Vehicle Registration: YHZ8998Hello,Would you be able to confirm the following for this vehicle:• Is the vehicle still at Charles Hurst Jaguar Belfast?• Is this premature failure for the timing chain?• Is this premature failure for the PCV valve?• What is the life expectancy of a PCV valve?• What are the five recalls on the vehicle? Could they have contributed to the issue with the Timing chain or PCV valve?• Are the timing chain and PCV valve checked on a 21,000 miles / 24 months JLR service?• Could the fact that the service wasn’t done at a JLR dealership have affected the timing chain and/or PCV valve?• Could an overdue service of 2 months / 2000 miles contribute to the issues with timing chain or PCV valve, when the fault happened almost a year later?• Why are JLR contributing 61% specifically? Is there a reason they’re contributing towards it?• Third party garage advised there was a lack of oil when they investigated it. Could this have been down to the fault with the timing chain / PCV valve? If not, could this be due to user error?• How long are repairs estimated to take should they go ahead?• If repairs do go ahead, would the customer be able to be provided with a courtesy vehicle while they take place?Kind Regards,

(ticket number 85378117)I am not aware whether this matter has previously been brought to your attention, however we act on behalf of Mr John Coyle, who purchased his vehicle from your company approximately two years ago.Mr Coyle presented his vehicle for a service last year at a cost in excess of £900.00, at which time he was advised that he should have taken out a service plan. He was informed that under the plan two services would be covered and that the only excluded items were tyres, brake pads and wiper blades. Relying on this advice, he entered into a service plan with Charles Hurst.In October/November 2025, Mr Coyle contacted your service department to book a service and was advised that, due to your system having been hacked, the earliest available appointment was 6 January 2026. He duly presented the vehicle on that date.Later that day, Mr Coyle received a telephone call from David in your service team advising that transmission oil was required at a cost in excess of £1,000.00, and that he would need to give an undertaking to pay this amount. Mr Coyle queried this on the basis that he had a service plan and was then advised that the transmission oil was not covered, and further that the plan sold to him was the “wrong service plan” — notwithstanding that the plan was purchased directly through Charles Hurst.We subsequently provided a copy of the service agreement, which clearly states that all parts and labour are included, subject only to the stated exclusions. Despite this, the issue has not been resolved.I attempted to speak directly with David, however he was unavailable and did not return my call. On contacting the service department again the following day, I was advised that as Mr Coyle had obtained legal advice, staff were unable to speak with me and that I would need to contact your complaints department in Manchester.I then discovered that the Manchester complaints department had in fact closed approximately two years ago, a fact of which your staff appeared unaware. I was nevertheless provided with a contact number, which I called, and was advised to submit the complaint by email with supporting documentation. I was told someone would revert within a few days and that the matter would not take the 14 days stated on your website.Despite repeated follow-up calls, I have since been told:• that complaints take 14 days,• that the complaint has been referred back to the garage for comment,• that there is no actual complaints department, merely a message-taking service,• and that no updates, timelines, or assistance (including provision of a replacement vehicle) could be provided.As matters stand, Mr Coyle has now been without his vehicle for approximately 21 days through no fault of his own. He remains without clarity, resolution, or support, and has been subjected to what can only be described as a significant and unacceptable “run-around”.Mr Coyle is extremely dissatisfied with how this matter has been handled and has indicated a desire to make the issue public. We have advised him to await the expiry of the 14-day period, which concludes on 30 January 2026.Please note that unless we receive a substantive response addressing this matter within 48 hours, we will have no alternative but to escalate the complaint to the Northern Ireland Ombudsman, the and any other relevant statutory or regulatory bodies as deemed appropriate.We trust this matter can still be resolved promptly and look forward to hearing from you by return.Yours faithfullyMaura CoyleGallagher Brennan Ponsonby

I received very good service, help and advice when buying a car from Louis Davidson. He was very knowledgeable and polite in all his dealings with us

dealt with lois and had no problems . just find that charles hurst and jlr not accepting that the problem is theirs and that J.L.R. refuses to recall for this dangerous problem . and are allowed to get away with it .there were problems with the job but got through it ,car was side lined from the 31st oct until the 12 th jan, and i know that it nothing to what english people are having to wait , problem is its possible for this to happen again .even with the new rack.

We have received a new Satisfactory Quality Dispute complaint from Colin Batemen, Registration Number YHZ8998Please provide a comprehensive response to this complaint, even if you believe this is now resolved, including supporting correspondence and evidence within the next 10 working days.Important: You are required to support customer complaints around the quality of goods provided as provisioned within the Consumer Rights Act 2015 and under the terms and conditions of the agreement with Jaguar Financial Services, to support an appropriate solution.If we do not receive a response or sufficient information from you within the next 10 working days, we will decision the complaint based on the information we hold and may seek redress from you for any reasonable costs incurred.Vehicle/Finance InformationInception Date: 23/11/2022Date of Complaint: 08/01/2026Goods Details: Jaguar E-Pace Estate 1.5 P300e R-DynRegistration Number: YHZ8998New/Used: NewMileage at POS/POI: 1 mileCurrent Mileage: 26,000 milesAgreement Number: 553632171 Price of Goods (At Sale): £48,559.40Advance Amount: £39,374.46Deposit Amount: £9,184.94Term: 49 monthsPCP/HP: PCPPCP Mileage: 40,834 milesDealer Name: Charles Hurst Jaguar BelfastDealer Number: 55107309The following information outlines what the customer has told us and may not be the opinion of Jaguar Financial Services.Complaint Details Customer’s Preferred ResolutionFaults• Engine Management Light• Vehicle went into Limp Mode• EngineTimeline of Events3 January 2026Engine Warning Light came on; vehicle went into limp mode.5 January 2026Customer attempted to drive to local garage (Dunlop Automotive), but car only moved a few yards. Vehicle had to be recovered to the garage. Diagnosis: Complete engine failure, and it requires new engine. Customer called you, and you advised customer that as a loyal customer of many years, you would sort it out but would have to run diagnostics. You advised the customer that you couldn’t run diagnostics until March 2026.Overall Summary by CustomerCustomer wishes to complain because customer is left without a car to run his business and manage his family commitments. It is stuck in a garage which can replace the engine for up to £10,000.00 but customer feels this is clearly out of the question to cover these costs himself. Customer believes a three-year-old car with no previous issues should not suddenly fail.As a resolution to the complaint, customer would like repairs or rejection if repairs will leave customer without a vehicle for several months. RepairsorRejection (If repairs aren’t timely)We require the following information from you, where applicable1. Evidence/confirmation of any pre-sale vehicle checks that were completed.2. Please provide a copy of the vehicle advert3. Was there any negative equity included in the finance amount? Please also provide a copy of your sales invoice.4. Was there any external contribution towards the deposit? e.g., manufacturer contribution / government contribution / scheme / allowance5. What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation?6. A full timeline of events from POS until now of when vehicle has been seen, outlining reasons why. Please also include what work was carried out, when this was carried out and why it was carried out; any discussions/conversations had with the customer; and the cause of any issues/concerns raised, i.e. wear & tear, lack of maintenance, etc.7. Evidence/confirmation of any diagnostics/repairs completed. Please include specific dates, mileages, exactly what was carried out and why.8. Confirmation of vehicle service history9. Are you aware of any modifications made to the vehicle either before, during or after the sales process? These will include any enhancements to the vehicle’s engine (remapping), the fitting of a Ghost Immobiliser or any accessories put on the goods. If you are aware of any of these, could you please give us more detail of how these were added? i.e., were they included within the Finance Agreement?10. Has a CEC case been raised for this customer via an AVC or Goodwill? If so, please provide the reference, the date it was opened and any further details of any compensation/goodwill that has been paid to the customer to date.11. Any other comments/evidence you feel are relevant.12. What will you do to resolve the complaint?We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.Kind Regards,Raven CozensComplaint ManagerComplaintsTransport Customer Services | Consumer Lending COOLloyds Banking Group

Our Client – John CoyleBooking reference – 28111Registration – T6Z 9249Dear Sirs,We confirm that we act on behalf of Mr John Coyle.We confirm that our client purchased a vehicle from Charles Hurst Garage, Belfast, and subsequently entered into a service plan sold to him directly by Charles Hurst. The service plan was expressly represented as covering all servicing costs, save only for tyres, brake pads and wiper blades.Our client presented the vehicle for its first service at a cost in excess of £900.00 and thereafter, on the advice of a representative from Charles Hurst, entered into the service plan at a cost of £25.70 for the first month and £25.60 per month thereafter. While a direct debit issue initially arose, this was resolved and our client paid the full amount due.Several months ago, once the required mileage had been reached, our client contacted Charles Hurst to arrange a service. Due to a cyber-attack affecting your systems, the earliest appointment available was 6 January 2026, on which date the vehicle was duly presented.Following this, our client received a telephone call from David at your Belfast garage advising that an additional sum of £1,098.77 was required for transmission fluid/oil and that payment, or an undertaking to pay, was required before any work would proceed.This position is wholly unacceptable. The service plan was sold to our client on the clear and unambiguous basis that such servicing items were covered. When our client challenged this charge, he was informed that the “wrong policy” had allegedly been sold and that Charles Hurst was no longer involved with the policy provider.For the avoidance of doubt:• The service plan was sold by Charles Hurst;• Any error in selling an incorrect policy is entirely a matter for Charles Hurst;• At no stage was our client advised that Charles Hurst had ceased its relationship with the policy provider; and• Our client has no contractual relationship with any third party capable of displacing Charles Hurst’s liability.Your refusal to honour the service plan amounts to a clear breach of contract. Further, the sale of a service plan on representations which are now being disavowed may constitute misrepresentation, and potentially fraudulent conduct, for which our client reserves all rights.Formal DemandWe hereby formally demand that Charles Hurst:1. Confirms in writing that the service plan will be honoured in full;2. Carries out the required service, including transmission fluid/oil, at no additional cost to our client; and3. Provides confirmation that no further charges will be levied for items properly covered by the service plan.DeadlineUnless we receive satisfactory written confirmation of the above within 14 days of the date of this letter, our instructions are to commence proceedings without further notice, seeking all appropriate remedies, including damages, interest, costs, and any other relief the court deems appropriate.All our client’s rights are fully reserved.Yours faithfully,Gallagher Brennan PonsonbySolicitors

the car was delivered to boucher road on 9/12/2025 to have a diagnostics , it was booked for this morning 15/12/2025. i also had a message confirming this appointment. i also received an email on the 11/12/2025 telling me my vehicle was booked in for 15/12/2025 at 16..46. i attended today to have the results of the diagnostics but although it was showing to be booked in for today it had,nt been carried out. i was told that i would be phoned tomorrow morning 16/12/2025 with the results, as this is the second time this has happened to me with hursts with another range rover car booked in and not done on the date it was in i find this really bad business , i would like to hear your thoughts on this , regards Sam Walker. ps car reg is sa59saw. jaguar f pace 2017.

On the 15th ofSeptember the AA reported a sensor on VRZ2096 needed replaced. Car booked in to have sensor replaced plus 21000 mile service 19th nov service completed. ----still waiting on sensor replacement .. Is this now normal Jaguar service.

Very happy at how I was treated and kept up to date by Michael and Louis. Another great experience with JLR Service

Excellent customer service from start to finish even when I had to go up earlier than arranged with a issue.