Posted this on other forums so I thought it's worth sharing my experience here too:
I took my car in for MOT which failed due to a Major Defect. I was told that I was not allowed to drive the car home and had no choice but to leave it there for a few days and pay in excess of £1,200 to have the brake system replaced on one side.
According to the DVLA a Major Defect doesn't stop a car from being able to be driven, only a Dangerous Defect does. Furthermore, I still have a fortnight of MOT validity when it happened.
I wasn't even allowed to go to my car to retrieve personal items
I then raised an official complaint with Toyota UK's Customer Relations team who then simply forwarded it on to the dealer without providing me any reference number etc. I replied to ask for a reference number but received no reply.
The manager at the service centre promised to investigate the issue but didn't get back to me, even if he did I wouldn't expect much as it isn't an independent investigation conducted by Toyota UK.
Bottom line is as many here have told me I have been taken advantage in an unfair manner. I have exhausted all reasonable routes to get this resolved to no avail.
I wouldn't want anyone else to be put through the stress that I was.
By the way, the service section has no viewing window glass pane and I did see their technicians being very rough with other customer cars, e.g. crunching gears, driving them very aggressively into the building etc.
Just stating the facts....
Last by not least, check out the complaints they've received from other customers on their own FB page: https://www.facebook.com/pg/toyotasandhurst/reviews