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.

Hi I bought a Land rover range over sport off yourselves in Belfast in October 2025. The sales executive James McIntosh was fantastic ( this email does not relate to him and is not a complaint in regards to him. My experience of purchasing the jeep and collecting it with him was very positive.However, when I collected the land-rover in October I drove my jeep home and discovered their seemed to be a draught noise within it nearly felt like the window was opened but it was not. I rang Charles Hurst and addressed my concerns re the noise. I got booked in after a long wait and was told that the car needed a window. I then booked in 'again' and got the window replaced. I drove home that evening after this repair has been 'completed' and I could hear the same noise again and I rang the service team and was told they were busy but I would be prioritised and get booked in asap and they would be in touch to pick the jeep up again. The noise was so annoying that it took the complete excitement and enjoyment out of getting a new jeep and with no date anytime soon to be fixed and with no one ringing back as a priority to give me a date. I actually had to take the jeep myself and get the window fixed and resealed, my own garage that I took the jeep to couldnt even believe the way the window was left and said any wonder there was still a noise.I am very disappointed with the service from repairs/warranty team since buying the jeep and it is very clear to be seen that their is no problem when you are buying a jeep or looking to spend the money the service is first class. However, after you have collected and paid it cant even be fixed correctly. I have now had to pay to get the window noise repaired myself with my local private company and it has been left at my expense.I also from day one of collecting the jeep have had problems with the land rover app, not unlocking and locking from the app as well as it constantly telling me my fuel is low when the jeep was full.Again, reported it followed the steps, didn't work, brought it down to Belfast they deleted and reinstalled, never fixed same problems. Rang land-rover app team again went through the same steps and other steps and never sorted. Now into January it finally got escalated to case manager and after a few days the fuel levels are now rectified however, the unlocking and locking from the app is supposedly a problem worldwide. I am very disappointed overall and I look forward to hearing from you. Can you advise if you would like a copy of the invoice for the fixing of my car so I can be reimbursed? thanks

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: Stuart VaughanRegistration: ILZ212Inception Date: 26/07/2023Date Of Complaint: 21/01/2026Goods Details: Land Rover Defender Diesel Estate 3.New/Used: usedMileage At POS/POI: 1Current Mileage: 17500Agreement Number: 118924129The customer has advised us of the following fault/s ;• Vehicle Constantly breaking down and being faultyOur Mutal Client has taken the vehicle for a Diagnostic testAt 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.

My discovery was recovered to CH Belfast via Landrover Assist on 6/1/26 due to an electrical fault meaning the vehicle could not be driven. Initially told 3 weeks before vehicle could be diagnosed let alone fixed, then following week I called for an update. Then told 4/6 weeks until it would be looked at and a backlog of repairs from beginning of December 2025. 2 emails have not been responded to, the last being sent on 21 January to Lois in the service dept. Surely vehicles should be scheduled in for repair and customers given some indication of when they can expect to receive their vehicle back. Customer service and communication is poor, staff don’t seem to care and if there’s a backlog of repairs since December 2025 then I’m not the only disappointed and disgruntled customer? It is not the service you would associate with a quality brand such as Landrover. It’s disgraceful that CH are all over you like a rash when buying the car yet once purchased the after sales service is so poor. Please can someone review this situation and update me? We’re paying nearly £900 a month for this car and not even having the benefit of driving it. This is our 3rd new discovery from CH Belfast and the problems with this vehicle have been numerous.

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: Gavin MoorcroftRegistration: TGZ9130Inception Date: 16 May 2025Date Of Complaint: 23 January 2026Goods Details: ` Land Rover Range Rover Velar DieselNew/Used: UsedMileage At POS/POI: 28912Current Mileage: 35000Agreement Number: 578561912The customer has advised us of the following fault/s ;22 November• While driving, the electrical warning light illuminated.• The vehicle completely shut down.• The issue was diagnosed as an electrical fault.14 January• While driving, the electrical warning light reappeared.Has a CEC 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.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.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.

We have received a new Satisfactory Quality Dispute complaint from Mrs Afsheen Mirza Registration No. EA14YNAPlease 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.Faults –Vehicle broke down and became completely inoperable (“completely dead”).DC DC converter fault identified.Battery fault identified.Timeline –October 2025 – Vehicle purchased.06 January 2026 – Vehicle completely shut down while driving; became inoperable with no power supply. Warning/red light illuminated prior to shut down.06 January 2026 – AA recovery attended; advised the alternator may have failed.07 January 2026 – Land Rover InControl contacted customer advising the vehicle was shut down. Customer’s partner attempted to access the vehicle but was unable to unlock/open it.AA contacted again for recovery, supplying dealer unable to accept vehicle due to no available space.13 January 2026 – Vehicle recovered and taken to Land Rover Buckingham for inspection.Post diagnosis – Land Rover confirmed battery fault; battery replaced. DC DC converter identified as faulty and requires replacement.Parts availability – Advised there is a minimum one month backlog for DC DC converter parts.Customer states they cannot be without the vehicle.Courtesy car provided.The customer is upset and dissatisfied as the vehicle has suffered a major mechanical/electrical failure only approximately 3 months after purchase. The DC DC converter has been confirmed as faulty, resulting in a complete vehicle shutdown while driving. The customer considers this fault unacceptable given the short ownership period and expected reliability of the vehicle

I am writing to formally raise a complaint regarding the Land Rover vehicle with registration TGZ9130, which I purchased on 25 May 2025.Since the date of purchase, the vehicle has been returned for repairs three times, all for issues that fall under warranty. Despite these repeated repair attempts, the problems have not been resolved. The vehicle has spent extended periods at the Land Rover workshop, in some cases for months at a time, rendering it unreliable and unfit for normal use.As a result, I have been forced to rely on rental vehicles that are not equivalent to my purchased vehicle, causing significant inconvenience and additional personal expense. At the same time, I continue to pay finance instalments and insurance for a vehicle that is more often in the workshop than available for my use.Given the repeated failures, prolonged repair times, and ongoing inconvenience, it is clear that this vehicle is defective and has not met reasonable expectations of quality, reliability, or fitness for purpose.I am therefore requesting urgent resolution, and ask that you confirm one of the following options without further delay:1. Cancellation of the agreement and a full refund, or2. Replacement with another vehicle of similar value and specification, or3. Any alternative resolution you propose that fully addresses the financial and practical losses I have incurred.Please treat this matter as urgent and advise on the next steps as soon as possible. Should this issue not be resolved promptly, I will have no choice but to escalate the matter further.I look forward to your immediate response.