I lodged a complaint in November when the engine of a car clearly unfit for purpose and financed by Close Brothers failed on us. I was told that I would be assigned a case handler and that the case would be resolved within 56 days. I spoke to a case handler once, and sent off all the evidence required. I e-mailed and phoned on many occasions as the 56 day period came up and had no response in that time save for an apologetic e-mail saying that my case was progressing.The 56 day period came and went with no further information, I then had no choice but to escalate the matter to the Financial Ombudsman. Surprise, surprise once they were involved the case ended up being resolved in our favour, the contact from Close Brothers improved - the service was so poor we received compensation over it.I received appalling service from Close Brothers over my complaint, it is clear that they need a complete overhaul of their investigative practices and they need to weed out staff who are not doing their jobs properly.I would not recommend taking finance on with Close Brothers, if something goes wrong they will not deal with it - extremely shoddy customer service.
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