I left a Vauxhall Vivaro into Vauxhall Belfast on the 11th Nov 25. I've made multiple calls and visits into the service department. Have asked for updates, and none have been forthcoming. Visited recently. Sat for an hour before the Service manager came out, and he only spoke to me after I approached him. No call backs received from any of the staff on the front desk. No updates. Techs who don't know what's wrong with the vehicle. I've asked for a date when I'm to receive the vehicle back and no one can answer that. I've spent approx £70k over the last two years buying vans. I'm in the process of buying another two vehicles as I write this. I'm out three monthly payments so far. I've had to SORN the van as I'm getting fines for it not being taxed. Very frustrated.

Good MorningPlease see the below email received via our team mailbox.Can we leave this with you to action accordingly.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: GDPR HelpSent: 23 January 2026 09:48To: F and I ComplaintsCc: Data Privacy Team; GDPR HelpSubject: FW: CAS-37631-M0H7J8Importance: HighGood morningPlease see below the complaint element and the associated request for a goodwill gesture for your review and handling.Kindly let us know if you require any additional information or documentation from our side.Thank youJarkaGDPR HelpLookers Motor Group LimitedLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke, ST4 4GUT: 0161 291 0043lookers.co.ukFrom: boss@innisfree.me.ukSent: 22 January 2026 17:04To: GDPR HelpSubject: RE: CAS-37631-M0H7J8Importance: HighExternal Sender: Confirm legitimacy before acting.Dear Data Privacy TeamI would like to make a formal complaint about the problems I have had trying to get a Conformity certificate for the following car a Vauxhall Mokka, Registration no CSZ8691. This car was purchased from your Vauxhall dealer in Belfast and then moved to Southern Ireland. The owner of the car had to be brought to England urgently in his car by his daughter as he was dying, sadly he died 10 days after arriving in the UK. As a close family friend I have been asked to register the car with DVLA to sell the car on the families behalf.I first contacted the Vauxhall dealership in Belfast in mid-December where the car was purchased from and was told to email GDPR@charleshurst.uk which I did on 31st December 2025 . I explained the situation above and from that moment on although all staff were courteous I have been passed across numerous departments of your group in both Ireland and England, every contact resulted in me being told that it wasn’t their department that deals with this and gave me yet another contact point .This process has gone on for more than 22 days with me being told yesterday that I would have to contact the Stellantis group, as this was the official website to pay for and order a certificate, at the cost of £195 (copy attached), and that this was the only option, despite my protestations that the UK Government website states the following.“Up to 10 years after the date of manufacture of the vehicle, the manufacturer shall, at the request of the vehicle owner, issue a duplicate of the CoC in paper format for a payment that does not exceed the cost of issuing the duplicate certificate. The word ‘duplicate’ shall be clearly visible on the face of any duplicate certificate. Published 22 March 2022” https://www.gov.uk/guidance/certificate-of-conformity-for-new-vehiclesThe young man who I spoke to on the phone a few days ago then spoke to his manager and his manager said the above quote was incorrect and it was not a requirement to supply a copy certificate.As you will see from the attached email chain, this has been a very difficult time for the family, who are struggling following a bereavement and equally a difficult financial situation and needed the vehicle selling ASAP. I feel this has been very poorly handled with little compassion and consideration for the circumstances. I’m sure this matter could have been brought to an early conclusion without all this hassle and the cost that has been incurred. Therefore I request as a goodwill gesture you reflect on the processes to deal with such situation and that you reimburse me in whole or part for the cost of the certificate that has had to be purchased . Copy attached.We are happy to supply copies of any of the information requested in your email , such as death certificate etc. if this is required?RegardsJohn BarkerFrom: boss@innisfree.me.uk [mailto:boss@innisfree.me.uk]Sent: 22 January 2026 15:35To: lbarker@innisfree.me.ukSubject: FW: CAS-37631-M0H7J8From: GDPR HelpSent: 21 January 2026 17:06To: boss@innisfree.me.ukCc: GDPR HelpSubject: CAS-37631-M0H7J8Good afternoonThank you for your request which we received on 14/01/2026 and has been logged under GDPR Ref CAS-37631-M0H7J8.To enable us to carry out a reasonable search and locate any documentation we may hold that is relevant to your request, we kindly ask that you provide appropriate supporting documentation. This may include, but is not limited to, a power of attorney, grant of probate, letters of administration, a death certificate.Please reply to this email with the requested information so that we may proceed with processing your request.Once we have received and reviewed the required documentation, we will confirm that your request is being processed and advise you of the date by which we expect to provide a full response.If you have any questions or need further assistance, please do not hesitate to contact us at GDPRhelp@lookers.co.ukYours sincerelyData Privacy TeamGDPR HelpLookers Motor Group LimitedLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke, ST4 4GUT: 0161 291 0043lookers.co.ukGDPR HelpLookers Motor Group LimitedLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke, ST4 4GUT: 0161 291 0043lookers.co.uk

A service agent rang me last week I booked a service for 8 15 am wed 21st Jan I arrived having got up early to find I was not booked in at all as I am 87 years old it was quite a job to get over so early I have been getting motability cars serviced in Hursts well over 20 years and this is my first let down don't know really. What to do now as no record of car is on lists

Didn’t end up buying a car here but the option was good, too many calls and emails whilst I was busy with work or my children which was very annoying

Great business and people

Charles Hurst has a good reputation for making the customer feel appreciated

Michael was helpful and knowledgeable.Disappointed with trade in value.

made appointment for error message that keeps appearing, regarding tyre pressure error. message disappeared on the way in with the vehicle and service was carried out and diagnostic was carried out and then told that no issues could be found, within minutes of leaving the branch the error message came straight back up on the display. also got text message from site and wasnt any line regarding diagnostic so unsure if it was actually carried out.

Hi,I have reported a breakdown (car reg: FD18 WVT) due to a warning sign from the engine saying "Reduced engine power" to RAC on 5th January 2026 following which a staff came in from RAC and escorted us to get the car to Charles Hurst Vauxhall Belfast for repair. After 48 hours I called Charles Hurst(ideally I should have been given a call before that) and they said they are going to submit a claim to RAC. I have been trying to get an estimated timeline on this and after several calls I am told I will be given a call this Wednesday/Thursday tentatively and the delay is because RAC has not responded back on the claim.When I am calling Charles Hurst to understand the possibility of a courtesy car/ taxi refund they are asking me to contact the RAC directly.When I called RAC they gave me this email to send my query and also said that any courtesy car/ refunds I should have contacted in 24 hrs which the agent who came in did not let me know neither is mentioned in the contract.Right now I have a so called "platinum RAC" extended warranty with no idea on the timelines of when the car will be repaired/ whether RAC will cover the repair/ no courtesy car and no other benefits and paying taxi fare every single day for commute in addition to the overhead of calling Charles Hurst and RAC to get an update. In the contract of RAC it is mentioned about the possibility of £50 per day if you have a valid claim which I don't know whether is valid or not at this stage. I have been in this situation for the last 7 days.The car was bought in less than 2 years of time and the enthusiasm with which the car was sold and also in encouraging to take the extended RAC coverage has disappeared when the customer is actually facing a problem which is a shame. I have included both Charles Hurst and RAC in the email so that situation is transparent to all. I am hoping for a response for this email, thanks in advance.Thanks & Regards,Anand Sasikumar

I got the car in November 2024, it was a brand new car. I contacted the dealership with an issue in April, relating to the cars ability to recognise speed limits on the road, it was reading these incorrectly, with numbers like 11, 12, 19. This issue has been ongoing ever since.The car has been back to the dealership and uncountable amount of times at this point and the issue is still not resolved, in fact at times the issues has been exacerbated. I've been told the whole time the car needed a software update, however despite this being done 4/5 times it's still not been fixed, at times when getting the car back after this update the issue is worse and has caused the car to have even more different numbers for the speed limits like 31, 37. The last time the car was in, the software update was done, the next day the car stopped working completely. It wouldn't turn on, eventually got it on and none of the electrics worked, none of the screens turned on, the radio didn't work, nothing. I then had to pay for the car to be recovered myself and brought to the dealership, even though it was admitted by the team that the car stopped working because of that update. The car went back at the end of October for this and I still haven't got it back. I was told in November the car needed a part, which would take 10 business days to arrive. I contacted the person from the servicing department for an update in December, the part was still on order, asked for a reason why - no response. Followed up again - no response. The temp car I'm driving is now saying it needs a service, contacted the person again on the 30th December - no response. Called on Tuesday 6th January, got told he'd phone me back. He has not, I contacted again this morning and got told he's unavailable. This is the second complaint I've raised regarding this issue and the poor communication I've received throughout this. The response to the last complaint was that a customer care complaint would be raised with Vauxhall directly (which I've also had no update on) and that the service team member will improve the communication and keep me in the loop more. However as I've just mentioned this has not been the case. I'm getting increasingly frustrated and I do think I've been more than patient with this, however I will be taking this further if I don't have a suitable resolution soon. The car has been "mine" for a year and yet I haven't had the car in my possession full time since April. I've been told that "everything is fixable" too many times to count and yet I'm still without a fixed car.