Finance side of things fine; it’s when things go wrong the complaint handling side of the business is an absolute joke. Long story short, I purchased a car on HP finance through a dealership; 4-5 weeks of using the car it breaks down, nearby garage confirms 7 or so different faults from gearbox to transmission to electrical issues and all sorts - contact dealer & close brothers - now a month later Im without a car, and no refund, and still on a finance agreement. All I’ve asked them for is updates with the progress of what’s happening, I’ve sent 8 emails and rang numerous times to just through to there answer phone; one guy Jim called me initially and was very nice, yet since that initial phone call nothing has happened; or atleast I’m not aware if anything’s happened. I ask only for updates so I can explain to my employer why I’m struggling to get to work which I’m being penalised for (I can’t get a new car as I still have a £7000 finance outstanding on this car!) Jim finally answers the phone Monday just gone, “Thursday we’ll have an update, I will call you Thursday” well as expected again end of play Thursday nope, no phone call, I’ve rang them 3 times, 2 emails - nothing. No confidence in this awful business I can’t wait for the refund and then I can leisurely explore my options further in regards to seeking comp as consumer rights explain a refund should be processed within a reasonable time frame, is a month a reasonable time frame? With only 1 phone call from yourselves telling me what I already know. No, honestly finance side of things fine; but this complaint process is a joke. If I just atleast had updates I wouldn’t be so pressed but without that I’m a clueless sitting duck whereas mechanics and third party businesses involved know more than I do. Reading this back I know an initial reader would assume this relies with the dealer who sold the car; I have complaints to make about them but the HP finance agreement is with close brothers and it’s there responsibility to sort this; atleast I don’t think they’re aware it’s there responsibility.