Dear Sir/Madam,I am writing to raise a formal complaint regarding the purchase of my Vauxhall Grandland (2020), registration LM20 VCO, which I purchased on 24 September 2025 at the South Shields branch.Since the date of collection, the level of service I have received from your dealership has been unacceptable.At the point of purchase, I identified that the sunroof was cracked. I raised this immediately with your sales advisor, Tom, who advised me to make a claim through my own car insurance. Given that I had owned the vehicle for less than 24 hours, I found this advice inappropriate.I also requested the MOT and service history of the vehicle from Tom and I was advised that this would be provided by email or that I should contact Vauxhall myself.To date, I have not received any of this documentation.Within the first six months of ownership, I have experienced multiple ongoing issues with the vehicle:The vehicle is currently booked into a Vauxhall garage on 20 April due to a persistent seatbelt sensor fault.On 20 March, the car was taken in for intermittent stop/start faults, and the battery was replaced.As of today (5 April), both the battery and engine warning lights are illuminated, and the vehicle will not start at all.This strongly suggests that the underlying issue was neither properly diagnosed nor resolved.Given the frequency and severity of these faults, I believe the vehicle was not of satisfactory quality at the time of sale.I am now out of warranty and left dealing with what appears to be a fundamentally unreliable vehicle.Please treat this matter as urgent. I expect a prompt response outlining how you intend to resolve this situation.Kind RegardsShauna Hambley

Good evening,I am writing to formally express my dissatisfaction with the handling of my lease vehicle delivery, which has been extremely disappointing and has caused significant inconvenience.While I appreciate that transport issues can sometimes arise outside of your direct control, cancelling a scheduled delivery only one day before it was due, with no apparent contingency plan in place, is unacceptable.What has been particularly frustrating is the complete lack of communication throughout the day. I sent several emails this afternoon requesting clarification on the situation and asking for an updated delivery date, yet received no response. In the end, I was left with no option but to contact you myself at 16:50 in an attempt to establish what was happening and whether I would still have a vehicle available tomorrow.At no stage was I given confirmation that the collection of my current vehicle, which was due to take place tomorrow, had been cancelled. This uncertainty should not have been left for me to ring and resolve.The delay has also had a direct impact on personal arrangements. I was due to travel to Cornwall on 2nd April, and those plans had already been organised around the confirmed delivery of the new vehicle. As a result of this late cancellation, that journey is now no longer possible.The overall experience has fallen far below what I would reasonably expect, particularly given that this concerns a pre-arranged delivery with very little notice of any issue.Given the inconvenience caused, I would also appreciate your response to this complaint and an explanation as to how this situation was allowed to occur.Kind regards,Andrew rafferty

Victoria Friberg31 Cuba StreetGrangetownSunderlandSR28RUSubject: Urgent Safety Issue – Fiat 500 Purchased 9 March – Handbrake FaultHello,I am contacting you regarding a serious safety issue with the Fiat 500 I purchased from Lookers South Shields on 9 March.The handbrake has become loose, which makes the car unsafe to drive. As this fault has appeared within 30 days of purchase, I am exercising my rights under the Consumer Rights Act 2015 to request an urgent repair at no cost, completed within a reasonable timeframe and without inconvenience. If a suitable repair cannot be carried out promptly, I will need to reject the vehicle and request a full refund.I need this matter addressed as soon as possible. Please confirm an urgent inspection and repair booking.Kind regards,Victoria Friberg

Feedback left on-lineI was told the car was “ready to go”. Just shy of £14,000 I paid and, although the car had been washed on the outside, the interior was filthy. Dust and dirt on the dashboard, air vents and around the handbrake area. Really poor from a used car brand the size of Lookers. Selling a clean car is vital and this was missed. Repair shop replaced the faulty sensors which I can’t complain about, their service was spot on, but this issue should have been identified before the car was put up for sale. When I went into the dealership to drop off the car, the salesman seen me and dipped his head and lifted his phone to his ear to avoid me!!! To date, I’ve had 5 serious faults with the car, have had to take 3 separate days off work to take the car back for repair, waiting around Shields for up to 5 hours each time, arrogant young girl in the desk. Refuses to give me a phone number or email address of customer service, finally giving me the name Dave Taylor, but Lord knows who he is or how I contact him. Pathetic service, pathetic car quality, pathetic salesman. Says it all. 1 star as there’s no option for minus stars

Ref: Ford Puma purchaseSales registration: YB20 CGGNew registration: TL64 TERMr TaylorI purchased the above vehicle for Lookers Ford, South Shields on 30/01/2026, the sales person told me the car was “valeted and ready to go”, this sadly was the first untruth, as, where he outside of the car was clean (although torrential rain polluted down that day so probably did the job for Lookers), the inside was unclean, no valet had been done for some time. A slight issue but not insurmountable.I seen the very next day there was an issue with the tyre sensors, also with a rear tyre losing air.I booked the car into the workshop for these to be rectified. Having to take a day off work for the bother, a thorn in my side to have to return to South Shields, however it needed to be investigated and repaired.A few days later, having finished work at 10pm I approached my car, only to notice an LED fault with a headlight. The next day I checked out the car in more depth, as clearly, not only were there no robust vehicle checks done prior to sale, it appears a basic glance wasn’t even done before the car was advertised.I had to return the car to Shields once again for repairs. Only to be told, there’s a broken part of the rear door card that needs replacing and a headlight would need to be ordered. No empathy from the young, rude girl in the desk, just a matter of fact attitude.Then, I returned a third time, so a third annual leave day was taken from work (12 hour duties, so I’ve taken 36 hours leave in total) where these issues were rectified.How can a dealership of your size miss these issues, why are staff not trained to treat customers who pay the neck end of £14K cash for a car like they are valued and their time is important to them and sorry Lookers failed and it’s resulted in THREE separate appointments that I have to make.Each time I walk into the dealership for more work, the sales person sees me. He either looks down to avoid me or, twice picks up his mobile phone to his ear as if to pretend he’s on a call, again to avoid me.Your company service approach is disgraceful. Staff rude and uncaring, lack sympathy and empathy and this purchase has cost me money, time and leave for no reason other than this car was never checked fully before being placed for sale.No courtesy car ever offered as a goodwill gesture, I have to pay to take a metro into Shields or Newcastle to kill time on three occasions, no gesture of goodwill by way of compensation is ever offered or a free extended warranty to give me reassurance having bought a car unfit for purpose.I doubt very much I’ll get a reply, however will search for a head office contact if I don’t and forward this to them.Totally dissatisfied customer.Terry LANE

Good Morning,I am writing to raise a formal complaint regarding the 2021 Land Rover Discovery I purchased from your dealership.The vehicle has been undriveable for approximately 8 weeks due to a failed DC-DC converter. The fault was diagnosed by the repairing garage, who confirmed that the component requires replacement. However, the part has been on back order for several months and I have now been informed that there is no estimated delivery date for the replacement part.This has caused significant inconvenience. I am still making finance payments on the vehicle while being unable to use it, and during this period I have had to rely on hire vehicles at my own expense, which has now cost over £1000.The failure occurred only one week after the vehicle’s warranty expired, which raises serious concerns about the durability of such a major electrical component.Under the Consumer Rights Act 2015, goods must be of satisfactory quality and durable. A major component failing and leaving the vehicle undriveable for several months with no repair date is causing significant inconvenience.Given the circumstances, I ask that you urgently review this situation and advise how you intend to resolve it. In particular, I would like you to consider:Assistance with the repair costs or goodwill support given the timing of the failureReimbursement of the hire costs I have incurred while the vehicle has been unusableProvision of a courtesy vehicle while the vehicle remains undriveableClarification of what options are available should the repair continue to be delayedI would appreciate a prompt response outlining how this matter will be resolved.Kind regards,Tom WilliamsVehicle reg - FV21 FFZ (N80 GLN)

Subject: Formal Complaint and Notice – Vehicle Registration P19AKH (Suspected Mileage Tampering)Dear Sir/Madam,I am writing to raise a formal complaint regarding a vehicle I purchased from Lookers, registration P19AKH. Recent events have led me to believe that the vehicle may have been sold with inaccurate mileage due to the presence of a mileage blocker device.Recently, I had routine maintenance carried out on the vehicle, specifically an oil change. During this service, the mechanic connected an OBD diagnostic tool in order to reset the service light.The following day, my instrument cluster stopped functioning completely. I have video evidence documenting this issue.I returned to the mechanic to investigate the fault. After inspecting the vehicle, the mechanic indicated that the instrument cluster itself appeared to be functioning correctly but suspected that a mileage blocker device may be installed in the vehicle. The mechanic then opened the instrument cluster and identified a mileage blocker installed within the system. This process was recorded on video, and I have retained this evidence. It is possible that resetting the service light may have reactivated the mileage blocker device installed in the vehicle.I would like to make it clear that I had absolutely no knowledge of any mileage blocker being installed in the vehicle at the time of purchase or at any point since owning the vehicle. It was only through this chain of events, beginning with routine maintenance and the subsequent failure of the instrument cluster, that the presence of this device was brought to my attention.The presence of a mileage blocker raises serious concerns about the accuracy of the vehicle’s recorded mileage at the point of sale. The vehicle is currently showing approximately 68,000 miles; however, given the discovery of this device, I can no longer rely on the recorded mileage as an accurate representation of the vehicle’s true usage.This is particularly concerning as mileage is a critical factor when determining maintenance schedules, component wear, and the overall value of the vehicle. For example, the engine mounts on the vehicle are now completely worn and require replacement. The vehicle also requires a gearbox service at the current mileage level; however, as I am now unaware of the vehicle’s true mileage, it is possible that this service may have been required some time ago. Continued use of the vehicle without knowing its true mileage may therefore be causing additional mechanical wear or damage.In addition, I would like to highlight that from the very first day of purchase, the vehicle experienced several issues that required ongoing attention for approximately six months after purchase. I have retained receipts and documentation for all repairs and issues that had to be addressed, which further contributes to my concerns about the vehicle’s history and condition at the time of sale.Given the seriousness of this matter, I request that Lookers investigate this issue urgently. Specifically, I would like clarification regarding:• Whether Lookers were aware of the presence of a mileage blocker device prior to the sale.• How the vehicle’s mileage was verified before it was sold to me.• What checks were carried out to ensure the mileage recorded was accurate.Due to the uncertainty surrounding the vehicle’s true mileage and the impact this has on the vehicle’s value, reliability, and maintenance requirements, I am seeking appropriate compensation and resolution. I would therefore ask Lookers to consider one of the following remedies:• Vehicle buy-back: Lookers repurchase the vehicle from me for the full amount paid.• Financial compensation: Payment of the difference between the value of the vehicle as sold and its actual value if the true mileage were known. However, I acknowledge that calculating this accurately may be difficult unless the true mileage of the vehicle can be reliably determined.• Like-for-like replacement: Provision of a replacement vehicle of equivalent specification, condition, and value.Selling a vehicle with altered or unreliable mileage is a serious issue and may constitute a breach of consumer protection legislation, including the Consumer Rights Act 2015, which requires goods to be as described and of satisfactory quality.If this matter cannot be resolved satisfactorily, I will have no option but to consider escalating the complaint through the appropriate channels. This may include raising the matter with The Motor Ombudsman, seeking independent legal advice, and pursuing any remedies available to me under UK consumer protection law.I would appreciate a written response within 14 days of receipt of this letter outlining how Lookers intends to investigate and resolve this matter. If I do not receive a satisfactory response within this timeframe, I will proceed with escalation through the relevant regulatory and legal channels.Evidence available to support this complaint includes:• Video evidence of the instrument cluster failure• Video evidence showing the discovery of the mileage blocker within the instrument cluster• Receipts and documentation relating to the mechanical issues experienced within the first six months of ownership• Maintenance records relating to the recent service where the issue was discoveredI am prepared to provide this evidence if required.I look forward to your prompt response.

please see attachment for customers complaint

Dear Sir/Madame,I am writing to raise a formal dispute regarding a vehicle financed under my agreement with you.The vehicle was supplied by Lookers in June 2024. In January 2025 it developed serious mechanical faults, including EGR valve failure and excessive oil consumption.The vehicle has been correctly serviced and maintained since purchase.I have formally notified the supplying dealer that I am asserting my rights under the Consumer Rights Act 2015. However, they have stated that an investigation may incur charges of £2,131.20, which I dispute. In which I have attached the email. The car is consuming 2/3L of oil per month!!!As the finance provider, you are jointly liable for any breach of contract or misrepresentation relating to the supply of the vehicle. The vehicle is not of satisfactory quality or durable as required by law.I therefore request that you:1. Open a formal investigation into this dispute.2. Confirm that I will not be liable for unreasonable diagnostic fees while liability is being determined.3. Confirm what steps you will take to resolve this matter.Please treat this as a formal complaint.If this matter cannot be resolved, I will escalate the complaint to the Financial Ombudsman Service.I look forward to your response within 14 days.

Dear Lookers Customer Complaints Team,I am writing to formally raise a complaint regarding my vehicle purchased from Lookers South Shields in June 2024. Serious mechanical issues began in January 2025 and have been persistent ever since.The faults include:• Excessive engine oil consumption• Brake fluid loss/evaporation• EGR valve faults• Persistent knocking noises from the engine• Track rod ends failing• Door Module failing on 31/1/25 – Lookers still unable to repair this, was told I would have to speak to Volvo for them to diagnose it, yet I advised them this needed coded, my car door is open and wont lock all based on Lookers technician not known this was required.The vehicle has been serviced fully in accordance with the manufacturer’s recommendations, and I can provide all supporting documentation, all thought the garage may have not been VAT registered where this was serviced!I am very concerned that Lookers South Shields have advised I may be liable for diagnostic or investigation costs if the warranty provider does not authorise repairs. Given these significant faults appeared within six months of purchase and have continued since, I believe the vehicle is not of satisfactory quality or fit for purpose.I still have three years remaining on the finance agreement and cannot reasonably continue paying for a car with ongoing unresolved faults.Under the Consumer Rights Act 2015, I would like clarification on:1. My rights regarding repair, replacement, or rejection of the vehicle2. Confirmation that Lookers will cover all diagnostic and repair costs related to these faults3. The steps Lookers will take to resolve this matter urgentlyThis is having a series effect on my mental state and well-being.Please provide a written response within 14 days. If necessary, I will escalate this matter to the Motor Ombudsman and my finance provider.I hope we can resolve this promptly and amicably.Paul Armstrong