Close Brothers Reviews 

Completed my 3 years fiance agreement to find out about balloon payments. Offered to give them the motorbike to settle debt but they want to the bike and all the money still via collection agency. Plus they want to default your credit profile untill you clear debt so why am I giving you the bike?? I even phoned last year October to increase my payments but apparently almost doubling what you currently pay doesn't make a difference to this balloon.. paying early don't mean you pay less.

Great service, super helpful staff, seamless experience, and wouldn't hesitate to recommend them. Still in the contract, so will see how the settlement goes at end of contract, but have no issues at this point and happy to work with them again.

Great customer service and doesn’t take that long to sort it all out

Everything went very smoothly and easy to do online, good rates for finance.

Good customer service understanding everything they said to me on the phone can't fault the service I received i will recommend your service to any one who wants car finance

4 months, multiple case handlers, no resolution – now escalating formally

We financed a vehicle through Close Brothers in late 2025. Within 4 months, the engine management light appeared. An independent mechanic identified 10 serious faults.

The dealer refused to repair the vehicle, incorrectly claiming mileage excluded them from responsibility. Close Brothers confirmed this position was not valid under the Consumer Rights Act and instructed us to stop contacting the dealer, stating they would handle everything directly. We were also told the vehicle was not to be driven.

That was in January.

We are now approaching May and:

* We are still paying finance on a vehicle we cannot use
* There is still no resolution
* Communication has been consistently poor or non-existent

We were initially assigned a case handler who stopped responding. A second case handler then took over and arranged an independent inspection, which took place over two weeks ago. Since then, we have received no update despite multiple emails.

After chasing again, we were informed that our case handler had left the company. We were promised a call from a new handler at 10am the following day. That call never happened.

When contacting Close Brothers:

* We waited 47 minutes on hold
* We were told yet again a new case handler would be assigned
* Requests to speak to a manager were refused
* On two separate occasions, we were placed on hold and then disconnected

This situation has now gone far beyond poor service. We have a vehicle deemed unfit to drive, no resolution after months, and no continuity or accountability in handling the case.

At this stage, we are formally preparing escalation:

* A complaint to the Financial Ombudsman Service (FOS)
* Consideration of Section 75 / finance provider liability for the supply of a faulty vehicle

Both routes will include full documentation of the timeline, lack of communication, and handling failures to date.

For anyone considering finance with Close Brothers, be aware that if issues arise, you may be left paying for a vehicle you cannot use while your case is repeatedly reassigned and ignored.

We do not require a generic response asking us to email again. This matter has been ongoing since January with extensive contact already made. We expect a substantive resolution.

Great quick easy service 2nd time used them to finance a car both times 10/10

From the initial application through to the end it was made so easy, by easy I mean the information provided, nothing was hidden and every question I had was answered and it was really easy to sign the contract via the computer also, as I have never had motor finance before I was surprised how it was all quick and simple you have made it. Thank you

Poor handling and lack of basic communication from Close Brothers Premium Finance.

I had a £56 balance after cancelling my car insurance that I was completely unaware of, as I received no letters, emails, or any form of notification. Instead of being contacted and given the opportunity to pay, the account was passed straight to a debt collection agency.

This is unacceptable for such a small amount and could have easily impacted my credit file unnecessarily.

I paid the balance immediately as soon as I became aware of it, so the issue is not the money—it’s the way this was handled.

Even more concerning, despite settling the balance and requesting it, I have still not received written confirmation that the account has been recalled from the debt collection agency.

Customers should at the very least be properly notified before escalation and provided clear confirmation once a matter is resolved. This situation was entirely avoidable with basic communication.

A formal complaint has now been raised.

Exerlent
Shop staff were amazing

Someone took commission on directing me to you, so i paid around a £1000 more, this is outrageous, i have now paid off this car but have lawyers fighting to refund me the said amount.

A truly awful company to deal with. Do not take finance out with them.

appauling service recently regarding complaint of the vehicle i financed through close brothers,major gearbox and drive shaft problems,left with a car that is basically useless to me and thousands of pounds in debt,

Absolutely ridiculous and incompetent company that keep sending me threatening text messages, threatening to close my account even though my account is paid and up to date.ive got enough problems in life and this is sending me over the edge.

For your understanding, through my difficulties for the last two years, I miss my payment twice, when you people call me and I explain my situation you gave me time without embarrassment.
That is where you are different from others lenders.
Thank you very much for making me a car owner.

The simplicity and help when applying and more the price was perfect.

My husband and I have used close brothers a couple of times and cannot fault them. Everything was smooth,quick and easy.
we would highly recommend them to friends. So we decided to use them again which was a massive mistake! We took out the loan on February 25 and all has been smooth,great customer service however we are able to settle the loan and they sent a settlement figure and want to charge us 3 and a half thousand pound early settlement fee! We are in shock and going through the complaints process!