BMW Hedin Automotive London Ltd – Complaints Procedure.
At Hedin Automotive London Ltd (Hedin Automotive) we specialise in BMW Cars, MINI Cars, Mercedes-Benz Cars, Mercedes-Benz Vans, and SMART Cars.
We operate across multiple locations in London and the South of England.
We are 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 will do our best to help resolve the situation in a fair and transparent way.
We 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.
Whilst we aim to resolve all complaints within five working days, please note that we do have up to eight weeks, if necessary, to provide you with a Final Response Letter in relation to your complaint.
Stage 1 – Contact your local 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 Sales Manager, Service Manager or Head of Business at the BMW Centre itself. They are best placed to address your concerns and if required, contact us directly on your behalf.
Stage 2 – Hedin Automotive Compliance.
If you still feel your issue is unresolved, please contact Hedin Automotive Compliance by one of the following methods.
Email: Compliance@hedinautomotive.co.uk
Post: Compliance, Hedin Automotive BMW Enfield, Unit 1 Martinbridge Estate, Lincoln Road, Enfield, Middlesex, EN1 1SW.
Please remember to provide the following information:
• Your full name and vehicle registration.
• The name of the Centre and a clear description of your complaint.
• Details of what you would like to happen to rectify the situation.
• If appropriate, copies of any relevant supporting documentation.
If your complaint involves a regulated finance or insurance product (for example, Car Finance or GAP insurance), your complaint will be directed to ITC Compliance who is our Appointed Representative. ITC Compliance can be contacted by the following methods.
Email: complaints@itccompliance.co.uk
Telephone: 0117 440 3700.
Post: ITC Compliance, 4 Monarch Court, The Brooms, Emersons Green, Bristol, BS16 7FH,
Stage 3 - Contact BMW / MINI Customer Services.
If you still feel your issue is unresolved, you can contact the appropriate Customer Services Team.
For BMW Cars, please contact BMW Customer Services by one of the following methods.
Email: customer.service@bmw.co.uk
Telephone: 0370 5050 160 (Monday to Friday 8am to 7pm, Calls are charged at the local rate, plus your phone company's access charge).
Post: BMW (UK) Limited, Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB.
For MINI cars please contact MINI UK Customer Services by one of the following methods.
Email: customer.service@mini.co.uk
Telephone: 0370 5050 122 (Monday to Friday 8am to 7pm and Saturdays 9am to 5pm, Calls are charged at the local rate, plus your phone company's access charge).
Post: MINI UK Customer Service, Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB.
Stage 4 – Independent review.
If you still feel your issue is unresolved, you can contact The Motor Ombudsman for an independent opinion. The Motor Ombudsman is also our appointed Alternative Dispute Resolution (ADR) provider, and so can provide free and impartial adjudication on the New Cars, Vehicle Sales and Service and Repair Codes. The Motor Ombudsman can be contacted by the following methods.
Email: consumer@tmo-uk.org
Telephone: 0345 241 3008
Post: The Motor Ombudsman Ltd, 71 Great Peter Street, London, SW1P 2BN
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