Jamie McEwen

Thank you for your feedback and I’m really sorry to hear about your experience so far.

To clarify the situation, our team asked for a short video so we could assess the noise from your boiler remotely and make sure we sent the right engineer with the correct parts. Unfortunately, the number the video was sent to doesn’t support SMS, so we didn’t receive it, and I apologise that this caused a delay and frustration.

When you called after 8pm, your call was handled by our emergency out-of-hours team, which is why they asked if it was an emergency – this is part of our triage process to ensure urgent issues are prioritised and kept safe.

I understand how disappointing this has been, especially after your investment with us. My colleague Rich has contacted you today to schedule a visit and make sure the issue is resolved as quickly as possible.

Hi Jamie,
I'm ever so sorry to hear you've had issues with your order.
I think there has been some slight miscommunication here, so the customer care supervisor has tried to call you and left a voicemail.
If you could return the call when you get a moment, I'd really appreciate that.
Thanks again for your support
Chloe

Good morning,
Thank you for your review.
I am sorry to hear you experienced these issues.
We would be keen to raise this within an internal enquiry.
Please kindly contact us at complaints@panthergroup.co.uk with your delivery post code and/ or order number in order for us to investigate this.
Kind regards
Panther Team

Thank you for your review Mr McEwan. We feel the rating and comments are a little unfair as Leanne and Grace worked tirelessly to fund your loan in just 2 weeks and communicated regularly throughout and were the only people you dealt with at Believe as we assign a dedicated case manager supported by the CeMap qualified advisor who found you the loan The valuation of your property was completed by a third party to the sum of £2,250 with no cost to yourself and unfortunately as this is completed by a third party we have no influence over the valuation that is provided which I understand came in below what your were expecting.

We pride ourselves on the service that we provide and the support our amazing people give to our customers which is fully supported by thousands of 5 star reviews and we are sorry that you feel this wasn't the case for yourself and experience.

We are glad that despite the low rating and comments, we found you a loan as it's important to us that we help every customer in any circumstance in the fastest time possible.

Hello Jamie,

Thank you for your lovely review.

We are delighted that you would consider us in the future.

Kind regards,

The Purely Diamonds Team