Review Time
I financed a Renault master van through them over the last four year's. Best experience I've ever had. Totally honest and upfront. Even sent me an email, saying that the van is now mine. Thank you so much. Would definitely use them again.
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.
Massive thank you to Debbie Clayton from the Complaints Department who went above and beyond when dealing with my complaint around a former employee who had provided me with the incorrect information. Debbie resolved my complaint professionally and really did go the extra mile for a resolution.
Yesterday, I purchased two car insurance policies from Policy Expert via the Moneysupermarket website. I made an upfront payment for both policies and set up a monthly direct debit for each. To my surprise, Close Brothers Premium Finance, who provides financing for Policy Expert customers, sent me an email requesting my income information for a credit check. I have been driving for 35 years and have never encountered such a request from car insurers, especially considering that both policies have more than 20 years of no-claims each. Although Policy Expert claims to have mentioned this requirement during the purchase process, I am outraged that paying monthly premiums for car insurance requires a credit check.
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