Dear Sir/Madam,I am writing to formally raise a complaint regarding a vehicle I purchased from your dealership, which has developed a significant fault within three months of purchase.Nature of the ComplaintWithin three months of purchasing the vehicle, it developed a serious fault in the form of an oil leak, identified as a failure of the vacuum oil pump.This issue was first noticed on 20th May 2026 and is clearly a significant mechanical defect, raising concerns about the condition and reliability of the vehicle at the point of sale.Following inspection by your team, I was informed that the oil pump failure was allegedly caused by someone leaning on it. On this basis, you have attempted to attribute responsibility to me and refused to cover the repair under warranty, claiming it is no longer a mechanical fault.I strongly dispute this conclusion for the following reasons:• The only individuals who have had access under the bonnet since purchase are your own staff during servicing and the MOT technician who identified the oil leak.• After the vehicle failed its MOT, I briefly looked under the bonnet purely to try to identify the leak. I made it clear that I do not even know how to properly access or work under the bonnet and did not interfere with any components.• It is therefore unreasonable to suggest that I caused physical damage to the oil pump.Conflicting Advice and Handling of the IssueI also wish to raise concerns regarding the way this matter has been handled:• When I initially contacted you to arrange an inspection, I was repeatedly assured that the issue would be covered under warranty.• Based on these assurances, I accepted an appointment approximately 10 days later.• During this time, you were happy for me to continue driving the vehicle.However, once the car was with your dealership, it was then deemed a safety hazard, and I was informed that I was not permitted to drive it away.This left me with no reasonable alternative:• I was effectively forced to leave the vehicle with you• I was unable to seek a second opinion or obtain alternative repair quotes• The only other option available to me would have been to arrange recovery of the vehicle elsewhere at additional personal costPayment Made Under ProtestDespite the above, I was required to pay £430 to have the vehicle repaired by yourselves.This payment was made under protest and due to the lack of any practical alternative, given that I was not allowed drive the vehicle or have the vehicle removed without incurring more costs.Legal PositionUnder the Consumer Rights Act 2015, the vehicle must be:• Of satisfactory quality• Fit for purpose• As describedAs this fault has arisen within the first six months of purchase, it is legally presumed that the fault was present or developing at the time of sale unless you can prove otherwise.Given:• The nature of the failure• The disputed and unsubstantiated claim of external damage• The lack of evidence that I caused this issue• The repeated assurances that the repair would be covered under warrantyI do not believe the vehicle met the required standard at the point of sale.Resolution RequiredIn light of the above, I require:• A full refund of £430 paid for the repair• Written confirmation that no adverse findings will be recorded against me in relation to alleged misuse or damage• Assurance that any further related issues arising from this fault will be treated as warranty mattersNext StepsPlease respond to this complaint as soon as possible.If this matter is not resolved satisfactorily, I will take further action, which may include:• Escalating the matter to Trading Standards• Referring the complaint to the Motor Ombudsman• Taking legal action to recover all costs and losses incurredFor completeness, I will be submitting a Subject Access Request for all records relating to this vehicle, my purchase, and your handling of this issue.I would prefer to resolve this matter promptly and amicably; however, I am fully prepared to escalate if necessary.

I recently had an mot failure from the parking brake so booked in were i was told it would be £180 for diagnostic even when the mot refusal indicated parking brake weak needing adjustment this was eventually dropped and warranty would only cover a small park leaving £150 for me to pay my complaint is that as the car recently had brake pads , drums and discs replaced by charles hurst the parking brake adjustment should have been done then and if not now when pointed out by mot i feel the £150 should be refunded also the service team wanted the refusal notice left in car which it was and was not returned in time for mot retest the next morningNot always necessary to adjust parking brake but is industry highly recommended especially for drum replacement

Thank you for contacting us regarding our purchase with your company. The personal experience and general demeanour of your sales team member Dale was first class. We would certainly recommend your business to others.RegardsBrian and Christine Larkin

car experienced cam chain failure on the 20th April and was recovered into local garage at this time customer had come across recall relating to this issue on the Stellantis website, 27th April vehicle was recovered into dealership and on the 11th May forwarded previous service records after being requested to provide them, received contact on the 27th May to advise it was only getting looked at then and that parts will not be ordered until Peugeot approved them. customer has been without a car for 42 days since initial issue occurred and still no update on timescale

Good afternoonI was delighted with all the work carried out on my car.The staff were very helpful and friendly and kept me informed about everything.As I live on my own I appreciate the car collection from my house and return back. Looking after the MOT for me is another bonus, well done everyone.Thank you.Laurene Clarke

Want to praise the staff at service desk who went out of their way to assist me on Wednesday 6th May due to speed limitor issue with my new Berlingo. All were courteous to me, the customer & to each other. Young man being trained particularly helpful. Very impressive compared to my experience with Citroen, Bangor, co. Down. A huge thank you.

The sales person insisted on taking 25 minutes to tell me about PCP, even though I clearly told her I would not be taking PCP.

i bought my car in February last year, since then its been in over 3 times with multiple repairs. I have been in communication with the service department for over 6 weeks now and still yet to he fixed. i have an airbag issue, emergency sos issue. these are both major safety concern and the refused to cover the fix of the emergency s.o.s unless i pay. this has been going on for weeks if not months and now have MT Due in June which my car is not going to be ready for. i also have a radio issue since i bought the car that's still not fixed along with brakes being replaced. all of this makes the car unreliable and not meeting trading standards and the manager of the sales department is refusing to fix the emergency s.o.s battery as he states its not under warranty however I've had this issue before my warranty for the first year was even up. this is ridiculous and I will he taking the to the CEO of Charles hurst if not sorted within the next week.

Please accept our deepest thanks for the attention and result of our recent situation regarding vehicle PRZ 6813 Mr Adam Gribben was attentive and solved the problem to our satisfaction, As long standing clients of Charles Hurst , we look forward to purchasing all our new vehicles from your company,Frank Fusco CEO Fusco Group,

Very good service and attention from Dale who was so helpful