Dear Customer Liaison Team,I am writing to make a formal complaint regarding my Nissan Juke (Registration ND23 UML), which I purchased from Lookers Middlesbrough.Before purchasing the vehicle, I explained to the salesperson that I had recently lost approximately £10,000 on my previous vehicle and wanted reassurance that I was buying a reliable car. I made it clear that reliability was extremely important to me and was assured the vehicle had been thoroughly inspected and was of an appropriate standard. Based on those assurances, I proceeded with the purchase and also purchased the additional protection products available for added peace of mind.Unfortunately, my experience has been the complete opposite.Since purchasing the vehicle, I have covered approximately 18,000 miles. During that time, the vehicle has suffered three significant mechanical failures. The first resulted in a complete breakdown with loss of power and recovery. The second was a clutch related mechanical fault. The third was a turbo failure.I appreciate that any vehicle can develop faults and I am not suggesting these faults are connected. However, I do not believe it is reasonable for a customer to experience three significant mechanical failures after only 18,000 miles of ownership. I would appreciate Lookers confirming whether they consider this to be an acceptable standard of reliability for a vehicle sold under the Lookers Approved Used programme and whether they genuinely believe this is something a customer should reasonably expect.Following the initial breakdown, there appeared to be uncertainty between Lookers and Nissan regarding who was responsible for repairing the vehicle. This delayed the process and left me without my vehicle for approximately three weeks.I am also concerned that the complete service history for my vehicle cannot now be located. This has affected warranty discussions and my ability to fully understand the vehicle’s maintenance history. I would appreciate an explanation as to why these records cannot be produced and whether they were available when the vehicle was sold to me.During my attempts to resolve these issues, I was informed that, due to the nature of my complaint, only the manager was able to answer my questions or respond to my emails. However, it has now been over a week, and despite numerous telephone calls and emails, I have been unable to speak to the manager or receive any response. I do not believe it is acceptable for a customer with concerns of this seriousness to be left without any communication for such a prolonged period.On a previous occasion, when I did speak with the manager, I was informed that he could not discuss the vehicle with me because I did not own it, as it was on finance. I found this extremely difficult to understand, as I am the customer who purchased the vehicle, entered into the finance agreement, make the monthly payments and have been dealing with these issues since they first arose. This response left me feeling that I was unable to obtain answers from the dealership that sold me the vehicle.Given the history of this vehicle and the lack of communication, I would appreciate answers to the following questions:• What pre-delivery inspections and checks were carried out before the vehicle was offered for sale?• Were there any previous faults, warranty repairs or significant repairs carried out before I purchased the vehicle?• Why can the complete service history no longer be located?• Does Lookers consider three significant mechanical failures after only 18,000 miles of my ownership to be acceptable for an Approved Used vehicle?• Does Lookers believe this is something a customer should reasonably expect?• Why has it taken over a week without any response to my emails or telephone calls when I have been told only the manager can deal with my complaint?I also formally request copies of all records held by Lookers relating to my vehicle, including the pre-delivery inspection, service history, vehicle health checks, workshop job cards, technician notes, diagnostic reports, internal case notes, sales inspection records and all correspondence relating to my vehicle. I also request copies of any communication between Lookers, Nissan, Chorley Nissan, RAC Warranty, Assurant and Redline Finance concerning my vehicle.My aim is not simply to complain but to understand how a vehicle sold with assurances of quality and reliability has experienced repeated significant mechanical failures within just 18,000 miles of my ownership, why I have struggled to obtain answers from the dealership that sold it to me and what Lookers intends to do to resolve these concerns fairly.I would appreciate a full written response addressing each point raised in this letter individually.Yours faithfully,Karis GwillamSent from my iPhone

Tyre pressure sensor keeps malfunctioning after service. The SOS call warning fault was also not fixed. To add insult to injury, they emailed me a promotion code for a free hotel stay. None of this was mentioned when I booked over the phone so I missed out

FTAO: Lookers Car Hub, Lloyds Bank & Jaguar/Land roverMonday 6th July 2026ComplaintCar: Jaguar I-Pace HSE – Registration: BK21 LHN@Adam Campbell @AnthonyCampbell@lookers.co.uk @ArnoldFerridge@lookers.co.uk @Will Watson @peternicholson@lookers.co.uk– purchase from Lookers Car Hub, Middlesborough for Jaguar I-Pace HSE – Registration: BK21 LHN on 30/01/2026.@onlinecomplaints@lloydsbank.co.uk– PCP Agreement: 113643053 – Michelle Scollen@jlrstockton.enquiries@lloydgroup.co.uk- Jaguar I-Pace HSE – Registration: BK21 LHN booked and brought in by Lookers Car Hub Middlesborough on Wednesday 17th June for a diagnostic check and repairs carried out to Battery module on Saturday 20th June.DETAIL OF EVENTS (timeline)Wednesday 10th June – the Jaguar I Pace showed up a high voltage system and a traction control faultFriday 12th June – the car would not charge – errorFriday 12th June spoke to Land rover Jaguar at the Houghton-le-spring division and booked the car in for a diagnostic check on Monday 15th June however after seeking some advice was advised to speak with Lookers prior to taking the car to Jaguar/Land rover Houghton and to quote the Consumer Credit Act therefore I cancelled this appointment:Under the Consumer Rights Act 2015:The dealer must repair the fault within a reasonable timeThe repair must not cause significant inconvenienceIf they fail to fix it, you have a final right to reject the carSpoke with Lookers Car Hub on Saturday 13th June and was informed to call back on Monday 15th June, called on 15th June at 8:04 was advised not under warranty until I quoted the Consumer Rights Act, was advised to take the car in and the sales team would provide me with a courtesy car when I dropped the Jag in.Dropped the car off on Monday evening 15th June and was advised by the sales manager that they would not provide a courtesy car as this would need to be arranged with the services/repair department for insurance purposes, they advised they would ask this department to contact me to arrange a courtesy car on Tuesday 16th June.I had to call the services/repair team on Tuesday 16th June and was advised the soonest they could get me a courtesy car would be 29th June. Three calls were made to them that day regarding a courtesy car and enquired if I hired a car would they reimburse (declined to reimburse hire car costs)and also asked for an update of which I was informed they had booked the car into Landrover Stockton for a diagnostic check on Wednesday 17th June, they called my partner (Steven Little) to advise I would need to pay for this check if no faults were found. I was then informed that the courtesy car wouldn’t be available until 1st of July as the previous administrator hadnt booked it out. I then contacted Lookers for the 3rd time to advise to deal directly with myself as my partner had received some bad news about his father.Lookers then contacted me on Friday 19th June to advise the faults were due to an issue with the battery nodule.I contacted Landrover Stockton On Friday 18th and 19th June to confirm the diagnostic check and the issue with the battery module and they advised that once the module had been repaired all the faults would clear. Landrover advised that the car should be ready by Tuesday 23rd June.Received a call from lookers on Tuesday 23rd June and was advised that the battery module had been repaired however this had not cleared any of the faults and they advised they had booked it into an EV specialist, appointment date for this 06/07 - (car not drivable as unable to charge and dangerous to drive with the high voltage and traction control fault) – CAR NOT FIT FOR PURPOSETuesday 23rd June I called Jaguar/Landrover Stockton to verify the above and was advised that the fault was a traction motor fault which would be approximately £9500 to repair and confirmed Lookers would not authorise.Called Lookers hub back on 23rd June advised of the above and they clarified this was correct and I could authorise and pay for the repairs or drive it to the EV specialist myself. I raised my concerns regarding them driving my car to the EV specialist (didn’t say who/where this EV specialist was located) and they said “well you drive it there to which” I replied so you want me to drive an unsafe car” was told no and if they had to they would arrange for my car to be recovered.Last call above I was informed my car would be recovered to EV specialist in readiness for the appointment on 06/07 and I would be given a courtesy car on 01/07.I have received no correspondence from 23/06 whatsoever regarding the courtesy car. I have contacted them today as my car is still currently sitting with Landrover/Jaguar in Stockton.The above service I have received is absolutely appalling. I have been spoken to unproffessionaly and abruptly and I have had to constantly chase Lookers for an update yet here I am 22days since my car was taken to the garage and still NO FURTHER FORWARD. Can I please request that a manager deals with me directly from now on.LOOKERS I REQUEST A SARS AND ASK YOU TO RESPOND TO THE BELOW:The exact fault identifiedWhat tests have been carried outWhat parts have been ordered and the dates they were orderedWhy the delay has occurredA realistic completion date – bearing in mind 22 days without any rectification date is not acceptableWho is personally responsible for the repair (a named technician or service manager)A written updateA completion deadlineCompensation for inconvenience and not providing the promised courtesy car – As per compensatory principle/disputes law - you cannot leave me in a position where I am neither better off or worse off than when I purchased the vehicle from you - (I have had to purchase a run around for £1750, plus insurance at a cost of £250 for the year, £12 per month tax, £300 per month PCP payments and insurance costs for a car I have not got the use of – all receipts can be provided).I need clarity, accountability, and a deadline —As with no meaningful progress after 22days is not normal, not reasonable, and not acceptable.@jlrstockton.enquiries@lloydgroup.co.uk– PLEASE SEE THE BELOW:After making further enquires Jaguar’s manufacturer warranty absolutely covers major electrical faults, HV battery issues, inverter problems, charging module failures, and most drivetrain electronics. Therefore I need you to process the below:Assign a case managerPush the dealerApprove specialist EV engineersAuthorise and fast track parts or replacementsA full written updateConfirmation of the remaining faultDetails of Jaguar’s diagnostic findingsWhether a traction motor or inverter replacement is requiredA clear repair timelineConfirmation that Jaguar UK Technical are actively managing the case@onlinecomplaints@lloydsbank.co.uk PLEASE SEE THE BELOW:Under UK law, you as my finance company are legally responsible for the car’s quality as the car is also your asset. Lookers Car Hub (money paid to S Jennings) are dragging their feet, and I need you to now get involved and take the below steps:Step inInvestigateForce actionPressure the dealerAuthorise alternative repair routesStart a Section 75 claim if neededSupport a rejection if the car is deemed faulty and unrepairableHelp claim back the full cost of the car including my full deposit as well as compensation costs – (I have had to purchase a run around for £1750, plus insurance at a cost of £250 for the year, £12 per month tax, £300 per month PCP payments and insurance costs for a car I have not got the use of – all receipts can be provided)I would appreciate an urgent update with everyone copied in to my email address: michellescollen@msn.com with my partner copied in: stevehlittle@msn.comKindest regardsMichelle Scollen

viewed Corsa GS on 6th June, not keen on the one viewed but was advised another coming in and placed deposit, was told the friday of that week that car was on site, email received satuday morning just before leaving to advise that car was not on site. salesman came across as pushy trying to get customer to pay full balance without saying, turned out he was going on holiday. dealt with different salesman the following weekend and the sales exec seemed disinterested and was on his phone more then interacting with the customer. refund was requested on the 20th June and has been chased several times since to be told it will be chased with the finance team but then no one makes contact to provide update or apologise for the delay. dealt with Phil initially and the sales exec that was not interested was ali

Driver’s door has a creaking and cracking when opening and closing. From checking over it at 2 independent garages and both investigations stated there’s a door hinge issue which they’re saying happened pre ownership as there’s dried out lubricant which went into the frame work of the car to mask the noise/creaking but overtime its dried out and become discoloured, so not working as its supposed to and crunches when opening the door. Under that assumption, this was before point of sale.Took it to South Shields and videos and photos were taken, and not happy with the response.They researched, and Ford America has a recall in line with this particular issue.Either wants warranty to sort it, FORD or the selling dealership to resolve it as they feel this was predating at point of sale

Dear Senior Manager / Regional Manager, Formal Complaint – Vehicle Preparation, Failed Repair Appointment, Missing Documentation and Ongoing Loss of Time / Money – NB71 EAB Ford Mustang I am writing to formally complain about the standard of service I have received from Lookers Car Hub Middlesbrough both before and after purchasing my vehicle. My primary concern is the complete lack of attention to detail, the significant amount of time that has been wasted, and the fact that, as a self-employed individual, that wasted time has a direct financial impact on me. I paid a deposit on the vehicle on 21 May and collected it on 26 May. Shortly after collection, I immediately identified two issues: • The roof-mounted glasses holder was faulty and would not click shut. • The vehicle had not been supplied with the essential seven-digit factory code required to activate and use the keypad door locking system. Frankly, neither of these issues should have existed on a vehicle that had supposedly been prepared for sale. The missing keypad code should have been obtained before handover, and the faulty glasses holder should have been identified and rectified during vehicle preparation. Both issues demonstrate a concerning lack of attention to detail. I reported these matters immediately and I was advised to book a repair appointment which was subsequently booked for 16 June. This appointment was arranged approximately two to three weeks in advance, giving the dealership ample opportunity to order in either a clip or a new glasses holder and ensure they were available before my visit. The appointment was reconfirmed beforehand and I even contacted the dealership separately to provide additional information and notes regarding the fault / missing items. I arrived at approximately 10:30am and was provided with a courtesy vehicle. Throughout the day I received no meaningful updates and ultimately had to chase the dealership myself to determine whether my vehicle was ready. Ironically it was magically ready within 15 minutes of my phone call. When I returned at approximately 4:00pm, I was astonished to discover that absolutely nothing had been repaired. Apparently the 7-digit code has been identified but there was no invoice to write it on. Your colleague said she would text it to me, but at time of writing this, the next day, nothing in yet. I must remind you I requested this code 3 weeks prior and as I hadn’t been told it, I ended up leaving it for this warranty repair appointment. Instead, I was simply informed that a replacement part had now been ordered for the glasses holder. This raises a very obvious question: what exactly was my vehicle doing at your dealership for around five and a half hours? The fault had already been identified weeks earlier. The issue had been clearly described. The appointment had been booked well in advance. Yet no repair was completed and I was simply told that a part had now been ordered. The result is that an entire day of inconvenience has achieved absolutely nothing and I must now repeat the entire process again. As someone who is self-employed, this is not merely an inconvenience. Time away from my work costs me money. Between travelling to and from the dealership, collecting and returning the courtesy vehicle and dealing with traffic, I lost approximately 1 hour and 45 minutes of productive working time and a further 90 minutes to compile this complaint. More frustratingly, this loss of time will effectively double because I now have to return and go through exactly the same process again for a repair that should have been completed during the original appointment. An appointment, I add, that was totally unnecessary in the first place. I also remain concerned about the missing seven-digit keypad code. During my visit on 16 June, I was advised by a member of staff that the code had been successfully obtained from the manufacturer. However, I was then informed that she could not provide it because she had no invoice available on which to write it down. I was assured that it would instead be sent to me by text message. No text message has been received and I am still waiting for the code. This issue should have been resolved weeks ago. There is a further matter which has significantly damaged my confidence in the dealership. When I paid my deposit on 21 May, I specifically requested a State of Health (SOH) battery report. This was important to me because it is an electric vehicle and the battery condition was a key factor in my purchasing decision. I was assured that I would receive this report as part of the sale. When I collected the vehicle on 26 May, I asked again and was again assured that I would receive it. There then followed a series of explanations suggesting that the relevant person was on holiday and that this was the reason for the delay. Frankly, this was not an acceptable explanation. Customers should not be left waiting indefinitely for information because a particular employee happens to be absent. One naturally begins to wonder what would happen if that individual never returned. Most concerningly, when I collected my vehicle on 16 June following the failed repair appointment, a different member of staff informed me that Lookers does not provide SOH battery reports to customers. If that is indeed company policy, then I should have been told this from the outset. Had I been informed on 21 May that no SOH battery report could be supplied, I would literally not have proceeded with the purchase of the vehicle. Phil Harris will attest to the fact that I was in two minds about the purchase due to the age of the vehicle as ideally I was hoping for something a little newer, so the SOH report was vital for me to commit to this purchase. I therefore find myself in the unacceptable position of having purchased the vehicle on the basis that a report would be provided, only to be told weeks later by another member of staff that such reports are not provided at all. One way or the other, one thing is certain, someone in this chain of events is lying or making it up as they go along. To add to my concerns, I have virtually no service history for the vehicle beyond the service carried out by Lookers prior to sale, making the SOH report even more important in my decision-making process. Throughout this experience there has been a recurring lack of communication, consistency and attention to detail. At every stage I seem to have received different information from different people. I should make it clear that not every aspect of my experience was negative. Phil Harris was professional, helpful and made the purchasing experience far more pleasant than it otherwise might have been. He is a credit to your business and deserves recognition for the way he dealt with me. Several other staff members I have nicknamed ‘The Business Prevention Service’ as they went out of their way to put me off purchasing from Lookers and clearly did not give me credibility for being a serious buyer. We won’t go there in this complaint, but I have been a Regional Manager for a large corporate entity and I have spent my career training sales staff, and my initial communications with Lookers left me feeling deflated, until Phil stepped in. I, in essence, purchased the vehicle due to Phil. Also, when I was given my vehicle back, the time was incorrect on my infotainment system which caused further confusion, as well as the fact that other settings had been tampered with and 1 pedal drive had been activated; something I had not yet learned or utilised in my initial 2-3 weeks, so I had to work out how to disable the feature whilst desperately trying to get back to work to make up for lost time/money. I am therefore requesting: 1. A full written explanation as to why my vehicle remained with the dealership for over five hours when no repair work was completed, even though I told you the issue 2-3 weeks prior). 2. Confirmation that the replacement part has now been ordered and will be available before another appointment is scheduled. 3. Immediate provision of the seven-digit code required to unlock the door keypad. 4. A clear explanation regarding the SOH battery report, including why I was repeatedly assured it would be supplied if that was never the intention. Obviously I would like the report for my records. 5. Appropriate compensation or goodwill in recognition of the wasted appointment, the financial impact of lost self-employed working time, and the fact that this inconvenience must now be repeated. 6. Confirmation of the escalation process should I remain dissatisfied with the outcome. I purchased this vehicle in good faith and expected a professional level of preparation and aftersales support. Instead, I have experienced repeated delays, conflicting information, unnecessary inconvenience and significant wasted time leading to loss of income. I would appreciate a response from someone responsible for the whole Middlesbrough operation as there is too much conflicting information comping from more junior staff members. Yours faithfully, Adam Howes Kind Regards, Adam Howes,

Hi I bought a VW Passat registration NX70 TFZ. This car was delivered to me on 4/6/2026.I was disappointed in the presentation of this car considering it was bought from a main dealer.Paint condition really could have done with a machine polish. So flat. Car wasn’t even washed.When I get a mini valet locally the car looks better than this car.The brake pads sound like they need changed. I’m not a mechanic but you can hear the sound they make and the difference in braking compared to my previous car. How could this be missed.I am within my 14 day period of being able to return this vehicle.I would prefer to get compensation for the cost of rectifying the faults mentioned.

cust purchased a vehicle from Paul Shepherd on the 14.04. The cust had some problems with the car and returned back and for with the dealership. The cust then sold the vehicle but is needing to cancel the warranty, MDP and he has been told it has nothing to do with the branch. The cust is just wanting too get his money back.

Poor customer service from day 1.Arrived for a pre-booked appointment and the sales advisor was unavailable. Waited for 40 minutes then another sales advisor reluctantly came to help. He didn't have any knowledge of the car or the scheme we were buying from as he didn't work in that area.It was the puma deal that came with a free home charger and 10,000 miles of charge credits when switching to Octopus Energy.Karl told us the wait for the charger was 4-6 weeks.That had well gone by so we chased and chased about the car charger while waiting for the car. He said he couldn't access the information on the waiting time and just wait it out as it's on it's way.Got the car. He said it's weird as everyone else had their charger fitted before the car came. Turned out he had never completed the forms to order the charger for us. So we were paying well over the odds to charge publicly.Once ordered we were at the back of the queue so had a long wait.The car arrived on the first week of December and the charger wasn't fitted until late February due to his failure to complete the necessary forms. It cost us £279.57 extra compared to home charging.We have since been chasing Octopus for the 10,000 charge miles credits which is worth roughly £250. Months have gone by. Turns out it's because he hasn't completed the forms and sent them off when we got the car.We have tried emailing him but he's just not answered any emails but he is in work.I've never leased a car from new before but expected the customer care to be there even if on a basic level.

Dear Sir/Madam,I wish to make a formal complaint regarding the sale of an RAC Platinum Warranty in connection with vehicle registration VR52 KEZ, purchased from Lookers Car Hub Middlesbrough in September 2025.At the point of purchase, I initially declined the warranty. However, the salesperson repeatedly advised me that the RAC Platinum Warranty was “as good as the manufacturer’s warranty” and encouraged me to purchase it.Based on those representations, I agreed to pay for the warranty. I did so on the understanding that it operated in a similar way to a manufacturer-backed warranty and would not involve additional claim-related costs of this nature.I have since reviewed the policy after investigating a potential claim and discovered that I may be required to pay diagnostic charges before a claim can even be considered. At no point during the sales process do I recall this being explained to me.Had I been informed that I could be liable for diagnostic fees when making a claim, I would have been able to make a fully informed decision regarding the purchase of the warranty. This was a material factor which I believe should have been clearly disclosed, particularly when the product was being presented as equivalent to a manufacturer’s warranty.My complaint is not about the terms of the RAC policy itself. My concern is the way the warranty was sold to me and the information that was provided during the sales process. I relied upon the salesperson’s description of the product when deciding to purchase it.I would therefore ask that Lookers investigate:1. How the RAC Platinum Warranty was presented to me during the sales process.2. Whether diagnostic charges were specifically disclosed and explained.3. Why the warranty was described as being “as good as the manufacturer’s warranty”.4. What steps Lookers proposes to take to resolve this complaint.My details are as follows:Darren McGovern15 Colliers GreenMiddlesbroughTS4 2DAVehicle Registration: VR52 KEZI look forward to receiving your acknowledgement and formal response.Yours faithfully,Darren McGovern