Well pleased

10 out of 10 for service,

My car has been in with CH Vauxhall since the 15th of December for DPF cleaning and regeneration. This procedure takes 1 afternoon to complete. It is currently 28th of January 2026 and the car is still not ready. Updates were not given as promised, each phonecall i made to get answers has been disappointing to say the least. The customer service has been horrific with 0 care given to the case assigned but also a lack of accountability for the Significant time wasted without a vehicle.09/12 Vauxhall has numerous codes when checked. Driver mirror doesnt work. Strong diesel smell12/12 Vauxhall dropped off to CH Vauxhall for investigation. got told it won't be ready by EOD unlike they promised on the phone15/12 Got a call from CH Vauxhall to dat DPF needs replaced entirely. mirror was fixed and sensors can't be faulted.05/01 Rang CH Vauxhall for an update. work still not been completed.16/01 Rang CH Vauxhall as no updates were issued still. DPF regeneration to be done and rebuilt. expected by next Thursday.22/01 car supposed to be ready. no update.28/01 Calling CH to ask if the car is ready to pickup.Service manager nor the person handling my case are available for a call. message taken to call me back, doubt that will happen.Considering this car was a replacement for bsz4522 Peugeot that left me stranded three times... The lack of customer care or any kind of respect across Charles Hurst branches is evident and embarrassing.

There is insufficient space here to enter the full details of my complaint (inadequate car repair, annual service of the car and poor customer service). I have prepared a letter summarising the numerous aspects of my complaint which includes a detailed timeline together with pictures to evidence various aspects of my complaint. Please advise how this information can be provided to you electronically.

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