In the present day, we’re tackling this subject despatched to us by Colette Masters…
I modified automobiles on 19 March with Arnold Clark Renault Liverpool. The previous automobile had finance to settle which was factored into the deal and the supplier was purported to repay the previous finance. 4 weeks later the finance firm took a month-to-month fee for the previous automobile. I complained to Arnold Clark and have been astounded by the shortage of buyer care in looking for a decision. My husband was instructed that they’d see if that they had a espresso cup or one thing mendacity round to offer me as compensation.
We have been sorry to listen to about your expertise – you went into much more element in your message and despatched us all of your correspondence with the dealership.
Our first port of name on this was to see what Arnold Clark needed to say. Its press workforce was responsive and escalated the grievance.
Just below every week later, Arnold Clark offered us with this assertion: “We’ve acknowledged the customer’s concern and we’re currently in the process of resolving their complaint. We apologise for any inconvenience and appreciate their patience and understanding.
“Our purpose is to at all times present customer support of the very best degree and can proceed to work with the client to completely resolve this.”
Our workforce then caught up with you, Colette, and realized that they referred to as to give you a full refund on the overpayment.
We might go away this one right here, nevertheless it’s apparent that firms should not want a name from the media to kind these items out, and journalists cannot look into each case that comes into our inbox.
With that in thoughts, we requested Complaints Resolver Scott Dixon to run by what he would have finished to discover a decision on this case.
He wrote…
Shopping for a second-hand automobile is prone to be the second greatest buy you might be ever prone to make, and it tops my inbox with probably the most complaints.
The Monetary Ombudsman Service obtained greater than 68,000 complaints between October and December 2024, with automobile finance complaints up by 294% on the identical time final 12 months. Complaints vary from mis-sold finance and defective autos to disputes over rejection rights.
A take a look at the Arnold Clark web site exhibits how a lot it boasts about placing prospects, and equity first, however your account means that wasn’t the case right here.
Here is what I’d do on this scenario:
They could not learn it themselves, however in my expertise, it usually prompts motion.
Ship all further correspondence as attachments with a bullet-point timeline to allow them to clearly see how this has unfolded and clarify how badly you have got been handled.
Cross-reference your expertise to the guarantees on the agency’s web site.
A espresso cup is not going to chop it. I’d search a written apology acknowledging the poor dealing with and dire customer support, and a full refund of £230 paid on account of Arnold Clark failing to settle the finance on time.
Ask for an in depth breakdown and affirmation of what has been paid as a settlement determine to the finance firm, as there seem like some discrepancies and misunderstandings, so you realize that the whole lot has been settled as agreed.
You additionally need an assurance that no opposed credit score reviews have been made on account of their negligence and incompetence.
State that you really want a decision inside 14 days from the date of your letter.
Step two: Contact your lenders.
I’d contact each lenders and clarify what has occurred, and ask that they don’t document any missed funds or defaults from this case.
Step three: Verify your credit score file in a few months to guarantee that the whole lot is in good order and no errors or defaults have been made. If any errors have been made, ask for a “Notice of Correction” to be put in your credit score file to clarify it in additional element to assist lenders perceive the background if it is incorrect.
Step 4: Depart evaluations on-line and report back to Buying and selling Requirements.
I would depart a evaluate on Google Opinions to warn others and report this dealership to Buying and selling Requirements.
This characteristic is just not supposed as monetary recommendation – the purpose is to offer an summary of the issues it’s best to take into consideration. Submit your dilemma or client dispute through:
WhatsApp hereOr electronic mail moneyblog@sky.uk with the topic line “Money Problem”
