Citroën United Kingdom Recensioni 

Case Reference: 07383288

I contacted Citroën UK Customer Support regarding a serious issue: a dealership had added extra work to my ë-Berlingo’s second scheduled service—work I had not requested or agreed to. I specifically asked for the standard second service as outlined by the manufacturer, yet additional tasks like a brake fluid change were silently added and included in the price I was quoted.

When I contacted Citroën Customer Support, I expected them to engage with the core issue of lack of transparency and informed consent. Instead, they repeatedly missed the point entirely. In fact, they replied to me three separate times with answers that had nothing to do with my actual enquiry. I had to correct them multiple times before they finally took the time to actually read what I was raising.

When they spoke with the dealer about my complaint, they didn’t challenge any of the concerns I raised—they simply parroted back what the dealer told them, without scrutiny or independent judgement. It was clear that they had not understood the difference between recommended and required work for warranty purposes, nor the importance of obtaining customer consent for optional items.

No clarification of the complaint procedure. No acknowledgment that the issue was about lack of transparency and informed consent—not what’s technically recommended at two years. No follow-up, no accountability, and no real effort to resolve the issue.

Worse still, when I asked about the formal complaints procedure, the support agent hung up on me. This is completely unacceptable. Under Motor Ombudsman guidelines, they are required to provide a clear complaints process and refer customers when internal resolution fails. They failed to do either.

To summarise:
* No understanding of basic warranty vs optional work distinctions
* Responded multiple times to points I never raised
* Showed no independent review of dealer behaviour
* Hung up the phone when asked about escalation
* Failed to provide a complaints procedure, in clear breach of industry standards

This was not just poor customer service—it was disconnected, dismissive, and unprofessional. If you have an issue with a Citroën dealership, do not expect Citroën UK to support you. Their role seems to be to protect the brand, not to ensure customers are treated fairly or legally.

I have received two letters now about the Citroen Tamara airbag recall with an urgent request to stop driving. I have requested twice for my local garage to have these replaced and am informed there are no parts and to contact again mid July! There is no contact on the letter from Citroen on who to contact to address this system safety flaw. It appears Citroen are covering their backs by urging customers to stop driving, but they must clearly know garages are unable to fix this error due to a supply delay. It’s unacceptable to expect drivers to stop using their cars for months! Citroën please resolve this matter and take responsibility!

This Company is a disgrace. Citroen have told us do NOT drive the car under any circumstances due to faulty airbags .

Tried for 4 days to get through on the helpline no one answering, rang customer service about a courtesy car as we are disabled & was told they couldn't help us!! So what are they actually there for .

No appointments to fit new airbags until September, so at this point we are 2 disabled people ( there will be many more im sure) who cannot get out.

Been told they don't know what, if any, expenses will be covered & we should expect to be slightly inconvenienced! It's a lot more than that,
We are struggling to go to the drs, hospital appointments & food shopping.
You have taken away our independence.
Shame on you!

Do Not buy a Citreon, I will NEVER again. I have seen online how long its taking customers to get their airbags booked in for replacement, appalling. However, I can't even get through to the 0800 917 9285 number provided on my STOP DRIVING ALERT. I have been trying all day, and I mean ALL DAY. I am on hold each time for 1 hour 3 mins then I get hung up on EVERY TIME

Recalled vehicle for over one month without any hopes of alternative transportation in the meanwhile. Their customer service is being bombarded by everyone and no one is going to get any help

Recalled my viechle, called northampton citroen on the 11.06.25. No parts available and told to try in two weeks. Today I've received a recall explaining that I need to stop driving the car. Eventually booked in on the 07.08.25. You are unable to get through to citroen uk. They don't answer and no live chat available. No courtesy car offered and I have to drive....so unfortunately I will have to take my life in my hands and if anything happens please prosecute citroen. You company should be ashamed of yourselves and Christopher Woolsey should resign. Citrien do not reply to trust pilot as they don't care about customers

Unlike the other reviews I'm reading I can't even get my car booked in for the airbag recall (takata). I used the online automated form and the that got so far and said undergoing site maintenance. On repeat attempts it says I've been registered.... a 2 hour queued phone call later and the woman put me on hold to check my situation and the after maybe 5 mins on hold the phone hung up. Amazing how often this happens.

Recalled my viechle, called northampton citroen on the 11.06.25. No parts available and told to try in two weeks. Today I've received a recall explaining that I need to stop driving the car. Eventually booked in on the 07.08.25. You are unable to get through to citroen uk. They don't answer and no live chat available. No courtesy car offered and I have to drive....so unfortunately I will have to take my life in my hands and if anything happens please prosecute citroen. You company should be ashamed of yourselves and Christopher Woolsey should resign. Citrien do not reply to trust pilot as they don't care about customers

I can only warn others not to buy any vehicle by Stellantis now. Cannot get airbag changed until October! No details of how I can get the car to the dealer with a stop drive on it. No details of what expenses can be claimed or how to claim. Not offering compensation. Cannot get an earlier appointment via another company. Stellantis have multiple brands, so why can't they get the other brands garages to change the Citroen airbags? This is the first Citroen I have owned, and it will be the last. I was looking at an e-C3 in the future, but it is hardly wise to buy from a company with customer service like this!

Got a letter for recall. Booked it in for a months time. No loan car or hire car has been offered despite numerous attempts. The people for the recall centre line are rude and ended the call this evening as soon as 6pm came. Car is used everyday and every weekend to travel 2hours to see my children and family! Can’t do that and cannot afford the £96 it will cost in train journeys. Absolutely unacceptable and disgusting behaviour and service. To do a recall and not even offer a car in replacement is beyond a joke. Have gone to the press about all this as it’s no organisation and no one knows anything.

Vehicle has been recalled due to the takata airbag issue. A couple of weeks ago I was told by Citroen Arbury Walsall that they could not get me in until 24th July. The recall is a do not drive recall due to a risk to life. I was told they could not provide me with a courtesy car. I rely on my vehicle for work purposes and am now stuck without a car that I am still paying insurance for. I was advised to contact Citroens actual customer service line who were no use and then Stellantis who batter me back to the dealership. Since then I have been in touch with Justin from Stellantis who after over a week of waiting for further info has contacted me stating further advice has been passed to the dealerships now. I have contacted Citroen Arbury Walsall again and spoke with a male called Lee. I enquired about how my vehicle was going to get to the repair appointment if I have been told it’s not driveable. He basically said I either drive it or I will have to pay for my car to be recovered and taken to them. The vehicle isn’t roadworthy therefore my insurance will be void if I drove this car so Lee from Citroen Arbury is telling me to either break the law of driving without valid insurance or I have to pay recovery costs which are not cheap. I told Lee I am not paying for something that isn’t my fault. He became very rude and said it’s not his fault either and his attitude changed. Poor customer service and I’m now looking at seeking legal advice because this is a joke!

Car has been recalled and put on a stop-drive due to the Takata airbag issue. Haven’t received a letter or anything though, I only know about this because a colleague at work told me about it and advised me to check if my car was affected. If it hasn’t been for that I’d still be driving this death trap now!

Spoke to my local dealer who can’t get me in for over a month to repair the car and will not provide me with a courtesy car in the meantime. When I enquired about this further, they abruptly ended the chat with me.

Tried to speak to a second local dealer who said they’d get back to me and haven’t.

I rang Citroen on their “specialised helpline” for this issue and was on hold for an hour before someone answered. The person couldn’t speak a word of English and didn’t understand what I was saying either. They were of no help - all they said is they’d report the issue to my local dealer. I asked what would happen if nothing got sorted and they said if I keep ringing the helpline they will just keep reporting the issue - they can’t actually do anything.

I emailed Citroen complaining and had no response. I emailed again and was met with an automated response email telling me to ring their “specialised helpline” to deal with the issue, even though I had already said I’d rang them and they were useless. I emailed back reiterating this and have still received no response.

My car cannot be repaired for a month and now I’m without a car - no compensation or courtesy car provided. Citroen are unwilling to speak to you about the issue and you can’t get through to anyone. Will be taking this further, absolutely appalled.

Due to the safety recall for the Takata air bags I'm unable to use my car for 2 month, could be longer as parts are on back order and no courtesy car has been offered.
Citroen, feel free to buy my car back from me as this may prove cheaper than offering a courtesy car and will also offset the lost value we as owners will experience when we come to sell/trade-in.
My car is currently a giant paperweight!

Update (June 2026): More than a year on from the original issue. I did finally get the car sorted. They have now managed to lose personal data including bank details.

However since then my claim for compensation has been badly mishandled. I have been told that most of the promised expenses that we incurred as a result of their poor handling of the recall will not be paid, including public transport costs for my family on trips that would have otherwise been by car. I was originally told that this was reimbursable but have been lied to repeatedly.

AVOID AVOID AVOID

Update (5/8): Still almost no support. Been told I can get a courtesy car but the number I have been told to call does not work. The promised call backs don't happen. Apparently it will be fixed on Friday if they can organise a tow truck. I'm not convinced that this will happen. I will update when I know more.
Shockingly, they are incapable of arranging with the dealers. I have done a ridiculous amount of ringing round on their behalf. Good news is that I am logging my hours and am intending to bill them for their convenience of me self organising this situation.

Update (2/7): Continuing to receive 0 support from customer care and the "dedicated" recall line. Phones are not being picked up and everyone is saying there is nothing they can do. At this point, I would have expected them to have a clear story that they are telling everyone. Instead I'm being told nothing other than it's not their department's responsibility and pushing me onto someone else who says the same thing. Totally open to Citroen contacting me and making this right but not holding my breath!

Original (23/6): Appalling handling of safety issues and customer care.
Car has a stop drive recall for takata air bag scandal - fine, these things happen. Got my letter and stopped driving. At this point everything was professionally mishandled.

I was told misleading information by dealer that it was safe to drive and they couldn't help. Recall line has a consistent 2+ hr wait to then be told there is nothing they can do but provide dealer numbers. The dealers refer you back to the recall number and customer service also will not speak to you about this, only put you through to the recall number. When you do speak to people they are rude and unhelpful and regularly put you on hold then cut you off.

I am keeping exact records of every phone call, every incurred expense and will be raising a claim against Citroen. I was close to purchasing a new car through them as until now I had been happy but due to the lies, rudeness and mishandling of this issue I am going elsewhere.

Untrustworthy, dishonest and unhelpful with zero compassion or problem solving ability.

Disgusting Customer Service – Unsafe Car, No Help for Months

If I could give zero stars, I would. I’ve been left without a car for over two months due to a safety-critical airbag recall on my Citroën DS3 (Takata recall). I’ve been told the car is unsafe to drive and must remain off the road — yet repairs aren’t expected until September 2025.

I’m 21 years old, pay £240 a month in insurance, and was told to hire a car — despite the fact that I’m not eligible to rent one because of my age. I’ve now had three separate conversations with Stellantis, and every time I’m fobbed off. When I sent a detailed complaint to Citroën, I got a generic response telling me to call the same number I’ve already tried multiple times.

I help care for my grandmother who has Alzheimer’s and this has massively affected my ability to support her. Citroën has offered no courtesy car, no compensation, no solution — just scripted responses and deflection.

This is not just poor service — it’s a total failure of responsibility for a safety recall they are legally and ethically obligated to resolve. They are leaving vulnerable customers in impossible situations.

Avoid this company. Their attitude towards customer safety and welfare is disgraceful.

Letter received regarding the airbag issue, told to stop driving, no courtesy car, over a months wait to be fixed. Dedicated line 2 hours waiting to answer and I get through to someone who could barely speak english and who could provide no help other than to provide the website address of a dealer. Shocking, can see this being a big claims problem for Citroen with how this is being dealt with, Martin Lewis get on it

Shocking customer service, airbag recall car not getting done until 23rd July buy i need a car for work etc, tried the special line for this to enquire about courtesy car for 2 and a half hours waiting to be told no we don't deal with that, so I call xireon stellantis whoever they are and they say no that special number should of dealt with it and giggles so I now have to go back to the phone for God knows how long, and 1 of the women I spoke to at citreon customer service was so ride just so said no can't help you bye and hung up 😡

The Citroen "helpline" is a joke. Call the number, sat on hold for 22 minutes without being answered. For 18 of those minutes the repeat message said "your call with be answered in under a minute". WRONG

3 year so called warranty on a Citroen C3 diesel but heh ho not the battery only 2 years.Not advertised so new battery only £300 + fitted!!Must be the worst warranty on any UK supplied car now.

Would have gave 0 stars if it was allowed. Have got a new van with 28k miles on full service history. Broke down and our garage advised that there may be an issue with the turbo and engine which would be under warranty. Called Citroen who couldn't get an appointment for over 3 months anywhere in the uk. During this time our garage looked further into the issue and diagnosed the vehicle as having a bottom knock. Eventually got vehicle into a dealership who advised new engine and sent all our service history over to Citroen. Despite calling Citroen uk every few days you get answered by a call centre abroad who cannot help or advise on the progress or promise to call back and never do. Phoned the dealership again who advise warranty has been rejected for some reason. called back Citroen who again advised they cant see anything on the system. It has now been over 3 months and the vehicle has been sitting for 3 weeks at the dealership with no communication or update on getting the repair done. My business is suffering due to loss of earnings and I would never ever get another Citroen again. I will be prepared to take them to the ombudsman and then court to recoup getting this vehicle repaired. A simple google search shows bottom knock issues with thousands of Citroen relay vans so AVOID AVOID AVOID! Will be going to the press to let the public know their shocking services and timescales to fix their poorly vehicles with major issues. Vehicle reg is MT23UPZ if anyone from Citroen see's this and wants to actually get in touch to resolve.