Dear Sir/Madam,I am writing to formally raise a complaint regarding my Audi A1 (purchased new in May 2025 via PCP from your Hamilton dealership), which has an ongoing and unresolved defect, alongside a concerning lack of communication and service.Summary of Issue:• In October 2025, significant water ingress developed in the offside rear footwell, resulting in standing water, mould formation, and a persistent damp odour.• The vehicle was returned to you (after a formal email complaint was made due to poor communication and dissatisfaction) and held for approximately one week, during which time a door seal was replaced (November 2025).• The issue appeared resolved temporarily but has since recurred 6 weeks ago, again with standing water and associated mould/damp conditions.Latest Interaction (April 2026):• The vehicle was returned to you again on Monday 20th April.• Despite assurances of updates, communication has been poor and required repeated chasing on my part.• I was eventually informed that seals were intact, but there are concerns regarding possible misalignment of door panels, requiring body shop assessment.• I was told this would be arranged promptly; however, no meaningful update has been provided, and I have since been informed there is no assessor currently employed to perform this task. We have been forced to chase Audi staff in an attempt to get ongoing updates. On multiple occasions our calls have not been returned despite assurances that they would. Indeed I called and left a message for a callback the day before we went on holiday (May 1st) but no call was returned and we are now on holiday until Monday 11th May with no further attempts at contact having been made by yourselves.My concerns are as follows:1. The fault remains unresolved, despite multiple repair attempts under warranty.2. The vehicle is not fit for purpose, given repeated water ingress, mould contamination, and associated odour.3. Potential safety concerns, if structural elements such as door alignment are defective.4. Health concerns, due to prolonged exposure to damp and mould within the vehicle cabin.5. Unacceptable customer service, including poor communication, lack of follow-through, and pressure to return the courtesy vehicle without resolution.Resolution Required:Given the recurrence of the fault and failure to repair within a reasonable timeframe, I now require the following:• A clear and immediate plan for diagnosis and repair, including confirmed timelines• Continuation of a courtesy vehicle until my car is fully repaired and demonstrably fault-free• Consideration of a vehicle replacement under consumer law given this is a recurring defect that has not been resolvedI would also request confirmation of whether the vehicle is considered safe to drive in its current condition.Please treat this as a formal complaint. If this matter is not resolved promptly, I will escalate it to Audi UK and, if necessary, pursue my rights under the Consumer Rights Act 2015.I look forward to your urgent response.Yours FaithfullyKatie Watt (Registered Owner)David Watt

Because the email that I received from the company did not answer my request.

Salesman was very helpful

Car not fit for purpose even after being told it was and having to wait 2 weeks to pick it up. On the day of collection we were told that everything had been double checked and was a1 only to find out when we got home there was firstly an outstanding recall, we notified the salesman who said he would check with the service department in the morning as they were shut we’re still waiting. After 10 days of waiting we decided to call in to resolve the issues which had multiplied in between times. It was dropped off as requested for service were yet again we’ve had to spend 2 hours chasing up to find out what’s happened. We have now decided to hand back the car as the sales team appear to be trying to wash there hands of the car and the salesman how sold us the vehicle telling us lies apron more lies.

My car has now been at Audi Hamilton for 2 months (26th February). I called the dealership a month ago asking for an update and I received a text message the next day telling me my car was in "a very long queue" and "to be patient". That is the sole communication I've had about my car in those 2 months.I would expect better service from a back street garage never mind an Audi dealership. I have also raised this with Audi Customer Service.

The car had not been valeted when on display for sale

My son had bought his car with you he came with his grandad to buy and test drive when he bought the car at the time they were told it would come with a free service but my son took in to the garage on Saturday morning for service and was told it would cost and he ended up paying £960 for a 2 year deal that I feel he was pressured into getting as he was not sure what to do he is a young man at 20 and not good in situations like this if he had called me I would have told him to just leave it and come home as I would have not been happy with him spending a month's wage on this im just so disappointed that this his happened to him because he did not no any better

Contacted Lookers Audi Hamilton on 28th December about an electrical fault with my vehicle. Car was not seen until 9th February. Replacement EV main batter module was assessed and re-booked for March. Appointment cancelled as part is on 'back order'. Communication since has gone totally quiet, no idea what is happening and it's now nearing end of April. The EV function is fundamental to a hybrid vehicle and I'm paying more than budgeted each month due to increased fuel demand. Very poor customer service.

Rory was very helpful and informative.

On 21 March 2026, I submitted a complaint. After four weeks of waiting, I have not received any response. My attempts to contact you have been unsuccessful. Both phone calls and emails have gone unanswered.On 9 April, I visited Audi Hamilton. No one was willing to speak with me about my complaint. A Service Advisor told me she would pass my claim on to the manager and that someone would contact me. No one has done so.Given that further waiting for your response is pointless, I am now escalating my complaint to Audi UK and The Motor Ombudsman.