COVID-19 FAQs Corporate Sales Careers News Finance Book a Service About Us Customer Service

COVID-19 FAQs

Following the changes to the Government's COVID-19 lockdown guidelines, our service workshops will be open to all from Monday 18th May 2020.

To ensure the safety of both our customers and employees, we have implemented significant changes to our facilities and operating procedures. These include:

  • Designated and timed appointments, as well as collection periods to minimise queues and maintain social distancing
  • COVID-19 safety signage to direct you safely through all customer areas
  • Increased levels of cleaning and sanitising products for your use
  • Perspex screens on all service desks for added safety
  • The use of plastic bags to minimise any unnecessary handling of keys
  • Increased levels of vehicle cleaning to ensure that all touch points within have been cleaned thoroughly prior to collection


To book a service with your local centre, please click the "Book a Service" link throughout our website, call your local centre or email service@group1auto.co.uk.

At this time whilst our showrooms remain physically closed, we are still digitally open for sales. With our dedicated virtual sales team, used car Click & Collect service, new car virtual appointments and our contactless delivery service, we are confident we can keep you on the move.

From all here at Barons & Chandlers, we hope you stay safe and alert during this unprecedented time.

Frequently Asked Questions

  • We appreciate that you may have been due to collect your new vehicle from us during our temporary closure. Whilst we are unable to facilitate your vehicle handover during this time, all customers will be contacted directly by the team. We would also like to reassure you that we will rearrange this with you as soon as we reopen.

  • A member of the team will be directly contacting all customers that have a vehicle on order with us. We endeavour to keep you updated with the latest information via our website, email and social media channels.

  • We have a dedicated digital team handling New & Used Car enquiries. You can make an enquiry using our website enquiry forms, or by using our Live Chat facility. You can also book a convenient virtual appointment with a member of our knowledgeable team from the comfort of your home.

    Our virtual appointments service is accessible through the new car page of our site and can assist you with:

    • Further information on our New and Used models
    • Configure your vehicle online and explore the enhanced specifications available to you 
    • Information on financing your new BMW and the options available 
    • Part Exchanging your current vehicle
    • Customers of the Motability Scheme

    Whilst we are unable to facilitate your vehicle handover during our temporary closure, we will be in touch to rearrange this with you as soon as we reopen.

  • You can make an enquiry using our website enquiry forms, or by using our Live Chat facility. We also have a dedicated digital team handling New & Used Car enquiries. You can book a convenient virtual appointment with a member of our knowledgeable team from the comfort of your home. 

  • Online Self-Service and Customer Support:

    To help support handling customers’ enquiries and concerns at this time, please remember the following self-service options may provide you with the support and answers you need:

    • Regularly updated COVID-19 FAQs can be found on the Online Genius at: https://discover.bmw.co.uk/help/finance/covid19-customer-statement 
    • Customers can manage their agreement online using the BMW MyFinance portal: www.bmw.co.uk/myfinance or MINI MyFinance portal: www.mini.co.uk/myfinance
    • Customers can obtain a quote through the MyFinance portal
    • If you hold a regulated agreement and wish to find out details about Voluntary Termination, please contact ContractEnd@bmwfs.co.uk  

    Financial Services Customers directly impacted by COVID-19:

    To support customers experiencing financial difficulties as a result of COVID-19, they need to understand more about their current situation, in order to be able to look at how we may be able to assist. Customers concerned about their ability to make their repayments as a result of COVID-19 are asked to provide as much information as possible in answer to the five following questions and send to the email address shown below. This will allow them to assess each customer’s needs on a case-by-case basis:

    1. What is your current employment status?

    2. How has COVID-19 impacted you and your ability to work? How do you envisage this will impact you financially?

    3. What is your employer’s position? What communication have you had from them? Are you entitled to sick pay or reduced pay?

    4. What arrangements do you have in place for your other finances?

    5. How does COVID-19 impact your ability to pay the vehicle and finance costs?

    Customers concerned about their ability to make their repayments as a result of COVID-19 should email their answers to the above questions to the relevant address below:

    • customer.accounts@bmwfin.com  
    • customer.accounts@minifin.co.uk
    •  

    Their teams will endeavour to respond to the customers email as soon as possible over the next few days.

    Any customers concerned about the financial impacts of COVID-19 could also be directed to the following not-for-profit organisations who provide free, confidential and impartial debt advice (or details of where to get such advice in your area):

    • Citizens Advice – www.adviceguide.org.uk  

    • National Debtline – www.nationaldebtline.co.uk  

    • Money Advice Service – www.moneyadviceservice.org.uk  

    Customers with vehicles on order and awaiting collection/delivery:

    For existing customers with vehicles on order and where the Retailer is unable to deliver the vehicle or the customer is unable to collect, we can look to extend their agreement for a specific period (up to 3 months).

  • Following the Government’s latest announcement instructing the closure of our Centres, Motability will automatically apply a six month lease extension to customers who are approaching the end of their lease. You can find out more from Motability Operations directly and we will be in touch with our Motability customers when we are due to reopen.

  • Our dedicated team will be in touch directly with all customers with service bookings scheduled during our temporary closure. Please bear with us whilst we work to get in touch as soon as possible.

  • We have a team available to handle emergency servicing needs. If you have an urgent servicing requirement or an emergency, please email us at service@group1auto.co.uk or call us on 01245 968220.

  • We have a team available to handle emergency servicing needs. If you have an urgent servicing requirement or an emergency, please email us at service@group1auto.co.uk or call us on 01245 968220.

  • The latest Government states that a vehicles MOT expiry date will be extended by 6 months if it’s due on or after 30 March 2020 - but you must keep your vehicle safe to drive.

    You can view the latest Government advicehere. You can still submit an MOT request online and we will endeavour to book this in to your chosen Centre when we reopen.

  • You can still submit a service or MOTrequest online and we will endeavour to book this in to your chosen Centre when we reopen.

  • Our dedicated team will be in touch to arrange this with you. Please bear with us whilst we work to get in touch as soon as possible.

  • If you have an urgent servicing requirement or an emergency, please email us at service@group1auto.co.uk or call us on 01245 968220.

    We would suggest that you visit www.bmw.co.uk for specific warranty queries.

  • If your car is unsafe to drive, please contact BMW Roadside Assistance on 0800 777111. 

    We have a team available to handle emergency servicing needs. If you have an urgent servicing requirement or an emergency, please email us at service@group1auto.co.uk or call us on 01245 968220.

  • We will endeavour to keep you updated with the latest information and advice via our website, email and on our social media channels.

  • During our temporary closure, we are operating with a small team and we appreciate your patience whilst our response time is longer than usual.  We care about you and we will come back to you as soon as possible.

  • How to contact your local Centre whilst we are temporarily closed:

    • Bedford: baronsbedfordcustomer@baronsbmw.co.uk
    • Borehamwood: baronsborehamwoodcustomer@baronsbmw.co.uk
    • Brighton: chandlersbrightoncustomer@chandlers-bmw.co.uk
    • Cambridge: baronscambridgecustomer@baronsbmw.co.uk
    • Farnborough: baronsfarnboroughcustomer@baronsbmw.co.uk
    • Hailsham: chandlershailshamcustomer@chandlers-bmw.co.uk
    • Hindhead: baronshindheadcustomer@baronsbmw.co.uk
    • Kentish Town: baronskentishtowncustomer@baronsbmw.co.uk
    • Stansted: baronsstanstedcustomer@baronsbmw.co.uk
    • Watford: baronswatfordcustomer@baronsbmw.co.uk
    • Worthing: chandlersworthingcustomer@chandlers-bmw.co.uk

    During our temporary closure, we are operating with a small team and we appreciate your patience whilst our response time is longer than usual.  We care about you and we will come back to you as soon as possible.

  • Customers requiring a vehicle service during the delays caused by Coronavirus can rest assured that your warranty will be unaffected by this disruption. All cars serviced within 3 months or 2,000 miles (whichever is earlier) of the service indicator will be protected in full by any applicable warranty. 

    For customers with a warranty expiry during the coronavirus restrictions (from 14th March 2020 onwards), BMW will extend your warranty coverage until 30th June 2020. End of warranty checks due during this period will also be fulfilled.  Customers in self-isolation beyond 30th June should contact us to arrange for collection and delivery of your car.

    BMW will honour Service Inclusive packages expiring between 14th March and 30th June for any overdue work. BMW will honour any service due under a service package that has expired during the coronavirus closures.

    If your car is an M-car requiring a 1,200 mile running in service, you should not exceed 2,000 miles.  Please contact BMW on 0370 5050 160 if you are affected by this.

  • Everyone needs some TLC. Your BMW included! Your BMW still needs to be maintained, even if it isn’t being driven. Follow our simple steps on how you can look after your car at home.

+
Loading