COMPLAINTS PROCEDURE
We hope you are pleased with any purchase made or service received from Vines Limited that you have no reason to complain - but if there's something you're unhappy with please contact the relevant team member, so that we can look to put matters right.
Contact us straight away
In the first instance, ask to speak to the member of staff in the relevant location and department, who will look to resolve your complaint.
Contact us using one of these options:
Vines Gatwick
Telephone: 01293 611117
Email: mail-gatwick@vinesgroup.net
Post: Vines of Gatwick Stephenson Way Three Bridges Crawley West Sussex RH10 1TN
Vines Guildford
Telephone: 01483 207000
Email: mail-guildfordbmw@vinesgroup.net
Post: Vines of Guildford 21 Moorfield Road Guildford, Surrey GU1 1RD
Vines Redhill
Telephone: 01293 772000
Email: mail-redhill@vinesgroup.net
Post: Vines of Redhill 10-12 Bonehurst Road Salfords Redhill Surrey RH1 5EP
If you call us, we will endeavour to resolve your concern whilst you are calling. If this isn't possible, the advisor will agree a course of action with you. Due to certain legislation requirements we may ask you to put your complaint in writing to us; this is so we can adhere to our Contractual Obligations.
Discretionary and non-discretionary commissions
In January 2024, the Financial Conduct Authority (FCA) launched a review of historical discretionary commissions in the motor finance sector together with a pause to complaints handling on this topic. An unexpected Court of Appeal decision concluded that there could also be consumer harm where other types of commission were paid. The UK Supreme Court is due to consider this judgement in April 2025.
Until the Supreme Court makes a decision, the FCA has decided to pause all motor finance commission complaints. This means you won’t receive a final response to a commission complaint until after 4 December 2025.
You will then have up to 15 months from the date of our final response letter or until 29 July 2026 (whichever is the later) to refer your complaint to the Financial Ombudsman Service. In the meantime, we’ll acknowledge your complaint and keep you informed of any developments.
The Vines Group and BMW Group Financial Services is taking all necessary steps to support the FCA during the course of its review and to ensure that affected customers are supported and provided with every assistance to minimise any inconvenience.
For guidance on Discretionary Commission please select your Finance provider below where you will find all the information you need and the next steps to take directly with them:
Escalating the complaint
If after contacting us you feel we haven't resolved your complaint satisfactorily, please email or write to our Head of Business at the relevant site above, who will allocate the complaint to the correct Departmental Manager to resolve for you.
Depending on the nature of the complaint and associated complexity, we aim to resolve most complaints within 72 hours. However, sometimes this is not possible, although we will always aim to resolve your complaint as quickly as possible.
You may find the answer to your complaint in the Terms & Conditions detailed on the Order or Invoice you have received, please also check these for guidance.
If your complaint relates to Financial Services we are required to adhere to a strict Code of Conduct and the timeline for resolving complaints is detailed in the FCA Regulations, these can be found on www.fca.org.uk.
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.
To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from BMW Financial Services (GB) Limited and you must have given us the opportunity to find a resolution first. You must also be a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees.
If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter. Further details and contact methods can be found on www.financial-ombudsman.org.uk/consumer/complaints.htm
The Vines Group subscribes to Motor Ombudsman, if a dispute cannot be settled, we refer you to Motor Ombudsman a CTSI certified Alternative Dispute Resolution provider that we are prepared to engage with through the ADR procedure. Further details can be found at www.themotorombudsman.org/ alternatively you can contact their Advice Line on 0345 241 3008.