Review Time
I am so grateful to Close Brothers for assisting me with an issue regarding my vehicle & a repair bill. Lauren was very thorough & updated me along the way. I got the result I deserved and feel this is down to Lauren's support and Close Brothers for ensuring customer satisfaction.
Over the space of two days, I spent a total of 8.5 hours on the phone, being passed back and forth from my insurer to close brothers, over and over. Each customer service team was telling me that the other company are the ones who could deal with my problem. Turns out, it was indeed close brothers that needed to deal with my problem. I was hung up on several times. I was also placed on hold hundreds of times – probably literally, only to be left for over 20 mins when I eventually gave up and realised that the call handler was not coming back on the phone to me. Not once did close brothers call me back either. Every single question I asked, no matter how simple, I had to wait on hold for a minimum of 5 mins, but most of the time 10-15 (that’s when I wasn’t hung up on or left on hold and forgotten about). E.g. they told me my outstanding balance, I simply asked whether that balance included late fees, the call handler could not answer this question or any other I had. I have had plenty of bad experiences with incompetent companies and their useless employees, but I have never bothered to write a bad review or pursue it in any other way. However, I have never in all my life known ANYTHING even close to what I have experienced with close brothers. The amount I was told I had to pay to avoid policy cancellation is absolutely incorrect, it should have been £183 including late fees, however I paid £219 which. Some very simple and quick maths brings you to the correct figure of £183. Any time I asked how they reached this figure, I was placed on hold and never got an answer. In the end I was so stressed and wound up by the whole thing that I just paid it anyway, I could not handle being put on hold again. I am going to email the customer service team with a break down of how the figure totals £183. I’m expecting to be ignored totally and get absolutely nowhere so I don’t know why I’m wasting my time.This may sound OTT and pathetic, but this has seriously impacted my already terrible mental health. I have shed tears and tears over this. I even missed my 7 year old son’s race today competing against other schools. I had to miss it because my policy was being cancelled at 4:30 and I was making no progress. He was in tears over it and so was I. I feel guilty as hell and it should not have happened! I am absolutely disgusted with close brothers, there are no words to convey how they have made me feel and how they have treated me. It’s despicable and I’ve never experienced anything even close to this level of incompetency in my entire life. AVOID LIKE THE PLAGUE!!!!!
I had an extremely disappointing experience with Close Brothers regarding the refund of my deposit for a vehicle finance agreement. After they unexpectedly required a personal guarantee, I had no choice but to cancel the agreement. On 24th February 2024, I received written confirmation that my deposit would be refunded within up to 3 days.However, 7 days later, I have still not received my money—nor any explanation for the delay. Despite repeated follow-ups, Close Brothers has failed to honor their commitment, causing unnecessary frustration and inconvenience.This experience raises serious concerns about their adherence to FCA regulations, particularly regarding fair treatment of customers. Their lack of communication and failure to process refunds within promised timeframes is completely unacceptable for a financial institution.I strongly advise others to be cautious when dealing with Close Brothers—if this is how they handle refunds, I dread to think how they deal with more serious financial matters. Avoid at all costs.
I had a really disappointing experience with this company and wouldn’t recommend them to anyone. Their customer service was unhelpful, and they seemed to have little concern for customer satisfaction. Their policy states a £90 cancelation fee, but they refused to refund my £213 deposit. The issue? It took me a couple of days to provide the requested document. Even after I submitted it, they rejected it and charged me for insurance costs during that time. This company is completely dishonest avoid them at all costs!
If you’re considering Close Brothers for car finance, do yourself a favor and look elsewhere. My experience with them has been nothing short of a disaster, and if it weren’t for sheer luck, it could have ended in a fatal accident for me and my family.I financed a car through Close Brothers, trusting them to work with reputable dealers and ensure their customers are getting roadworthy vehicles. Big mistake. The car I was sold had a major safety defect—the airbags wouldn’t have deployed in an accident. Let that sink in for a second. If I had crashed, my family and I could have been seriously injured or worse. The only reason this was discovered was because Mercedes-Benz flagged the issue when the car went in for a check-up.The fact that Close Brothers allowed a dealer to sell a car in such a dangerous condition is beyond negligent. Do they even do proper checks on the dealers they finance? Or do they just take their cut and leave customers to deal with the consequences? From my experience, it seems to be the latter.When I tried to raise this issue with them, their customer service was a joke. They didn’t take accountability, dragged their feet, and made it as difficult as possible to get any resolution. I expected a finance company to have some level of responsibility when it comes to the cars they approve for finance, but clearly, Close Brothers just doesn’t care.This isn’t just about bad service—it’s about people’s lives. If Mercedes hadn’t caught this issue, my family’s safety would have been at serious risk. No finance company should be putting profits over customer safety, but that’s exactly what Close Brothers seems to do.If you value safety, customer service, and basic competence, stay far away from Close Brothers. They are the worst finance company I’ve ever dealt with, and I wouldn’t trust them with a bicycle, let alone a car.To note on their as well they kept closing down my complaint and told me the person that’s was dealing with my complaint was on annual leave to find out on the same day she was working. After 1 year of fighting the case Financial ombudsman then managed to sort it out.
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