Did not get back to me about 3rd vehicle I wanted to see, so went elsewhere and got my car.

I visited the Dundonald branch a number of weeks ago looking for some options for an early upgrade for my PCP car contract. I was told a few options would be emailed out to me. I never received any emails or car options, or any further emails at all.

I hope you are well.I am writing in relation to the vehicle I purchased from you:Registration: TRZ8287Vehicle: Volkswagen ID.3 107kW Family Pro 58kWh 5dr AutoDate of Purchase: 30 April 2025At the time of purchase, there was a delay in handover due to an issue with the front parking sensor, which I understood to be an electrical fault that was subsequently addressed.More recently, the vehicle has developed a significant coolant leak. I have had the car inspected by Edwin May (Ballymena), who on initial inspection have raised concerns regarding the condition of the radiator and surrounding components. In particular, they have noted:signs of damage to the radiatora cracked VW badgeevidence of the radiator being secured using cable tiesmissing or incorrectly fitted fixings within the front assemblyAs part of their inspection, they queried whether the vehicle had previously been involved in a collision. For clarity, I can confirm that I have not been involved in any collisions or sustained any front-end damage during my ownership.They are currently carrying out further investigation to determine the extent and cause of the issue, including whether this could reasonably be attributed to wear and tear or whether it is more consistent with prior damage or repair.However, given what has been identified so far, and when considered alongside the earlier parking sensor issue, I am concerned that there may have been prior damage to the front of the vehicle which required repair before it was sold to me.For a 2022 vehicle, this type of radiator condition and failure would not typically be expected through normal use.On that basis, I would ask if you could please confirm:whether the vehicle had sustained any prior damage before salewhether any repairs were carried out to the front of the vehicleand whether any non-manufacturer parts or temporary fixes were usedIf any such work was undertaken, I would have expected this to have been disclosed at the point of sale.I will revert once I have the full findings from Edwin May. In the meantime, I wanted to bring this to your attention and understand your position in light of the above

Dear sir/madam,I am writing on behalf of myself and my son who has requested a refund on his vechile KN15 FLX due to it not only being faulty but a danger to drive. We have requested this as we the consumers rights act 2015 after seeking advice from both consumers rights and the citizens advice. I wish to give a break down of effects as my son suffers from an anxiety disorder with minimum further stress put in him.The car was purchased on the 11/27/25 and since then have been into mallusk on 4 occasions for minor issues and once for this major issue on 16/3/25 on which point where told the severity of the fault which is intermittent loss of power steering with no prior warning. They issured me on collection that the battery, alternator and wiring were all checked as this is what the fault was showing on the computer when plugged in. They also offered a staff member to take the car overnight to test the steering as I was nervous about my son driving the car again.I put my faith in them that it was prepared but unfortunately on the 26/3/26 I was driving the car and almost caused an RTA due to the power steering suddenly coming to a stop yet again. I was close to Mallusk hurst so I got the car that far, and yes I was irate at this point as I just had the frightening experience and asked to speak with someone who could deal with a refund request.A male then spoke to me and advised me to speak to Dundonald used direct where he purchased the car. I requested the staff to have a drive in the car to witness the defect which he did. His response after was that the steering was gone and to be careful driving home.After getting home at around 2pm I phoned Dundonald and Cromac answered who was the sales person Ben dealt with when buying the car. I told him the situation and he said Andrew Billingham would phone me. Two more phone calls and two emails by 6:30pm with no response I borrowed a car and made my way to Dundonald which I really didn't appreciate having to do.On arrival it was lie after lie so I was very irate. Firstly he said he heard nothing about anything until 10 minutes before I arrived. Then that neither mallusk or himself had any recollection or records of the car being previously in for loss of steering. I have to say I dont appreciate being made out a liar but luckily Ben has evidence on his email. I was told that I had no rights to request a refund and when attempting to show Andrew the customer rights act he refused to recognise it.I phoned who I needed to phone on the 27/3/26 to confirm that Ben is legally obliged on the refund, Andrew phoned me after this time and again tried to talk down on me. I told him he would be receiving an email from Ben, and then he replied withc"HAPPY DAYS".I am more than surprised such a big company as your selves would want such an arrogant and unprofessional person to represent your company. I hope you can help resolve this. Due to our whole experience we would neither have faith to accept a second attempt repair or replacement vechile. Andrew was sent an email on the 27/3/26 requesting the refund along with the evidence of the car being in previous for the loss of sterring.

Dear Sir/Madam,I am writing to raise a complaint regarding a vehicle I purchased from the Charles Hurst Used Direct Dundonald dealership just over a month ago.We initially contacted the salesman, David Porter who handled the sale, however I have not received a response, which has led me to escalate this matter directly to here.At the time of the test drive, the tyre pressure warning light for the front right tyre was already illuminated. Since taking ownership of the vehicle, this issue has persisted and it is now clear that the tyre has a slow puncture and requires replacement.In addition, I raised concerns on the day of viewing and collection regarding the condition of the front brake pads. These concerns appear to have been justified, as the brakes are now producing a consistent squealing noise and require replacement as there is no pad left.Given that both of these issues were present and clearly raised, prior to purchase, I find this extremely disappointing—particularly considering the reputation and scale of your company. These are matters that should have been addressed before the vehicle was sold, rather than becoming an issue after purchase.While the vehicle is within its 6-month warranty period, I must stress that these faults should not have been passed on at the point of sale.I’m sure you can understand this is quite disappointing, as the car has only been owned around a month, and these are issues which should have been resolved before I took the car home. Particularly the brake pads as concerns were expressed multiple times when viewing and collecting the car. Therefore, I do not see it fit to travel down to Dundonald again for issues that are remaining consistent from when I first viewed the car. I would take the car to my local mechanic and get the brakes done there. I would also go to a local tyre centre and get the tyre repaired or a new one, depending on what it needs. I would get this work done and send you the invoice.I look forward to your response.Kind regards,Adam Ewart

Dear Charles Hurst Customer Team,I am writing to raise a formal complaint regarding my recent experience with Charles Hurst Dundonald following the purchase of a used vehicle EMZ 5519 on 17/03/2026 and the associated new finance agreement.Firstly, despite the letter I received offering a £500 Finance Deposit Contribution (see attached) when renewing my agreement and ordering my next vehicle, this contribution was not applied to my purchase. When I queried this with the Dundonald branch, I was informed that the offer only applies when a customer trades in their existing vehicle. This is not stated anywhere in the letter, and no such clause or condition is mentioned. As a result, I believe I was misinformed and denied an incentive that I was eligible for.In addition, the overall customer service I experienced has been unacceptable. I made numerous phone calls to the branch without receiving a response, and on several occasions I had to call back myself to obtain updates. Currently I am still awaiting a call back having raised this matter with them. This is not the level of service I expect as a returning customer.Furthermore, I was advised that Guard X paint protection would be included as a returning customer, yet I was subsequently charged £500 for this. This was misleading and has left me extremely dissatisfied with the transparency of the sales process. I have reason to suspect no paint protection has been applied as on collection I pointed out marks to the wheel arch which the salesperson actually buffed out in front of me, also a significant scratch on the passenger rear door which I only noticed after I collected the vehicle.I request that this matter be reviewed urgently and that I receive a clear explanation along with appropriate resolution regarding the missing £500 Finance Deposit Contribution and the mis sold Guard X product.I look forward to your prompt response.RegardsColin Doak

I emailed on the 02/03/26 but I have yet to receive a response or even an acknowledgment.I am writing to formally address an unresolved issue regarding my recent transaction. When I traded in my previous vehicle as part of purchasing a car from Charles Hurst, it was agreed that your team would settle the outstanding finance on my old car, as stated in the settlement agreement I provided.However, I have recently learned that my former vehicle has already been sold by your garage to a new owner. Despite this, the outstanding finance remains unpaid, and I continue to be charged monthly repayments by the finance provider.This situation is causing unnecessary financial stress and does not align with our original agreement. I urgently request that you resolve the settlement of the outstanding finance on my previous vehicle without further delay.Since I have continued to incur these monthly charges due to this oversight, I will also be seeking compensation for these payments. Please confirm in writing once the issue has been resolved and provide evidence of payment to the finance company. I expect a prompt response and trust you will handle this matter with the urgency it requires.I have now received a formal letter from Alphera stating that my finance agreement is in arrears as it was not set up as agreed.

Treated very well by staff. Just a little too pushy to get the sale.

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.