GDPR are dealing with their side of the complaintStephen McMillan3 Meadow CourtNewtownardsBT23 8YE25 February 2026The Data Protection OfficerLookers LimitedLookers House, 1st FloorLookers Stoke, Bede RoadStoke-on-TrentST4 4GUFORMAL COMPLAINT — UNLAWFUL DISCLOSURE OF PERSONAL DATA & FALSESTATEMENT MADE TO A THIRD PARTYDear Sir/Madam,I write to make a formal complaint against Charles Hurst Usedirect Dundonald, trading aspart of the Lookers Group, in respect of two serious matters: the unlawful disclosure of mypersonal data to a third party, and a written false statement made about me to that samethird party by a named member of your sales staff. I require this matter to be treated withthe urgency it deserves given its regulatory implications.1. BackgroundIn September 2025, I purchased an Audi A3 from Charles Hurst Usedirect Dundonald, 788Upper Newtownards Road, Belfast, BT16 1UD, including a hire purchase financearrangement. The vehicle presented multiple technical faults and I exercised my statutoryright to reject it under the Consumer Rights Act 2015. The rejection was accepted by thedealership. I received a full refund, the hire purchase agreement was cancelled, and Ireturned the V5C Registration Certificate to the dealership. I had no further interest in, orconnection to, the vehicle. As far as I was concerned, the matter was fully concluded.2. The Data Protection BreachOn 25 February 2026 — approximately five months after I parted ways with the dealership— I received an unsolicited telephone call from a member of the public who informed me hewas a prospective buyer of the same vehicle. He advised me that a Sales Executive atCharles Hurst Usedirect Dundonald, one Cormac Deegan, had sent him an email containinga photograph of the V5C Registration Certificate for the vehicle. That document clearlyshows my full name and home address.The prospective buyer was subsequently able to locate my telephone number by searchingmy name online, having obtained it from the V5C that your employee emailed to him. I havebeen provided with a copy of that email by the prospective buyer, along with the attachedV5C, and I hold this as evidence.The proactive emailing of a document containing my personal data — specifically my fullname and home address — to an unconnected third party constitutes an unlawfuldisclosure of personal data under Article 5 and Article 6 of the UK General Data ProtectionRegulation (UK GDPR), and a breach of the Data Protection Act 2018. There is no lawfulbasis under which my personal data should have been shared in this manner. I did notconsent to this disclosure, and no other legitimate basis applies.I also note that the V5C still shows me as the registered keeper of this vehicle some fivemonths after I returned it to the dealership. This suggests Charles Hurst failed to properlynotify the DVLA of the change of keeper following my rejection of the vehicle, which is afurther compliance failure I expect you to address.3. The False StatementIn the same email sent by Cormac Deegan, Sales Executive, to the prospective buyer, awritten statement is made to the effect that the vehicle had been registered in the name of atrader. This is factually false. I am not a motor trader. I have never been a motor trader. Ipurchased the vehicle as a private individual for personal use.This false written statement about me was made to a third party without my knowledge orconsent. It misrepresents my identity and status in a manner that could cause reputationalharm. The fact that it is contained within a written, dated, professional email bearing theCharles Hurst brand and Cormac Deegan's title and contact details makes this a seriousmatter. I reserve the right to seek independent legal advice regarding this aspect of thecomplaint.4. Impact and DistressI wish to make clear the significant distress this matter has caused me. On 25 February2026 I received an unsolicited telephone call from a complete stranger, asking mequestions about a vehicle I had rejected and returned to the dealership approximately fivemonths earlier. I had no warning, no context, and no reason to expect such a call. It wasalarming and deeply unsettling to discover that a member of your sales staff had distributeda document containing my full name and home address to a member of the public.What I find particularly distressing is the knowledge that Charles Hurst UsedirectDundonald — a professional, established dealership operating under the Lookers Groupbrand — has been circulating my personal details to prospective buyers whilesimultaneously describing me in writing as a motor trader. I am a private individual. I am nota motor trader, I have never been a motor trader, and I have no wish to be identified as one.The prospect that my name and address may have been shared in this manner with otherparties beyond the individual who contacted me, with an accompanying false description ofmy occupation, is a source of considerable ongoing anxiety.I would also note that as a direct result of your employee's actions, a stranger was able toidentify my telephone number and contact me at home. This is precisely the kind of harmthat data protection legislation exists to prevent, and I do not consider it a trivial matter.5. What I Require From YouI require the following from Lookers plc and Charles Hurst Usedirect Dundonald:(a) A full written explanation of how and why my personal data came to be shared with aprospective buyer of the vehicle via email, including confirmation of what internalauthorisation, if any, was given for this action.(b) A full written explanation of why the V5C was not updated with the DVLA following myrejection and return of the vehicle in September 2025.(c) Confirmation of what personal data relating to me is currently held by Lookers plc andCharles Hurst Usedirect Dundonald, to whom it has been disclosed, and confirmation thatno further disclosures will be made.(d) Confirmation of what steps, if any, have been or will be taken internally in response tothe actions of the member of staff responsible for this disclosure and the false statementmade about me.6. Subject Access RequestIn accordance with Article 15 of the UK GDPR, I hereby formally submit a Subject AccessRequest. I request that Lookers plc and Charles Hurst Usedirect Dundonald provide mewith all personal data held about me, including but not limited to any internal records,notes, communications, or categorisations relating to my purchase, rejection of the vehicle,and any subsequent references to me made internally or to third parties. You have 30 daysfrom receipt of this letter to comply.7. EscalationIf I do not receive a substantive response to this complaint within 14 days of the date of thisletter, or if your response is unsatisfactory, I will not hesitate to take the following steps:(i) Refer the unlawful disclosure of my personal data to the Information Commissioner'sOffice (ICO) for formal investigation under the UK GDPR and the Data Protection Act 2018.(ii) Submit a formal complaint to the Financial Conduct Authority (FCA) regarding theconduct of Lookers plc as an FCA-authorised firm in connection with the hire purchaseagreement entered into as part of my vehicle purchase. The FCA expects firms it regulatesto treat customers fairly and to handle their personal data responsibly. I consider theactions described in this letter to fall materially short of that standard.(iii) Pursue a civil claim for compensation under Article 82 of the UK GDPR in respect of thedamage and distress caused by this breach, a right I reserve in full.I trust that as a business regulated by both the ICO and the FCA, you will treat thiscomplaint with the seriousness it warrants and respond accordingly within the timeframespecified.Yours faithfully,Stephen McMillan3 Meadow Court, Newtownards, BT23 8YE

Got passed from person to person, still waiting on a video.

I am writing to formally complain following my appointment today at Charles Hurst Vauxhall regarding my vehicle, registration PN24 OBV, which I purchased from Charles Hurst Used Direct on 5 December 2025 for £27,000.I purchased this vehicle specifically for my wife, who is currently heavily pregnant, to ensure she could travel safely during her pregnancy and in preparation for the arrival of our baby in March 2026.On Tuesday 3 February, the driver’s side window controls failed and no longer operate. I contacted Charles Hurst on Wednesday 4 February and was advised to book the vehicle in at Charles Hurst Vauxhall for today (11 February) for a vehicle health check and assessment of the fault.Since 3 February, the driver side windows have been unusable, which has caused considerable inconvenience. Given that my wife is the primary driver and is heavily pregnant, this also raises genuine safety and welfare concerns. She is due to give birth on 31st March 2026.When I attended today, I was advised that because the vehicle is under a Volkswagen manufacturer warranty, I would need to take the car to a Volkswagen dealership or otherwise be charged for repairs. I would note that I had booked time off work to attend this appointment, which has now been wasted.This advice is not correct in law. As the vehicle was purchased less than six months ago, the matter is governed by the Consumer Rights Act 2015. Any fault arising within this period is presumed to have been present at the time of sale, and responsibility for resolving the issue rests with Charles Hurst as the supplying dealer, not the manufacturer. The Act requires that faults are remedied free of charge, within a reasonable time, and without significant inconvenience to the consumer.I have since contacted Agnew Volkswagen, who have advised that their earliest available appointment is 17 March, which would be over six weeks since the fault was first reported. This is clearly not a reasonable timeframe, nor is it acceptable service in the circumstances.Given the age of the vehicle, the short time since purchase, and my wife’s condition, the current situation is causing significant inconvenience and raises safety concerns. A wait until mid-March is not reasonable.Please confirm by return how Charles Hurst intends to resolve this matter by one of the following:Arranging and covering the cost of repair directly; orArranging and funding the repair through Volkswagen on my behalf; orProviding a suitable courtesy vehicle while repairs are completed.I would appreciate a prompt response so that this matter can be resolved without the need for escalation.Kind regards,Aiden Doyle

I am writing again regarding my vehicle (registration BG16 GXX purchased from your Dundonald Used Cars department). Unfortunately, the experience has been extremely disappointing, both with the car itself and the level of service I have received.Shortly after the purchase, the radio/sat nav system failed within two days. While your complaints department eventually resolved the issue by arranging a new unit, the Dundonald branch mislead me for months insisting that parts were on order from China when this was not the case.Rust was also present on the bonnet. Dundonald attempted to repair this themselves, but the work was of poor quality and again had to be escalated before it was put right.In addition, I raised concerns with Gary Martin regarding issues highlighted by a VAG garage which needed repaired and should have been done under the extended warranty that I purchased. The car was sent to the garage on Boucher Road for repair, however the repairs have not been done correctly and following a recent bumper to bumper check the same problems have been identified again.I can send the reports if required for your review. I would appreciate a prompt resolution to these ongoing problems.Work highlighted by garage 2024* Pinhole in NSF inner cv boot- outer has been replaced and likely damaged when done by CH* PSF wishbone rear bush minor cracking* Rear prop shaft coupling crackingWork highlighted by garage 2024* PSF wishbone rear bush perished* Rear prop shaft damper perished* water pump chirpy ( this should have been done with timing belt (which was done by CH as part of agreement with dealership for purchase)* Start button slow response timeYours SincerelyNatalie Deronja07702491260

I was acknowledged and taken immediate care of throughout

Evening DavidI’ve looked over the report from RAC about the battery in the A3 which I collected on Monday afternoon.It states the battery failed their tests and they recommend a replacement.The battery results were showing as 0% state of health and 0% state of chargeWill this cause any problems with any sensors in the car due to the battery being completely dead?The problem I have is that I’m going to be working 12 Hr shifts the next 3 days along with Monday and Tuesday.The RAC technician stated he did not think the battery would last even til Saturday to even make it to your dealership for a replacement.Is there anyway a replacement battery could be done at my property?This is already causing considerable disruption as my wife was unable to attend the office today and we had no car to bring the kids to and from school as I had to take hers for a 7am start,Part of the reason for buying a car thru a dealership such as yourselves was that the car would have been checked over prior to purchase.As per your terms and conditions (Vehicle Sales T&Cs | Northern Ireland| Charles Hurst) I only have 14 days to return the car if I am unhappy with it, I’m assuming anytime the car isn’t on the road doesn’t eat into this 14 day period?Thanks

I bought my car on 2nd January 2026, within a day of owning it, I realised one of the Air Con buttons was broken, and the following day, Jan 3, I got a fault on the dash for the emergency SOS system. I got it booked in for diagnostic and travelled back to Dundonald to have it looked at. I was informed they would need the car for the full day, so had to rebook and instead at Charles Hurst Lexus Belfast as it was closer to home.When rebooking, I had to mention an additional issue I had since discovered where a plastic trim for the back of the taillight had fell off and seemingly had previously been double-sided taped back on (I had emailed my salesperson, Jack Cunningham, about this and he never replied). I had noticed an acute suspension noise during this period but already had my diagnostic booked, as it began getting worse and louder. I emailed Jack at Dundonald (and never received a reply), and a follow up email to his supervisor, Andrew Cochrane. Someone else, namely Andrew Bingham, I assume from Service and Parts emailed me back and stated that the issues had been looked at and a warranty claim is waiting to be approved, and no other issues were identified. I emailed back and stated that the suspension issue, I had not yet had checked but was not happy with the quality of the car and was reserving my Right to Reject within 30 days as faults were reported in good time. He asserted that they were going to pursue the route of fixing the vehicle instead. I gave him a call to discuss and he put me through to the booking line. I now have an appointment 2 weeks away and will have to lose use of the car for a full day and drive with these issues in the meantime. I called Andrew back to inform him I got booked and also to state that I was unhappy with the condition the car was sold to me in and that I felt like some necessary checks had not been thorough or overlooked.He repeatedly told me that the issues were only minor and that the car had only been in once in my ownership. I described to him the inconvenience of having to book my car in and lose use of it for a full day, as well as having to book it a second time for a separate issue within a month of owning the vehicle. I stated I wasn’t happy with the condition and wasn’t sure if i should be driving the car, he advised me to call to Dundonald on Friday to have it looked at with their team to make sure it wasn’t severe, which again is another inconvenience for me that is far away. I told Andrew, while the issues were minor, 4 minor issues is a major issue for me, and i’m not fully convinced that the suspension noise is a minor issue. Andrew told me again that the other issues were minor and that if i was that concerned about the suspension that I should call RAC and have it recovered to Charles Hurst. I wasn’t happy with this approach and repeatedly had to state that I wasn’t happy with having so many minor issues so soon on.I am feeling rather distraught after financing this vehicle for over 18000 pounds all but a month ago and having so many issues with it so far and having no provisions made to me. I feel like the whole experience has been a host of inconveniences and difficulty trying to get these problems resolved. My emails have been ignored previously, I am worried about driving the car with no SOS and faulty suspension. The other issues, while still not happy, are simply comfort ones, so i’m fine to wait. The issues I am having have been down played over phone conversations and each time I have to book it in I lose the car for a full day and have to wait a long time to have it repaired due to warranty approval etc.Thanks to the person handling this complaint for me. I hope there is maybe something you could do for me. I would like to add that Andrew Bingham was very accommodating to me in the short despite our mobile phone conversation leaving me somewhat upset.

Car for sale had a recall notice which the sales rep knew nothing about and said that couldn't be possible as it is always checked before sale. Lost complete trust from this point on.

I had booked a test drive for a specific automatic car. When I arrived, I was told it was reserved and unavailable for a test drive, which Cormac said he deliberately did not informed of beforehand as he wanted to get me in to view other cars. I wasted an hour travelling each way for no reason as I had no interest in viewing any other car. I was then shown a car that he said was “brand new in that day,” which was another lie as I had already seen on your website the week before. I was given conflicting advice about automatic vs manual cars, which felt misleading and patronising. Overall, the experience was frustrating and disappointing and I would not recommend Charles Hurst Dundonald to anyone.

I am writing to make a formal complaint regarding my experience at Charles Hurst Dundonald on the evening of 15 January with salesperson Cormac.I travelled from Dunmurry for a 7pm appointment to view and test drive a specific automatic Peugeot 208, which I had enquired about on Tuesday and booked for a test drive over the phone on Wednesday. My partner travelled from Portadown to attend with me. Between travel time and the appointment itself, this resulted in close to two hours spent travelling and attending.Prior to attending, I had been very clear that I was keen to purchase the vehicle if the test drive went well, with the intention of leaving a deposit on the night and paying the remaining balance over the weekend. I also declined another car viewing to attend this appointment.Only after arriving at the dealership was I informed that the automatic vehicle I had travelled to view was already reserved and therefore unavailable for a test drive. Cormac stated that he had not informed me in advance because he “really wanted to get me down” to show me a different car instead. Had I been told this beforehand, I would not have travelled.I was then shown an alternative Peugeot 208, which was a manual, had very high mileage, and was visibly damaged. I had already viewed this vehicle online a week previously and had no interest in it due to the mileage.I was also given contradictory information regarding automatic vehicles. The day prior, I was sent a personalised video and had a phone conversation strongly promoting the automatic, including being told that once I drove an automatic I would not want to return to a manual. However, in person I was told that an automatic would not be suitable for me as I had never driven one before, and that I should stick to a manual vehicle. This contradicted the information I had received previously.After the appointment, I was told that the automatic vehicle was reserved on finance and that if this fell through, I could return on Saturday for a test drive. However, my trust had been broken due to the lack of transparency, and I have no interest in engaging further with this salesperson.I feel this experience was misleading, a significant waste of time, and involved pressure to shift dead stock. This falls well below the standard of service I would expect from Charles Hurst, and I felt it was important to raise this formally.As a reputable dealership, I would expect transparency, honesty, and professional guidance for serious buyers. I would appreciate confirmation that this complaint has been received, along with details of any formal action taken to prevent this type of situation in the future.Kind regards,Aimee Donnelly