Dear CH/Lookers,I have worked around the world for almost 40 years , and always look for examples of excellent customer service.I first visited the Burj el Arab in 2000 and was blown away with the Quality of Customer service.We had a complaint re a budget car purchased for a 1st time driver in Belfast, CH. It was not managed well.Then we were contacted by Noel Hamilton.Noel Hamilton was excellent in resolving the complaint satisfactorily, in a very timely manner.Can you please thank Noel for his assistance, which was very much appreciated.Kevin & Caoimhe Flannery.

[Jack Thompson4 BENTINICK STREET]Belfast BT15jackie.thompson50@hotmail.com[07480118330]31st October 2025Customer Service DepartmentCharles Hurst PeugeotBoucher Road.Subject: Complaint Regarding Delay in Repair and Lack of CommunicationDear Sir/Madam,I am writing to express my dissatisfaction with the service I have received concerning the repair of my car, which was brought in due to a software problem.Despite the initial diagnosis, the car has not yet been repaired or made ready for collection. What has been particularly frustrating is the complete lack of correspondence or updates regarding the status of the repair. As a customer, I expect timely communication, especially when there are delays or complications.The absence of updates has caused me significant inconvenience, as I rely on my car for daily transportation. I kindly request that you provide an immediate update on the status of the repair and a clear timeline for when I can expect my car to be ready.I hope that you will address this matter promptly and improve your communication with customers to avoid similar issues in the future.Thank you for your attention to this matter.Sincerely,Yours[Jack Thompson]

My vehicle is awaiting a repair this last several days when will I even get an update ( WHEN )

Amazing so quick and explained everything

Dear Charles Hurst Peugeot,I am writing to formally raise a complaint regarding the repeated issues, lack of communication, and unacceptable service I have experienced with my recent booking. At this stage, I am requesting compensation or that the outstanding work be completed free of charge, given the repeated inconvenience, wasted time, and clear mishandling of my case.To summarise the situation:• I originally booked a service through the Peugeot app which was accepted in the app. On the day of the service I called to confirm the service but was told that despite it being booked on the app the centre in Belfast never confirmed so I rearranged the service.• On 22nd September I went in for the service. I paid £565.04 for work carried out that day and was told some outstanding work had to be done and paid for later. I was then informed I still owed a further £600+, despite the original agreed quote being £675.15 in total for the full service and work required. This was completely inconsistent with the quote provided and raised understandable concern.• Despite multiple calls from me, I was continually fobbed off and told, “we’ll see what we can do for you,” as if the issue were my fault.• The car was meant to be collected the following day but this did not happen, and no one called to update me. I had to chase again multiple times before it was agreed that the work would be done at the originally quoted price.• I then had to chase again to get the car booked back in. Despite being told it would be collected, I ended up having to call from abroad (Spain) when it still hadn’t been picked up from my wife’s place of work.• The car was eventually collected and returned the same day — with none of the work done — and I was given a series of inconsistent excuses.• It was then booked in for a fifth attempt. However, upon arrival, I discovered it was not even on the booking list for that day. I was also told the part was expected to arrive “yesterday,” which made little sense given that “yesterday” was a Sunday plus it was clear I wasn’t on the booking list.At that stage, I drafted this complaint but never sent it. However, a full week has now passed, and still no one from your team has contacted me. This complete lack of communication is unacceptable and has only added to my frustration.We have now had to rearrange our plans five separate times, I have had to make repeated calls for updates, and the job remains unresolved. The courtesy car offered is of no use — my own car simply needs the agreed work completed.At this point, I am extremely disappointed and angry with how this has been handled. I expect an immediate response and resolution — specifically, either compensation for the ongoing inconvenience or completion of the remaining work free of charge.Please confirm how you intend to resolve this matter within 48 hours.Kind regards,

We had an appointment with Erin to look at the new 3008 and the car was lovely but Erin was even better she was kind considerate and very welcoming and because of Erin i plan to book another test drive and i think i will be going for the 3008 and this says alot not only for the car but for Erin as i have driven virtually nothing else other than Vauxhall.

purchased a vehicle in July used. Has had major engine failure last week. The vehicle was recovered to branch. Cust called service and spoke with Logan his attitude is disgraceful. Husband call this morning in connection with the cc, and he has not been keeping the customer upto date. The cust is not happy with the service she has received.

Absolutely great,Lewis was so helpful and loving my new 3008, thanks

This is the only email address I have and so I trust that you will pass it on to your manager.I want to set out the sequence of events since I left my car in with your garage for a service on 10th October 2025.1. I left my car in for a service on 10th October 2025. On that date I was informed that my car was subject to a recall due to a fault with the camshaft and that a test would be carried out to ensure everything was in working order. I lifted the car later that day to be told that everything was fine and that the car only required an oil change and air filter change.2. On Tuesday 14th October 2025 the car would not start. I therefore called your garage to find out what else had been done to the car when it was in for servicing. I was informed that you simply carried out the test on a computer, and the result came back that everything was fine.3. On Wednesday 15th October 2025 I called a mobile mechanic and asked him to call at my house to assess the car.4. The mobile mechanic called out to my house on the morning of Thursday 16th October 2025 and called me to advise that the engine camshaft would not turn when the engine was starting up and that he was amazed that the car had recently been serviced. He further said that the oil was only half full and, in his opinion, it was old oil.5. I called your garage to advise you of what the mechanic had said and asked that you arrange to collect the vehicle from my house. You said that you did not carry out that service but that if I was to get the car to you, you would get it looked at straight away. I therefore called Agnews Recovery Services who attended that day and collected the vehicle and left it at your garage.6. I called on the Friday (17th October 2025) to seek an update and was told that the car was being looked at but no decision had been made. I asked if I would get a courtesy car and I was advised that I should get one if Peugeot agreed to carry out the repairs. I said that this was our family car and that we needed it because we could not travel anywhere as a family without it. It was also impacting school lifts because the other car we had was not big enough to fit 4 children, meaning that either me or my wife had to leave work early to assist with collections. I have also had to loan a vehicle from my mother at present, but it is not suitable for children. I stressed that I needed a courtesy car, and it needed to be a 7-seater.7. I constantly called the garage for updates from Friday 17th until Tuesday 21st October 2025. Some days I called 2/3 times (mainly because I was promised calls, but none were ever made). During those calls I was told that this issue had impacted various customers and that Peugeot carried out the full repairs and provided a courtesy car. It was finally confirmed to me on Monday 20th October 2025 that Peugeot would take responsibility for the fault with my car and would provide me with a courtesy car. When I asked why I couldn’t be provided with a courtesy car immediately I was told something about you needing some “part numbers” before I was able to get a vehicle and that they took 48 hours to obtain from the date of ordering the parts. This seemed bizarre and I said that to you. In any event I was glad we were almost at an end, and I sent you all of the licences sought so that you could sort out insurance. I reiterated in my email the requirement for a 7-seater and at least 3 isofix points. As I said then, I simply wanted a vehicle similar to what I had.8. You emailed me on Wednesday 22nd October 2025 to advise me that a car was ready for me to collect. I called you to ensure all was in order and you said it was. I didn’t even think to ask if I was getting a 7-seater given that it was the focus of almost every one of our conversations and my below email. I left work early yesterday to call down to collect it. You then showed me to a car which would struggle to fit 4 people. I told you that I had constantly informed you, on the telephone and via email, that I required a 7-seater car. You simply retorted that it was all you had. I then asked to speak to your manager, and you informed me he was on leave. You then said your assistant manager was there and you asked him to speak to me.9. Your assistant manager came out and asked me what the problem was. I told him that, for almost 2 weeks, I was without a vehicle due to something that Peugeot had taken responsibility for. For a full week I had told Peugeot that I required a 7-seater car and that it was causing me significant inconvenience. Your manager then said that he would make a call to see what he could do. He then came back to advise that he could not provide another vehicle and that I could take the one provided. I asked him if he could contact a hire company such as Enterprise and he said you do not do that. I told him that the car provided was of no use to me and I left in my mother’s car again.10. I called Peugeot UK after I left your garage and lodged a complaint for the customer service I experienced. They asked me to seek the “Back Order Number” from you and said they would arrange to get the parts quicker to you once I provided the number to them. I have been given a case number to reference when I call them. Please provide that number, by return.11. I have now spoken with a company who will loan a 7-seater to me at a cost of £199.99 plus Vat per day. I am getting that vehicle today. We are coming into the Halloween break, and we need a 7-seater to travel together as a family.I put you on notice that I intend to seek all expenses incurred by me to include the service fee, mechanic fee, recovery fee, any depreciation on my mother’s car and expenses incurred in travelling to Derry to collect it, and for the expense incurred in hiring a vehicle until such times as my vehicle is ready for collection.

I wish to submit a complaint about my recent purchase, and subsequent handling of its repair at Charles Hurst Belfast.We purchased our Peugot 3008 in July 2025, and spent approximately £14,000 on this car and it’s warranty. Within 4 months, the car had a major engine failure and as a result was towed back to Charles Hurst Belfast on Saturday the 18th of October.Since our car was towed have received zero update on its progress or return. We cannot reach anyone at Charles Hurst for an update without spending hours on the phone, and we are constantly redirected from line to line with no one having any idea who we need to speak to.Finally two later we spoke to someone from Peugot who was extremely unhelpful. He was unable to advise on any timeline for the cars repair except to say that there are multiple other cars in front of us also awaiting repairs or on the status of a courtesy car.We have been left with no car and no idea when we will get it back, not even four months after it was purchased. This has caused huge disruption as I am heavily pregnant with multiple urgent doctors appointments, and my husband requires the car to get to work.Given that the car is still well within warranty and was only purchased recently, this situation is completely unacceptable. Under the Consumer Rights Act 2015 (UK), a vehicle must be of satisfactory quality, fit for purpose, and as described. A major engine failure within four months of purchase clearly breaches these standards.I am therefore requesting the following:1. A full written update on the status of the repair and the expected completion date, within 48 hours of this letter.2. A courtesy car or suitable temporary replacement vehicle to be provided immediately while repairs are ongoing.If I do not receive a satisfactory response within a reasonable timeframe, I will have no choice but to escalate the matter further — including to the Motor Ombudsman, Competition and Consumer Protection Commission (CCPC) / Trading Standards, and, if necessary, seek legal advice regarding my consumer rights.Please see below our contact details: