As with all requests for credit facilities, we are required to gather certain information from you to assess your request and we will confirm to you the specific information we require to enable us to comprehensively assess the proposal. On receipt of all the information requested we will acknowledge receipt of your credit application within 5 working days, advising you that we are now able to progress your application to the credit assessment stage. We are committed to reverting to you with a decision on your application within 15 working days (unless otherwise advised) of receipt of all the information required to assess the proposal.

BMW Financial Services has policies and procedures in place to ensure the fairest outcome to your application and undertakes to assess each application on its own merits, ensuring the information requested is relevant and not excessive and that the security requirements will not be unreasonable.

When we have completed our assessment, we will provide confirmation of the outcome to you in writing.

In the normal course of our business relationship, we are available to meet with you at your request. We are also happy to offer you the option of a comprehensive annual review of all your credit facilities and related security. Just contact your Regional Manager or our customer services team to arrange a meeting.

Our appeals process enables you to appeal certain decisions made by BMW Financial Services. - You are entitled to appeal certain decisions made by BMW Financial Services within 21 working days of being informed of the decision. This can include decision such as:

• You have submitted a formal business credit application which was declined,
• Your business credit application was approved but for a lower amount or a shorter term than requested, or with special terms or conditions that you feel are unacceptable,
• You have submitted a formal request for an Alternative Arrangement which was declined,
• Your appeal relates to an Alternative Arrangement which was approved with special terms or conditions that you feel are unacceptable,
• Your appeal relates to the withdrawal or reduction of a credit facility,
• Your appeal relates to financial difficulties, and you have been classified as ‘not co-operating’ by us.

BMW Financial Services will attempt to make a decision about your appeal within 15 working days from the day the appeal is received by us, unless otherwise indicated. 

If BMW Financial Services cannot make a decision within this timeframe, we will promptly (before the expiry of the 15 working days) inform you of the reasons for such delay and the amount of time required to come to a decision.

We are committed to assisting you in the event that you find yourself experiencing financial difficulties. We recognize that not all circumstances are the same and we will seek to find the best solution in partnership with you. To assist us in providing this support it is critical that you fully engage with BMW Financial Services so that we can jointly discuss and address the situation. The earlier that contact is established, the quicker a potential solution can be discussed and agreed.

Our Information Booklet “Small and Medium Enterprises (SMEs) in Financial Difficulty”, available below outlines our approach to dealing with SMEs in financial difficulties and gives information on the supports which we provide to customers in this situation.

It is crucial that customers with contact us as soon as possible to advise us if they have any concerns about their ability to manage their credit agreement no or in the future. This allows us to provide an immediate review of the Company's Agreement.

Financial difficulties may affect your credit rating, if you miss payments and your agreement. It is in your interest to engage with us about any arrears or financial difficulties.

BMW Financial Services is committed to always providing you with the best service. However, we understand that sometimes we may fall short of the standard or you may be unhappy with a decision we have made. We will strive to resolve your complaint quickly and fairly and we encourage you to contact us as early as possible either in writing or by contacting us on 0818 253 181 or by email at bmwcustomerservices@bmwfin.ie

If we cannot resolve your complaint in 5 working days we will respond to your complaint in writing or we may respond to you by email, if we hold an email address. We will advise you of the name of the person dealing with your compliant. It is our intention, where possible to investigate and resolve your complaint within 40 working days and issue a final response letter. You will receive regular updates on the progress of your complaint every 20 working days. If we cannot resolve your complaint within 40 working days, we will write and explain the reason for the delay and indicate when we might expect to issue a final response letter.

If you are not satisfied with our response, and your business within the scope of their services, you can refer the matter to the Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29. You can find information on how to access their resolution process by visiting their website at www.fspo.ie.

Together with the various supports provided by BMW Financial Services, there are extensive government supports available to SME customers.

There are over 80 different Government supports for Irish start-ups and small businesses. An Online Guide to help Irish start-ups and small businesses navigate the range of Government supports is provided by the National Enterprise hub and can be found by clicking on the following link: https://www.neh.gov.ie/

In addition, the following websites are helpful in providing support and advice to SMEs:

• www.bpfi.ie 
• www.thinkbusiness.ie 
• www.enterprise.gov.ie
• www.localenterprise.ie
• www.enterprise-ireland.com/en/ 
• www.sfa.ie
• www.isme.ie 
• www.centralbank.ie 
• www.creditreview.ie