I am writing to express my severe dissatisfaction regarding the service of my vehicle, Jaguar XE, registration which has been at the Jaguar Belfast facility since 2nd April 2026 after being booked in way back in February 2026.My vehicle was brought in for an Apple CarPlay software update.It has now been 28 days, and according to my Jaguar InControl app, the vehicle has remained stationary on your premises for the entire duration.This situation has become entirely unacceptable for several reasons:• Excessive Duration: A software update should not take nearly four weeks to complete. I was told it was going into the workshop two Mondays ago. Jaguar England has sent the update file across and it is doable also.• Lack of Communication: I have initiated multiple calls to your service department seeking updates. On every occasion, I have been assured that a member of your team would call me back with an update, yet I have received zero communication. I also checked my contact details were correct also.• Professional Conduct: The complete absence of updates regarding my vehicle is unprofessional and has caused significant inconvenience. I am spending nearly £100 a week on taxis to and from work. I’m also paying nearly £300 a month for a car to sit in your car park.I also put a lot of hard work in restoring the paintwork with expensive detailing products and the thought of it sitting up there covered in god knows what now isn’t good enough!I require an immediate response regarding the status of my vehicle. I intend to pick my car up this Saturday as this cannot go on any longer!!Please consider this email a formal request for an update. I expect a response to this email by 5pm , 1st May to resolve this matter before I feel compelled to escalate this complaint to Jaguar Land Rover Customer Relations.I look forward to your immediate attention to this matter.Regards

I am writing to make a further formal complaint regarding the ongoing and unacceptable delays in repairing my Jaguar I Pace, registration MCZ1616. What began as a single fault in September has now escalated into multiple unresolved issues, with no clear resolution.Timeline of events• 25 September – I first received a fault message relating to the battery. I contacted Jaguar Assist but was advised that, due to a cyber attack, they were unable to book the car in for diagnostics and that I would be contacted once systems were operational.• October – Having heard nothing, I contacted Jaguar again and was advised systems were now operational. The earliest diagnostic appointment available was 24 November at Charles Hurst Jaguar, Belfast.• 24 November – At the diagnostic appointment, I was informed that one of the battery cells had failed. I was told the part would be ordered and the repair would take approximately 6–8 weeks. During this visit I also asked that the parking sensors, which had stopped working, be checked. I was advised by Lois Townsley the service advisor, that parts for these would also be ordered.• January – I made several attempts to speak to Lois for updates, leaving multiple messages via colleagues. None of these calls were returned. On 28 January, my husband drove an 80 mile round trip to Belfast to obtain an update in person, where he was told there was still a delay but the battery cell should arrive by the end of February.• 24 February – I received a call from Lois advising they were still waiting for the battery cell but, as it should have arrived within 6–8 weeks, it was expected imminently. She confirmed the parking sensor parts were in and booked the car in for 24 March for repair.• 13–18 March – I emailed Lois on 13 March for an update and received no response. I left further phone messages on 16 and 17 March. On 18 March, I spoke to one of her colleagues, Caoimhín, who advised:o The battery cell was on back order and I should not have been told 6–8 weeks.o There was no record of the car being booked in for 24 March for the parking sensors.o He offered an alternative date of 26 March and agreed to email confirmation, which I never received.• 18 March – I submitted a formal complaint and have been dealing with Paula Brown at the JLR Service Team. Since then, Paula has repeatedly been told by Lois that either she or her manager, Lauren Mitchell, would contact me. Neither has ever done so.• 26 March – I attended Charles Hurst expecting the parking sensors to be repaired. After waiting all day, I was advised that two additional sensors had failed, the required parts were not working, and further parts would need to be ordered.After leaving the dealership, I discovered that the driver’s window was no longer working, which has now been added to the list of faults requiring repair.• 3rd April – I received a call from Paula who advised the parts were available and that Lois would give me a call to get the car booked in for repair. This never happened.• Today – I have just spoken to Paula again and have been informed that Lois is now stating the earliest appointment available is July, despite advising as recently as last week that this would be May. Paula has advised JLR buying back the car is not an option as the fault is wholly with the dealership.ImpactIt is now 7 months since the original fault, and the vehicle remains unrepaired with additional faults arising while in the care of the dealership. This situation is wholly unacceptable.• I am paying for extended warranty on a vehicle that is not being repaired.• The car cannot be sold or traded in while these faults remain outstanding.• I have been unable to reliably use the vehicle due to severely reduced mileage.• Communication has been consistently poor, with repeated failures to return calls, missed bookings, and contradictory information.Given the length of time, repeated failures to repair the vehicle, and the ongoing inconvenience caused, my preferred resolution is for Jaguar Land Rover or the dealership to buy the vehicle at a fair market price.If Jaguar Land Rover or Lookers/Charles Hurst is unwilling to pursue a buy back, then I require:1. An urgent repair appointment at the earliest possible date (not July),2. All outstanding faults repaired together (battery cell, parking sensors in full, and driver’s window), and3. Consideration of appropriate redress for the prolonged delays and cost of warranty paid during this period.Please treat this complaint as a matter requiring urgent escalation.Regards,Louise Young

I have a small fault with the heating system on my car Jaguar I Pace. It is beyond ridiculous that it’s now 27 days since I first reported this to JLR Belfast. I was told the soonest my car can be seen is 12th June. Ridiculous. They then told me to ring emergency breakdown as my car would be seen quicker. I felt this was ridiculous as there is just a heating fault, but I did it. The engineer said it’s a small part that needs replaced and I would get a phone call within 72 hours to get a replacement car organised whilst it would be fixed. It was 5 days until I was contacted to organise a replacement car. I first held off accepting a replacement car as my car was operating normally, it’s just the heating, but after a few days of waiting for a response to my car being seen quickly, I gave in and brought the car in and was given a replacement vehicle. My I Pace is electric, I wanted an electric car replacement but told this is not possible. Now I have to pay petrol when petrol is at its most expensive price it’s been until my car is fixed. Overall it’s ridiculous. A small part needs replaced, that’s all. I really think JLR Belfast has turned into a shambles. I’m sure this complaint form will be pointless too and nothing will be done.

BEEN TRYING ALDAY TO GET THREW TO PARTS WITH NO ONE ANSWERING

Bought Jaguar F- Pace from JLR Belfast Took delivery August 2025. Within 4 days E M Light came on , had it sorted very shortly E M Light on again Had it sorted . Again shortly light on again. Was told needed A New Part ( had to wait 2 Months because of Internet problem. Left car in November 2025 was told part was fitted ?? Feb 2026 E M on again. ( not happy ) Jaguar assist came & Informed needed a part. ?? Worked with Lois first time found someone who Cared & understood problem. Lois sorted everything ! Hopefully you won’t see me again until next service. Congratulations & Appreciation To. Lois Townsley.Sent from my iPhon

Hi GuysCan someone reach out to Will today with a matter of urgency, it looks as though he may already have an outstanding case (unless site have tried to just deal with it themselves).ThanksSteven BellContact Centre ManagerLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk________________________________________From: Steven BellSent: 25 March 2026 9:26 AMTo: Will HollandSubject: Re: Belfast JaguarGood Morning WillThank you for bring this to our attention, I currently run the contact centre and Annalise is on Maternity leave at present.I will reach out to our complaints team and get someone to contact you today as a matter of urgency.ThanksSteven BellContact Centre ManagerLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk________________________________________From: Will HollandSent: Wednesday, March 25, 2026 9:15 AMTo: Steven BellSubject: Belfast JaguarExternal Sender: Confirm legitimacy before acting.Dear Steven,Please Note: I have sent an email to Annalise EldredFirstly, I apologise for contacting you directly. I hope you appreciate that this through desperation as the current service is not meeting the standards of lookers or that of your own.This concerns my Jaguar I-Pace (H22 LLD) and is a personal matter. Since the day of purchase, the car has caused nothing but trouble and a complete loss of faith in the electric motor industry. I previously bought the car from SERE Belfast, who assured me that it had no faults or issues. However, the car had a faulty traction battery, and SERE stated they were in contact with Jaguar Belfast (Lookers). I have since discovered that this was not the case and that nothing had occurred (April 2024). I have therefore lodged a complaint with the Motor Ombudsman. However, I then contacted Jaguar Belfast for assistance, and I was consistently dismissed and inaction blamed for the security breach. Eventually, late last year, my car was assessed and it became evident that the part was needed and covered under warranty. Despite frequently chasing for updates, I have been ignored. The car only has a range of 150 miles, which I am sure would also frustrate you.I am sorry to say that this has been a disaster, and no one returns my calls or emails, which is not what I expect from a professional brand like Jaguar. Please also note that earlier this year, Jaguar Belfast sent me a request for approximately £10,000 for repairs, and when challenged, they stated it was a formality.I hope you appreciate me reaching out, and could you please direct me to someone who can assist me in getting this long-overdue car repair completed?Thank you and have a great day.Kind RegardsWillWill HollandDirectorQuell Training LtdWill Hollandwill@quelltraining.com07968014036quelltraining.com

1. Your telephone system is not working. I cannot get through.2. Someone from Lookers has twice promised to send me a quote for a service plan, but neither have been received.

Good afternoonI have an issue with my Jaguar e pace , namely the battery charging process - the vehicle requires a DC converter which is apparently on back order but no one seems able to advise when this will be received.In an attempt to receive some assistance and guidance I telephoned the after sales manager at Charles Hurst Belfast on thursday 12 th March - it is now Monday 16th March and no response has been received.I am very disappointed to have to make this complaint and would be grateful if someone could contact me to remedy this matter.Best regardsMichael McDowell

This is a follow up to complaint which you acknowledged receipt of on 13 February but still no response. Got number from reputation /lookers 86052367 and said they’d reply within14 days. So I’m keen to hear response and get reimbursement of my financial payments whilst car off road.

I booked my car in for repair in November, with the earliest available appointment in early January. I brought the car in on 5 January. On 6 January I was informed that the battery was faulty and would be replaced under warranty. This was the last proactive update I received.Since then, I have had to chase every update myself. In late January I was told the required parts were arriving in that shipment. In early February I was told the car was next to be worked on, that it had to be completed by the master technician, that the job card showed it as the next job, and that he would move onto it immediately after finishing another vehicle.This week I have now been told the parts are still not in stock. I was promised a call back yesterday and did not receive one. I was promised a call back today and did not receive one.My key concerns are:• No proactive communication since 6 January• Complete failure to return any calls as promised• Repeatedly inconsistent information• A complete lack of clarity about what is happeningIt has now been nearly two months with no resolution and no reliable updates. I would like a clear explanation of what is going on and a definitive timeline for completion.