Brayleys Cars - Brayley Honda Enfield Avis 

Very friendly. Nothing was too much trouble.

Very helpful and courteous staff.

Easy to book service appointment. Lovely reception, service completed and reception called when car was ready to be picked up.

EXTREMELY CONCERNING FINANCE EXPERIENCE – SERIOUS QUESTIONS OVER VULNERABLE CUSTOMER CHECKS

I have only given 1* as zero stars is not possible on Trustpilot!

My late mother was 78 years old and terminally ill with cancer when she was sold a used Honda CR-V WITH A 5 YEAR FINANCE AGREEMENT by Matthew Camp at Brayley Honda in Enfield on 3 March 2026.

The vehicle had a cash price of £28,396. My mother paid a substantial deposit of £12,397.58 and financed £15,998.42 over five years at an APR of 10.9%. The total amount payable was £32,979.78. She was also sold GAP insurance.

At the time, my mother had no earned income and was living on her State Pension and savings. More importantly, she had already received a terminal cancer diagnosis and had been given an estimated prognosis of approximately nine months in August 2025.

She died on 3 April 2026, exactly one month after entering into the agreement with Honda and on the very date her first finance payment was due.

This was also the fourth vehicle Matthew Camp at Brayley Honda in Enfield had sold to my mother.

Given her age, financial circumstances, serious illness and the number of vehicles previously sold to her, I have asked Brayley Honda to explain what affordability, creditworthiness, suitability and vulnerable-customer checks were undertaken before recommending a five-year finance agreement to a terminally ill 78-year-old woman.

This is not simply about a car finance agreement. It raises serious questions about whether an elderly and terminally ill customer was properly identified as vulnerable and whether the products sold to her were genuinely suitable for her circumstances.

I have repeatedly attempted to obtain answers via telephone calls and emails to Brayley Honda in Enfield. Despite numerous attempts to speak with Matthew Camp, I have been unable to do so. Each time I have called, I have been told that he is with a client.

Debbie Leicester, Group Compliance Manager, responded to one of my emails on 28 May 2026, but there has since been no meaningful correspondence from anyone at Honda, despite the numerous emails I have sent. There has been no resolution and, crucially, no transparent explanation addressing the concerns I have raised.

I am asking Brayley Honda in Enfield to conduct a full and independent investigation and provide:
• Details of the affordability and creditworthiness assessments undertaken
• Evidence of any vulnerable-customer checks or safeguards applied
• An explanation of why a five-year agreement was considered appropriate
• Details of how the GAP insurance was presented and justified
• A review of the previous vehicles sold to my mother by the same salesperson
• A proper response to the concerns and evidence already provided

These circumstances deserve a transparent and compassionate investigation. The lack of meaningful engagement has only added to our family’s distress at an already extremely difficult time.

I would strongly suggest that ANYONE considering purchasing a Honda vehicle carefully considers arranging their finance independently or using another dealership. Our experience has demonstrated just how difficult matters can become when circumstances change dramatically after entering into a long-term finance agreement.

Before leaving this review, I gave Brayley Honda in Enfield three months to properly respond to me. I believe I have been more than accommodating in giving them ample opportunity to discuss this extremely distressing situation, investigate what happened and provide our family with answers.

They have failed to do so and instead have ignored this problem completely.

I have therefore now escalated my complaint to the Financial Conduct Authority (FCA) and The Motor Ombudsman.

After three months of trying to resolve this privately, I feel I have been left with little choice but to make our experience public.

In the past you would have option to have car collected and returned and also the option of a courtesy car if desired.
The car would also be returned fully valeted.
Now no option of collection and not keen for you to wait while car serviced, only if basic service.
Car returned not cleaned

No longer pick up or drop off customers cars if they live locally.
No longer wash or vacuum customers vehicles in a service. Staff were great as usual and time waiting was was not long only 2 hours.

All information was clearly communicated before my arrival and any issues communicated throughout the day.

Everyone is so helpful every time we go there they are always willing to help Abdul and Matt
Jennifer is always so helpful and knowledgeable a real asset to the company

Service provided at Enfield Branch is always very satisfactory and fast. Staff are knowledgeable and helpful. Especially Jennifer, who`s always very welcoming, knows her job very well. She makes whole experience of dealing with servicing, MOT or repairs much less stressful, than it usually is to many people.
Whenever I walk into the branch, I know she will sort things out for me without any fuss

Friendly, courteous and professional help and advice. Excellent Customer service.

I was very impressed with the time it took to service my car. Jennifer was very helpful keeping me informed of progress.

Jenifer on reception was very helpful and efficient both on checking my car in and when I collected it. A very plessant and friendly person.

Great customer care; warm and friendly - but efficient too.

Shay was pleasent to deal with from start to finish. Always trying to help us with information, getting the best deal and helping us to make the tough decision of getting the right car for us. I recommend everyone speak to Shay!

Jess at Brayley honda Enfield has been amazing, she is a credit to the dealership, she has gone above and beyond the call of duty in the repair of my young niece Honda civic

Excellent service: booking was double checked, special notes were passed on to the mechanics, all was done on time.

Well, its mainly Jennifer over the past eleven years. When she answers the phone its so easy to find out pricing and availability of repair and servicing parts and slots. Rapid, ultra-professional response whether by phone or email. Then the service team is experienced and helpful, and the latest thing: they take a video of the chassis, wheels, pads, tyre-wear etc so you can have great confidence in what they've done and (in my case) see that part of the Honda that i've not seen since i bought it from Brayleys. Prices are maybe a tad higher than others, but a great team overall with a superstar forward in Jennifer. I'd been thinking it was time to switch garages as there are better prices to be found. Also looking at other brands for my next car. But then Jennifer. Now pretty certain my next car will also be a Jazz from Brayleys. Did I mention they also have great coffee and a couple workstations and are just up the road from decent shops to while away the time until you get that call from Jennifer, usually sooner than you expected. Keep up the great service all!

Things at Brayley seem to be slipping. It was difficult to get a pick up for the service and mot. When we brought the car and service agreement it was a main reason for the purchase as we are not local. I am my wife's carer so cant get away for to long to bring it to you. The car is normally valeted but wasn't this year for some reason. We will be renewing the car in the near future and am now favouring a make closer to home. Up until now you have been excellent so we will be sorry to look elsewhere.