MINI Customer Complaints Procedure.

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MINI (IE) 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.

MINI 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.

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

Step 1: Discussion with your MINI Centre.

 

If you have a concern with either your vehicle or the service you have received at your MINI Centre, please firstly raise this with them directly and the centre will do all they can resolve your complaint. They are best placed to address your concerns and if required, will contact us directly on your behalf.

 

Find a MINI centre

 

Step 2: Contact MINI.

 

If something isn’t right, let us know how we can help.

  1. Telephone number 0818 6194 21
    We're here:
    Monday & Tuesday 9am – 5pm
    Wednesday - Friday 9am – 3:30pm
    Calls are charged at the local rate, plus your phone company's access charge.

  2. Or write to us at:
    Customer Service
    MINI (IE) Limited
    Swift Square,
    Northwood Cres,
    North Wood,
    Dublin 9,
    Ireland 
     

3. Or, email us at:  customerservicesIE@mini.ie

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;
  • Your vehicle details;
  • Details of how we can contact you;
  • Your MINI Centre;
  • A clear description of your complaint;
  • What you would like us to do to rectify the situation;
  • Where relevant copies of any relevant supporting documentation.

If you do not have a customer account with MINI we will ask for some information on ownership, this is normally through a copy of the Registration Document.

Our commitment to you.

 

Once received, we will notify you of a case reference number and this should be used in any further communication on the complaint.

Your complaint will be assigned to an advisor who will take the lead on your complaint and provide you with updates.

We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

In some cases we’ll need to contact your MINI Centre for more information. If appropriate, we may refer the complaint directly to them for information or action.

We will do our best to resolve your complaint quickly and aim to resolve complaints within five working days.

We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.

Step 3: What if you remain unhappy with your response?

 

If you feel your issue has not been resolved, you can contact SIMI for an independent opinion. (Society of the Irish Motor Industry)
 

SIMI is a member’s organisation which consists of Dealers, Repairers, Vehicle Distributors, Wholesalers, Retailers, Vehicle Testers and many more important operators within the motor industry in Ireland. All members of SIMI are required to follow the code of ethics in their business practices and to maintain a high standard of customer service.

Address:
5 Upper Pembroke Street, 
Dublin 2, 
D02 EN22

Telephone: 01 6761690

Website: www.simi.ie/en

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