I am writing to formally raise a complaint regarding the Land Rover Discovery Sport, registration RRZ 7719, that I purchased from you on 19/08/2025 from Charles Hurst Land Rover Belfast.Since shortly after the purchase, the vehicle has experienced repeated loss of engine power. As a result, I made a claim under Land Rover Motor Assist, which was the assistance policy supplied with the vehicle at the time of purchase.Following an inspection and investigation carried out by Land Rover Motor Assist, I was advised that the vehicle is fitted with a DPF (Diesel Particulate Filter) diesel engine and that the loss of power issues are consistent with the vehicle being used for urban or short-distance driving. I was further advised that these issues are likely to continue due to the vehicle being unsuitable for my driving requirements, which consist entirely of urban mileage.At the time of purchase, I was not advised that the vehicle would be unsuitable for my driving requirements. My use of the vehicle is limited entirely to short journeys and urban mileage, and therefore the vehicle supplied is not fit for purpose, nor of satisfactory quality for the intended and foreseeable use.Under the Consumer Rights Act 2015, where a fault or lack of conformity arises within the first six months, it is presumed to have been present at the time of sale unless the retailer can prove otherwise. I am therefore exercising my statutory rights.For clarity, the vehicle was purchased using a combination of a cash deposit and a PCP finance agreement. In the event of a refund under the Consumers Rights Act 2015, I understand that the remedy should unwind the entire transaction, including cancellation of the associated finance agreement without penalty, with the finance balance settled directly with the finance provider and my deposit returned in full. I do not accept that any early termination charges, interest, or other penalties would be applicable in these circumstances.Given that the vehicle has never been suitable for my driving needs, and this has been confirmed following the Land Rover Motor Assist investigation, I am requesting one of the following remedies in accordance with the Act:- A full refund of the purchase price, or- A replacement vehicle that is suitable for urban driving and my stated usage requirements.Please confirm in writing how you intend to resolve this matter within 14 days of the date of this letter. Should I not receive a satisfactory response, I will consider escalating the matter further, including seeking independent advice and pursuing my rights through the appropriate channels.I would prefer to resolve this amicably and look forward to your prompt response.

Hi, I'm writing on behalf of my Wife Ciara, In November she had a engine warning light appear on the dash. The car was due a service, So i put it in locally (In Fermanagh) for a service and to get it checked, my mechanic done service and when he checked faults it came back that there was a NOS sensor fault in the exhaust, and it would be covered by warranty.So I contacted James McIntosh in Sales team and he gave me a phone number to a repair team that come out and do change etc onsite. So i called them and they advised that the car was out of MOT so they could not complete and we would have to go through JLR. We then checked and it was out of Tax on 1st Jan also, So the panic was on to get all arranged.So, i called to arrange and the only date that I could get was 2nd of December, So I explained that we would need all works completed on that date as we had to travel from Fermanagh and we had to get MOT'd. He said he would organize all and admittedly it did state on the confirmation email that parts should be ready.My wife and myself took the day of work and travelled up to be there for agreed time of 11am. They young man gave us a courtesy car and said it would take 4-6 hours, so we went into Belfast and done some Xmas shopping etc to kill the day.When he called we made our way back out to Boucher road, On arrival the man said that there was a fault in the sensors and he would submit this to warranty company for review and he will be in contact by Thursday of that week, I expressed the urgency and he agreed he would get all sorted and even expressed the possibly of moving all to JLR in Dungannon as it is closer to us.This where the JLR experience shows it's cracks, I hadn't heard back from the man by the Friday so I called the following Monday and spoke to another man and he said that Ross Wilson (I found out his man at this stage) was off sick and he should be back soon. So I emailed James on the Tuesday and he also said Ross was off and cc'd Ross into email reply. I gave it til the Monday 15th and emailed again, and when I didn't get a replied i phoned and spoke to a Woman and she said that Ross hadn't returned and she would try and get into his system and phone me back and that is the last I have heard of from Charles Hurst until today when I got an email looking for me to book a service on Ciara's Car.Having NOT heard from Chares Hurst and things were getting desperate, I had to contact a garage locally and get a System Regen completed, at my own cost (£100). This helped by cleaning out sensors and temporarily turned off the engine light long enough for Ciara to get a MOT done and therefore tax car also. But the light came back on over Xmas and we are back to square one.I presume and hope that Ross is okay and has returned to work, but I haven't heard anything from him or anyone at JLR Belfast even though I was promised several call backs.I suppose what I need to know is:Are you telling me that Charles hurst doesn't have a CRM system in place that all customer queries etc are logged on, thus allowing others to pick up Ross' work when he was off??Were Charles Hurst going to give Ciara a courtesy car to drive around in Jan if this was not sorted as she couldn't legally drive her Evoque??And ultimately, can you let me know your Status/Outcome of warranty so we can get car repaired?I work as a Support engineer for Terex, and deal with warranties/breakdowns everyday from customers all over the world, and i can assure you that this has been far from well handled.Also, feel free to call me on my mobile number listed if you want to discuss it further and I look forward to hearing from you.ThanksStephen

Hello,I am writing to formally escalate a serious issue regarding my Range Rover Evoque, purchased from Charles Hurst only 12 weeks ago.The vehicle suffered a complete charging system failure, rendering it totally non-drivable. What followed has been an extremely stressful and prolonged experience that I do not believe is acceptable for a premium brand or a nearly new vehicle.I was left waiting approximately six hours in freezing conditions for Land Rover Assist recovery, eventually having to leave the vehicle due to exhaustion and cold. An AA technician attended at around 7:30pm but did not have a flatbed recovery vehicle. As a result, my car remained unattended until the following day, was then taken to an AA yard in Cootehill, and will not reach Charles Hurst Belfast until several days after the original breakdown.I have now been advised by Charles Hurst that the estimated timeframe to repair the vehicle is up to four weeks, citing parts availability and the Christmas period. Given that this vehicle was purchased only 12 weeks ago, has already caused significant disruption, and is essential for my work, I do not consider this a reasonable timeframe.I am currently relying on a temporary Enterprise hire vehicle, however I have been informed that Enterprise expect the car returned by tomorrow, 31 December. Despite repeated attempts today, Charles Hurst has not contacted me to confirm an extension, leaving me under significant stress and uncertainty.I drive for work and need to be able to rely on my vehicle. The ongoing uncertainty, lack of communication, and prolonged loss of use have caused considerable anxiety, and I do not feel safe or supported in my current situation.Given the age of the vehicle, the severity of the fault, the recovery failures, and the now extended repair timeframe, I am asking Jaguar Land Rover Customer Relations to urgently review this case, intervene with the retailer, and confirm what support and resolution can be offered. I am also formally reserving my rights under the Consumer Rights Act 2015 should the repair not be completed within a reasonable time or without further significant inconvenience.I would appreciate urgent contact to discuss how this matter will be resolved.Blaithìn mccooey[Vehicle registration YA22LOH00353862422440

I am very disappointed with the very poor service I am receivingI have emailed the customer service agent a number of times since last Wednesday and have had no replyCan someone please contact me and deal with my emails

I am writing to formally raise a complaint regarding a serious breakdown involving my Range Rover Evoque, which I purchased from Charles Hurst only 12 weeks ago at significant cost.The vehicle suffered a complete charging system failure, leaving it non-drivable. I contacted Charles Hurst for assistance at 12.20 on Tuesday 16thw December, and was advised AA would be with me within 90 minutes, i subsequently waited six hours in freezing conditions, while cold, hungry, and exhausted, before I was forced to leave the vehicle. With many many calls to Charles hurst and AA in the meantime.An AA technician eventually attended at around 7:30 pm, but did not have a flatbed recovery vehicle. As a result, my car was left unattended until Wednesday afternoon, when it was taken not to a Land Rover dealer, but to an AA yard in Cootehill. I have since been informed it will not reach Charles Hurst Belfast until Friday, despite the breakdown occurring on Tuesday.Given that this vehicle was purchased only 12 weeks ago, this level of failure and the resulting inconvenience is extremely disappointing and well below what I would reasonably expect from a premium brand and a main dealer.the overall experience of a vehicle this expense with the milage and age should not have happened — the breakdown, prolonged exposure to freezing conditions, and significant delays in recovery and onward transport — has caused considerable distress and disruption.I would ask that this situation be reviewed in full and that you consider an appropriate goodwill gesture once the repair is completed.

Hello,I am writing to formally raise a complaint regarding a serious breakdown involving my Range Rover Evoque, which I purchased from Charles Hurst only 12 weeks ago at significant cost.The vehicle suffered a complete charging system failure, leaving it non-drivable. I contacted Charles Hurst for assistance at 12.20 on Tuesday 16thw December, and was advised AA would be with me within 90 minutes, i subsequently waited six hours in freezing conditions, while cold, hungry, and exhausted, before I was forced to leave the vehicle. With many many calls to Charles hurst and AA in the meantime.An AA technician eventually attended at around 7:30 pm, but did not have a flatbed recovery vehicle. As a result, my car was left unattended until Wednesday afternoon, when it was taken not to a Land Rover dealer, but to an AA yard in Cootehill. I have since been informed it will not reach Charles Hurst Belfast until Friday, despite the breakdown occurring on Tuesday.Given that this vehicle was purchased only 12 weeks ago, this level of failure and the resulting inconvenience is extremely disappointing and well below what I would reasonably expect from a premium brand and a main dealer.the overall experience of a vehicle this expense with the milage and age should not have happened — the breakdown, prolonged exposure to freezing conditions, and significant delays in recovery and onward transport — has caused considerable distress and disruption.I would ask that this situation be reviewed in full and that you consider an appropriate goodwill gesture once the repair is completed.Kind regards,Blaithìn mccooeyVehicle registration YA22LOH

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 Grant A JonesRegistration: VX69WJEInception Date: 27/04/2024Date Of Complaint: 08/12/2025Goods Details: 3 LAND ROVER RANGE ROVER SPORNew/Used: NewMileage At POS/POI: 0Current Mileage: 68000Agreement Number: 578276986The customer has advised us of the following fault/s ;• Fuel pump issues• Hybrid battery coolant pump and coolant heaters• Tyres faultAt 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.

We have received a new Satisfactory Quality Dispute complaint from Mrs Caroline Morgan, Registration No. MR05GANPlease 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: 16/08/2025Date of complaint:03/12/2025Goods details: Land Rover Range Rover Evoque DieselRegistration number: MR05GANNew/Used: UsedMileage at POS/POI: 52271Current mileage: 57500Agreement number: 103113585 Price of goods (at sale): £24,898.00Advance amount: £22,512.00Deposit amount: £2,386Term: months.49PCP/HP: PCPPCP mileage: 113521Dealer name: Charles Hurst Ltd (Land Rover)Dealer number: 57825410The following information outlines what the customer has told us and may not be the opinion of LAND ROVER FINANCIAL SERVICES.Complaint Detail Customer’s Preferred ResolutionFaults-Vehicle broke down while customer was on a motorwayEngine coolant issueBattery/system failureWarranty still activeDCDC needs full replacement.fault failures displaying on the dashboardTimeline-Purchase Date: 19 Aug 2025Breakdown Date: 17 Nov 2025Current Status: Vehicle has been with the dealer since breakdownCustomer wish to complain because of multiple issues with the vehicle .Customer wants to reject the vehicle and get the deposit back.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?We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.

I purchased a Land Rover Evoque in April 2022. Martin Burns was the Charles Hurst employee who handled the sale. As part of the agreement I stressed that the reason I bought new cars, even though they cost more, was to have stress free motoring. To this end the fact the warranty only lasted 3 years but the financial arrangement was over 4 years was a problem. Martin was aware of this and as part of the agreement extended the warranty as per his comments "I have included free of charge an extra years warranty to cover the 4th year of your PCP agreement for peace of mind"Fast forward to November 2025, my car is 3.5 years old and has done only 23,000 miles. It develops an issue with the battery charging system that needs fixing as it cannot be safely driven any distance as the battery just discharges due to not being charged by the engine. I call Charles Hurst to arrange it to be sorted. The further problems then start as you tell me that in the 4th year I have a 3rd party warranty via the RAC (and some other party whose name is not clear) - this will pay for repairs but does not offer the same peace of mind in terms of getting me a replacement car whilst mine is broken. This is then compounded by the fact you have no workshop capacity, and the earliest the car can even be diagnosed is 16th December. I spoke to 4 difference members of staff and also Land Rover customer care. No one took any responsibility. Both Brian in Sales and Michael in servicing have promised to get back to me but they don't.The warranty company did say other garages could do the repair so I have been figuring out that on my own. Interestingly a lot of them say that Range Rover have lots of problems of this kind which makes me think it is actually a manufacturing defect and no wonder the workshop is full.I took the car back from Charles Hurst, the staff seemed very surprised. Why would I not leave it there for weeks on end with no replacement? It was only when I took it away that the 16th December appointment was entered into the system. It has been made very clear to me that there is zero chance of a cancellation appointment so why was it waiting to be booked in? If I had to sort my own repair I could not be held to the opening times of Charles Hurst in terms of moving my vehicle.I am now having to source my own repair, my own hire car and my own recovery to the new garage as the involvement on your warranty people has prejudiced my own breakdown cover.On top of this I have been trying to arrange a new vehicle for several months but again getting very poor customer service. I get frequent texts and emails about what offers and events you have on. I have spoken to your sales department on two separate occasions, including bringing my current vehicle in for appraisal. These have ended with the promise of getting back to me with details of options for me to consider. I have never received this follow up information. Brian seemed very surprised at this, but he sent me one of the emails that resulted in me coming in for the appraisal. My wife was very keen to get another Evoque but this experience has soured the whole process in terms of both the manufacturer and dealership.In summary you have mis-sold me the 4th year warranty to induce the sale, including an inferior product without stating the details. I would not have agreed to the deal on these terms given my paying for peace of mind. To rectify the situation you will need to make good all the monies I have had to pay so far and will have to pay to resolve the issue, you will also need to compensate me for the time I have spent dealing with this and the stress it has caused. You will need to confirm in writing that for the remainder of the agreement my warranty is to be treated as per the first three years and you will need to update your systems so it is clear to anyone I am dealing with that this is the case and I do not have to spend days getting told "nothing I can do" by multiple members of staff. They need to be aware that is poor service has caused you financial and reputational harm.

FAO Gary Martin – Immediate Mobility Support Required (LF67 XNE)Dear Customer Liaison Team / FAO: Mr Gary Martin,Further to recent discussions, I am writing to formally set out my position regarding my Discovery Sport (LF67 XNE), which was recovered to Charles Hurst Land Rover Belfast on 18 November following initial contact with Charles Hurst Portadown begining 14 November.Colin has now confirmed that the vehicle cannot be inspected until 5 December (almost three weeks from recovery, although initially I was advised six weeks), and that the issue appears to be a mechanical/engine fault likely to fall under the RAC 48-month Premium Warranty supplied by Charles Hurst as part of my regulated finance agreement (see attached order form).I should note that I paid £986.67 + VAT (£1,184) for this RAC 48-month Premium Warranty, which was added to my finance agreement and is therefore accruing interest. The true cost over the term is likely in the region of £1,250–£1,350. Given the level of premium cover purchased — and the current significant inconvenience — I reasonably expect appropriate mobility support while the vehicle is undriveable.I am satisfied for the vehicle to be inspected on 5 December and, if a covered component has failed, repaired under the warranty. However, I cannot reasonably be without transport until that date (and potentially for weeks beyond), particularly because:• this is the second major failure since purchase;• the vehicle was previously off the road for around three months shortly after sale;• courtesy cars are unavailable from Land Rover until February 2026;• I am still paying £213.75 per month for a car that is undriveable; and• critically, I have an essential hospital appointment for my 4-month-old daughter on Thursday 27 November, which is extremely difficult for me to attend without transport (appointment letter attached).Under the Consumer Rights Act 2015, any remedy must be provided within a reasonable time and without significant inconvenience. A three-week wait for diagnosis, with no mobility support available and essential medical appointments impacted, is neither reasonable nor acceptable.As the RAC warranty was sold to me by Charles Hurst as part of the finance agreement, I rely on the selling dealer to ensure appropriate support is provided while the vehicle is awaiting diagnosis and repair. This is consistent with the mobility assistance previously provided when the vehicle was off the road for several months after purchase.Accordingly, I am requesting immediate mobility support — for example, a suitable courtesy or hire vehicle (family-sized for three child seats plus two adults) — until the diagnosis and repair are completed.Once the inspection has taken place, I remain open to an appropriate long-term remedy, whether warranty repair, replacement, or another fair resolution, provided I am not left financially disadvantaged.If mobility support cannot be arranged tomorrow, I will need to escalate this to my finance provider as a regulated Section 75A matter.Please confirm tomorrow how mobility support will be arranged.