelpful. I was on hold for one hour and Jason in end of agreement cut me off and did not call back after he advised he would if we got disconnected. Avoid!!!!

I cannot say enough about how bad my experience has been. Long story but BMW FS agreed to stop 1 month's payment as I had to wait 6 months for a replacement part. There was an issue with this and I stopped the payment myself. BMWFS FINALLY refunded the payment during which time, my bank had done the same. Within a week, I was sent an unpleasant letter saying I was in arrears. I called twice - no answer as usual and cut off. FINALLY got through and was told, unless I paid this amount, they would not do anything to ensure this did not go against my credit rating. I paid back the amount ans was promised a phone call. NOTHING. As usual. I am now looking at ditching BMW FS and all of BMW completely. It is a shambles. Disgraceful. Steer clear of them all.

Absolutely terrible service, extended my agreement 1 month so i could clear funds to make the final payment the month after.
Extension agreed, documentation received which inc new payment schedule and confirmed DD, only to get a message from my bank today to say that i have insufficient funds in my account. Contacted the bank to find out BMWFS have been trying to take the final payment today! not the agreed date. After being on hold/cut off/told different options about setting up a standing order i spoke again with my bank who told me to not do any of those things and to set up a new DD so money is covered under DD guarantee.
BMWFS still insisting i just make manual payments to them, finally after another phone call and a significant amount of time on hold I have completed a new DD mandate.
I doubt it will make much difference but this will be the last time i take finance with this company as they are not trustworthy, so difficult to deal with and nobody seems to care.
NO gesture of goodwill for the fact that all of this was there fault, i followed their rules and still had to waste time and effort calling and calling to get a resolution.
I will be escalating this further within BMWFS and with the Ombudsman.

They don’t answer the phone over 30 mins waiting, 4 times

Shocking experience BMW have made a mistake- and have not yet rectified the error. The result is distress and financial difficulty for myself and my wife. As I write this review I have been on hold to BMW Financial services for over an HOUR....We shall be escalating the matter to the FCA (3 months now and no movement on the issue) I expected better from BMW.