I am submitting a formal complaint regarding an unresolved fault on my MINI purchased from Lookers Car Hub South Shields. The vehicle was collected and fully purchased with deposit on 25 April 2025.Within a few days of collecting the car, and certainly within the first week, I emailed the sales team to report two issues:• A “speed limit failure” warning appearing on the dashboard• A problem with the brakesI have full proof of this early report, including the original email, dates, and photographs of the fault.My vehicle was booked in and inspected on 2 May 2025, where the brakes were repaired and the initial error message was temporarily cleared. However, the speed limit failure fault persisted, and it has continued ever since. I have photographic evidence showing the fault remained after the repair attempt.Following this, I submitted multiple online enquiry forms to ensure the issue was logged, but I did not receive any response from the dealership. At this point, I had owned the car for less than two weeks, meaning both faults were clearly present at the time of sale.I have now booked the car back in for 29 January 2026 so the ongoing speed limit failure can be investigated. However, during a recent phone call with the branch, I was informed that although the diagnostic fee would be waived, I would be liable for all repair costs because the warranty has expired.This is not acceptable.The fault was reported within 7 days of purchase, and the dealership attempted a repair on 2 May 2025 which did not resolve the issue. Under the Consumer Rights Act 2015, because the fault was reported within the first 30 days, Lookers remains responsible for repairing the original issue at no cost to me, regardless of the warranty expiry date. The relevant date is when the fault was first reported, not when the repair is attempted.I fully understand that cars can develop issues, but in this case, two faults were present within the first two weeks of ownership, demonstrating that the vehicle was not thoroughly checked prior to sale. One of those faults remains unresolved nearly a year later.I am therefore requesting:• Confirmation that the speed limit failure fault will be repaired at Lookers’ expense• Written acknowledgement that this is an unresolved issue originally reported within the first week of ownership• Assurance that I will not be charged for any repair relating to this original fault• A clear plan for resolving the matter promptly and the complaint is remained open until I give permission to closeIf this issue is not resolved, I will escalate the matter to the Motor Ombudsman and consider further action, including a chargeback request with my bank and a small claims claim if necessary. I would prefer to resolve this directly with Lookers, but I am prepared to pursue all available routes.

I bought my vehicle on 30th December and collected on 31st December, with the promise of a broken trim being fixed once the part was in stock. Car was booked in on Monday 12th January to have trim replaced, I showed up as agreed and was told I had no booking. This was then sorted with mark the salesman when he got into work at 9am, however I was told the wrong part had been ordered and they would need to order another part and get me back in another day. This was very stressful as I was only off work on Monday 12th as it was my nanas funeral. Fast forward to today Wednesday 28th January, car was booked in for the 2nd time. This is my partners only day off this week and she has had to take the car to have the trim replaced. She dropped the car off and has then had a phone call to say that they will need to order another part as once again the wrong part has been ordered for the vehicle. Not only has the wrong part been ordered but the old trim has been removed and could not be refitted. So now we are driving around with no trim and my partner is needing to spend her day off next Tuesday 3rd February taking the car again to have this sorted. I can understand a mistake once but not twice with the same part.

Dear Sir or Madam,I am writing to formally raise a complaint regarding my recent vehicle purchase from Lookers Ford, South Shields, on 30 December 2025, and the subsequent handling of a serious mechanical defect identified immediately after sale.The day following purchase, I became aware of a knocking noise originating from the external passenger side of the vehicle. I contacted the dealership promptly to report this issue and was advised to contact the RAC under the extended warranty package purchased with the vehicle. The RAC attended and confirmed that the front stabiliser drop links were defective, with perished seals and unsecured components. I was informed that this condition should have resulted in an automatic MOT failure.I relayed this information to Lookers Ford, at which point I was reassured that the matter would be resolved. While the Sales Manager did make efforts to assist by contacting the RAC and warranty providers, I received conflicting information directly from those parties, who advised that responsibility for rectifying the defect rested with the dealership and that I should not have been required to pursue this matter myself.Although the vehicle has now been repaired, I am currently £545.81 out of pocket, having purchased the vehicle in good faith from what I believed to be a reputable dealership. Given the nature of the defect, it is my view that this issue should have been identified during the pre-sale inspection and MOT, the vehicle should have failed, and the necessary repairs completed prior to sale.Furthermore, I understand that all calls to and from the dealership are recorded. In light of this, I formally request a copy of the recorded conversation from 5 January 2026. During this call, the salesperson who sold me the vehicle stated that I “did not need to worry” as Lookers would take care of the issue. When questioned as to why the vehicle did not fail its MOT given the defects identified, the salesperson stated: “Well it’s not really a full MOT that the cars get before they’re sold.”This statement was deeply concerning and raises serious questions regarding the integrity of the MOT process carried out prior to sale. The suggestion that a vehicle may be sold with known defects, supported by an MOT pass certificate that does not reflect the vehicle’s true condition, is unacceptable and potentially fraudulent.I would appreciate a full written response addressing the points raised above, confirmation of how this situation will be remedied, and reimbursement of the costs I have incurred as a direct result of this issue.

Bought a van from lookers south Shields 20/8/25.They claimed they couldn't MOT the van at that time and to book it in closer to the MOT date and it would be sortedThe van was booked in on the 5th December with lookers south Shields . The retest was missed due to unnecessary fraudulent work being carried out and not being cleared by myself then a fraudulent claim made by lookers to get payment through my warranty. The van was also sold in a dangerous condition due to sub standard tires being fitted that didn't meet the axel weight for the van.wI feel that due to this and a number off reasons that lookers ford is responsible for my loss off earnings I will be billing lookers for all work lossed over this time which is approximately £4000 . I will be raising the fraudulent claim with the RAC cover I will also be contacting trading standards concerning lookers ford south shields practice.

Dear SirsI am writing to formally raise a complaint regarding the unacceptable level of service and the numerous issues I have experienced since purchasing my vehicle from your dealership.From the outset, I have been disappointed by the poor customer service I have received. I was repeatedly assured that I would receive return phone calls with updates, yet on several occasions no one contacted me, leaving me to chase information myself. Additionally, I was not informed until the last minute that I needed to remove my private registration plate, which caused unnecessary inconvenience and delay.More seriously, the vehicle itself has proven to be unfit for purpose due to multiple mechanical failures shortly after purchase. As a driving instructor, my car is essential for my work and income. Having the vehicle off the road for days at a time for inspections and repairs has caused financial loss, disruption to my business, and inconvenience to my students.I am also concerned that the warranty has been used to cover issues that were clearly pre-existing at the time of purchase, simply because I live too far from your dealership to bring the vehicle back easily. This is unacceptable, as these faults should have been rectified before the sale. Furthermore, the warranty has not covered the full cost of the required repairs, leaving me with additional expenses (for the second time)for problems that should never have arisen in the first place.Given the ongoing inconvenience, financial impact, and the overall poor experience, I am requesting a prompt and thorough review of my case. I expect a clear explanation of how you intend to resolve these issues, including reimbursement for repair costs not covered by the warranty and compensation for the loss of income caused by the vehicle’s repeated mechanical failures.I look forward to your response.Yours sincerely,James McAra-Briggs

Dear Lookers South Shields Dealership Manager,I am writing to formally raise a concern regarding a recurring fault with the vehicle I purchased from your South Shields dealership on 29th July 2025, registration number KR68 HPN.Within a month of purchase, the vehicle displayed an engine warning light on the dashboard. It was first inspected on 14th October, but I was informed that the technician was unable to diagnose the fault. The vehicle was then rechecked on 21st October and kept for nearly a week, during which I was advised that the issue was related to the injectors, which were repaired under warranty.However, less than a week after collecting the vehicle—and having driven only around 100 miles—the same engine warning light reappeared today, along with an additional warning indicating an issue with the exhaust system. During this incident, I observed heavy smoke, reduced engine performance, and a noticeable smell inside the cabin. Fortunately, this occurred close to home, allowing me to return the vehicle safely. I informed Lookers South Shields about the issue today at approximately 5:15 PM. Following their advice, I contacted the RAC for assistance. The RAC technician arrived around 7:15 PM and, after conducting an inspection, confirmed that three out of four injectors are malfunctioning and Engine is not behaving correctly . He advised that the vehicle is not safe to drive and should not be taken to the Lookers garage in its current condition. As a result, the technician will return tomorrow to arrange for the vehicle to be transported to Lookers South Shields. He also noted that the fault may have been pre-existing.This recurrence suggests that the original fault was may be either not fully resolved or may have been present at the time of sale. I also requested a full diagnostic report following the initial repair, which I have yet to receive.Given these circumstances, I do not feel safe, reliable or confident driving this vehicle, particularly with children or on longer journeys.As the vehicle remains within the six-month dealership warranty, and this is the second occurrence of the same fault along with more issues, I am exercising my rights under the Consumer Rights Act 2015. I am formally requesting a replacement vehicle or an appropriate resolution that reflects the seriousness and inconvenience of this ongoing issue.Please confirm the following:• - When the vehicle will be inspected again• - A car essential for my daily commute therefore, a courtesy car is required during this period• - The process and timeline for arranging a replacementI would appreciate a prompt and satisfactory written response to this matter.Thank you for your attention. I look forward to hearing from you soon.Kind regards,TariqMD Tariqujjaman1 Julian St, NE33 2EPMob: 07453 266798

I have emailed Friday and Saturday about a car that is still advertised on Sunday. No response from the team. I stated that the phone number doesn't work as we are abroad currently. Email would have been great.