I am writing to raise a formal complaint regarding a vehicle I recently purchased from your dealership, primarily due to a serious clutch fault that remains present despite written assurances that the issue had been resolved and the vehicle was fault-free at handover.Prior to collection, I was informed in writing that clutch concerns had been identified and addressed and that the vehicle would not be supplied with unresolved faults. However, since taking delivery, I have identified a clicking noise from the clutch when pressing and releasing the pedal. This directly contradicts the assurances provided before handover. The vehicle has therefore not been supplied in the condition promised or reasonably expected.In addition to the clutch fault, there have been several further issues with the vehicle and the handling of the sale:• We were advised that paintwork issues would be rectified prior to collection. On arranging collection, this work had not been completed and we refused to proceed with handover until it was addressed. This experience has contributed to our concern that assurances were repeatedly given to progress the sale without agreed works being completed.• A broken passenger seat tray panel requiring repair or replacement (photography on seller images clearly show this broken part sitting in boot before sale)• A spare key that was agreed but has not yet been providedDespite being advised that these matters would be arranged, I have experienced delays and a lack of communication, requiring repeated follow-up.I was also recently informed that the key supplier had been contacted again to progress the spare key. However, I have since spoken directly with the key company and was advised they have received no messages or instructions from the dealership regarding a key being cut. This has added to my concern that the matter is not being actively managed.I have made every effort to cooperate in resolving these matters. However:- I was provided with a service contact number that does not connect- I have been asked to coordinate repair arrangements myself- I have not been given clear timelines or ownership of the resolution processAs the supplying dealer, responsibility for rectifying faults should not rest with the customer.Under the Consumer Rights Act 2015, vehicles supplied by a dealer must be of satisfactory quality, fit for purpose, and as described. Given the unresolved clutch fault and additional issues arising shortly after purchase, I am within my statutory rights to request repair, replacement, or to exercise my short-term right to reject the vehicle for a refund.I would prefer to resolve this matter promptly and amicably.Please treat this as a formal complaint. I request acknowledgement of this email and confirmation of the steps that will now be taken to resolve the matter without further delay.

We have tried to retrieve our private reg from our car we traded in and there has been no response from the person that sold our car. It has now been 2 months and have heard nothing. Our friend who works in the company has also tried to get it back for us and even he can’t get through to him.

I was pressured into buying the car before the month end deadline. Everything felt rushed. Even though I told the salesperson I would not have the funds until the following week.

Sales advisor aren't helpful after the sales.

I purchased a car in December with a brake disc issue, it was put in eventually 2 months later at Toyota service department who stated it was not brakes bur an alloy wheel issue. They were wrong and after spending my own money to get a diagnosis from bmw it was the discs and brakes front and rear. The pads had been changed but the inner side of the disc was heavily corroded which then damaged the new pads. Since then it was re-booked in with another charles hurst service department at citreon this time. I emphasised to be careful as I had just replaced the side skirts due getting it back from Toyota damaged. I went to discuss the situation with citreon as they had difficulty removing the wheel to fix the brakes only to be told they in fact had broken again the exact part I had told them about and the same part I had to replace only two weeks ago.

I have asked for contact from a Manager to help deal with an issue with potentially swapping the finance I have for another vehicle as my one has been with the company for more than double the time it was with me during the full duration of my ownership for major repair work (which was present at time of sale or within 1-2 weeks of purchase as such my paid 2 year warranty won’t cover it and instead work is being carried out on site.I haven’t yet been able to get a hold of or receive a call back from the manager for this matter to discuss potential changes and haven’t even had a single call or contact with a manager either from Used Direct Belfast in any capacity.

I finance a car from Charles Hurst Direct under PCP agreement last 24/2/2026. Prior to collection of the car I advised the sales advisor I'm dealing with to check everything in the car including the tyres on the rear left side because the tyres were deflated on the day I test drive it, I also noticed also that the 4 anti theft bolts are missing which I reported to the advisor, I was told that he's going to order me the parts and will contact me if the parts arrive. The day after I collected the car I noticed that the top glove box in the car is broken and not opening. I reported that immediately to the sales advisor and advised that it was all reported to the service department and they will contact me for the schedule. Until now I haven't received any calls from the service department. I am just worried about the the tyre of the car that is deflating constantly. This needs to be fix ASAP coz it's not safe to drive the car with this kind of condition. Hope you can help me with this matter

To give context this is the third time I am buying a car from use direct in past 4 years. First two went very well thus decided to go to use direct again but this time the experience was not so pleasant.Firstly very poor communication and responsiveness, after booking my car delivery was delayed which is fine but no one informed. I had to make so many calls every day to know the status, either use direct Belfast won't pick phone or they will say call back but no one will call back. I had to physically visit the centre multiple times just to know the status of delivery. Even if you are there no one asks you why you are there. In the website it says ask for 3 day collection but in reality it takes a month.Now the worst part, after all these struggles I got the car delivered but when I started the car there is a warning light on the car. It was MOTd just the day before. When I went back to report once again no one is there to attend. Finally I just sent an email and left with the car. I know they hardly respond to emails but what else I could do.

Hi,not great I'm afraid. First of all my collection date kept getting pushed back 2/3 times. It ended up being 3 weeks between buying and collecting. Then on sat lunchtime I collected the car and there is a mechanical issue even though it only passed MOT on Thursday past. Then I was told to pop into Peugeot garage today and they would have a look at it. When I arrived all they did was book me in for this Thursday. I travelled the whole way from Armagh just to make a booking that could have been made over the phone? A 2 hour round trip. Then I've been told that I won't be getting a courtesy car,so how am I to get back to Armagh and go about my business of getting to and from work and lifting kids from school? And finally,no post office would accept the form I was given from yourselves to get a new log book and taxi the car as details aren't correct on it. I look forward to hearing from you about these issues. Thanks

Great customer service from Shannon, was unable to go ahead with test drive but she was understanding and helpful