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.

Bit of a disaster actuallyHad 3 faults to get resolvedThey hadn't time on my last service a few weeks ago but were still on their computer yet nobody rang meApp on phone not working so I showed them it wouldn't open the doorsI was 30minutes away when they rang to say the keys are locked in the car🙈🙈I returned and they tried without success I had to drive to Dungiven to get spare key as they couldn't get inSecond fault door step sign on dash to say it's faulty 🙈🙈Fix only lasted 4 days sign on againHandle to fix on boot sliding topStill not Sorted 🙈🙈I spent all day going around Belfast passing the timeI rang at 4.45 for update to be told it had to stay on computer all night took 90 minutes to get home in rush hourRang next morning person dealing with it was with a customer anddidn't ring me back 🙈🙈Rang again and told to collect at 2.30I lost 2 days work 🙈🙈Colum

Ticket No. 83769360Despite numerous emails I have had no response. I received a text to contact JLR Boucher ref the appointment. I was told I had cancelled this, untrue, then told to contact JLR UK as CH had no record of the work to be done for the recall. I then had a call from a lady called Lois Townsley from CH & was asked what I wanted as she had been instructed to contact me but didnt know why?Following my previous compliant, ticket no. 83999788, during which I did have to contact JLR UK to arrange an appointment on my behalf with CH JLR as I could not get any response from CH.This issue has been ongoing since August this year following a recall message from JLR UK.I cannot begin to describe my frustration at the complete lack of any form of customer service from CH JLR. My current vehicle was not purchased from CH. I ahd previously bought my last 3 new Evoques from them & after that and the complete lack of customer service I decided I would not buy any vehicle from them again.I finally managed to get an appointment for Friday 21st Nov after being offerred February 2026.I am not looking forward to visiting this dealership but unfortunately I had little choice.Thank youMichael

Hi teamService plans and warranty policies (apart form Aston Martin and Bentley) aren’t regulated – as such please can this be logged for the dealership to action.Thank youKind regardsIsabellaF and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: GDPR HelpSent: 17 November 2025 16:04To: F and I ComplaintsCc: GDPR HelpSubject: FW: Charles ChurstService Agreement No 12H0CBImportance: HighHiyaCould you please handle this complaint?I can’t see any GDPR-related requests in the case, so it should be straightforward.JarkaGDPR HelpLookers Motor Group LimitedLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke, ST4 4GUT: 0161 291 0043lookers.co.ukFrom: tracey frameSent: 17 November 2025 15:11To: Feedback; GDPR Help; F and I ComplaintsCc: DAVID FRAMESubject: Charles ChurstService Agreement No 12H0CBImportance: HighExternal Sender: Confirm legitimacy before acting.Good AfternoonMyself and my husband bought a Range Rover Sport from Charles Hurst Used Cars in Mallusk in May 2023. At the time of the purchase we were advised by your Sales Person that we could purchase both a Warranty and also a Service planwhich would give us peace of mind, 2 years for the servicing and 5 years for the warranty, we were advised that the Service Plan as would include both a standard service and also a larger service. When we received the vehicle it wasn'troad worthy so we had to wait for 3-4 weeks until you had completed all of the work that was to be done, which by the way was undertaken by Charles Hurst Boucher Road, Belfast.The following year (2024) we arranged for the car to be serviced by CH Boucher Road and again this year (2025) we left the car into be serviced to the same dealership, I have attached the documents which describe plan that we had purchased whichadvises we bought a Major Service and an Interim Service, I also recently obtained a copy of the Land Rover Online Service History which states that the Major Service had not been completed, the only work that had been completed this year was an oil and filter changeand last year was the bare minimum.I have found over the last 2 years of dealing with CH Land Rover Boucher Road some of the most condescending experiences of my life, made to feel on several occasions that I was a bother to staff and that because we had extended ourselves to afford the luxury of a Range Rover that weweren't really deserving of the treatment I had witnessed with several of your other clients, with, for example newer models etc, I had many unreturned calls and the bare minimum information provided when I did speak to them the majority of the time, one particular time I was provided information that related to an issue with the car that involved the warranty we had purchased, I waited approximately a week to get a response from Charles Hurst Boucher Road and when I called them I was told the Warranty company hadn't got back to them, so I decided to call the Warranty company myself, they told me that they had been waiting for information from CH for days, when I went back to advise you of this I was told, I will get onto them now, I even had to chase Charles Hurst up again for an update, I don't think it is a customers place to have to chase up information that the Warranty company has requested, I did call to speak to the Manager of the Boucher Road site and requested a call back that day as I was quite concerned about the findings but was told, he was too busy to speak to me that day.To say that we are bitterly disappointed would be an understatement, we have had the wool pulled over our eyes and deceived by a company whom we trusted and had respect for, I was not concerned about how much the Service Plan was at the time of purchasing it as it was to give us peace of mind, whether it covered all of your costs was your issue or concern not ours, if you sell a product with certain specifications for a certain price then I think it is up to you to fulfil your part of the deal, after speaking to several bodies regarding this we are writing to you in order to receive your explanation on the matter.I would appreciate it if you could come back to me asap so we can therefore continue our process.RegardsTracey Frame

I am raising a complaint regarding Safety Recall D035 on my PHEV, which identifies a risk of sudden loss of drive with no warning and hihglight an increased risk of an accident. As a result, I do not feel safe driving the vehicle for myself, my family or members of the public.When I attempted to arrange the recall repair, Jaguar Land Rover advised they were unable to carry out the work due to a cyber-attack and could not provide any timeframe for when the repair could be completed, other than marking my case as “urgent.” They also stated they would not arrange a collection despite me highlighting my severe anxiety around driving the vechle and the need to travel on a central motorway to get to the garage. Roadside Assistance also refused to collect the vehicle on the basis that recalls are not covered.I am now left paying for a vehicle that Jaguar Land Rover has deemed unsafe, cannot be repaired within a clear timeframe, and cannot be safely driven. I have had no access to the vehicle since receiving the recall notice.I am requesting urgent resolution, including collection of the vehicle, provision of a courtesy car, a clear timescale for the recall repair, and compensation for loss of use. This situation is causing significant inconvenience and financial impact given that I am paying monthly for a vehicle I cannot use. I deparetley need a vechicle now that it is winter. I am also unable to do my food shopping and haviung to arrange delivery as I used my car for this.

Hi registration is Fm22bhd ranger rover velarIt's in under paul tobin motorsCharles and hurst JLR belfast are dealing with the car.To get straight to the main point the car has been in there hands for 4 months and is not ready to be driven yet.It is in under warranty something wrong with the gearbox? for 4 monthsI just want the car back.It's been 4 months also the breakdown service department is a joke no client care or consideration given what so ever.

Ref: Ticket 83769360Futher to my complaint re above ticket number today I received a voice mail for JLR Boucher Road to contact them to arrange a service date.I rang them & was told they had nothing outstanding for my vehicle and the only information they held was that I had cancelled my previous appointment, which was untrue.After spending 15 minutes explaining the circumstances surrounding this issue, I was then told the vehicle would need to left all day at JLR & would I need a courtesy car?I would need a courtesy car to get to work if the vehicle was to be kept all day & I was told in that case the service would then be February 2026.Pointing out that I had never cancelled any booking, had been trying to sort this out with JLR UK and having had no responses to any emails to JLR Boucher Road I was offered a date this month but would not have access to a courtesy car.This situation has been ongoing since August 2025 & has taken my time on emails that had never been responded to, being told I had cancelled prior appointments, which I find completely unacceptable & a very poor level of customer service.Astonishingly the person at JLR Boucher Road advised me to contact JLR UK to find out if there was a security service recall issue in the first place as any JLR Boucher had been notified of had now expired!Can you please update me.