Good afternoon,Please see below and attached details of a nonregulated and regulated complaint we have received – this is regarding the lost enquiry 8376859.Please note that the elements marked in yellow are not regulated, as such please can these be investigated as NR.The remainder elements are regulated and these would be dealt with by myself, these elements are:You said that you were informed by our colleagues that you could not place a deposit of £9,250 against the cost of the vehicle, which was £9,999, and £7,000 was the maximum you could deposit. You asked the cost of interest as this was not clearly displayed but you were provided with these details. You explained to our colleagues that you drive between 12,000 - 20,000 miles per year however the finance was recorded as 8,000 per annum by our colleagues. You questioned this and were told that it didn't matter as the agreement was a Hire Purchase, not a Personal Contract Purchase. You queried if you could cancel the finance arrangement if you changed your mind and were told that you would have a 'black mark' recorded against your credit account.However, on checking with the lender, Redline Finance, it states that a deposit of 95% would have been acceptable. It also clearly states that you should have been explicitly shown the interest rate, that the cooling off period is when is best to end the agreement if you change your financing arrangements and the mileage needs to be accurate for the agreement to be valid. It also states no 'black mark' is placed against your name for ending the finance agreement within the cooling off period and merely a credit 'hard search' remains.Please can you let me have the following information:• Please can you confirm if the SE informed the customer that she could only place a deposit of £7,000 against the vehicle?• If so, was this the correct thing to say at the time in line with our sales process?• Did the customer question the interest and did the SE correctly display and provide these details to her at the time?• The customer has mentioned her mileages was incorrectly stated on the documents – please clarify if this was the case and if so, why was the lower figure used by the SE?• Please provide comments around the ’black mark’ that the SE has mentioned?• Has the customer raised these issues with the dealership and what discussions, if any, have been held?• Anything else you wish to provide?Thanks,Sonia MahmoodComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043lookers.co.ukFrom: N nickikelk@gmail.comSent: 12 April 2026 15:42To: Graham Turner GrahamTurner@lookers.co.uk; Gethin Williams gethinwilliams@lookers.co.uk; reservationrefunds@lookers.co.ukCc: complaint.info@financial-ombudsman.org.ukSubject: Concerns regarding Misrepresentation of products sold and faulty clutch of NG66 GDY at lookers Ford Car Hub South ShieldsExternal Sender: Confirm legitimacy before acting.Dear Graham----Thank you for the test drive yesterday on the VW golf TDI match edition NG66 GDY. As we discussed before, during and after the test drive and during the pricing negotiation, I have concerns about the integrity of the clutch. I informed you repeatedly that the pedal was high, the low gear changes were jolty and the clutch was not consistently smooth. I explained these issues were more prominent in 'eco' mode as opposed to 'sport' mode. I explained I was concerned the clutch was faulty. Despite your reassurance that the clutch seemed okay when you drove it to the body shop and explanation that all clutches differ car by car, you kindly agreed to raise this issue with the mechanics to ensure the clutch was not faulty. You also agreed the body shop would address the two front wing dents, black scrape on the rear passenger door, white scuffing to the rear bumper (passenger side) and scratches to the top of the rear bumper. You explained the car had been fully serviced and advisorys on the last mot had been fixed including the two suspension bushes and front and rear brake discs and pads.To reassure me further, you explained the clutch would be covered by the RAC warranty should it fail in the lifetime of the warranty. You also explained the cambelt and parking sensors would be covered by the warranty along with the electric folding wing mirrors. You cited a recent wing mirror failure of yours cost £800 so you claimed yours through the same warranty. You also explained the touch screen media device would be covered by the warranty and again suggested replacement of this would cost in excess of £1500. Prior to my visit you also informed me there would be no diagnostic charges to explore potential mechanical or electrical faults. These points reassured me to purchase and increase the length of the warranty. I was not informed which level of RAC warranty you were selling. You informed me you were providing me with 4 years cover for the price of 3.Sadly I have not received any written details or information through for the warranty either pre or post sale. On checking the RAC website I am concerned that the extent of the warranty has been misrepresented. It clearly explains that 'wear and tear' aspects of the car including the clutch, cambelt, parking sensors, wing mirrors and infotainment system are not covered by the warranty. It also states that diagnostic charges are payable even with the highest 'platinum' cover and that the infotainment system would only be covered to a value of £500 and only in cases of manufacturing faults and not wear and tear or soft ware issue. You informed me that the 'free year' warranty was deducted against the price of the car however this is marked as the current spring event offering £300 towards my deposit. The contrast between your explanation of what the warranty covers and my review of the details from the RAC are starkly different and I feel I have been missold the warrenty. This breaches The Misrepresentation Act 1967. ----With regard to the finance arrangement, you stated I could not place a £9,250 deposit against the cost of the car (£9,999) and £7000 was the maximum. I asked you the cost of interest as this was not clearly displayed. You did not tell me or show me the interest rate for the finance. I did explain I drive between 12000 and 20000 miles per year. You recorded my mileage on the finance agreement as 8000 and when I questioned this, you told me this didn't matter as it was HP and not pcp. I asked if I could cancel the finance arrangements if I changed my mind and you told me I would have a 'black mark' against my credit account. You told me I would be better to let it run past the cooling off period and address it to avoid the black mark. You did explain I could over pay on the finance and told me you had put a £600 payment down recently. You told me I could reduce the term. I have not received details of the finance. The documents sent are password protected and I have not been provided with a password to review these.On checking redline and the financial ombudsmen, they state a deposit of 95% would have been acceptable. It also clearly states I should have been explicitly shown the interest rate, that the cooling off period is when is best to end the agreement if I change my financing arrangements and the mileage needs to be accurate for the agreement to be valid. It also states no 'black mark' is placed on my name for ending my finance agreement in the cooling off period and merely a credit 'hard search' remains. I am therefore concerned that the finance was also misrepresented.Due to the misrepresentations of the products offered to me, the verbal explanation of the warranty cover differing from the actual cover provided, the limited financing details I have received and the lack of assurance about the clutch being fully operational, I am concerned you are selling me a vehicle with a pre-existing fault which nullifies the agreement. I would therefore like to unwind both the car purchase, warrenty purchase and finance agreement and have my £250 reservation deposit returned.Kind regardsNicki Kelk

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.