If your complaint relates to excessive mileage charges and you did not know that there was an annual limit of miles when the contract was concluded, we will consider whether the financing agreement was mis-sold to you. If we decide that a remedy is appropriate, we will give you fair compensation for any acts or omissions for which we are responsible and we immediately respect any offer of redress that you may accept. The appeal does not always involve financial compensation and may include, for example, an apology, a repair of the funded vehicle or an offer to revamp a funding application. Where financial remedies are deemed appropriate, there may be an interest rate element calculated in accordance with applicable guidelines. BMW Financial Services is committed to providing products and services at the highest level. If, for some reason, you feel that we have not met your expectations or that you are not satisfied with any aspect of our service, please let us know. The information below provides a brief overview of how we handle claims, how we handle customer claims and where claims can be filed. BMW Financial Services will review all complaints competently, diligently and impartially to obtain additional information if necessary. Each claim is assessed fairly, consistently and in a timely manner, taking into account all relevant factors, in order to ensure a fair outcome for the client. For more details on your BMW insurance claim, please select the corresponding insurance product and insurance document on the BMW Insurance Solutions page. The ACF deadline (August 29, 2019) for payment insurance (PPI) claims has now been exceeded.
BMW FS will therefore not take into account the PPI complaints we will receive after this date. If we think that something has not been said or that the consumer has been incentivized to enter into the credit agreement, we will reflect on the impact it has had on them. We will wonder if they had done the transaction again, if they had done anything else, or if they had lost in any way. Please check the full list of FLA members to ensure that your lender is one of our members and is therefore required to comply with our credit code. If your lender`s name doesn`t appear on the list, they may use another trade name. Check your loan agreement to see if there is another name. Asking the consumer to provide videos or photos can sometimes be helpful in cases where the consumer states that the error occurred temporarily or that a garage was unable to reproduce the error. For a used car and more worn on the road, it is unreasonable to expect it to be in perfect condition and it is likely that the car will show signs of wear. But a financial services provider could still be liable if the car was sold with defects that a reasonable person would not expect on a car with that price, age and mileage.
To investigate a consumer`s complaint, we need a copy of the credit contract. As a general rule, we also ask you things like: when a consumer complains about the collection of royalties for damage to the car, if it is reached at the end of the agreement, we will think about what the agreement says about all the fees that can be applied.