Hi JLR Belfast,In response to this question.I purchased my new IPace in February. I was led to believe that 160 checks have been made to ensure “peace of mind” as this is how the vehicle I purchased was advertised by Jaguar.However barely a few weeks in and two separate faults appear. When I contact Jaguar, they send an external AA engineer who has no idea how to resolve either of the issues.I am then driven over to JLR at Charles Hurst where I purchased the car, when I am immediately asked to hand over the keys of my car and flippantly informed that I won’t have the car back in my possession for 4 to 6 weeks.I am then driven back to my home by the external AA mechanic. I then spend 24 hours trying to get a hire car sorted as JLR at Charles Hurst didn’t bother to try or ask if I needed assistance. This resulted in me being 3 hours late into work as I work in Bangor. I then had to pay for a taxi home that evening.I called into Charles Hurst again on April11th to ask for an update. I am told that “Conor” will ring me back on Monday morning 13th. I receive the call on Monday morning with the same immediate message that I won’t have my car back for 4 to 6 weeks. I inform Conor that I spent £1,000 on a home charger to be installed at my home for the IPace which I can’t use as the car I have been given to use is petrol and I’ve been told that electric vehicles are not available, so during a fuel crisis I am now also out of pocket to at least £50 extra per week on fuel costs. I was informed that I would get a call back to see if my car could be prioritised but never received an update.The answer therefore to this e mail is that Charles Hurst JLR’ customer service has been terrible.As a result of all of the above, I have now instructed my solicitor to review the terms and conditions of the sale of the IPace.regards,Conor Connolly

Our car brakedown nearly 2 weeks ago. We bought the car from Charles hurst landrover belfast. We have extended warranty. But, they are not helping ti fixbthe problem. They said, all full up they can't take the car after 8weeks. Then, they should help us to recover the car and move to donnely. We are contacting them from last week even had a chat with service manager. Nibody helping us. It is really bad. Paid off the car, paying the tax and extended warranty. And they can't help us. It is very bad experience from charles hurst. They should give us release car too. Now we are renting the car for daily basis some other place .landrover needs to help us. It is not our problem, they can't fix the car

My experience was not good.I booked my car in for a recall in February and was given a date 2nd April 2026.On date of appointment I waited for over an hour, for the service manger to tell me that they couldn’t access the update (recall) as it was now unavailable. At time of booking a questioned the appointment date being after 31st March 2026, to be told ‘it’s ok, you’ve booked in before the deadline date’.I was contacted twice before the appointment to make sure I was attending. I’d of thought that if there was a problem with the update I’d of been told then.I now have a car needing an update and no idea how it’ll be done or by whom.RegardsPhilipSent from my iPhone

I’ve had problems with the retractable steps on the car for the last month or so and have almost caught my foot in them – sometimes they work, sometimes they don’t, so they catch you by surprise.I called a couple of weeks ago to book it in only to be told early June was the earliest they could look at it. I voiced my concern at that and it was then suggested I could call the breakdown service – they said it didn’t fall to them…. So I just accepted I’d have to wait albeit its rubbish service.However, this morning one of my kids trapped her foot in the step getting out of the car and really hurt herself. I called your place back this morning to really push this to be seen as a priority as it’s a safety issue and got the same message - they don’t have capacity to look at it until 5 June, so sorry about that!I’m not one to get riled easily, but I am really shocked at the lack of service regarding this issue.I’m waiting for Donnellys in Dungannon to call me back to see if they can do anything sooner – but I would like this complete lack of service noted – it’s not something I’d expect when spending so much not just on the car itself but this was an extra we paid for as well

Dear Sir/Madam,I have been a customer of Charles Hurst/Lookers for 25 years, buying many new Landrovers during that time I recently phoned the service department of the Boucher Road dealership on 13th March 2026 seeking some advice about a battery issue I was having with my Landrover Discovery Sport PGZ 7575.I spoke with Nathan Sproat whose only offer of help was to book an appointment for me to bring my car to the garage in June, or telling me to phone Landrover roadside assistance.I was very disappointed in the solutions that Nathan offered. He appeared to have no understanding of the issues involved and was not interested in trying to understand.I was also very concerned that the nearest appointment offered was 3 months away.I then phoned Donnellys of Dungannon (even though I had bought the car and serviced the car with Hursts/Lookers) I was dealt with very efficiently by reception and someone from the service department then returned my call within 30 minutes. He listened to the problems I was having took time to ask questions, understood the situation and offered several solutions that I could try.The second suggestion worked and has solved the problem.I have a very good relationship with both James McIntyre in sales and Stephen Surgenor who have both always treated me exceptionally well, but I feel very let down by Nathan Sproat in the service department.I thought I should inform you so that this doesn’t happen againThanksRichard Gregg07885907875

Dear Sir/Madam,I am writing to formally raise a complaint regarding my recent experience with your Belfast Land Rover service centre.I left my vehicle with you on Thursday for a steering rack recall and was advised the work would take approximately 6/24 hours. However, due to the bank holiday weekend, the dealership has now closed until Wednesday, leaving me without my vehicle for a significantly longer period than originally stated.I am particularly concerned about the following:- No clear communication regarding the extended delay- The need for me to make multiple calls to obtain updates- No courtesy car being offered, despite the extended downtime and inconvenienceThis situation has caused considerable disruption, and I do not feel the level of service provided reflects the standards expected of Jaguar Land Rover.I would appreciate:1. A clear update on when my vehicle will be ready & time to collect.2. An explanation for the lack of communicationI look forward to your prompt response.Yours faithfully,SAMANTHA HARPERBN63 MFV

Attached please find the requested invoice 6000154390 for an outstanding unpaid balance from a map update order placed by an individual from your retailer.Dealer: Charles Hurst Land Rover JaguarDate: 10/03/22Order: D021C00059791Product: Gen 2.1 InControl Touch Plus Europe – 2020VIN: SALGA2JE0DA118656Kind regards,

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Mr Gavin Gwyn-Davies Registration No. Y4GGDPlease 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: 09/03/2026Date of complaint:27/03/2026Goods details: Land Rover Defender Diesel Estate 3.Registration number: Y4GGDNew/Used: NewMileage at POS/POI: 10Current mileage: 10Agreement number: 103554030 Price of goods (at sale): £88,074.99Advance amount: 78574.99Deposit amount: 9500Term: months.49PCP/HP: PCPPCP mileage: 32677Dealer 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 ServicesComplaint Detail Customer’s Preferred ResolutionFault -Vehicle Recall→ Timeline –→ 09/03/26 – Purchased→ The customer has not picked the car up – they say the Dealership is not releasing the car as it has been recalled→ Safety recall→ Dealership do not know when the vehicle will be available to release→ Customer is paying for a car they do not have in their ownership.Reimbursement of payments made towards the car and to have the payments frozen until the vehicle is received.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.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.

Hi there,I'd like to make a complaint please.My Evoque (KE13 EYL) - was subject to a recall, and I had booked an appointment for last year (see below details). This included a courtesy car (as it is a two day job, we live 90mins away from the service center, and I have a 6year old kid to drop off and pick up from school). This was no problem at the time, and was included in the booking.This booking was cancelled the day before the appointment - because the service center could not get the part. They told me they would be in contact to rebook the appointment. I was never contacted, and then called up today to ask what was happening. I was told they could rebook the appointment - however they are not able to offer a courtesy car this time.This is completely unacceptable. I cannot put this car in for 2 days (for a manufacturer's fault) without another vehicle. I am not willing to pay to hire a car for this period for something that is a manufacturer recall.What do you suggest I do?Many thanksGreg Smyth

Good afternoon,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: Mrs. Rachel NixonRegistration: RRZ7719Inception Date: 20 August 2025Date Of Complaint: 11 March 2026Goods Details: Land Rover Discovery SportNew/Used: UsedMileage At POS/POI: 50016Current Mileage: 53213Agreement Number: 103119426The customer has advised us of the following fault/s ;o Faults to be investigated Repeated loss of engine power Vehicle entering limp mode DPF (Diesel Particulate Filter) related power loss Vehicle not suitable for urban or short distance drivingo When did each issue occur, including dates and symptoms Vehicle purchase: August (year not specified) Initial fault development: Shortly after purchase Symptoms described: Repeated loss of engine power Vehicle in limp mode Inability to accelerate adequately Lack of power when pulling out at junctions or crossroads Diagnostic confirmation: 3 January 2026 Investigation carried out by Land Rover Motor Assist Power loss consistent with DPF issues caused by urban / short distance driving Current status: Vehicle has remained in limp mode Customer unable to undertake long journeys due to lack of powerAt 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.