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Vines Limited
Customer Complaint Procedure

We hope you are pleased with any purchase made or service received from Vines of Guildford and that you have no reason to complain - but if there's something you're unhappy with please contact the relevant team member, so that we can look to put matters right.

Customer Complaint Procedure

On this page you will find information about:

  1. How to make a Customer Complaint to Vines of Guildford Motorrad.
  2. How to complain about the sale of your BMW Motorrad Protect Insurance Policy.

 

 

1. How to make a Customer Complaint to Vines of Guildford Motorrad.


Contact us straight away.
In the first instance, ask to speak to the member of staff in the relevant department, who will look to resolve your complaint.

Contact us using one of these options:

Telephone: 01483 207000

Email: mail-guildfordbmw@vinesgroup.net

Post:
Vines of Guildford
21 Moorfield Road
Guildford
Surrey
GU1 1RD

If you call us, we will endeavour to resolve your concern whilst you are calling. If this isn't possible, the advisor will agree a course of action with you. Due to certain legislation requirements we may ask you to put your complaint in writing to us; this is so we can adhere to our Contractual Obligations.

Escalating the complaint.

If after contacting us you feel we haven't resolved your complaint satisfactorily, please email or write to our Head of Business, who will allocate the complaint to the correct Departmental Manager to resolve for you.

Depending on the nature of the complaint and associated complexity, we aim to resolve most complaints within 72 hours, sometimes this is not possible, although we will always aim to resolve your complaint as quickly as possible.

You may find the answer to your complaint in the Terms & Conditions detailed on the Order or Invoice you have received, please also check these for guidance.

If your complaint relates to Financial Services we are required to adhere to a strict Code of Conduct and the timeline for resolving complaints is detailed in the FCA Regulations, these can be found on www.fca.org.uk.

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.
To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from BMW Financial Services (GB) Limited and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.

If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter. Further details and contact methods can be found on www.financial-ombudsman.org.uk/consumer/complaints.htm

The Vines Group subscribes to NMDA, if a dispute cannot be settled, we refer you to NMDA a CTSI certified Alternative Dispute Resolution provider that we are prepared to engage with through the ADR procedure. Further details can be found at www.nmda-bike.co.uk alternatively you can contact their Advice Line on 0845 305 4230

 

 

2. How to complain about the sale of your BMW Motorrad Protect Insurance Policy.
If you would like to make a complaint in relation to the sale of your BMW Protect Insurance Policy, please contact:

STEP 1
Contact BMW Financial Services (GB) Ltd on:

Telephone: 0370 5050 150 
Opening hours: Monday – Friday 8am – 7pm and 9am – 5pm Saturday

Email: customer.service@mini.co.uk
We aim to respond within 48 hours.

Write to:
Customer Services Department
BMW Financial Services (GB) Limited
Summit ONE,
Summit Avenue
Farnborough
Hampshire GU14 0FB

What you will need to provide.
To help BMW Financial Services (GB) Ltd investigate and try to resolve your complaint, please provide the following information:

your name and address;
your policy number, if you have one;
details of how we can be contacted;
a clear description of your complaint;
details of what you would like done to rectify the situation; and
if appropriate, copies of any relevant supporting documentation.

BMW Financial Services (GB) Ltd procedures.
The aim is to resolve your complaint quickly, and we will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or: within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them, keep you updated on the progress of your complaint, and within 8 weeks of receiving your complaint, BMW Financial Services (GB) Ltd will either:
- write to you with a final response and the reasons for providing this response, or
- explain why BMW Financial Services (GB) Ltd are not in a position to give you a final response and let you know when we expect to be able to provide it, and
- in each case provide you with the contact details for the Financial Ombudsman Service.

STEP 2
If you are still not happy.
If you are dissatisfied with either the final response, or the reasons for any delay in providing the final response within eight weeks from the day we received your complaint, you can usually ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.

Contact The Financial Ombudsman Service on:

Telephone: 0300 123 9 123
Opening hours: Monday – Friday (excluding back holidays) 8am – 8pm and 9am – 1pm Saturday Calls are charged at the local rate, plus your telephone company’s access charge.

Email: complaint.info@financial-ombudsman.org.uk

Write to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Alternatively, visit The Financial Ombusman website: http://www.financial-ombudsman.org.uk/

If you would like to complain about the policy terms and conditions or the claims process please contact the insurer. Details can be found in your Protect product insurance policy.