Evans Halshaw review: Don't trust Evans Halshaw Shrewsbury

Dear Head of Business, Managing Director and Directors,

I am writing to raise a formal complaint requiring the urgent attention of senior management at Evans Halshaw Limited and BYD UK concerning my experience with Evans Halshaw's BYD dealership in Shrewsbury.

I am deeply dissatisfied with the manner in which my son, Michael Sismanidis, and I have been treated since we visited your dealership on 13 September 2026. What began as a promising opportunity to purchase (lease) two vehicles has developed into a prolonged and distressing dispute involving an agreed quotation that I maintain was accepted, repeated administrative failures, inconsistent explanations, a delay in obtaining a definitive answer and an attempted increase in the monthly rental for my vehicle.

Despite numerous attempts to resolve this matter directly with the dealership, I have received no satisfactory resolution, meaningful apology or appropriate offer of redress. I am therefore escalating this matter to your senior management and requesting a formal investigation.

For the avoidance of doubt, I dispute the assertion made to me by a dealership manager that no agreement existed simply because I had not signed a final lease agreement. I accept that the precise legal status of the proposed Personal Contract Hire agreement must be assessed against the evidence and any applicable contractual conditions. However, the absence of a signed final document does not, by itself, establish that no agreement of any kind was reached.

1. Background and the original agreement
On Sunday, 13 September 2026, my son, Michael Sismanidis, and I visited Evans Halshaw BYD Shrewsbury to explore leasing options for two vehicles. We believed that seeking two vehicles together, with my son's existing vehicle available for part exchange, would put us in a favourable negotiating position.

We were assisted by Nitish, a member of the sales team. Initially, we were impressed by his professionalism, welcoming manner and willingness to explore available offers.

Nitish explained that September promotions were available and that, if we accepted the proposed deals that day, he would endeavour to secure the quotations for 90 days. This was particularly relevant to my circumstances because my existing vehicle agreement was due to end in January 2027, and I could return my current vehicle at the earliest in January.

I explained that I needed to consider the financial implications and discuss the proposal with my wife before making a final decision. Nitish subsequently presented the following quotations.

A. My son's BYD Dolphin
The quotation for the BYD Dolphin Comfort included:

- Initial payment: £4,500, comprising the proposed £2,500 part-exchange contribution and a further £2,000.
- Monthly rental: £277.78.
- Contract term: 48 months.
- Contract mileage: 36,000 miles.
- A separate £200 payment was subsequently made in connection with the order.

B. My BYD Seal Excellence AWD
The written quotation for the BYD Seal Excellence AWD 83kWh, in Indigo Grey, stated:

- Initial payment: £1,000.
- Monthly rental: £460.40.
- Contract term: 48 months.
- Contract mileage: 60,000 miles.
- Finance product: Personal Contract Hire.
- Quotation reference: [protected] / 1.
- Quotation creation date: 13 September 2026.

I was specifically interested in the proposed arrangement because it would allow the new vehicle to be ordered in advance, with the quotation held for the agreed period, enabling me to coordinate delivery with the end of my existing agreement.

Nitish represented that he had discussed the offer with his manager and could hold the deal for 90 days if I accepted it on 13 September. I made clear that my acceptance would depend on the quoted terms, and that I would confirm once I had spoken to my wife.

After discussing the proposals with my wife, we contacted Nitish on the same day and accepted both offers. Following his instructions, we paid £200 for each vehicle, totalling £400, on 13 September 2026.

These payments were made in the context of the specific offers presented to us and our stated acceptance of those offers. I retain evidence of the quotations and payments.

I subsequently understood that my son's vehicle would be available by Wednesday, 16 September, or Friday, 18 September at the latest, while my own vehicle would be arranged for the agreed later delivery period.

I proceeded on the basis of the information and representations made to me by your sales representative.

2. The handling of my son's vehicle and unacceptable communication
Following payment of the deposits, the standard of communication deteriorated considerably.

Despite the initial urgency shown by Nitish in securing our business, we received no consistent updates about my son's vehicle, its delivery date or the progress of the order.

I repeatedly had to contact the dealership myself. On several occasions, I was told that Nitish was dealing with another customer and would call me back. The promised calls did not materialise, and I was left to chase the matter repeatedly.

This was a stark contrast to the proactive approach taken before the orders were accepted.

My son's vehicle was eventually delivered on 28 September 2026, following repeated enquiries and a delay substantially beyond the timeframe initially indicated.

I consider this level of customer service unacceptable. We were not kept appropriately informed, and no meaningful apology or goodwill gesture was offered to acknowledge the inconvenience and frustration caused.

Furthermore, I had to make additional enquiries about my son's black box, which had been left in his previous vehicle, and its transfer to the new vehicle. I also raised the absence of a QR code needed to connect the vehicle to the relevant application.

These additional issues reinforced my concern that, once the sale had been secured, the dealership's communication and after-sales support fell significantly below the standard reasonably expected of an established national motor retailer.

3. The handling of my BYD Seal application
Following the delivery of my son's vehicle, I continued to request updates concerning my own BYD Seal.

On 29 September 2026, Nitish advised me that my application had not yet come through and that matters were moving slowly because it was the end of the month.

I subsequently visited the dealership on Saturday, 3 October 2026. I spoke to Brad, a manager, who indicated that matters were looking positive but that September orders were being prioritised and my vehicle was delayed because it was intended for December.

When I asked whether he could confirm the status of my application, I was told that the relevant information was on Nitish's laptop and could not be accessed by him. I was advised to expect further information on Monday 5 October or Tuesday 6 October.

No update was received within that timeframe. When I contacted the dealership again, I was informed that Nitish was off sick and that I would have to wait for his return.

On Saturday, 10 October 2026, I returned to the dealership to collect my son's black box. While there, I again asked about my application. Another sales representative reviewed the matter and confirmed that the application appeared to have been accepted and that the vehicle was on order for December, which was consistent with my understanding of the original arrangement.

However, on reviewing the application, I discovered a significant discrepancy: the application appeared to have been processed in my son's name rather than mine.

This was not what I had requested or agreed to.

The representative attempted to investigate the issue. During this process, the displayed quotation changed, and the monthly rental appeared to increase from the originally quoted £460.40 to approximately £560.

The representative and another manager were unable to provide a satisfactory explanation for the discrepancy or confirm why the application had been processed incorrectly.

On Monday, 12 October 2026, Nitish messaged me to confirm that my application had been accepted. He stated that the name appeared to be an error on the leasing company's side, Arval, and that he would contact Arval to arrange a correction and confirm the next steps.

I received no proactive follow-up. At approximately 17:30 that day, I contacted Nitish myself. During the telephone conversation, he indicated that the matter could be rectified and asked me to allow time for him to investigate, until Monday, 19 October 2026.

I complied with that request.

4. The subsequent withdrawal of the original quotation
On Monday, 19 October 2026, I contacted Nitish as requested.

I was then informed that BYD had changed the deal and that the original quotation could no longer be honoured. I was told that Nitish had tried everything possible but could only offer a revised deal at approximately £70 more per month than the original £460.40 rental, rather than the approximately £100 increase that had initially appeared.

I immediately challenged this position. I had accepted the original quotation in the context of an arrangement involving two vehicles, paid the requested deposits and relied on the representations made by the dealership.

The increased monthly rental was not what I had agreed to, and I would not have made the same purchasing decisions on the basis of a materially more expensive offer.

I therefore requested to speak to a manager. I was transferred to Ryan, another manager, who stated that I had not signed an agreement and that vehicle dealerships commonly change prices. He indicated that there was nothing he could do to resolve the situation.

I found this response wholly unsatisfactory.

It is not an adequate response to a customer who has accepted a specific quotation, paid requested deposits and spent more than a month attempting to obtain confirmation of an order, only to be told that the original price is no longer available.

If the dealership maintains that the original offer was not binding, I require it to explain precisely why, identifying the relevant contractual terms, conditions and communications upon which it relies. A general assertion that I did not sign a final agreement is not a sufficient investigation or explanation of the events.

5. Legal and consumer-rights considerations
I ask that this complaint be investigated with due regard to the applicable principles of English contract law and consumer protection legislation.

5.1 Contract formation and the evidence of acceptance
The formation of a contract depends on the facts and circumstances, including whether there was a sufficiently certain offer, acceptance, consideration and an intention to create legal relations, together with any relevant conditions precedent or contractual formalities.

An agreement is not automatically invalid merely because it was not signed. Oral statements, written quotations, messages, payment records and the parties' subsequent conduct may all be relevant evidence when determining whether an agreement was concluded.

I rely on the written quotation, my acceptance of the offers on 13 September 2026, the requested payments, and the communications and subsequent application activity as evidence supporting my position.

I acknowledge that the dealership may contend that final approval by Arval, execution of a formal lease agreement or another specified condition was required before the proposed lease became binding. If that is your position, I require you to identify the exact condition relied upon and explain how it was communicated to me before I accepted the offer and paid the deposits.

5.2 Digital Markets, Competition and Consumers Act 2024
The consumer protection provisions in Chapter 1 of Part 4 of the Digital Markets, Competition and Consumers Act 2024 have applied since 6 April 2025.

These provisions prohibit unfair commercial practices, including misleading actions, misleading omissions and certain failures to meet the required standard of professional diligence where the statutory tests are satisfied.

I ask you to investigate whether the representations made about the availability and duration of the quoted offer, the handling of the application and the subsequent withdrawal of the quotation were accurate, sufficiently clear and consistent with the information available to the dealership at the relevant time.

I am not asserting that a statutory breach has already been established. I am asking you to investigate the circumstances and provide a reasoned response.

5.3 Consumer Rights Act 2015
Where applicable to the services provided, the Consumer Rights Act 2015 includes requirements concerning reasonable care and skill, binding information about a service and performance within a reasonable time where no time is fixed.

I ask you to consider whether the handling of the application, the apparent error concerning the applicant's name, the repeated failures to provide updates and the contradictory information supplied to me met the applicable legal and contractual standards.

5.4 Redress and accountability
I reserve all rights available to me under the applicable law. Depending on the findings and the contractual position, these may include seeking performance of an agreement, recovery of sums properly due, compensation for proven loss or other appropriate remedies.

Please do not treat my request for a negotiated resolution or goodwill compensation as a waiver of any legal rights.

6. Outstanding financial matters concerning my son's vehicle
In addition to the dispute concerning my BYD Seal, I require a full written reconciliation of the payments associated with my son's BYD Dolphin.

The arrangements included a proposed £2,500 part-exchange contribution, a further £2,000 towards the initial payment and a separate £200 payment made in connection with the order.

I am concerned that the financial position has not been adequately explained and that amounts I understand should have been returned or accounted for remain outstanding.

Please provide a complete itemised statement identifying:

- The £200 payment made for my son's vehicle, including how it was allocated and whether any refund is due.
- The treatment of the £2,500 part-exchange value and the final amount credited to the order.
- The treatment of the further £2,000 initial payment and any other payments received.
- Any amount still payable to my son or to me, the reason it remains outstanding, and the date on which payment will be made.

I do not wish to prejudge the correct accounting treatment of the part exchange. I require a transparent reconciliation and the prompt return of any sums properly due.

7. The impact on my family and the loss of confidence
The cumulative effect of these events has been considerable.

I have repeatedly taken time to contact the dealership, attend in person, request updates and seek clarification of information that should have been properly managed in the first instance.

My son experienced a significant delay in receiving his vehicle. I have been left uncertain about whether I can obtain the vehicle I agreed to lease on the terms quoted to me, despite being repeatedly told that the application had been accepted or that the matter was being resolved.

I have also been given conflicting explanations concerning the application, the applicant's name, the status of the order and the availability of the original deal.

At no point has anyone provided a comprehensive explanation of what went wrong, accepted responsibility for the administrative discrepancy or offered an appropriate remedy.

I fully appreciate that leasing applications may require approval from a finance provider and that manufacturers may change commercial offers. However, those possibilities do not remove the need for accurate representations, proper administration, timely communication and a transparent explanation when an issue arises.

I am particularly concerned that the dealership's failure to resolve the application correctly may now be used as the reason for requiring me to pay a higher monthly rental. I do not accept that I should simply bear the financial consequences of administrative failures or delays attributable to the dealership or other parties involved.

8. Remedies formally requested
I request the following outcomes.

1. Honour the original BYD Seal quotation
My primary requested resolution is for the original BYD Seal Excellence AWD offer to be honoured on the terms quoted and accepted on 13 September 2026:

- Initial payment: £1,000.
- Monthly rental: £460.40.
- Contract term: 48 months.
- Contract mileage: 60,000 miles.

I ask Evans Halshaw and BYD UK to investigate whether this offer can be reinstated and implemented in accordance with the original representations, with the necessary involvement of Arval.

If you maintain that the original offer cannot be honoured, provide the specific contractual and commercial reasons, the date on which the offer allegedly ceased to be available, and an explanation of why I was subsequently told that the application had been accepted and that the issue was merely an error concerning the name.

2. A full investigation into the application error
Confirm how the application came to be processed in my son's name rather than mine, who submitted or authorised the relevant information, when the error was identified and what action was taken to correct it.

Please provide the relevant application timeline and explain the changes made to the quoted rental.

3. A written financial reconciliation
Provide a complete account of the deposits, part-exchange value and any other sums paid in connection with both vehicles, identifying any amounts outstanding and arranging payment of any sums properly due without further unnecessary delay.

4. Appropriate compensation or a goodwill payment
I request a reasonable goodwill payment in recognition of the prolonged delays, repeated failures of communication, inconvenience, avoidable visits and the distress caused by the manner in which this matter has been handled.

Please also consider reimbursement of any reasonable, evidenced out-of-pocket expenses directly resulting from these events. I recognise that compensation is not automatic and should be assessed in light of the circumstances and any demonstrable loss.

5. A formal written apology
I expect an acknowledgement of the shortcomings in the handling of this matter and an apology from the appropriate senior manager.

6. Preservation and disclosure of relevant records
Please preserve all relevant records, including:

- The original quotations and any subsequent versions.
- Order records, application records and audit trails.
- Communications between the dealership, BYD UK and Arval relating to my application.
- Records showing the applicant's name and any amendments made.
- Relevant internal notes concerning the original offer and its availability.
- Relevant telephone recordings, including the call on 19 October 2026 and any other calls concerning this dispute, where recordings exist and can lawfully be disclosed.

Please confirm that relevant records have been preserved. I also request copies of my personal data contained in relevant records, subject to applicable data protection law and any lawful redactions. This request is not intended to require disclosure of confidential information belonging to other individuals.

9. Required response and escalation
Please register this correspondence as a formal complaint and confirm the complaint reference in writing.

I request a substantive written response within 14 calendar days of receipt, addressing each of the issues and remedies set out above. If you cannot provide a final response within that period, please explain why, identify the outstanding enquiries and provide a firm date for a full response.

If the matter cannot be resolved satisfactorily, I reserve the right to escalate it to the appropriate independent dispute resolution body, where eligible, and to seek advice regarding my legal remedies. Depending on the nature of the issues and the entities responsible, this may include the relevant motor-trade complaints process, The Motor Ombudsman if the business and complaint fall within its remit, or the Financial Ombudsman Service if the complaint concerns a regulated financial activity and falls within its jurisdiction. I may also seek advice from Citizens Advice and request that relevant consumer-protection concerns be referred to Trading Standards.

I reserve the right to consider further legal action if a satisfactory resolution cannot be reached.

I am not seeking an unreasonable outcome. I am asking for the offer I accepted to be properly investigated and, if the evidence establishes that it should be honoured, for it to be honoured; for the financial position concerning my son's vehicle to be clarified; and for the dealership and relevant parties to take responsibility for the way this matter has been handled.

I entered into these discussions in good faith, relied on the information provided by your representative and paid the requested deposits. I should not be left to absorb the consequences of administrative failures, contradictory communications or a delayed application without a proper explanation and a fair attempt at resolution.

I trust that this complaint will now receive the attention it deserves at senior management level. Please ensure that it is reviewed by someone with the authority to investigate the full history, liaise with BYD UK and Arval, and approve an appropriate remedy.

I look forward to your written acknowledgement and substantive response.

Yours faithfully,

Dimi Sismanidis
[protected]

[protected]@ymail.com
Evidence attached

1. BYD Seal Excellence AWD quotation dated 13 September 2026, reference [protected] / 1, showing the £1,000 initial payment and £460.40 monthly rental.
2. BYD Dolphin Comfort quotation dated 13 September 2026, showing the £4,500 initial payment and £277.78 monthly rental.
3. Evidence of the £200 payments made in connection with both vehicle orders.
4. WhatsApp messages with Nitish and the dealership concerning acceptance, application progress, delays, the name discrepancy and the revised quotation.
5. Any relevant payment receipts, emails, order documentation and other correspondence.

Please confirm receipt of all attachments and ensure they are considered as part of the formal investigation.

View 0 more photos