Dear Charles Hurst Customer complaints,I am writing to formally raise a complaint regarding the handling of my vehicle by Charles Hurst JLR Belfast and the handling of the matter by Paul Herriot and Lauren Mitchell.It has now been approximately 17 weeks since I raised a concern in November 2025 relating to the same issue that has caused my vehicle to breakdown. It is over six weeks since the vehicle was recovered to your premises on 8 January 2026.Throughout this period I have repeatedly sought clarity, meetings, and updates from both the service department and business unit leadership. Commitments have been made to arrange meetings and provide updates, but these have not been followed through.The vehicle remains onsite without diagnosis, without a defined plan, and without a communicated timescale to resolution. I have been left without the use of my vehicle for an extended and unreasonable period and no offer of support given to me as a longstanding customer.Given the elapsed time, the lack of progress, and the repeated failure of communication commitments, I have now lost confidence in how this matter is being managed.I request:• A clear written explanation of why the vehicle has not yet undergone examination,• Confirmation of its current status and position in workflow,• A defined plan and timeline to resolution,• Clarification of what steps Charles Hurst Lookers intends to take to restore confidence in this matter.I look forward to receiving a substantive response.Kind regards,Carl Allen---------- Forwarded message ---------From: Carl AllenDate: Fri, 20 Feb 2026 at 08:07Subject: Re: Range Rover SIG 8267To: Paul HerriotHi Paul,Further to my previous emails and your commitment to keep me updated in progressing the issues with my car. I have not heard from you in two weeks.The vehicle has now been onsite since 8 January, which is over six weeks. This is as a result of the underlying issue I raised in November, which is now approximately 17 weeks ago.When we last spoke on Wednesday 5th February, you told me you would monitor the vehicle and provide updates to me throughout your time out of office. I have not received any further communication from you since.Given the elapsed time, the lack of progress, and the history of prior incomplete repair, I must be clear that my confidence in how this matter is being managed is now at the lowest it could be.I am seeking a clear and defined plan from this point. I will also be escalating this issue today within Charles Hurst.CarlCarl Kenneth Allencarlkennethallen@gmail.comOn Thu, 5 Feb 2026 at 17:19, Paul Herriotwrote:Hi CarlTried to call you a couple of times.I have had a look at the car with the workshop foreman.First thing is the No 1 injector is leaking/ blowing out. We need to repair this first before we can check that everything else is ok.I’m going on holiday tonight and not back into the office until next Thursday, the team will keep in contact with myself, and I will keep in contact with you.PaulPaul Herriot, General ManagerCharles Hurst Jaguar Land Rover BelfastT: 028 9038 3435E: PaulHerriot@charleshurstgroup.co.ukjaguar.co.uk | charleshurstgroup.co.uk/jaguarlandrover.co.uk | charleshurstgroup.co.uk/land-roverREG OFFICE: 62 Boucher Road | Belfast | BT12 6LRCONFIDENTIALITY NOTICE: This e-mail message including attachments, is intended only for the person to whom it is addressed & may contain confidential information. Any unauthorised review;use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.

Bought a defender sent in 4 times to get a bonnet cable fixed it was never fixed was told it was working in the workshop. If you’ve ever had a bonnet cable break you’ll know this is utter lies headlight didn’t work never had it in stock.Full service history for 3 years last service 17feb didn’t replace 62kfan belt which broke on a dual carriageway @63k on the toome dual carriageway with no hard shoulder.I had to carry my 10 year old disabled son on my back up a grass verge. When I rang Land Rover to ask why this was never changed in the last service I was told ( by the manager Lauren) they don’t recommend it to be changed if I wanted it changed I should of asked 😂😂 utter madness!!!

Good afternoonI 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: Seaneen McNallyRegistration: BVZ2277Inception Date: 13/03/2024Date Of Complaint: 17/02/2026Goods Details: Land Rover Range RoverNew/Used: NewCurrent Mileage: 12,000Agreement Number: 578730536The customer has advised us of the following faults ;• Squeaking noise from wheel• Car broken down, amber engine management light• Gas leaking from airbag (Recall)At 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.

Good morning,We have received a new Satisfactory Quality Dispute complaint from Eva R Hutchinson, Registration No. R15HUTPlease 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 Black Horse Ltd, to support an appropriate solution.If we do not receive a response or sufficient information from you within 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: 25 June 2025Date of complaint: 13 February 2026Goods details: Land Rover Range Rover EvoqRegistration number: R15HUTNew/Used: NewMileage at POS/POI: 0Current mileage: 4000Agreement number: 103009585 Price of goods (at sale): £495.33Advance amount: £26380Deposit amount: £21500Term: 60 months.PCP/HP: HPDealer name: Charles Hurst Land Rover BelfastDealer number: 57825410The following information outlines what the customer has told us and may not be the opinion of Charles Hurst Land Rover BelfastComplaint Detail Customer’s Preferred ResolutionThe customer called to advised us on the following faults;1 February 2026• A red electrical warning light appeared on the dashboard while driving.• The vehicle also began to emit a smell of gas.5 February 2026• The vehicle was diagnosed with major electrical fault.Rejection.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/ allowance?5. What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation, if applicable6. A full timeline of events from POS until now of when vehicle has been seen, outlining reasons why, what work was carried out, when and why and to include discussions/conversations had with the customer, cause of any issues/concerns raised i.e. wear & tear, lack of maintenance etc.7. Evidence/confirmation of any diagnostics/repairs completed, this to include specific dates, mileages, specifically what was carried out and why?8. Confirmation of 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. Any other comments/evidence you feel are relevant.11. What will you do to resolve the complaint?12. 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.We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.This email is intended only for the above addressee. It may contain privileged information. If you are not the addressee you must not copy, distribute, disclose or use any of the information in it. If you have received it in error, please delete it and notify the sender.Jaguar Financial Services and Land Rover Financial Services are trading styles of Black Horse Limited.Black Horse Limited. Registered office: 25 Gresham Street, London EC2V 7HN.Registered number: 661204 England and Wales.Authorised and regulated by the Financial Conduct Authority.Jaguar Contract Hire and Land Rover Contract Hire are trading names of Lex Autolease Limited;Lex Autolease Limited: Registered Office: 25 Gresham Street, London, EC2V 7HN.Registered Number: 1090741 England and Wales.Authorised and regulated by the Financial Conduct Authority for credit related regulated and insurance mediation activities.

I purchased my LR discovery sport used from Belfast about 16 months ago. So of peace of mind I purchased 3 years “warranty” .Last month during the snow the traction control would not work and I could not drive it up the hill to my house ! Earliest date I can get it in for inspection was mid April - great !! Then this week another warning - this time for diesel additive saying I could not restart the car after another 540miles of driving ! Phoned LR and expected that I would be able to speak with someone reasonable who could see that having a car that I can’t drive if it snows and I can’t start after a further 540 miles would warrant getting a service date before mid April . But no ! This is totally unacceptable

PLEASE SEE ATTACHED LETTER OF COMPLAINTI would ask that you acknowledge receipt of my email and letter sent to you on the 10th February 2026.I have sent a copy to Customer Service and Resolutions Team, Lookers HouseAlison Wilson

Good morning,I 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: Mr. Michael MartinRegistration: KR23SKFInception Date: 7 March 2025Date Of Complaint: 5 February 2026Goods Details: Land Rover DefenderNew/Used: UsedMileage At POS/POI: 11740Current Mileage: 27000Agreement Number: 118753294The customer has advised us of the following fault/s ;a) Faults / aspects the customer wants us to investigate Customer reports:• Engine warning light fault diagnosed as likely NOx sensor• Secondary failure: DC–DC converter fault• Vehicle off the road for an extended period• Repeated delays, poor communication, and inability to provide an equivalent replacement vehicle• Significant inconvenience due to loss of 7 seat and towing functionalityb) When each issue occurred (dates & symptoms)• 6 March 2025 – Vehicle purchased.• 9 December 2025 – Engine light illuminated.Customer contacted JLR Breakdown.AA attended customer’s home, diagnosed likely NOx sensor, and booked customer into Charles Hurst Belfast, confirming this with someone over the phone.• 11 December 2025 – Customer arrived at dealership as arranged.Staff were unaware of the booking and stated the AA technician “should not have sent them there”.Customer asked to wait; later advised the vehicle could not be inspected and a replacement vehicle would be provided.Customer requested an equivalent model but was given a Discovery Sport as that was all that was available.• Pre Christmas – Customer informed vehicle would not be seen until after Christmas.• 16 January 2026 – Customer called for an update; advised the car was being worked on that day.• 20 January 2026 – Customer informed the initial NOx sensor related issue was repaired, however a second fault was identified:DC–DC converter failure.Told it would be another 2 weeks for resolution.Customer requested a more suitable replacement vehicle but was transferred to a line that rang unanswered for 5 minutes.• 29 January 2026 – Customer chased progress again.Told part was on back order and no estimated repair date.Called JLR Roadside Assistance requesting a more appropriate vehicle; advised none available.• 2 February 2026 – Customer called again; no progress, part still on back order.Promised a call from Charles Hurst breakdown team — call never received.Contacted JLR Roadside Assistance again with same outcome.Spoke to JLR Customer Support via online chat; given email to raise a complaint (clientcare@jaguarlandrover.com) and submitted formal complaint.• 5 February 2026 – Customer called again; no change and no indicative repair date.c) Details of inspections, diagnostics, repairs AA attended 9 December — diagnosed likely NOx sensor. Charles Hurst Belfast repeatedly delayed repairs, confirmed DC–DC converter failure, and advised part is on back order. No confirmed repair date provided across multiple follow ups.At 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.Chris GillardComplaints AdvisorComplaintsTransport Customer Services | Consumer Lending COOLloyds Banking GroupHow to reach us:E: SQD2@blackhiorse.co.ukT: 0800 151 2451

Good morning.I 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: Mr. Robert SandersonRegistration: RS73RTSInception Date: 7 February 2025Date Of Complaint: 2 February 2026Goods Details: Land Rover DiscoveryNew/Used: NewMileage At POS/POI: 0Current Mileage: 25000Agreement Number: 118577681The customer has advised us of the following fault/s ;• Faults the customer wants investigated:o Vehicle off the road for an excessive period.o No progress on repair; no engineer assigned.o Loan car unsuitable for intended business/family useo AdBlue• When each issue occurred – dates & symptoms:o Vehicle with JLR Southampton for two weeks before Christmas 2025.o Still at the garage on 02/02/2026.o Customer advised repairs may not begin until March 2026.o Loan car too small for business use.o Christmas journey impacted due to lack of spaceo veh was sent in for a service mid-December, issue with ad-blue and need to do more investigation, ordered the wrong part and had to order a new one.o early march to mid-march that repairs will be done because they are busy.o Mis-diagnosed the car so he doesn't know the full extent of the issue.• Inspections / diagnosis / repair details:o No engineer assigned to the vehicle despite long delay.o Vehicle sitting in garage compound for months.o No urgency shown by dealership to progress repair.o Customer cancelled direct debit due to unacceptable delay.At 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.Chris GillardComplaints AdvisorComplaintsTransport Customer Services | Consumer Lending COOLloyds Banking Group

Can you please update on email that was sent on the 15th Jan as of yet I've received no reply back regarding my complaint

cust took the car in for a software update, asked if it was okay to stay and the service advisor that he would be okay. Th cust checked his phone and it hadnt been worked on. SA told the customer that it was having an update. hours passed and he then was told they were going to look at the vehicle. A girl in the reception spoke to the customer, after 3 hours the cust was told that he needed to bring both of the keys. The gentleman asked to speak with the manager who was in the glass room, cust had to be at a funeral and needed to leave at 2pm. Manager eventually came out and apoligised, cust questioned why they hadnt asked for the second key. Could they ring the customer to discuss this further, car was delivered and the cust was 5 mins late for the funeral and today there is no call at all. Cust number has never changed and is still the same since purchasing the vehicle in 2017, cut has left feedback on the dealership website. Cust expected alot more from the dealership as he has been a cust for a long time.