Complaints Procedure.
At Berry BMW, we are committed to providing excellent service. However, we recognise that sometimes things may not go as expected. When this happens, we want to hear from you so we can address your concerns promptly and use your feedback to improve our services.
Step 1: Discussion with your BMW Centre
If you have a concern regarding your vehicle or the service you have received at our BMW Centre, please first raise it with the Sales Manager, Service Manager, or Head of Business at the Centre. They are best placed to address your concerns and, if necessary, will contact us directly on your behalf.
Step 2: Contact Us
To help us process your complaint efficiently, please email us using the button below. To allow us to handle your complaint as quickly and efficiently as possible, please provide us with the following information where possible:
- Full name
- Contact details (preferred contact number, address, and email if applicable)
- The BMW Centre you’ve been dealing with
- Vehicle registration number (if applicable)
- A brief explanation of your complaint or feedback
Phone:
0208 398 1111
Address:
Quality Care Control Manager
Speed House, Green Lane
Hounslow
TW4 6BY
Responding to Complaints.
You will receive an acknowledgment confirming that we have received your complaint within three working days. This will include an estimated timeframe for a detailed response and details of the staff member handling your case. We aim to provide a full reply within four weeks. However, if further information is needed, this may take longer. If we are unable to respond within the initial timeframe, we will update you with the reason for the delay and let you know when you can expect a full response.
Step 3: What if I remain unhappy with our response?
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.
Website:
www.themotorombudsman.org/contact
Address:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
Telephone: 0345 241 3008