Review Time
Close Brothers have repeatedly submitted conflicting information in relation to the novation of our vehicles and have failed to provide copies of agreements despite several requests. They are refusing to discuss our account over the phone as my name is not showing as a contact despite previous email confirmation that is has been added. This matter has been logged as a complaint with no response after 3 weeks.We have been left with no alternative than to involve the Financial Services Ombudsman due to Close Brothers' failure to respond to our issues.
I am extremely dissatisfied with the service provided by Close Brothers. A direct debit for my car insurance was due on 2 September. I mistakenly believed I had sufficient funds in my savings account and overlooked topping it up. Instead of notifying me about the insufficient funds, Close Brothers immediately imposed a late payment fee, adding an extra 20% to the total payment. A simple notification or text message informing me of the issue and allowing me to rectify it would have prevented this entire situation.Days passed without any communication from Close Brothers, and I remained unaware that my account needed topping up. On 12 September, I received a notice from my bank—not Close Brothers—informing me that the additional 20% payment was declined due to insufficient funds. My bank promptly notified me via text, advising me to top up my account before 2pm, which I did. This is an example of excellent communication, unlike the predatory practices of Close Brothers.On 16 September, I received a letter from Close Brothers stating that I was late with the payment and that I am being charged more than 20% extra. This letter arrived after they had already taken my payment on the 12th. While I acknowledge that I did not have enough funds in my savings account initially, a simple warning from Close Brothers would have allowed me to address the issue immediately, avoiding unnecessary stress and additional charges. Their lack of communication and punitive approach is unacceptable.I strongly advise against using Close Brothers. Their practices are exploitative, and they show no regard for their customers’ circumstances. Avoid this company at all costs.
I had a problem with a bad dealer and needed to cancel my car purchase after two months. Close Bros were absolutely fantastic throughout, cancelling the loan and recovering my deposit to the dealer, as well as reimbursing 2 loan payments.Throughout the process the staff I spoke to were very reassuring and exceptionally helpful, for which I am eternally grateful.
If it wasn’t for Lisa I would be giving a one star review. I have experienced no end of problems with my designated complaint handler Adam, with no call backs or replies to emails, rudeness or condescending behaviour, and refusal to allow me to make a complaint. I had my car dropped in at the garage and they wouldn’t release it without payment - I tried to prepare for this and as I expected Adam was most unhelpful and made things increasingly difficult. Lisa went above and beyond when she didn’t need to and managed to facilitate a smooth process. Even if she came back with bad news, I would have appreciated her effort, urgency and professionalism as all it took was a try. Completely gave me back confidence in the company and demonstrated not all agents are the same.
After two decades of using their services without missing or a late payment I cancelled a contract and they set a debt collecting agency onto me. My wife fainted and I was so worried thinking we'd been horribly scammed. All for £60 which was never invoiced or taken by DD. I suggest everyone avoid this company like the plague. They never apologised or made any attempt to make amends. Please British public AVOID this company!!!!
The best finance l have had in my entire life. The interest on the finance was small and affordable . My second finance with the Close Brothers.I will recommend them to anyone who wants to. They are great 👍 Thank you Close Brothers.
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