Hi I took out a policy with bumper for a ceramic polish and alloy wheel refurbished through lookers at Chester the problem I have is I have damaged one of my wheels I put in a claim and the upshot is either Birmingham or Leicester to which I will be without my car for 3 days which is total unacceptable I have asked if I can use my own repair shop near me if they say no I don't know what to do can you help please

Good afternoon,I refer to our emails below.I have split out my understanding of your complaint, in addition to the emails you have sent.Complaint Elements:1. You purchased a vehicle from our Lookers Dacia Chester dealership on 29 September 2023 which was a Jaguar E Pace with vehicle registration GD19 VZA. You state that when you purchased this vehicle, you was not informed that the dealership or broker would receive a commission for arranging your finance, nor that they may have had discretion to increase the interest rate for their own benefit.2. You have said that the terms of the agreement, including the balloon payment, the mileage restrictions and the total cost were not fully explained to you at the point of sale. You also do not believe sufficient checks were carried out to ensure the finance was affordable for your circumstances at the time.3. You have since had a couple of valuations of the car to be told that the vehicle is only worth less than the balloon payment. You have tried to part exchange the car after paying £368.07 for two full years to be told that it is in too much negative equity.4. You feel you was mis-sold the finance as it was explained to you that you could hand the car back or part exchange half way through the agreement which is two years – you are at this point now.5. You have also requested to see that signed documents/agreement we hold regarding your agreement and what you have signed to say the finance was explained to you properly.6. You asked numerous times if the car was taxed and it was never disclosed to you until you came to pick the car up and it needed to be taxed there and then. It was only then disclosed to you that it was £500 for the next two years – you wasn’t informed of this beforehand.7. You was not given all the service history relating to the vehicle.Please note that Element 1 of your complaint, which relates to the commission remains on hold under reference CAS-36669-V5Z2S6. The Financial Conduct Authority (FCA) have confirmed for complaints involving Discretionary Commission arrangements (DCA) and Non-Discretionary-Commission Arrangements (Non DCA), the standard 8-week timeframe for resolution has been extended until 4th December 2025. Please note that this deadline may be extended.You can learn more about the FCA’s extension by visiting Car finance claims | FCAElements 2-5 remain ongoing and I will provide you with my final response relating to these complaints – these will be covered under reference CAS-36668-P0Q7P4.Elements 6 & 7 are not regulated elements therefore I have copied in our Customer Feedback Team who will review and investigate these separately. These elements will not be addressed in my final response letter.I trust this clarifies our position.Kind regards,Sonia MahmoodComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07739434061lookers.co.ukFrom: Sonia MahmoodSent: 20 October 2025 19:55To: Natalie ShonickSubject: RE: Complaint Reference: CAS-36669-V5Z2S6Hello,Thanks for your email below.I confirm that we are still investigating your complaint.Thank you for your continued patience.Kind regards,Sonia MahmoodComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07739434061www.lookers.co.ukFrom: Natalie ShonickSent: 03 October 2025 11:07To: Sonia MahmoodSubject: Re: Complaint Reference: CAS-36669-V5Z2S6External Sender: Confirm legitimacy before acting.Good MorningYes that is correctI want to add that aswell I did asked numerous times & via email too, if the car was taxed and it was never disclosed untill i came to pick the car up and it needed to be taxed there & then to my horror it was then disclosed to me that it was £500 for the next two years at this point the finance was already paid outI also was never given all the service history and I have since had a couple of valuations and again to my horror that they have said my car is only worth now less than the balloon payment you require at the end because I have looked on the settlement sheetI have tried to part exchange my car after paying £368.07 for two full years on time and never missed a payment to be told, it wont happen because it is in to much negative equity and they expect to me pay another 5k before anyone would never consider itI am very annoyed that I have been put in this situation when I asked numerous times am I ok to swap/ part exchange my car and he said yes half way through your agreementI have spoken to Northridge and they told me that i have been informed wrong and it is in actually fact £13,000 paid off the car, at no point was this ever told to me and I choose PCP so I could after two years change my carI have hardly used it only done 15,000 miles in it in two years and so I wanted to swap to a more efficient car with a lower running cost but I am now being told I have been missold the car and it was way overpriced for the high mileage it was on when I bought it as the new dealership can see when I bought it and how much! They even said you have been ripped offSo after the finance company and dealership telling me the same that I have been misinformed and missold I want to take this through the processI want this fully investigated and all proof you have on every single point raisedIf I want to change my car I should be able to, I have paid nearly 9k on this car in payments so I want to swap it or hand it back and im being preventedYahoo Mail: Search, organise, conquerOn Fri, 3 Oct 2025 at 9:51 am, Sonia Mahmoodwrote:Dear Ms Shonick,I write further to your complaint and confirm I am the case handler reviewing your case.We are keen to ensure that we are accurately addressing your concerns. As such, I have outlined our understanding of your complaint below.Our understanding of your complaintYou purchased a vehicle from our Lookers Dacia Chester dealership on 29 September 2023 which was a Jaguar E Pace with vehicle registration GD19 VZA. You state that when you purchased this vehicle, you was not informed that the dealership or broker would receive a commission for arranging your finance, nor that they may have had discretion to increase the interest rate for their own benefit.You have said that the terms of the agreement, including the balloon payment, the mileage restrictions and the total cost were not fully explained to you at the point of sale. You also do not believe sufficient checks were carried out to ensure the finance was affordable for your circumstances at the time.You feel you was mis-sold the finance as it was explained to you that you could hand the car back or part exchange half way through the agreement which is two years – you are at this point now.You have also requested to see that signed documents/agreement we hold regarding your agreement and what you have signed to say the finance was explained to you properly.Next stepsPlease can I ask that you confirm that we have understood your complaint correctly, and if there are any additional points or amendments that you would like me to consider.Additionally, please can I request that you provide any supporting information or evidence that you wish for me to consider during my investigation. Please also confirm all telephone number(s) that you have previously used to contact us or that we have used to contact you.Please note that if I do not receive a response within 72 hours, I will proceed with my investigation based on the complaint points that we have outlined above and the information that is available to me.Kind regards,Sonia MahmoodComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07739434061www.lookers.co.uk

69 years old and purchased lots of new cars, went to Lookers showroom and a gentleman approached and was told the vehicle she wished to purchase. The SE came to the entrance of the door and just pointed to a car in the car park whilst he stood at the doorway and didn't join her. Went through the details in the Showroom with the SE and her son and her son suggested she purchase MDP but she decided to cancel that afterwards. SE phoned to say the car would be ready on the 1st Sept and asked her to come in at 11am the day before to sign paperwork but the SE wasn't there. Another SE had to deal with the sale after waiting for a long period of time. Was told to collect the car on the Monday at 2 but didn't feel the handover was sufficient and felt rushed. Also asked if she could pay for a service plan but was told multiple times her car wasn't on the system and had to return 3 times to set this up. There was no manual in the car, she just received an email with this on instead. When she informed the SE she wishes to cancel the MDP the SE had an attitude and didn't seem happy about it. V5 sent to the wrong address as they had put it in incorrectly on Showroom. Waiting for the person who it was delivered to to return it to the DVLA so that it can be rectified. Was told she would receive a call about this but still hasn't received the V5 or the call

I had booked an appointment for test drive in Chester. but the sales told me the car had moved to stockport branch. I feel upsad and one I check the officials site which the stepway still show in chester brand.

The whole experience was very well facilitated, Scott gave us all the details we needed and provided quotes. The test drive was well managed and we never felt pressured to make decisions. Plus the coffe is excellent.

Absolutely brilliant service. I am still market in the market for car but Terry Fleming the Salesman has given me a couple of great options so I am still debating which way to go and will be back in touch soon.

Efficient friendly staff, very helpful

Spoke to a Human who had an reply that suited me

Scot was most helpful and knowledgeable.

Staff have been very helpful, arranging a long distance sale, I’m in Blackpool.