BMW Financial Services UK Reviews 168

Agreement number - 3917154

I paid the settlement figure which was from 13/05/2025 up until 10/06/2025 to the amount of £72,086,74, it shows on my online account a due balance of £70,806,48 which would leave an amount of £1,280,26 owed to me.

I phoned up on Saturday and was put through to the relevant department after trying to explain the situation. The woman answered the phone with “are you there” no introduction or hello which is rude to say the least. She then tried to say that I actually still owe £150. When I asked her to explain this amount, she couldn’t. I was given £150 as a goodwill gesture due to a previous complaint around 2 weeks ago which is what I’m assuming this amount is.

This company is horrendous! The majority are incompetent to the point I’ve phoned around 20 times to make sure the amount I paid was the actual amount and that would be the end of this. I was reassured time and time again that that was the amount I had to pay which all calls are recorded, and still I apparently owe £150

Now I’ve had to start another complaint which could take more than 8 weeks which is why I was given £150 for my previous complaint, it was because it took over 8 weeks.

The contact with the finance department has put me off BMW for life!

I’d give BMW Financial Services a zero-star rating if I could. My BMW iX, under agreement number 3830535, has been waiting for a high voltage battery repair since January 29, 2025, and BMW Finance has utterly failed to resolve the issue. The Financial Ombudsman requires complaints to be addressed within 8 weeks, but even after that deadline, I’ve been left with nothing—no explanation, no timeline, just limbo. I emailed them two weeks before their response was due, asking for an update, and got no reply, not even an acknowledgment. Then, when the 8 weeks were up, all they said was they’re “still investigating.”

This isn’t how a proper financial service operates—companies like Barclays don’t leave customers hanging like this. I’m honestly baffled how BMW Finance is even licensed to operate in the UK. If your car runs fine, you might not notice their shortcomings, but when you’re stuck with a problem like mine, their customer service—and especially their financial service—turns out to be nonexistent and, frankly, the worst I’ve ever dealt with.
I don’t initially sceptical of other people said, I only believe it when this happened to me.

I wrote to BMW customer services in Sept 2024 regarding DCA , i had one response in Dec 2024 confirming that DCA was on my account at the time . I am now still waiting letter and response , It is disgusting and if I have to use a Third party I will be seeking legal action to cover costs .
Copy of you email confirming that a DCA was use don my agreement .


We can confirm that a DCA was used on your agreement and we've logged a complaint for you. You'll receive a written acknowledgement letter for this soon and we'd like to reassure you there is no need for you to do anything at this stage.


More Than One Finance Agreement?

If you have or have had other finance agreements with us, we'll review each one separately and let you know the outcome. You don't need to contact us about each individual agreement.



Court of Appeal Decision

On 25 October 2024, the Court of Appeal made a ruling about motor finance. This ruling was about commission payments made to retailers and brokers.



It will take some time to understand what this means for:

Our customers
Our business
Retailers and brokers
We are also awaiting guidance from the Financial Conduct Authority (FCA) on next steps.



There is no need for you to do anything at this stage.



Questions

If you have any questions, please check our questions and answers by visiting our website. You can also learn more about the FCA's review by visiting the FCA's website.



Kind regards,





Mini financial services

Customer Services Regulations Team

Summit ONE

Summit Avenue

Farnborough

Hampshire GU14 0FB

Mail:

Web:

I AM STILL WAITING A RESPONSE AND LETTERS 5 MONTHS LATER , 8 MONTHS AFTER INTIAL ENQUIRY ..

I will never purchase a BMW again - charged multiple times incorrectly and when I try to call for reimbursement, they add further charges.

I had a very frustrating experience with BMW Financial Services. They terminated my contract due to a wrongly registered vehicle, which is incredibly unfair since I wasn't the one who registered the car—the dealership handled that when I purchased it. This situation has caused me a lot of unnecessary stress, and I feel let down by their service.

To make matters worse, I’ve had to involve a lawyer to address this issue, and I’m also seeking assistance from the Financial Ombudsman. It’s disappointing that I have to escalate this matter to such lengths. I expected much better from a reputable company like BMW, and this experience has left me feeling quite frustrated and disillusioned.

collections team 60 mins + wait time
How do you intend to contact me? I called again today and gave up after 30 mins

BMW Financial Services are the worst organisation I have ever had the displeasure to use. I have had to report them to the Financial Ombudsman twice. I would advise anyone to avoid using this organisation at all costs. My experience was in March 2023.
I wouldn't even give them one star.

Disgraceful organisation. Avoid them!

Unfortunately BMW FS/Alphera FS, have ruined my day to day life for the past several months. What initially was a very straightforward case to be resolved, which they agreed was the best way forward, has now turned out to be a mentally, and physically exhausting ordeal which continues till this day. The car in question was declared unroadworthy and riddled with faults, which the SDL refused to fix. BMW FS/Alphera agreed that I was in the right and they a FULL REJECTION would now take place. This was the last I heard over 6 months ago. No emails, no calls nothing. I email them daily asking, begging for a response or resolution but I am met with silence. I have the financial ombudsman also get involved and they are also being met with silence. I am now planning to have the FCA involved as the agreement is regulated and I have continued to make payment even though the car has not moved from the driveway since Sept 2024. BBC watchdog will e contacted this week also as I am out of ideas and cannot afford for this to carry on any longer.

Absolutely appalling experience. Mini/BMW financial services set a wrongful missed payment on my credit file. I’ve been in contact with them several times over the past 8 months to get it resolved. I’ve had confirmation in writing that it is no fault of mine and it will be removed within 28 days (this was 6 months ago). It’s affected my financial eligibility detrimentally as I can’t apply for a mortgage like was planned this year, and they have stopped responding to my emails.

Brought an BMW Electric vehicle and got stung by BMW finance as their contracts are unregulated and when things go wrong they are making excuses after excuses and do not want to take any liability. They listen to the dealership even when consumer laws are broken, and take their side even when lies are told. The whole set up is not consumer friendly and consumers should be warned to keep away from BMW finance. Their system of finance is designed to work against the consumers. Their contracts are one of the worst in the motor industry . Found out the hard way! Keep away from BMW vehicles and their finance sector. BMW finance are not interested in supporting the consumers when things go wrong! No longer a trusted brand as they are willing to accept BMW franchise dealerships who break UK laws and side with them for financial gains.

If I could give them a 0 I would! By far the worst company I have ever dealt with.

My car's steering rack decided to fail within a year of getting my finance with BMW Finance. This car ended up being off the road of 6 months and when I got it seen to I was advised even by the manufacturer that it was a 'manufacturers' defect.

They refused to give me a courtesy car and said it's a problem with Jaguar and I must continue paying for a car £525pm even though it wasn't driveable.

After many phone calls between myself and Jaguar they fixed the car free of charge due to it being a defect. When I raised this to Alphera Finance stating this evidence I raised a complaint under Consumer Right act which they rejected in May 2024 (6 months after car first broke) and told me to go to the financial ombudsman.

I raised the complaint with the financial ombudsman in May 2024 and sent all evidence over and my complaint was officially lodged and being investigated in June 2024.

7 months later - Alphera ignored the financial ombudsman many times unless I called to chase (which you are left on hold for 1.5 hours) to then be told they have contacted the financial ombudsman and they would need more evidence. Even though I had sent absolutely everything and the financiall ombudsman resent everything over on several occasions.

FINALLY, they accepted the financial ombudsman findings in Jan 2025 and I refused to pay for that period they used the compensation as arrears payments and left a trail of 6 months missed payments on my credit file.

The whole ordeal went on for 17 months and I am still battling with them now to get my car collected.

How these guys are FCA regulated is beyond a joke. Steer clear of Alphera Finance / BMW Financial Services.

And good luck to anyone dealing with them.The escalations team won't answer calls and simply dismisses any responsibility, sympathy or discussion towards a customer.

Paid off my BMW Finance within the cooling off period before Christmas, 2024. I was quoted an inflated settlement figure which meant I overpaid £407. On discovering the error I called BMW Financial services 30 Dec and the operator confirmed their mistake and raised a case to get me a refund. I had to chase this up multiple times and spoke with their escalations team on 5 February. We agreed and I signed their settlement offer the same day. Their paperwork advised that I could expect the refund within 10 working days. After 10 working days I called and waited for over an hour to speak to someone who arranged for some of the promised monies to be repaid. To date 6 March I have not received the full settlement and I continue to chase. This was a straight forward query which should have been corrected in December. Now entering into third month of chasing them to just execute actions they have agreed to take and have sent me in writing. When telephoning there are unacceptable wait times of over an hour and emails are not replied to. I am still waiting a call back from Georgia King (Agreement: 4163405)

I wanted to settle my BMW finance, but after checking my web portal, I found no details available. I tried contacting customer service via phone and was left waiting for 1 hour and 20 minutes with no response. This is extremely frustrating and unacceptable from a brand like BMW. The service experience has been really poor—getting basic information shouldn't be this difficult. Very disappointing

My complaint has been on going since November 2024. When you contact the escalations team they never seem bothered at all which is very alarming to say the least. My imaginary case handler is supposed to reply to me and uphold the complaint? This never gets implemented. My car has sustained multiple heater issues which my local BMW dealer had to negotiate with BMW UK to (under warranty) address the issues. No compensation / exgratia offered. Very disgruntled, I will be going back to AUDI!

If I could give a minus rating I would! What a appalling company with no customer service just telephone reps who want you off the phone asap so you are someone else's problem. They tried to charge me £116.25 to withdraw from an agreement within 24 hrs when the charge was £2.09 per day. Didn't answer emails so I sent the money & fee at £2.09pd. 10 days & 4 phone calls later I am still waiting for them to allocate my payment & end the agreement. On each phone call I am told "later today but definitely tomorrow" I have emailed in 2 complaints-no acknowledgement. AVOID THIS COMPANY I feel as if I am dealing with a scam company! They have totally tainted the purchase of a new BMW. My family & I won't be buying BMW cars again

Business PCP on a VAT qualifying BMW i5. To cut a long story short my limited company uses a Revolut Business account as it’s current account. Due to the company being set up and incorporated in Feb 2020 so in the middle of the COVID pandemic, the only way to get a bank account was through Revolut. To the issue at hand, BMW FINANCIAL SERVICES deems Revolut to be HIGH OR VERY HIGH RISK, unlike those very old banks that went bust in 2008 and had to be bailed by the government. The way they treated the whole process is appaling, you default on a payment they get the car back, anything happens the car and loan are insured so they have not got a leg to stand on other than “we don’t like Revolut Business” albeit it’s like any other bank regulated and guaranteed up to the minimum legal amount. Point of the matter is waiting on my deposit to be returned, got 3 hi-end vehicles back in Bucharest a 2023 M3 Competition a X6M50d and a X4m40i all bought brand new through BMW FINANCIAL SERVICES. Due to the way I was treated by the branch in the UK I am terminating the agreement for the 3 vehicles and returning them at the end of this week absolutely disgusting I have approached both Audi and Mercedes NONE OF WHICH HAVE ANY ISSUE WITH MY BUSINESS USING REVOLUT BUSINESS FOR BANKING. BMW NEVER AGAIN!!!!

Trying to use Online service to settle my agreement and they push you to only use Trustly which has such bad online reviews I don't trust them.
I requested another method of payment and they said they didnt recgonise my email so wouldnt answer me. I requested a call back online. Nada. I want to pay off my agreement - but seems to be very difficult

Absolutely terrible company! Tried last year to repay early, they mucked up the agreement so much to the point, that we have never felt any benefit from it. Like everyone else, spend days trying to get through only to be passed from pillar to post ( never get the same person and no Managers around ). They then brought my agreement forward by 5 months!!! attempted to take £11k from my bank twice without contact, letter or permission! Ombudsman got involved, ordered them to pay compensation & credit balance on my account equating to approx £700, I returned the car, I got in touch with them, again, only had letters threatening me and nothing about returning the car! I have now received a bill for late retuning of that car, £700!!!! It is a joke!!! And no compensation, no apology, no customer service, no letter stating my credit history is unaffected! Nothing! They have no professionalism, no morals! Be warned!!

This company is an absolute joke. They provide a paid-for number 0370 5050 150 and then leave you sitting on hold for 30-50 minutes each time, If they answer, they then ring you off when placing the call on hold so that you have to start again. This is shameful! how is this even legal???

My agreement has only just started so I can only comment on the application and documentation process.
The application process was simple as all documents were provided via email to view and e-sign.
The only negative so far was that as the documents were viewed via email and on a relatively small screen it wasn't that easy to read the documents and the important elements.