Dear Mr McCartney,I am writing to make a formal complaint regarding Charles Hurst’s failure to permanently resolve a charging system fault on my 2021 Jaguar, REG: FH 21 GJX, first identified during the original 12-month warranty period, and regarding the unacceptable delays and communication since the vehicle was returned for repair on 5 June 2026.The vehicle was purchased from Charles Hurst in April 2025 via your finance package, which included a 12-month Charles Hurst warranty and an additional warranty extension. I bought the vehicle in good faith, expecting the standards of reliability and aftersales support associated with a major automotive retailer. Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose. A vehicle that repeatedly fails to charge and is declared unsafe to drive within months of purchase clearly does not meet this standard.Vehicle History• 30 December 2025 - Breakdown; the AA attended and jump-started the battery.• 15 January 2026 - Jaguar Assistance attended and identified significant corrosion on the charging leads to the 12V battery, affecting the charging system.• 16 May 2026 - Jaguar Assistance and the AA attended again following another failure. The battery required charging; corrosion affecting the charging leads was again identified as the cause.• 29 May 2026 - I contacted Charles Hurst to request investigation of the ongoing charging issue. I also reported additional faults, including a faulty air conditioning system and failing boot struts.• 4 June 2026 - The vehicle failed again. Jaguar Assistance and the AA confirmed the 12V battery was not charging. The AA declared the vehicle unsafe to drive and raised an urgent recovery work order to Charles Hurst.• 5 June 2026 - The vehicle was delivered to Charles Hurst for diagnosis and repair.• 22 June 2026 - I contacted Charles Hurst for a progress update. I was advised someone would call me back within 30 minutes. No callback was received.• 23 June 2026 - I contacted Charles Hurst again for an update. I was told someone would call me back within 30 minutes. No callback was received.• 24 June 2026 - I contacted Charles Hurst again. After being told I would receive a callback within 30 minutes, I eventually received a response approximately 80 minutes later. I was advised that the vehicle had only just been looked at and that warranty approval was required before work could proceed.• 1 July 2026 - I received a missed call from Charles Hurst while I was away on holiday and unable to answer.• 7 July 2026 - I received another missed call from Charles Hurst. I returned the call the same day and was advised that some work had been authorised. Since that conversation, I have received no further communication or update.The vehicle has now been with Charles Hurst for over six weeks. During that time I have been without transport, and of the five contacts initiated by Charles Hurst since delivery, three were broken promises of callbacks (two of which never arrived at all), and two were missed calls that required me to chase the update myself.Warranty LiabilityMy principal concern is that this is not a new fault. The original Charles Hurst 12-month warranty ran from April 2025 to April 2026. The charging fault was first identified by Jaguar Assistance on 15 January 2026 - well within that warranty period. Despite this, no permanent repair was carried out, and the same fault has recurred repeatedly, ultimately resulting in the vehicle being declared unsafe to drive. I do not accept that this can now be treated as a new or unrelated issue. Where a fault is reported during the warranty period and is not properly rectified, the seller remains liable regardless of whether the warranty has since expired. The additional warranty provided through the finance agreement does not remove Charles Hurst’s responsibility to address a fault that originated under the original warranty.Information RequiredI now require a full written response addressing the following:1. What is the confirmed root cause of the repeated 12V battery charging failures?2. Why was the corrosion issue identified in January 2026 not permanently resolved at that time?3. What repairs have been completed to date?4. What repairs remain outstanding?5. Is the current repair being treated as a continuation of the original warranty issue reported during the Charles Hurst warranty period?6. Why did it take several weeks after the vehicle arrived at Charles Hurst before I received any meaningful update?7. Why were multiple promised callbacks not completed?8. When can I expect my vehicle to be returned?RecordsI request that you provide me with copies of all relevant records, including:• Jaguar Assistance reports• AA recovery reports• Diagnostic reports• Warranty claim documentation• Technician notes• Internal communications relating to this repairPlease confirm within 14 days that these records have been preserved and provide copies with your formal response.GoodwillGiven the repeated breakdowns, the safety warning issued by the AA, the loss of use for over six weeks, and the failure to resolve a fault that originated during the warranty period, I believe a meaningful goodwill gesture is warranted. I would welcome your proposals for an appropriate gesture, which I would expect to reflect the severity of the inconvenience and the safety concerns involved.EscalationI expect this complaint to be reviewed by senior management and require a full written response within 14 days of this email.If I do not receive a satisfactory response, I reserve the right to escalate this matter to Jaguar Customer Relations, The Motor Ombudsman, and the Financial Ombudsman Service (given the finance agreement involved), without further notice.I look forward to your prompt response.Yours faithfully,Graham Davidson

Absolutely appalling from the outset. Car has spent 10 weeks in back lot, waiting to begin even basic diagnostics. Consistently lied to by service dept staff, fobbed off and not one call returned - despite polite promises - in ten weeks. Absolute contempt for the customer, staff treating us like worthless idiots.

From: Paul TimperleySent: 03 July 2026 09:03To: 'joshhagans@charleshurstgroup.co.uk'; 'Ross Wilson'Subject: RE: COMPLAINT - DPF FailureImportance: HighPlease respond ASAP.From: Paul TimperleySent: 02 July 2026 08:08To: 'joshhagans@charleshurstgroup.co.uk'Cc: 'Ross Wilson'Subject: RE: COMPLAINT - DPF FailureImportance: HighGood Morning Josh,Unbelievably, I need to report that the DPF replaced last year has failed again! I was driving home last night on the M2 when the EML came on, Warning Exhaust Filter Full See Dealer and the car lost drive power.It goes without saying that my car does not sit still and is doing motorway runs every week, therefore the DPF failures should not be happening. Even since my car was in JLR having an oil change on 21.05, the car has done 1,175 miles, current Mileage sitting at 91,681. It seems that the DPF part being used is not fit for purpose, as this is the 2nd failure occurance in under two years.When this happened last year it put me at considerable inconvenience for work as I had to wait almost two months before the new DPF was fitted. This cannot be allowed to happen again as I was meant to be meeting clients in Dublin this morning and again next week but cannot use my car to do so. I am also meant to be driving down South on 11th July on holidays. I really wish to avoid taking advice from my solicitor on this matter, as it is now at the point of being utterly ridiculous.Please speak with your senior managers and advise me this morning how quickly my car can be taken in to replace the faulty DPF, with courtesy car for the duration. If a courtesy car can be made available as an emergency, I can leave my car with you for as long as needed to resolve this matter.Regards,Paul Timperley

My vehicle has been with JLR BELFAST since the 3rd June 2026. It was diagnosed with a faulty RCM.Since the 8th of June, I was given 3 different collection times for completion of repair. My last collection time was Friday 26th June 2026.On Thursday 25th June 2026, I received a further phone call, explaining more parts were required at further cost( take into account, these parts were not diagnosed as faulty on the 3rd June 2026).To that end my car was not even repaired or worked on for the final collection date of 26th June 2026. To which I had made a journey to the dealership for.A member of staff phoned me yesterday 29th June 2026, believing I had already collected my vehicle.I explained to him no I have not and I have received no communication from services. He said he would be getting back to me ASAP. I phoned today 30th June 2026 and the staff member is on leave until Friday, the staff member I spoke to also elaborated that the further part required will not be in stock until Friday 3rd July 2026.That is 4 weeks in the dealerships servicing department, lack of communication, undisclosed repairs, not diagnosed on the 03/0626 and I feel a complete lack of empathy and understanding of my needs.

Good morningI am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Leone LoughranRegistration: LLZ595 / KW73FYMInception Date: 30/04/2025Date Of Complaint: 24/06/2026Goods Details: Jaguar F-Pace Diesel EstateNew/Used: UsedMileage At POS/POI: 8,000Current Mileage: 22,000 (Approx)Agreement Number: 553535208The customer has advised us of the following faults;· “Drive with caution” warning light (initial fault)· Diagnosed as EGR sensor fault after prolonged delay· On attempted collection, the same warning light reappeared· Additional fault subsequently identified: Faulty glow plugAt this time we do not need any further information from you. If we require information we will contact you again. The customer may contact you to obtain information, please endeavour to provide this to them where possible.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.

I left my car in for service earlier in the year, there was a warning light that was on when I left it in. I assumed that it was a fault so the service that covered everything would have checked my fault for reason coding however in hindsight it’s my fault for not specifically saying it, when the car was returned to me the light was no longer on but it came back on the following day and stayed on.I rang up and asked the question I was told the light wasn’t on during the check when it was completed which was incorrect but I was told I would need to book in for a further diagnostic service after spending nearly £1200 on a service obviously I was a bit annoyed.Since this I received a letter to say my car was recalled urgently and needed work carried out to avoid a potential serious incident involving the car over heating, alongside this the car completely stopped working due to the issue the warning that was triggering the warning light had this been picked up earlier during the service I would have avoid this.I tried to get the car booked in on 8/5/26 and I was given the 27/07 for both the urgent recall and the diagnostic to see what was wrong with the car!! I said that’s nearly 3 months away and the response yes that garage is very busy. I simply couldn’t believe that response. I have since resolved the issue myself, and now just require the service to fix the recall.To say I’m disappointed with the level of service would be an understatement, why send a letter detailing urgent in block letters if you can’t book in for 3 months and also having no sense of the impact of having no car for 3 months from someone in customer services.The whole experience of the how my service was handle and this event has put me off having a Jaguar, for what was a car I loved driving we will look to change the car as soon as possible to avoid have to deal with Jaguar Land Rover. I have an X3 and when I compare the service I received in Bavarian compared to JLR I was night and day.

I've been trying to get hold of someone to arrange a date to bring my car in for repairs to my new Range Rover. I don't get replies to email. There's been half a dozen staff that don't respond.Can someone please get back to me so I can this resolved?

Hi, i am struggling to get a response to emails in relation to some recent work carried out by yourselves. I had been dealing with Ross Wilson and Lauren Mitchell.

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