Just bought a car here - was told ONLY AFTER I had signed/paid a used 2021 4 Series BMW that the car has only one key and this was due to chip shortage (which BMW subsequently confirmed to be untrue). Then it turns out after many emails back and forth about the misrepresentation that Saxton does have the second key UPON FURTHER SEARCHING (was lost within their offices). Despite this issue being entirely Saxton's creation, Saxton refuses to drop off the key to me in person (40min drive). Whilst they have offered to post it, I have concerns that it could get lost in the post. For a company with ye2021 profits of £8m/turnover of £195m, being also UK Financial Conduct (FCA) authorised and regulated to deal, advise and arrange insurance products as well as engage in credit broking services, it's disappointing that this company can make misleading statements to consumers, with the original salesman (whom I'm not naming only out of courtesy) not offering any apology whatsoever and the company now making me drive over to them to resolve an issue that is entirely their own creation. Also nice touch for the saleman, in response to my complaint, flagging to me via email the sales contract provision which says "All keys will be provided to the buyer. When there is only one key, [Saxton] shall endeavour to locate... " (clause 16.3), as if this was a valid response to NOT TELLING ME BEFORE PURCHASE that there was only one key in the first place. Which, now that it turns out they had actually lost the second key within their own offices, just means THEY BREACHED THEIR OWN CONTRACT. I hope this update is comprehensive given the salesman, after the first part of the review above, accused me of (I quote) "holding someone to ransom, jumping to conclusions before a situation is ever resolved". To be clear, everything I have said above is factual and now further updated. The UK Financial Conduct Authority website contains the financial complaints procedure for the firm and other firm details (FCA firm reference number 300742). The UK Companies House website also includes further details about the company including statutory filings (Company number 04873983). Though I was told by email not to bother the directors since "Saxton 4x4 is now a self-running company, with minimal input from directors now" - which is interesting given that [the Exec Director per FCA website] is supposed to be an EXECUTIVE director according to the FCA register. UPDATE: 15 June - moved this from a one to two star. The separate Customer Services Team who dealt with my complaint was, in comparison to Sales, prompt and reasonable (and, of particular note, very friendly) - they made sure the second key that Saxton had originally misplaced was dropped off to me and with a spare battery. Am grateful that I did not have to drive a 1.5hr round journey to fix an issue Saxton had created. Shame had to go through all that stress in the first place.