Good MorningPlease see below a non regulated complaint which has been received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: customerresolutions@vwfs.co.ukSent: 29 January 2026 15:49To: F and I ComplaintsSubject: An Audi Financial Services Customer has raised a complaint that needs your urgent attention FLE-1258799External Sender: Confirm legitimacy before acting.Customer Name: Ms ConettaVehicle Registration Number: SH71EAGOur Reference Number: FLE-1258799Dear SirsWe have received a complaint from Ms Conetta. She states that she was unaware her agreement included a maintenance package and believes the Service & Maintenance package of her Contract Hire agreement was mis-sold by Glasgow Audi. She also reports that she was led to believe she would be entitled to more than the single service she was able to claim in November 2023.The customer's agreement has now ended, and she is dissatisfied that she has been charged excess mileage relating to the Service & Maintenance element. We have reviewed these charges and can confirm that they have been correctly applied in line with the terms of her agreement.We believe the complaint to be the responsibility of yourselves and, as such, you are best placed to investigate and respond to the customer.In line with FCA regulations, we are transferring the complaint to you; in the understanding you will resolve this with the customer. We have also provided the customer with your contact details and advised them to expect contact from you.Their contact details are as follows:Ms Claudia ConettaCMAM Pharmacy Ltd4 Bridgewater Shopping CentreBridgewaterErskinePA8 7AATel. 07770303474Yours sincerelyJane YaullCustomer Resolutions Executive0800 912 3560customerresolutions@vwfs.co.ukAudi Financial Services is a trading name of Volkswagen Financial Services (UK) Limited, Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes MK14 5LR, which is authorised and regulated by the Financial Conduct Authority (FCA).Volkswagen Financial Services (UK) Limited financial services register number is 311988.Registered office as above. Registered in England number 2835230.

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To whom it may concern,I reserved an Audi A3, registration number SJ22 JKY, on 3rd December. On 5th December, Chloe from Audi Glasgow Hillington contacted me to advise that my reservation had been cancelled, citing the vehicle was “too costly to repair” and was being sent to auction/trade. This was despite the online advertisement at the time stating the vehicle was ready for sale.I have now noticed that the same vehicle has been relisted on the Lookers website at a higher price. This raises serious concerns that my original reservation was cancelled in order to sell the vehicle for a greater profit. Such actions are unacceptable and fall short of fair customer treatment.I therefore request confirmation that my original reservation at the agreed price remains valid. I expect Lookers to honour the commitment made at the time of my reservation.Please see attached pictures showing the price I reserved and the current price Lookers are selling this vehicle for, is there anyway this can be addressed.I hope we can proceed at the original reserved price and would be grateful for your confirmation.RegardsShaun O'Connor07835411894

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