Customer Service Charter

We're here to guide your complaint procedure.

We're here to guide your complaint procedure. How to make a complaint with BMW Albatha Finance PSC:

MINI Financial Services is committed to providing products and services of the highest standard. If for any reason you feel we have not lived up to your expectations or you are not entirely satisfied with any aspect of our service please let us know. The information below provides a brief overview of how we deal with complaints in our consumer disputes resolution procedure and tells you where to direct your complaint.

Let us know.

Allow our experienced Customer Service officers the opportunity to assist and resolve any concerns you may have. Please refer to the below contact details and select the one most relevant to you. Our team is available to take your call between 09:00AM-6:00PM Monday to Friday.

Customer Service team:
Telephone: (04) 3129999
Fax: (04) 3277207
Alternatively, you can email us directly at customerservice-uae@bmwfs.com

What you will need to provide:

To assist us in our investigation in our attempt to resolve your complaint, please provide us with the following information:

• Your contract number/vehicle plate number.
• Your name.
• Details of how we can contact you and preferred means of contact.
• A clear description of your complaint and the resolution you are seeking andcopies of any relevant supporting documentation.

MINI Financial Services will use best endeavours to:

• Acknowledge your complaint as soon as reasonably practicable in order to start working with you towards a resolution.
• Resolve your complaint as quickly as possible; if we are unable to resolve it within 5 working days, we will contact you to keep you updated with the progress and the deadline to resolve your complaint.
• Investigate all complaints in good faith, diligently and impartially, obtaining additional information from you as necessary.
• Address each complaint genuinely, efficiently and effectively, taking into account all relevant factors to ensure a fair and reasonable outcome for you, the consumer.

As soon as we resolve your complaint, one of our Customer Service officers will contact you with a resolution brief. Additionally, a final confirmation will be provided in written.

Seek an independent review.

If you are still dissatisfied with our final response, you have the right to raise your concerns with Sanadak https://www.sanadak.gov.ae/en/make-a-complaint/#

Sanadak is an independent Ombudsman Unit established by UAE Central Bank dedicated to resolving complaints.