I am very happy to inform that I received a telephone call after I posted my complaint through their web site form. I have received a cheque for a full refund for the new brake pads. The manager at the branch that fitted them telephoned as an independent adjudicator on the matter and couldn't have been any nicer. Matter now closed.

I have no idea why they would need to adjust the handbrake cable or make the brake pedal as high and tight as they did-Im not a mechanic. The mechanic that drove it home for me said they have adjusted the brakes most likely during the MOT or have caught the cable up when fitting the exhaust. Yes I took it to another Kwik Fit for the new brake shoes

thank you I will try that email address

Several weeks ago we put our car into the Galashiels branch for an MOT, new exhaust and shock absorber. Phone call from the supervisor was to inform us that they had broken the windscreen from using the air pressure chisel on the old shock absorber (really?). After discussions between myself and the supervisor the windscreen was replaced by them and a few days later I collected the car. I telephoned the branch the next day as the hand brake and brake pedal were so tight it was ridiculous. (The handbrake had 1 click only). I was told to bring it in when I could and it would be checked. Unfortunately I was taken ill that afternoon and was off work for 3 weeks with Vertigo. As I couldn't drive the car home from work my colleagues husband-who is a garage mechanic of over 15 years experience -drove the car home to me and said the brakes were dreadful. He couldn't believe it had just passed an MOT with the brakes as they were. In his professional opinion the brakes had been adjusted either during the fitting of the exhaust or shock absorber or for the MOT and were far too tight and told me to take it back to them to sort it as it was their negligence/fault. I should also say the same branch had done a brakes examination and said they looked brand new a few weeks before the MOT. I telephoned to raise my concerns about the brakes and handbrake and asked if I could bring the car in that day. The supervisor said I had to book a brakes examination a couple of days hence -even after I explained previous call before my sickness. I was unable to keep that Friday appointment as I became sick again (vertigo so cant drive). On the Monday I was unable to drive the car out of my driveway as the back brake had locked so I phoned RAC and he freed the brake and told me that I would need new brake shoes. I got them fitted the same day at a different branch as I cant do without my car. I have had to pay for new brake shoes because they were overtighted/adjusted by the Galashiels branch to the tune of over £133 through either negligence or bad workmanship and caused me a great deal of inconvenience. I should certainly not be out of pocket for their shortcomings. I have completed the online customer care form but was told by a lady that answers when you phone that these forms are for feedback only, complaints sent on this are ignored-charming! Also tried to email using the address from someone else's post but it came back as unknown address..........