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Company Information & Complaints Procedures

Registered Name: Cotswold Motor Group

Registered Number: 3028787

VAT Registration Number: 435362458

Registered Address: Corinthian Way, Cheltenham, GL51 6UP

Place of Registration: England

FCA Status Disclosure: Cotswold Motor Group Limited is authorised and regulated by the Financial Conduct Authority for regulated consumer credit activities and is an appointed representative of South Quay Limited in relation to its general insurance mediation. South Quays Limited is authorised and regulated by the Financial Conduct Authority.

Cotswold Motor Group Limited (trading as Cotswold BMW Cheltenham, Cotswold BMW Hereford, Cotswold MINI Cheltenham, Cotswold MINI Hereford and Cotswold Motorrad) is an appointed representative of South Quays Limited, 53 Stream Road, Kingswinford, West Midlands DY6 9PD, who is authorised and regulated by the Financial Conduct Authority for insurance mediation activity only. South Quays Limited FCA Register number is FRN 528881. South Quays Limited business is to arrange policies for General Insurance and this Initial Disclosure Document applies only to products we advise on, which are regulated by the FCA.

You can check this on the FCA’s Register by visiting the FCA’s website www.fca.org.uk/register or by contacting the FCA on 0845 606 1234.



We are committed to providing the highest customer standards. However, we appreciate sometimes things can go wrong.

If something isn’t right and you need our help, please contact us:

In writing.    Group FCA Compliance Manager at Cotswold Motor Group Limited.
By phone.    01242 335 335.
By email.      info@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.

If you are still unhappy following our final response you have a choice of alternatives which can depend upon the subject of your complaint.


MINI UK Customer Service

Summit ONE

Summit Avenue


Hampshire GU14 0FB


Telephone: 0370 5050 122

Email: customer.service@mini.co.uk


Or if the complaint is regarding a finance agreement or the vehicle funded under a finance agreement please contact the finance company shown on your agreement. This will normally be MINI Financial Services Summit ONE, Summit Avenue, Farnborough, Hampshire GU14 0FB. Their contact details can be found at https://offers.mini.co.uk/existing-customers

For any other finance company their contact details should be on the agreement. Please note that Cotswold Motor Limited is a credit broker not a lender therefore can only investigate complaints about how we have introduced and sold the finance agreement, for all other complaints about the finance agreement we will refer you to the lender.

Alternatively if you remain dissatisfied with our response you may be able to refer the matter for an independent review under the alternative dispute resolution process. The bodies you may be able to refer your complaint to are as follows:


The Financial Ombudsman Service: For the sale of a finance agreement if you remain dissatisfied with our response you may have the right to refer the complaint to the Financial Ombudsman Service, they will consider complaints if you are a private individual, an enterprise that employs less than 10 people and has a turnover of less than 3 million euro (or equivalent), a charity with a turnover of less than £1 million, or trustee of a trust with less and £1 million assets. You may also have the right to refer if we have not supplied a final response within 8 weeks of receiving the complaint. We will advise you if you may have the right to refer to the Financial Ombudsman.

Financial Ombudsman Service, Exchange Tower, London E14 9SR Telephone: 0300 1239 123 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk


If the complaint involves a new vehicle, the warranty, servicing or repair and you still remain unhappy you can refer the matter to the Motor Ombudsman:

The Motor Ombudsman is the automotive dispute resolution body. To refer a complaint to the Motor Ombudsman you must be give us the opportunity to resolve your complaint, if you are dissatisfied with our response or have not had a resolution within eight weeks you may be able to refer the matter to the Motor Ombudsman, any referral must be within six months of the date of our final response.

The Motor Ombudsman, 71 Great Peter Street, London SW1 2BN Telephone: 0345 241 3008 Great Peter Street, London SW1 2BN Email: mailto:consumer@ tmo-uk.org

Alternatively there is 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 Commissioner’s Online Dispute Resolution (ODR) Service. For full details please go to:




If your complaint is related to insurance policies please click HERE.