Valise Roscoe was extremely knowledgeable and helpful throughout.

Dear Complaints Team / Management,I am writing to raise a formal complaint regarding the conduct and handling of my purchase by Grant Jenkins of Guildford Audi in relation to my Audi A5, registration GL23 OHH.It has now been confirmed to me that the vehicle registration into my name was missed by the dealership at the point of collection. As a result, I spent considerable time unnecessarily chasing DVLA and my finance company attempting to locate my log book, genuinely believing it had already been processed and sent to me. I only discovered after repeated enquiries that the registration had in fact never been completed by the dealership.This error caused me substantial inconvenience and directly impacted a vehicle sale I had arranged, which has now been lost due to the delay caused.For clarity:• I emailed Grant on 21/04/2026 regarding the registration issue and my concerns.• When I received no response, I telephoned the dealership and spoke with George, who advised that Grant was off and stated he would call me the following day.• I did not receive that call back.• I therefore sent a further email and again telephoned the dealership to chase the matter.• Only after this repeated chasing did Grant respond on 23/04/2026, apologising and confirming that the registration had been missed and had now been processed with DVLA.• Following that response, I emailed Grant again on 24/04/2026 and 28/04/2026 regarding my dissatisfaction with how this had been handled and requesting that the matter be addressed appropriately.• Those emails have been ignored and I have received no substantive response.Given the above, I no longer have confidence in Grant Jenkins dealing with this matter appropriately.This is not the first occasion on which my concerns have been ignored by Grant Jenkins. Following purchase of the vehicle, I also emailed him on 11/09/2025 with photographs of interior scratches that had not been disclosed or mentioned to me prior to sale. That correspondence was likewise ignored.Taken together, this demonstrates a disappointing pattern of poor customer service and disregard for post-sale customer concerns.To summarise, I have experienced:• Failure by the dealership to register the vehicle in my name at point of sale• Delay and disruption to my ability to sell my vehicle• Significant inconvenience in having to chase DVLA and finance unnecessarily• Loss of an arranged vehicle sale due to the delay• Repeated ignored correspondence from Grant Jenkins• Previous ignored concerns regarding undisclosed interior damage at saleGiven the above, I am requesting:1. A formal review of how this matter has been handled;2. A goodwill gesture in recognition of the inconvenience, delay, and poor service experienced; and3. A substantive management response from someone other than Grant Jenkins.If this matter is not resolved appropriately, I will escalate the complaint further through my finance company and to the Motor Ombudsman.I trust this will now be treated with the seriousness it warrants and I look forward to your prompt response.Kind regards,Nadiya Hussain

I am raising a formal complaint regarding the handling of my Audi A5 (GL23 OHH) purchased under HP in September 2025 from Guildford Audi. It has been admitted that the vehicle registration into my name was missed by the dealership at point of sale, causing significant delay, inconvenience, and disruption to a vehicle sale I had arranged. I spent considerable time chasing DVLA and my finance company believing my log book had been issued, only to discover the dealership had failed to process the registration.I initially emailed Grant Jenkins on 21/04/2026 and received no response. After chasing by telephone and speaking with George, and after further follow-up, Grant eventually responded on 23/04/2026 admitting the registration had been missed. I then emailed again on 24/04/2026 and 28/04/2026 regarding my dissatisfaction and request for a goodwill gesture, but these emails were ignored.This is not the first time Grant Jenkins has ignored correspondence, having also failed to respond to concerns I raised on 11/09/2025 regarding undisclosed interior scratches at point of sale.I am requesting a formal review of this matter, a substantive management response, and an appropriate goodwill gesture. If unresolved, I will escalate to my finance company and the Motor Ombudsman.

I asked for my deposit refund 9 days ago and still. don't have it.

Lack of flexibility on days for test drive. Lack of follow up on emails.

I had enquired about a car back in February after seeing it on Autotrader. The car wasn’t yet at the dealer but was expected shortly. I specifically asked if it had a sunroof (as described in the listing) and was assured it did. The car did not arrive until the middle of April (much later than advised) and then did not actually have a sunroof after all. Two months wasted. This is the second time this has happened with Lookers where the listing has not accurately described the car. Not great.

Sales person was excellent but no greeting on arrival

they provided good informative information and listened to our requirements

Sold me a used car that could not be released for a further 3 weeks despite being told I could collect it in 7 days time at the time of paying the deposit. Not happy!

Sales person was helpful but what was not helpful was discovering the car advertised wasn't actually going to be available to view for another 2 weeks or so. Would suggest cars are only advertised, when available to view so as not to waste a customers time.