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.

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.