BMW Financial Services UK Reviews 

A follow up review having now been contacted by BMW finance and my issues resolved i would just like to say thank you.
The four stars are purely for the fact it took four times to get any direct response.

Still no update from BMW. Absolute rubbish that someone will reach out to you. Sent a legal letter on 20th June still no reply within 7 day timeframe. Will post in the press next as this is shocking. Acknowledgement on trust pilot but no follow up as usual.

If I could give a lower score I would.

I am the executor of my late brother in laws will. He had a vehicle contract with BMW Financial services. I contacted them to inform them of his death and after they had received all the documentation they explained that we would receive settlement options in 5 working days. It took them 11 weeks to send the information and in the meantime they continued to take monthly payments when they knew the family were in financial difficulties at that time. After complaining about the time delay in receiving the options I received a final outcome letter where they failed to address the core of the complaint, why 11 weeks instead of 5 working days. No detail in the outcome letter and no contact with the family prior to their decision. The investigator made assumptions which are wrong. They failed to include documentation about referring our complaint to the Ombudsman even though they said they had.

I wrote asking for more details about the investigation and highlighting that they had not addressed the core of the complaint. After two weeks and no reply I sent a further email, after another week I sent a further email, after no reply again I phoned to ensure my emails had been received. I spoke with a nice gentleman, Raj, who tried to put me through to the Customer Escalations Executive who were dealing with my complaint, I have a name and reference numbers. They refused to speak with me and told the gentleman to tell me that the complaint had been finalised.

Honestly, how embarrassing, they are dealing with a grieving family. I’ve now referred my complaint to the Ombudsman. This could have been settled very quickly with a simple apology and explanation as to what went wrong and what they had put in place to ensure it wouldn’t happen to another grieving family. If we had received the options on time we could have stopped the payments until the Estate was finalised averting additional financial hardship for the family at that time.

To be transparent BMW Financial Services did offer £150.00 as a gesture of goodwill, it hasn’t been accepted.

Be aware if someone dies and they have a Contract Hire with BMW Finance, BMW want the car back straight away and they want FULL payment for the entire contract once the deceased Estate is finalised. We were 6 months into a 2 year contract. You can’t transfer the contract, the only option is they take the car back and the Estate pays for the full contract. It isn’t really an option.

BMW, unbelievably poor customer service and as for the Customer Escalations Executive who refused to speak to the family you should be thoroughly ashamed of yourself (name know but decided not to publish).

Update 17/11/25

BMW Financial Services did review my complaint, they offered over £700 this time but didn’t explain how we got that and didn’t reply to my follow up emails, no surprise there. As probate has not been resolved as yet they cannot take the car back, so whilst we have to pay for it at least we can use it.

At the end of October 2025 BMW sent an email to the deceased saying that they could look at different options as he approached the end of his contract. Obviously they don’t update their records as they have known since February 2025 the contract holder had died.

Please, if you don’t want an awful experience avoid contract hire and definitely avoid BMW Financial Services.

Anyone looking to lease a BMW through BMW financial services, beware that unlike other (much better) leasing companies where you have the option to adjust your annual mileage, BMW have quietly taken this option away (even my broker was not informed!). So if your personal circumstances change and you want to adjust the annual mileage during the lease period, you cannot do this. 3 months into a 3 year lease, I asked if it was possible to INCREASE my miles per year (which would be more money for BMW), the answer was NO, as it is fixed for 3 years, regardless. All other lease/finance companies are very flexible with changes to annual mileage, so if you looking to take out a car lease - look somewhere else!!

Update to review: 23 June 2025
Following the above review, I was contacted by BMW Financial services to provide additional information to their escalations team. I provided the above information in more detail and.... the response was exactly the same! BMW do not allow changes to annual mileage once you have signed a lease agreement. What a waste of time asking me to provide additional information to give me the same answer. My original review still stands - if you want flexibility, DO NOT use BMW Financial services.

Horrendous treatment from this company. Have sent a legal letter to Bmw escalations. Wasn't even told about a PG and have copied in & spoken to my local MP who is taking this forward. Letter will be published in the media if no resolution.

My BMW X6 went in to the BMW dealership for it's first service. This included a mandatory software update in relation to the Integrated Brake System (IBS).
Several days later, I approached the vehicle to find all side windows half way down. I thought that I may of accidently pressed the key button. I started the vehicle to drive off, and all screens went off. The screens reset into basic mode. This was repeated a few days later. The technician was called out, and after looking at the diagnostics, the vehicle was recovered as it was deemed unsafe to drive. The software updates have randomly affected a number of BMW's and critically the safety systems of the vehicles, such as lane assist, advance crash protection, distance/parking control etc. plus the autohold. Here we are 20+ weeks later. BMW's response; "new software will be rolled out shortly that should resolve the issues"? When I ended up in the middle of on-coming traffic because the autohold had turned itself off again, enough was enough. There is No explanation in writing from BMW customer Services, an uncomfortable secret for them. Buyer be aware. BMW support for these issues is almost none existent.
Update: As per below, the message stated that they would contact me within 48 hours. 72 hours later, no response or attempt to contact me. BMWFS are as reliable as the software they are installing in their vehicles. The IBS software update is breaking BMW's. A very poor standard from CSM's sat with no name and no accountability in ivory towers.

I borrowed £13,000 against a £50,000 car. Due to a change of circumstances, I requested a settlement figure to pay off the finance after 2 and a bit months. Taking into account the 2 payments made, settling the fiance cost me £530. This is an extrapolated APR of 24% (assuming the same 2 monthly cost across 12 months - quoted APR for the term of the finance term was 11%)! The agent said the high settlement charge was because the costs are front loaded, the capital being paid off towards the end of the finance. This was not explained to me when I took out the finance. I must have purchased more than 15 new or nearly new BMWs over the years. This is my last ..

Re BMW Mini- has developed major fault after 3.5years (bought brand new)
Nobody I called could book in to diagnose the fault (intermittent cluster failure not displaying the speed/mileage etc) this was a part that I didn’t originally order either but was put on my new car.
I was advised to get diagnosed elsewhere and two BMW specialists advised me there was no fault and to raise with BMW as it was a manufacture issue that should be covered under consumer rights act. I called BMW finance who asked me to raise it as a complaint which I did and have now after two months been told they aren’t doing anything and I need proof the issue was developing at time of sale which I don’t have as it failed in the last 6 months. No apology or anything and I haven’t been able to resolve this. Luckily Volkswagen have agreed a part ex and I’ve bought a new Polo instead of purchasing another mini or resolving issue and buying this Mini. Won’t be returning as a mini or BMW customer- really disappointed with literally no satisfactory response :(

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 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