Hi, I purchased a vehicle from the used direct dealership, Comber Road, Newtownards on 18.12.2025. I also traded a vehicle in at this point and placed a SORN on the vehicle that same day. In February 2026 I received an email from DVA informing me the vehicle had been driven on a road on 25th January 2026 and that I was still the registered keeper having traded the car some 5 weeks earlier. Despite several emails and phone calls to the branch on the Comber Road they weren’t interested in trying to solve this issue. They couldn’t tell me what date they passed the car off to another trader and took no responsibility whatsoever for the vehicle being driven on 25.01.26 whilst still SORN but registered in my name. This has resulted in a fine of 75.00 which I will have to pay and would seek reimbursement from Charles Hurst. I have to say it is very much of a case of we got the sale from you now go away we want nothing more to do with you, it’s your problem sort it out yourself. I have been left extremely disappointed with the after sales lack of service and financially out of pocket for something which I had no control over.

Attended my concerned professionally..

I am writing to formally raise a complaint regarding my recent purchase of a new vehicle from your dealership, collected on Thursday 16th April.Unfortunately, my experience at the point of collection fell significantly below the standard I would expect. The vehicle was not cleaned or prepared properly prior to handover. This was disappointing, particularly given that it was a new car and I expected it to be presented in immaculate condition.In addition, one of the keys provided with the vehicle is not functioning. This is a serious inconvenience and should have been identified and resolved before the vehicle was handed over to me.Given these issues, I request The vehicle is professionally cleaned to an appropriate standard at no cost to myselfThe faulty key is replaced or repaired as a matter of urgency.I would appreciate it if you could arrange for these matters to be resolved promptly. Please confirm how and when you intend to address these concerns.I look forward to your response within the next 7 days.Yours sincerely

Our ref PNX-5877549-G1Q8Your ref HG68BHZDear Sir/MadamMs Z Campbell (Woods)'s complaint about Lookers Motor Group LimitedWe’ve been contacted by Ms Campbell (Woods) about a complaint.The complaintCase type: Hire Purchase (Motor) - Mis-saleCase summary: The complaint is in relation to the sale of the vehicle.The consumer purchased a car from Charles Hurst which was financed through Redline Finance.The consumer writes that shortly after possessing the car, the consumer experienced significant issued with the vehicle, which impacted on the car's fitness for purpose.The consumer raised these issues with the dealer, Charles Hurst within 30 days of taking possession of the car and requested that the vehicle be returned and the agreement unwound.The consumer is left driving a vehicle that is not fit for purpose. The consumer states that the finance company has confirmed that the agreement can be unwound, but the dealer has failed to return the vehicle.The consumer states that this matter has caused them stress and they disagree with the way the business has handled their complaint.Resolution - The consumer would like the agreement to be unwound and to accept the return of the vehicle without further delay.We’ve included some details below to help you identify Ms Z Campbell (Woods) on your records.Customer name: Zoe Campbell (Woods)Address: 9 Coolsythe WalkRandalstownAntrimBT41 3EBPhone number: 07526458108Email address: zoe19952003@yahoo.co.ukDate of birth: 28 June 1995Your reference: HG68BHZNext stepsPlease get in touch with Ms Campbell (Woods) to confirm you’re looking into the complaint. If you need more information, you should ask for it at the same time.You should send Ms Campbell (Woods) a final response within eight weeks of receiving this – or within eight weeks of the date they first complained to you, if this was earlier.For most complaints about payment services a shorter time period to send your final response will apply. Please see DISP 1.6 of the FCA’s handbook for more information.Kind regardsHannah Ahmed | Customer Help | 0800 023 4 567Financial Ombudsman Service | Exchange Tower, London, E14 9SR

Professional advice from your staff

Your young sales Jack Henderson was a complete gentleman with a good way with people and a brilliant knowledge of any /all of the vehicles that I was interested in... And his boss Phill went over and above to help me with financing a new carThank you

Lack of communication

Dear Sir/Madam,I am writing to raise a formal complaint regarding a vehicle I purchased from you last year — a 2021 Nissan Qashqai.Within a relatively short period of ownership, the vehicle required a full clutch replacement. This has come as a surprise, as I would not expect such a significant component to fail so soon on a car of this age and type.The vehicle has been driven normally and maintained appropriately, and I have been advised that this represents premature wear. Given the circumstances, I do not believe the vehicle was of satisfactory quality at the point of sale, as required under the Consumer Rights Act 2015.I would therefore ask that you review this matter and consider providing reimbursement, or a goodwill contribution, towards the cost of the clutch replacement.I can provide supporting documentation, including repair invoices and further details, if required.I look forward to your response and hope we can resolve this matter amicably.Yours faithfully,Margaret

Dear Sir/Madam,I am writing to raise a complaint regarding a vehicle I purchased from the Charles Hurst Used Direct Newtownards 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 Newtownards 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

Sam was very respectful and responded quickly give a few different options.