HiI have just had a call with the Executive Office at Audi who advised they have spoken to you to obtain an update and try to find a solution going forward. I have tried to submit an enquiry rather than a complaint and it didn't work.The EO have also advised that I contact Lookers directly because the contract for the sale of the car is with Lookers which is deemed a franchise of Audi UK and therefore Lookers should be proposing a resolution for the fact the car is not fit for purpose and off the road just 2 months after purchasing it.When I bought the car I flagged warning lights and I was assured there was no issue with the car and the lights had come on because the car had been sitting for a few days in the car park. I was hesitant to purchase and was contacted the following day with further assurances. They also said if the light came on again it would be looked at immediately.I am extremely dissatisfied and under the relevant legislation the car is not fit for purpose and having to wait 12 weeks for a repair makes the situation even worse. I therefore wish to reserve my position with regard to further action and write to put you on notice of this. The purchase price comes in to case law in this space and obviously the amount paid was substantial and therefore is even more of a reason for my dissatisfaction. Audi UK have advised you are in a position to look at getting me out of that car and offering an alternative Q7. They are waiting to hear back from your business manager and advised that I contact you at the same time from the customer’s perspective.Please advise what the solution is going forward as a matter of urgency because the current situation is not workable.Regards

They responded 10 days after the enquiry

From: lainey2301@aol.comSent: Friday, June 5, 2026 7:32 AMTo: audiapprovedhamilton@lookers.co.ukSubject: FAO THE DEALERSHIP PRINCIPAL/GENERAL MANAGER - FORMAL COMPLAINT________________________________________External Sender: Confirm legitimacy before acting.Hi,Please see attached.Kind RegardsElaine McLeish

Dear Sir/Madam,I am writing to make a formal complaint regarding the Audi vehicle I purchased from Hamilton Audi through your salesperson, Ryan McGilligan.The vehicle was sold to me on the understanding that it was of a standard expected from a franchised Audi dealership. However, since purchasing the vehicle, a number of issues have come to light which have led me to believe that the car was previously involved in an accident and that this information was not disclosed to me at the point of sale.The first issue arose approximately one month after purchase when defects in the bonnet paintwork became apparent. I originally reported this issue to Ryan McGilligan in April 2023 and expected it to be addressed promptly. However, despite raising the matter directly and making repeated attempts to obtain an update, I received no meaningful follow-up or resolution for several months.I continued trying to contact the dealership regarding the issue, but it was not until I spoke with Samantha Ross by telephone that action was finally taken. Samantha subsequently arranged for the bonnet to undergo a full respray during the summer of 2023. While I appreciate that the repair was eventually completed, the lengthy delay in resolving an issue that I had reported shortly after purchase caused significant inconvenience and raised concerns about the level of after-sales support provided.The second issue occurred when further work was carried out on the vehicle in January 2024. During this work, the mechanic advised me that the condition of certain components and repairs appeared consistent with a vehicle that had previously been involved in an accident. This was the first time I became aware that the vehicle may have sustained prior damage.Most recently, the paint on the rear bumper has begun peeling away. This is not consistent with the standard I would expect from a vehicle purchased from a franchised Audi dealership and further reinforces my concerns that previous repair work may have been carried out before the vehicle was sold to me. I have obtained advice regarding the likely cost of rectifying this issue and understand that a professional bumper respray by a premium bodyshop or Audi specialist is estimated to cost at least £700 or more, depending on the extent of the preparation and refinishing required.Had I been informed that the vehicle had previously sustained accident damage or undergone accident-related repairs, I would have reconsidered my purchase or negotiated a different price.As a consumer, I relied on Hamilton Audi to provide accurate and complete information regarding the vehicle's history and condition.I understand that under the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008, a dealer must not provide misleading information or omit material information that could influence a consumer's purchasing decision. In light of the issues outlined above, I believe it is reasonable for Hamilton Audi to investigate this matter fully and provide a clear explanation of the vehicle's history.I therefore request that Hamilton Audi:• Confirm whether the vehicle had been involved in any accident, collision, or damage event prior to my purchase.• Provide details of any repairs, bodywork, paintwork, insurance claims, or damage known to Hamilton Audi before the vehicle was sold.• Arrange and pay for the repair of the peeling paint on the bumper, which is currently estimated to cost from £700+ through a premium bodyshop or Audi specialist.• Consider an appropriate compensation payment in recognition of the inconvenience, loss of value, and costs I have incurred as a result of purchasing a vehicle that appears to have had a significant history that was not disclosed.I would appreciate a full written response within 14 days of this email. If a satisfactory resolution cannot be reached, I will consider escalating the matter further and seeking independent advice regarding my consumer rights.I look forward to your prompt response.Yours faithfully,Grace Artoria

Barry was very polite, informative & explained various options available to me that would allow me to purchase a car, the Sales Manager was also very helpful in doing what he could to secure a sale,

Existing Complaint Ticket - 87751292Logged Apr 20th 2026I have received no response to this complaint, now over 20 working days since logging it with you. If there is no satisfactory response I will have no option but to take this up with The Motor Ombudsman.It is now approaching 5 months since I first contacted Lookers Audi Approved Hamilton, each day costing me fuel expense as I would run the majority of journeys on electric.Sincerely,Angus Provan

The two vehicles I was interested in were very poorly presented, dirty inside and out. When deciding on which vehicle I wanted to build a deal on and arranging a test drive for a few days later, I could only take out the other vehicle as the one I was interested in still had no fuel in it and was still unwashed. Disappointed in this.

Dear Lookers,I purchased an Audi A4 (YH73 VNC) from your Hamilton branch on 30th January.I noted a number of issues both before purchase and after handover. I’ve listed most of these below, noting when they were highlighted in brackets. Most of those noted after handover were reported within a week or so of handover. I was assured these would be looked into by the sales rep and made repeated attempts for this to be done but it took around two months to arrange a date for an inspection. Some of the issues were looked into and fixed during that inspection but some were still outstanding. The car was then booked in on 12th May to have some of the outstanding work done. The workshop was unaware of all that was to be done when I dropped the car off, despite the earlier inspection. I was later advised they didn’t have all the parts to complete the work on the day as agreed, and they would either keep the car for another two days or I could take it away and return again.I was also advised a courtesy car would be available on 12th May but this too was not booked and have had to arrange transport to and from Hamilton, which has caused me some inconvenience.In addition to the issues noted below, there were many stone chips on the bonnet which were not fully visible when I viewed the car as it was dirty and still to be valeted. Most had been filled in and touched up before handover but the bonnet was not at the standard expected for an Audi Approved car and required resprayed. The branch was not willing to do this work so I asked for a quote to have this done at my own expense. The work was subsequently done at your bodyshop and Audi (not Lookers) were good enough to contribute towards this cost.I was also assured the other cosmetic work (wheels, exterior stains, engine compartment clean, seat stain) would be looked at while the bonnet was being resprayed. However, the branch reneged on this too and didn’t authorise the work. The bodyshop was good enough to do some of it e.g. some of the exterior stains and engine compartment clean (I didn’t ask for this to be done, it was part of their quality service standards).I wanted to buy from an Audi Approved dealer as I wanted my new car to be a high quality purchase with all the standards expected from Audi - i.e warranty, bodywork, preparation, aftersales etc. I went ahead with the purchase on the reassurance of the sales rep that the issues identified would be looked into (including having the bonnet resprayed at my own expense) and that I thought I would have an Approved standard car when the issues had been addressed. Unfortunately, I do not feel these expectations have been met and have been very disappointed with the level of after sales support, poor quality standards accepted by Hamilton and their inability or unwillingness to taken ownership of basic tasks and communications.It’s clear the pre-sale checks did not identify and rectify all issues or prepare the car adequately for handover or address the issues highlighted and wouldn’t describe my experience with Lookers as that of a premium brand dealer.I would be happy to hear your feedback or if you want further information please let me know.Issues highlighted:- Wheels - O/S/R chipped and N/S/R marked. (Before)- Passenger door sill kick plate not illuminating. (After)- Stain on front passenger seat. (Before/After)- Wheel nut covers missing. (After)- Tyre repair kit sealant can and filler hose missing. Incorrect replacement supplied. Replacement of the replacement only has a few months before the Use By Date is past which they refuse to replace. (After)- Stone chip on windscreen. (it looked like a water drop at handover). (After)- Bird dropping stains and other minor marks on bodywork. Advised these would be picked up by the valeters or when bonnet re-sprayed. (Before/At Handover)- Car suspension or steering jumps/knocks on full left hand lock when reversing. Advised there is no mechanical fault but the issue is still there occasionally. (After)- Power steering noisy (After). Advised no issue but will continue to monitor.- Touch display screen wipe missing from glove box. (After)Issues highlighted and resolved:- Rear heating vent broken. Replacement now fitted. (Before)- Battery cover securing screw missing. Replacement fitted. (Before/After)- Engine compartment to be cleaned. Done by the bodyshop when bonnet resprayed. (Before/At Handover)

Hello,I have concerns regarding the recently bought Audi Q5 SC23TTO on 20/03/2026.I’m letting you know that I’m already booked at Audi Edinburgh on the 22/05/2026 to fix 3 issues that I’ve discovered while driving the car:1) The driver’s seat is moving while accelerating or coming to a stop.2) There is a rattling noise near the front right speaker when driving on rough surfaces.3) The Driver’s door handle light is not functioning during the night.And that’s okay, I understand how these things can happen and can be fixed under warranty.What worries me more is that the brake pads wear indicator light came up at 21797 miles, after around 1200 miles of driving it.Which means that the brake pads were already near the end of their life when you sold the car to me.Now, wasn’t the MOT supposed to pick this up as a yellow, amber or red advisory?How are the MOT’s carried out at your company?Is this something they’ve missed or the actual MOT has been carried out only on paper?This is very worrying for me and makes me wonder if my car is safe to drive at all, if it is safe for me and my family.If I knew that the pads were at the end of their life I would not have bought the car, or I would have asked you to replace the worn pads since it is not safe.How can you do this to your faithful Audi customers? This is my 3’rd Audi and I must say I’m disappointed and losing my trust in the brand.I believe that you sold me a car that is not in a road worthy condition and that I’m now at a loss.If you can’t make the car road worthy i.e. replace the worn-out pads or fix the sensor, cable or whatever is wrong with it, I will have to stop driving and raise a safety case.Hopefully you can fix the car and we’ll avoid all the headache for both parties.Kind regards,Silviu Gavril

Booked my car to get things checked. Was told 2Months. Then when I get there the person dealing with me didn’t have the full details I had left on the phone and snapped at me saying we are busy you should have phoned and told us about anything else. The only answer I got about my main problem was it was took out and nothing could be found and was told it is a big car. I have also since made a complaint about the length of time for an appointment well over a month ago and after sending 2 emails asking for an update still nothing. For the latter I will be contacting head office of both yourselfs and Audi.