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POLICY STATETEMENT

 

We are committed to providing the highest customer standards and welcome feedback to improve our service from staff and Customers.

 

PROCEDURES

 

We appreciate that sometimes things can go wrong. We encourage customers to speak directly to the member of staff involved if they wish to make a comment or complaint regarding a service or product we have delivered. If however a satisfactory outcome is not reached then a formal complaint can be made by the following:

 

In writing: Quality Customer Care Manager, addressed to the respective site involved

By phone: 01242 335335 Cheltenham or 01432 375555 Hereford
By email: feedback@cotswoldgroup.com

 

We will investigate all complaints competently, diligently and obtain additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome.

 

OMBUDSMANS

 

Customers may also exercise their right to make a complaint to the Financial or Motor Ombudsman.

Financial Ombudsman: https://www.financial-ombudsman.org.uk/

Motor Ombudsman: https://www.themotorombudsman.org/

 

REGULATED COMPLAINTS 

 

Customer have the right to make a regulated complaint, Cotswold Motor Group are an Appointed Representative of Automotive Compliance.

 

In writing: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD

By phone: 01452671560

By email: complaints@automotive-compliance.co.uk

 

If you are still unhappy following our final response you have a choice of alternatives which can depend upon the subject of your complaint. If this is the case please click on the BMW, MINI or Motorrad links below so we can direct you to the correct information:

© 2026 Cotswold Motor Group. All Rights Reserved www.cotswoldgroup.com.

Reg. Company Number: 3028787. VAT Reg. No. 435 3624 58.

Automotive E-commerce Website by Bluesky Interactive

Cotswold Motor Group Limited (Company number 3028787), trading as Cotswold Cheltenham BMW, Cotswold Hereford BMW, Cotswold Cheltenham MINI, Cotswold Hereford MINI, Cotswold Motorrad, Cotswold Bodyshop and Cotswold Group Select is an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Cotswold Motor Group Limited (Company number 3028787), trading as Cotswold Cheltenham BMW, Cotswold Hereford BMW, Cotswold Cheltenham MINI, Cotswold Hereford MINI, Cotswold Motorrad, Cotswold Bodyshop and Cotswold Group Select to act as a credit broker, not a lender, for the introduction to a limited number of lenders, and to act as an agent on behalf of the insurer for insurance distribution activities only.

We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor.

Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase.

Different lenders pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement.

All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.