Didnt read my email properly.

I am raising a formal complaint regarding the mis-selling and subsequent destruction of service history records for a vehicle I purchased from Lookers Audi Farnborough.The vehicle was sold to me on the explicit understanding that it came with a Full Service History (FSH). However, the physical paperwork and service invoices were never handed over to me.When I raised this with the General Sales Manager, Ian Potter, he confirmed in writing that the previous owner did hand over the paperwork for the FSH to the sales executive. However, Mr. Potter admitted that Lookers staff subsequently destroyed these documents, citing a misunderstanding of GDPR policy, rather than simply redacting the previous owner's personal details.CRITICAL NOTE REGARDING EVIDENCE: This web form does not allow me to attach files. I possess email screenshots proving your General Sales Manager admitted to destroying the vehicle's paperwork. Please contact me directly with an email address or secure link so I can forward this evidence to your case handlers.Because Lookers destroyed the physical service records of this vehicle, the car no longer holds its FSH status. A digital AIR printout is not sufficient to maintain the documented history of a premium vehicle. As a direct result of Lookers' administrative negligence, the true retail value of the car has been permanently damaged.Based on independent valuations, the lack of physical service paperwork drops the retail value by 10% to 15%. Therefore, I am seeking financial compensation of £3,300 to cover the direct financial detriment I have suffered due to Lookers destroying the vehicle's history.Note: I have also submitted a formal Subject Access Request (SAR) to your Data Protection Officer today to retrieve the internal CRM vehicle appraisal notes and archived media files, which will further confirm the vehicle was logged internally as an FSH car upon intake.If we cannot reach a fair resolution, I will escalate this matter to my credit card provider under Section 75 of the Consumer Credit Act 1974 for misrepresentation and breach of contract. Furthermore, as Lookers is an FCA-regulated business, I will simultaneously raise a formal dispute with the Financial Ombudsman Service (FOS) regarding your failure to treat a consumer fairly.Specific points I will raise with my bank and the FOS, backed by written evidence:Admission of Receipt: Written confirmation from Ian Potter that the previous customer explicitly stated they handed over all paperwork for the FSH to your sales executive.Deliberate Destruction of Evidence: Written admission that your staff proceeded to "throw or delete" these vital documents rather than provide them to me, permanently destroying the physical provenance required for the vehicle's higher valuation.Misapplication of GDPR: Mr. Potter’s admission that this destruction was done "due to GDPR." Standard legal and automotive industry practice is to redact personal details, not destroy an asset's entire physical history.Misrepresentation at Sale: Selling the vehicle on the premise of a Full Service History while knowing the physical evidence required to prove that history had been actively destroyed by Lookers staff.

Nicks gave us all the info regarding the car and financial options. The staff is kind and well trained.

Sales person Tanzim was very good. It’s a shame the cars spec and price did not match the car I bought from a different dealership

After initial response no response dispute me giving the reg of a car I was interested in. I felt like I was having to do all the work after I had asked for a sample of cars that fitted my criteria.

Great experience. Myles was excellent in his approach- friendly and professional with no pressure. He was also very honest about the limitations in his product knowledge because he’s new to this brand.

Dear Audi FarnboroughRe: Follow up to formal complaint – Audi A5 FV74 VGF – Case 06647410It is now over one calendar month since Audi received my car for assessment following damage caused by Audi, and I have still not received a proper progress update or timeline for next steps. The most recent response says you are still waiting to hear from the factory, but this does not provide any clear timeframe or resolution.In light of the lack of progress, I now once again request:1. A refund or replacement vehicle with only a fair deduction for use where applicable.

Good communication, professional & knowledgeable

I recently visited Audi Farnborough for my MOT, choosing it over my usual dealership in Reading, and I can confidently say it was the best experience I’ve had.A huge thank you to Laurent Grant and the entire team for making my visit so enjoyable. From the moment I arrived, every member of staff I interacted with was warm, welcoming, and genuinely helpful. The level of customer service was exceptional — professional, attentive, and friendly throughout.What really stood out to me was how valued I felt as a customer. Despite having an older car and being a younger driver, I was treated with the same care and respect as anyone else, which made a big difference.Even though it’s about 20 miles from home, the experience was so positive that this will 100% be my go-to dealership from now on. I wouldn’t hesitate to recommend Audi Farnborough to anyone looking for top-tier service, as they really went the extra mile.Thank you again to Laurent and the team, truly a 5-star experience!

my requirement was nearly all wrong and there was not follow up. not sure what kind of training was given to the staff or the staff cared at all.