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MINI Customer Complaints Procedure.
MINI UK 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 MINI Financial Services, please click below for details on MINI 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 to resolve your complaint.
They are best placed to address your concerns and if required, will contact us directly on your behalf.
Step 2: Contact MINI.
If something isn’t right, let us know how we can help.
1. Telephone number 0370 5050 122
We're here:
Monday to Friday: 8am - 7pm
Saturday: 9am - 5pm
Calls are charged at the local rate, plus your phone company's access charge.
2. Or write to us at:
MINI UK Customer Service
Summit ONE
Summit Avenue
Farnborough
Hampshire GU14 0FB
Email: customer.service@mini.co.uk
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;
- Your MINI Centre
- A clear description of your complaint;
- What you would like us to do to rectify the situation; and
- 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 – V5C.
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 The Motor Ombudsman for an independent opinion.
The Motor Ombudsman is MINI’s appointed Alternative Dispute Resolution (ADR) provider and can provide free and impartial adjudication.
The Motor Ombudsman is the UK's government-backed, self-regulatory body for the motor industry.
It is fully impartial, focuses solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice.
MINI is accredited to the Motor Industry Code of Practice for New Cars.
Address:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
Telephone: 0345 241 3008
Website: www.themotorombudsman.org
