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Company Information & Complaints Procedures

Registered Name: Arden Maidstone Limited

Company Registered Number: 6894533

Place of Registration: England

Registered Office Address: 12 Wood Close, Quarry Wood, Aylesford, Kent, ME20 7UB

VAT Number: 975971162

Email Address:

FCA disclosure:

Arden Maidstone Limited is an Appointed Representative of South Quays Limited who is authorised and regulated by the Financial Conduct Authority (FCA) for Insurance Mediation activity only (FRN 528881). Arden Maidstone Limited is directly authorised and regulated by the Financial Conduct Authority (FCA) for Consumer Credit activity only (Limited Permissions) (FRN 673369)  You can check this on the FCA’s website www.FCA.gov.uk/register or by contacting the FCA on 0845 6061234

ARDEN Maidstone MINI Complaints Procedure                                                 

COMPLAINTS PROCEDURE

We hope you are pleased with any purchase made or service received from Arden Maidstone Limited 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.

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.

If after contacting us you feel we haven't resolved your complaint satisfactorily, please email or write to:

Arden Maidstone Limited
12 Wood Close
Quarry Wood Industrial Estate
Aylesford
Maidstone,
Kent
ME20 7UB

mail@ardenmini.co.uk

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

The Motor Codes Advisory and Conciliation Service will offer free impartial advice and, when appropriate, an Alternative Dispute Resolution. For further information, you can visit their website at www.motorcodes.co.uk or call their Consumer Advice Line on 0800 6920825. Where our manufacturers advise, we have signed up for their service but we would always prefer to resolve the complaint ourselves, as we will do for other manufacturers we represent.

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 at: www.fca.org.uk

If you are dissatisfied with either our final response or the reasons for any delay in providing our final response, once you have received 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 or insurance activities - that is to say, any marketing material or recommendations we make in relation to any finance products. You must also be a private individual or a business, charity or trust with an annual turnover of less than 2 million Pounds 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 at: www.financial-ombudsman.org.uk/consumer/complaints.htm

 

 

 https://www.ardenmaidstonemini.co.uk/mini-service/


BMW COMPLAINTS  PROCEDURE

BMW (UK) Limited (BMW) is 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’ll do our best to help resolve the situation in a fair and transparent way.

BMW 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.

We are committed to providing a customer experience of the highest standard, but sometimes things can go wrong. If something isn’t right and you need our help please click on the below area which relates to your complaint.

Complaints regarding insurance policies

 

Step 1

Discussion with your BMW 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 Service Manager or Head of Business at the BMW Centre itself. They are best placed to address your concerns and if required, will contact us directly on your behalf.

 

Step 2

Contacting us.

Should you remain unhappy with your BMW Centre’s response, please contact us by your preferred method from the list below.

Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire GU14 0FB

Telephone: 0370 5050 160

Email: customer.service@bmw.co.uk

 

We’re here: 9am - 6pm Monday to Friday

 

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;
  • 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; and
  • if appropriate, copies of any relevant supporting documentation.

 

Our commitment to you.

  • We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us
  • We will do our best to resolve your complaint quickly, by the end of the next business day if possible. If this is not possible, and your complaint relates to our credit broking, we will:
    • 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, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.
  • In some cases we’ll need to contact your BMW Centre for more information. If appropriate, we may refer the complaint directly to them for information or action
  • We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision

 

Financial Services

If your complaint relates to a finance agreement with BMW Financial Services, please click below for details on BMW Financial Services’ complaint handling procedure.

Find out more

 

Step 3

What if I remain unhappy with your response?

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. The Financial Ombudsman’s details are:

 

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9 123

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

Website: www.financial-ombudsman.org.uk

You may also raise a complaint with any of the trade bodies listed below.

 

Motor Codes

Motor Codes is a government-backed, self-regulatory body for the motor industry. BMW subscribes to the New Car Code, which covers the sale of new cars, warranties, the availability of replacement parts, and advertising and complaint handling. In addition, our BMW Centres subscribe to the Service and Repair Code which commits them to open, transparent and fair methods of business aiming to maintain consistently high standards.

Telephone: 0207 3441 651

Email: consumer@motorcodes.co.uk

Website: www.motorcodes.co.uk

 

BVRLA conciliation

BMW is a member of the British Vehicle Rental and Leasing Association (the BVRLA). If you are not happy with our final response and would like to refer your complaint to the BVRLA’s conciliation scheme, you may email them at: complaint@bvrla.co.uk

 

or write to them at:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD 

 

The European Commission’s Online Dispute Resolution Service

European legislation guarantees consumers:

  • fair treatment;
  • products which meet acceptable standards;
  • a right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to: http://ec.europa.eu/consumers/odr/