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Company Information & Complaints Procedures

Registered Name: North Oxford Garage Limited

Company Registered Number: 399428

Place of Registration: England

Registered Office Address: Wollaston Motors, Bedford Road, Northampton, Northamptonshire, NN1 5SZ 

VAT Number: 490 8767 96

Email Address:

MODERN SLAVERY AND HUMAN TRAFFICKING.

Under the UK’s Modern Slavery Act 2015, we are required to publish a Slavery and Human Trafficking statement, describing what steps have been taken to address the risk of slavery and human trafficking occurring in our own operations or our supply chain.

The Statement relating to the William Morgan Group can be found here.

North Oxford Garage Ltd is authorised and regulated by the Financial Conduct Authority for regulated consumer credit activities (limited permissions) and is an appointed representative for general insurance mediation of South Quays Limited which is authorised and regulated by the Financial Conduct Authority.

MINI COMPLAINTS  PROCEDURE

MINI (UK) Limited (MINI) 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.

 

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 the Service Manager or Head of Business at the MINI Centre itself. They are best placed to address your concerns and if required, will contact us directly on your behalf.
 

 

Step 2: Contact us.

Should you remain unhappy with your MINI Centre’s response, please contact us by your preferred method from the list below.

Write to us at:
Customer Service
BMW (UK) Limited
Summit ONE
Summit Avenue
Farnborough
Hampshire
GU14 0FB

Call us on: 0370 5050 160

Calls are charged at the local rate, plus your phone company's access charge.

We're here:
8am - 7pm Monday to Friday

Email us at:
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;
  • a clear description of your complaint;
  • details of what you would like us to do to rectify the situation; and
  • if appropriate, copies of any relevant supporting documentation.

 

Our commitment to you.

We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We will do our best to resolve your complaint quickly, sending a Summary Resolution Letter if your complaint can be resolved by close of the third business day following receipt. If your complaint relates to our credit broking activities and cannot be resolved by close of the third business day, we will:

  • within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them
  • keep you updated on the progress of your complaint, and
  • within 8 weeks of receiving your complaint, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.

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 may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.

 

Financial Services

If your complaint relates to a finance agreement with MINI Financial Services, please click below for details on MINI Financial Services’ complaint handling procedure.

Find out more

 

Step 3: What if I remain unhappy with your response?

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 MINI Financial Services, a trading name of 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. The Financial Ombudsman’s details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234 567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

You may also raise a complaint with any of the trade bodies listed below.


 

THE MOTOR OMBUDSMAN.

The Motor Ombudsman is the UK's government-backed, self-regulatory body for the motor industry.

Fully-impartial, it is the first ombudsman to be focused 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.

Over 7,500 businesses, are accredited to one or more of the Codes covering new cars, sales, vehicle warranties and servicing and repair. These drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

Address:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN

Telephone: 0345 241 3008

 

 

THE EUROPEAN COMMISSION’S ONLINE DISPUTE RESOLUTION SERVICE.

European legislation guarantees consumers:

  • fair treatment;
  • products which meet acceptable standards;
  • a right of redress if something goes wrong.

To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to: https://ec.europa.eu/consumers/odr/

 

 

WILLIAM MORGAN GROUP LTD. TAX STRATEGY.

The William Morgan Group Ltd. (The Group) Tax Strategy is composed of seven elements.

 

  1. Tax Code of Conduct

The code of conduct applies to all tax professionals working on behalf of The Group.

It endeavours to guide the role of tax professionals within the group, their key responsibilities, their professional conduct and their approach to working relationships with external parties.

Tax professionals must:

  • Observe all applicable laws, rules, regulations and disclosure requirements.
  • Ensure all decisions are taken at an appropriate level, supported with documentation that evidences the facts, conclusions and risks involved.
  • Insist on certainty on tax positions adopted but where the tax law is unclear or subject to interpretation, written advice or confirmation must be sought in order to ensure that the view adopted would, more likely than not, be settled in favour of the advice received.
  • Develop and foster good working relationship with tax authorities, government bodies and other related third parties.
  • Act with due consideration is to be given to reputation, brand corporate and social responsibilities when considering tax initiatives as well as the applicable legal and fiduciary duties of directors and employees, all of which will form part of the overall decision-making and risk assessment process.
  • Be open, honest and transparent in all dealing with the tax and other relevant bodies. Should any person have specific queries about this code of conduct, or would like advise on implementing it, they should speak with their line manager and if not adequately addressed, those queries should be brought to the attention of William Le Fevre.

 

  1. Tax risk management for interactions with business

The business understands that the tax function should be involved throughout from planning to implementation in order to avoid failure in implementation, documentation or maintenance without corrective action.

The prominence of the commercial needs will under no circumstances override compliance with all applicable law. The tax function will therefore provide appropriate input. As part of the approval process for business proposals to ensure a clear understanding of the tax consequences. The tax function will also then ensure accurate representation in tax returns and accounts.

 

  1. Tax risk assessment procedures for decisions making.

Assessments will be made in the following circumstances;

  • All business or share acquisitions and disposals.
  • All changes in corporate structure.
  • All significant business transactions.
  • All significant new processes affecting tax compliance.

A detailed assessment of risk will be carried out and which must be presented to the owner of the tax decision.

Risk assessment should include but not be limited to:

  • A full description of the issue including a clear summary statement of the facts.
  • An assessment of the financial cost and benefits of all potential scenarios.
  • An assessment of the non-financial cost and benefits including an assessment of the nature and amount of resources to secure the benefit.
  • An assessment of the probability of the risk crystallising.
  • Commentary on the likely process of dispute resolution.
  • Recommendations.

Low-Risk issues are managed by Matthew Wilson.

Medium-risk issues are managed by Peter Brookes but subject to referral to external tax advisors for independent opinion.

High-risk issues are managed by the Board of the Group but subject to referral to external tax advisors for independent opinion.

 

  1. Tax risk management in the compliance life cycle

The business will submit all returns by their due dates in line with local tax law. The tax function will monitor all changes in relevant tax law and practice and undertake regular training in order to assess any consequences for the group, with the minimum aim of mitigating any adverse impact. The tax function will manage its compliance affairs to minimize the risk of any adverse public comment. 

 

  1. Tax authority relationships

The code of conduct requires the group to foster good relationships with tax authorities, governments and related third parties and to undertake all such dealings in a professional, courteous and timely manner.

 

  1. Enquiry Management

Enquiries may include consideration of:

  • The overall liability at stake including tax and penalties.
  • The degree to which consistency is relevant concerning one or more instances / events.
  • The likelihood of litigation.
  • The likely resource requirements and options to source enquiry compliance.
  • The reliance of expertise of information from third parties.
  • The risk of reputational damage.

At all times all members of the tax, function should seek to share knowledge and to seek input on all matters that could improve the management of task risk in order to resolve the enquiry expeditiously.

 

  1. Artificial tax arrangements

The business will not engage in artificial tax arrangements. The business acknowledges that the test of artificially will be and is aligned with the existence or non-existence of a commercial purpose.

 

Approved by: William Le Fevre, Managing Director