Punctuation keys use different symbols to that shownuws

I have a just purchased a refurb MacBook Pro (2019) and none of the ‘symbol’ / punctuation keys do as they should.

pressing shift or option doesn’t correct it.

i just need to use the ‘?’ question mark key but neither of the options when you press it with/without shift are it!

ive checked input source for keyboard and it’s correctly sent to English, UK.

help!