Helpful and professional.Good coffee as well!

Initial enquiry was passed over to a colleague & then emails sent weren’t responded to until I called up to chase a response. Was then promised another email & 24hrs later, still nothing

We are writing to raise a formal complaint regarding the ongoing issues with the vehicle we recently purchased from your dealership and the inadequate resolution offered so far. We have attempted to resolve this directly with members of your Basingstoke team; however, we are not satisfied with the handling of the matter or the outcome presented to us.Below is a clear timeline of events:05/02/2026We agreed to have the vehicle transported from Audi up North. We were informed that this would only be arranged if we were “100% sure” about the car. We explained that this was not possible without seeing the vehicle first and asked what would happen if it arrived with any damage. We were reassured by staff that any bodywork damage would be repaired.19/02/2026Upon collecting the vehicle, there were several visible stone‑chip damages to the bonnet. We were informed by staff that this would be repaired at a later date. We were told to 'make sure you don't get any more' before bringing the vehicle back, suggesting that this was already an inconvenience.26/02/2026We received email confirmation stating that the bonnet repair would be completed during the works booked for 03/03/2026.03/03/2026The car was returned to us and we were told that the repair had made the damage “less of an eyesore.”04/03/2026We raised concerns about the quality of the repair and provided photographs.05/03/2026We were contacted by phone and informed that the staff member who usually carries out paint repairs was stuck in Dubai. The lack of transparency is disappointing - had this been communicated openly, we would have had no issue waiting for the repair to be completed. Instead, the work carried out was clearly substandard, suggesting that our concerns were not taken seriously.Although we understand the vehicle is second‑hand and did not raise several minor marks for this reason, the bonnet chips were significant and the repair had been explicitly agreed.Later that day, we received another call informing us that we had only two options:1) Return the car altogether, or2) Take the car to a bodywork shop ourselves, with only £100 contributed by the dealership.This placed us in a difficult and unfair position - either be left without a vehicle and forced to start the entire process again, or pay out‑of‑pocket for a repair that should have been completed to an acceptable standard before the vehicle was handed over.06/03/2026We took time out of the working day to obtain a quote from a professional bodywork shop. They confirmed that the repair had been poorly executed and that the entire bonnet would need sanding and respraying at a cost of £750. This would leave us £650 out of pocket if we accepted your £100 contribution.In summary, the vehicle was supplied with damage that your team agreed to repair, yet the work completed was inadequate and carried out without proper communication. The solutions offered to us are neither fair nor reasonable and we are deeply disappointed.

Salesman was very helpful , answered my questions and wasn’t pushy. He was polite too .

Good customer service friendly bunch

Alan,Thank you for confirming that Lookers is prioritising 'Audi Brand Process' over the Consumer Rights Act 2015.1. Under CRA 2015 Section 24, once a rejection is accepted and the goods are returned, the consumer is entitled to a full refund of all money paid.2. An 'Early Settlement' is not a refund; it is a closure of debt. By refusing to 'Unwind' the contract, you are attempting to bypass my statutory right to a refund of £1,733.80 and leave an inaccurate £40,000 debt entry on my credit file.3. Internal 'Brand Approval' from Audi UK does not supersede UK Statute.To the Lookers Data Team (GDPRHelp@): > I am formally notifying you of an active breach of the Data Protection Act (Accuracy Principle). Lookers is reporting a £40,000 debt to VWFS for a vehicle (RK75 FAU) that was legally rejected and returned on 10th Feb. Your Head of Business has admitted in writing that you are refusing to correct this data due to an internal brand dispute.I require this to be corrected within 72 hours or I will be seeking damages for defamation of credit as this is a failure to adhere to the Consumer Rights Act 2015 and the Consumer Credit Act 1974.Notice of Action: I have already instructed my bank to block any further unauthorized collections by VWFS and have flagged the £40,000 entry as a Data Dispute with Experian.Since you have stated you will not process the finance unwind, please consider this my formal request for a Final Response Letter (Deadlock Letter) today. This will allow me to refer the matter to the Financial Ombudsman immediately. I will be pursuing a claim for the full refund plus damages for credit reputation distress. I trust the Group Legal office will recognise the significant compliance risk in reporting a £40,000 debt for a vehicle that the branch has already physically recovered following an accepted rejection.Regards,D PhippardOn Tue, 24 Feb 2026 at 12:18, Alan Davieswrote:Dear Mr PhippardI trust you are well, having now had confirmation from confirmation from VWFS and Audi Uk both are saying that we have followed the correct process and the form thewe used was correct, I have been advised that Audi would not approve the finance full unwind. This was as per my thoughts, but I wanted to confirm and get the confirmation fist before responding.I appreciate you wanted the finance to unwound, but this is not possible given the feedback from the brand and finance company.Kind regardsI have forward this over to GDPR for them to deal with the data side of things

We were made very welcome when we came to Audi Basingstoke, unsure about the kind of technology we wanted to buy (hybrid, PHEV or EV). Lots of time was given to help us decide, with two test drives. No high pressure sales, which was impressive.

Assuming this was the call I received about a new car, a follow up was promised and never happened

The way the financial management of the purchase of the car we were looking at lost the deal unfortunately.Quoting incorrect starting figure for a suggested car.Spoilt the experience

Customer has handed vehicle back to branch on the 10th February 2026 - customer has been send the wrong form to complete for ending his finance, he requires Unwinding finance cancelation form .. to stop any payment the next payment goes out in around 10 days... On 29th January the vehilce was formally rejected.