Customer Complaints Procedure
Partridge of Hampshire Ltd is committed to providing a customer experience of the highest standard but we do understand that sometimes things can go wrong. If there is a concern or dissatisfaction, we will do our best to help resolve the situation in a fair and transparent way. We will investigate all complaints competently, diligently and obtain additional information as necessary. Every complaint will be assessed fairly, consistently and promptly considering all relevant factors to ensure a fair outcome.
Our commitment to you.
• We will thoroughly investigate the complaint and offer a fair response, which considers all the information available to us.
• We will do our best to resolve the complaint by the end of the next business day if possible. If this is not possible then within 5 working days, providing a written acknowledgement of your complaint, explaining why we are not able to give you a final response, providing an end date.
• We may not always provide the answer you are looking for but will ensure a clear explanation for our decision is provided.
Step 1 Contacting Us.
If there is a concern with either your vehicle or the service received from us, please firstly raise this with the Aftersales Manager or General Sales Manager.
Partridge of Hampshire Ltd
1 Stoneycroft Rise
Chestnut Avenue
Chandler’s Ford
Eastleigh Hampshire
SO53 3YP
Tel: +44 (0)2380 689800
Email: MINImail@partridgemini.co.uk
Step 2 What you will need to provide.
To help us investigate and try to resolve your complaint, please provide us with the following information:
• your name and address
• vehicle registration
• details of how we can contact you
• a clear description of your complaint
• details of what you would like us to do to rectify the situation
• if appropriate, copies of any relevant supporting documentation
Step 3 Still unhappy.
If after contacting us, you feel we haven’t resolved the complaint satisfactorily, please email or write to our Head of Business:
Lukas Ryan at the above address, or TellToby@partridgebmw.co.uk
Step 4 Issue not resolved.
Partridge of Hampshire Ltd subscribes to Motor Ombudsman, if a dispute cannot be settled, we recommend contacting the Motor Ombudsman, a CTSI certified Alternative Dispute Resolution provider, who we are prepared to engage with through the ADR procedure. Further details can be found on wwwthemotorombudsman.org/contact – alternatively you can contact their Advice line on 0345 241 3008.
The Motor Ombudsman Limited is approved by government, through the Chartered Trading Standards Institute, as a consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
BMW Financial Services.
If your complaint relates to a finance agreement with BMW Financial Services, please contact BMW Financial Services’ and follow their complaint handling procedure.