Unfortunately I had to raise a complaint as the car I purchased had major faults when I purchased it which meant that I wasn't able to drive it. This caused a massive amount of stress for me and my children- missed work, social events, extra costs of travelling anywhere etc. The complaints team were impossible to get hold of, I left numerous messages for my complaint handler, sent emails and had no response. The impact of on my mental health has been immense. My final response letter after you finally upheld my complaint came outside of the 8 week deadline as per FCA regulations and my refund took another 2 weeks to be processed and this was only because I phoned numerous times to chase it up. I feel like my needs as a consumer were met, I don't feel like I was treated fairly and I think close brothers fell short on their obligations under Consumer Duty. It has been the worst customer service experience I have had to date. My complaint was received on 12th may 2023 and my refund was provided on 27th July 2023. All of this time I had no access to any vehicle.
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