I purchased a Ford Puma from you which was delivered on 17 October 2025.The vehicle has developed a fault involving a noticeable clunk or play in the steering column, particularly when manoeuvring at low speed or when transitioning steering input. This appears to indicate movement or wear within the steering column or intermediate shaft.As the vehicle is still within six months of delivery, I am notifying you of this issue under the Consumer Rights Act 2015. Faults reported within this period are presumed to have been present at the time of sale unless proven otherwise.As I am based in Buckinghamshire and your dealership is in Essex, returning the vehicle to you is not practical. I would therefore ask that we agree a reasonable arrangement for inspection and repair locally, such as authorising a nearby garage to diagnose and repair the issue at your cost.Please let me know how you would like to proceed.Kind regards,Phil Marston

The Dutton-Forshaw Motor Company Limitedt/a LookersLookers House 1st FloorLookers StokeBede RoadStoke-on-TrentUnited KingdomST4 4GU23 February 2026Direct Dial: 0344 892 8106 (Ext: 21997)Email: harry.flint@dlglegalservices.co.ukOur Ref: FLIY/02764092/1Always quote our referenceLETTER OF CLAIMDear SirsOur Client: Mr Kevin French, 2 St. Marys Place, Little Dunmow, Dunmow, CM6 3HXWe are instructed by our client in relation to your breach of contract. Our clientintends to pursue you for damages and his legal costs where applicable.The ProtocolThis letter is being sent to you in accordance with the Practice Direction on PreAction Conduct and Protocols (the “Practice Direction”) as set out in the CivilProcedure Rules (“CPR”).We enclose a copy of the Practice Direction for your ease of reference. We referyou to paragraph 6 of the Practice Direction concerning the need for potentialdefendants to give a full written response to letters of claim providing sufficientinformation to allow the claimant to understand whether you seek to defend thismatter, and if so, the reasons/evidence you seek to rely on.Further, we refer you to paragraphs 13-16 of the Practice Direction concerning theCourt’s power to impose costs sanctions against you if you fail to comply with thePractice Direction even if you have a legitimate defence to the overall claim.We recommend you take legal advice on this letter.Background1. On 27 November 2025, our client entered a contract with you for the sale ofhis vehicle, a Ford Puma Hatchback 1.0 EcoBoost Hybrid, vehicle registrationEK71 HFN. He spoke with James Payne, an employee, agent and/or servantof your company, with whom he had also spoken with the previous week,and a purchase price of £10,300.00 was agreed.2. During the discussion, Mr Payne requested sight of the MOT certificate andservice records. Upon review, he identified a discrepancy in one of thehistoric mileage readings recorded on an MOT certificate and raised this asa potential issue. However, having subsequently reviewed the service history,he confirmed that he was satisfied the discrepancy amounted to a clericalerror and confirmed that the purchase could proceed.3. Due to technical issues at your premises, the purchase documentationrelating to our client’s vehicle was not completed until later that day.4. The money was due to appear in our clients account within a few days, butthis did not happen. Our client contacted Lookers Ford Braintree on 4December 2025. Mr Payne returned his call later that day and stated howthe Lookers’ accounts team would not release the funds due to the mileagediscrepancy on one of the MOT records.5. Our client subsequently raised a formal complaint and repeatedlyrequested that you identify the specific contractual term, or provision withinyour terms and conditions, upon which you rely to justify terminating thepurchase on this basis.6. On 5 January 2026, our client received a final email from the Sales Managerat Lookers Ford Braintree, Rob Clifforth. He explained Lookers would not beproceeding with the purchase of the vehicle due to the mileagediscrepancy. Mr Clifforth also referred our client to Motor Ombudsman – whoare unable to assist with this matter.The ClaimThe express terms of the contract were that you agreed to purchase our client’svehicle for £10,300.00 with the full terms set out in the Purchase Order Form.Payment was to be made by bank transfer into our client’s bank account within afew of days of the 27 November 2025.Whilst both the Purchase Order Form and the terms and conditions available onyour website provide that the contract may be terminated in circumstances wherea vehicle has been misrepresented, no such misrepresentation occurred in thiscase. Our client did not provide any false or misleading information during theValuation Tool or order process.Moreover, the relevant information was readily available to, and in fact reviewedby your representative prior to confirming that the purchase could proceed.Breach of ContractThere is no provision within the Purchase Order Form which suggests that our clientwas in breach of contract.In the circumstances, it is you who are in breach of contract by failing to fulfil yourobligations under the contract, namely, to complete the purchase and pay ourclient the agreed sum of £10,300.00.LossOur client has suffered a loss of £10,300.00 as a result of you unilaterally cancellingthe contract.Documents EnclosedWe enclose copies of: -1. The Pre-Action Protocol under the Civil Procedure Rules.2. The Purchase Order Form (dated 27 November 2025).3. Correspondence between the parties.The list of documents above is not purported to be an exhaustive list of documentsto support the claim, and we reserve our Client’s position to further particularisetheir claim as the matter progresses.Please confirm that you will take proper and appropriate steps to ensure that norelevant documents, including electronic documents that are in your or youragent’s possession are altered, lost, destroyed or disposed of pursuant to CPRPractice Direction 31B.Action RequiredPlease acknowledge this letter of claim within 14 days and within 28 days either:1. Pay the sum of £10,300.00, or;2. Provide your full response pursuant to the Practice Direction.If we receive no reply from you within that time, our client will commenceproceedings to recover the damages, applicable legal costs and interest, withoutfurther notice or warning to you.Yours faithfullyDLG Legal Service

Hi Vehicle Complaints,Please see below - this has happened several times now and the service ive received from fords has been appalling and cost our business lots of money and time.Can someone from the complaints team contact me as a matter of urgency.Many thanksJames BaileyDirector07760857426On 2 Mar 2026, at 03:14, Darren Holdenwrote:Hi Mr BaileyUnfortunately the repeat repair regarding the injector is due to a component failure and not anything we could have influenced. I have spoken to my service manager and we will not be looking to carry out the additional repairs as a goodwill gesture.Should you wish to speak to Ford's complaints department, their number is 0203 5644444.Kind regardsDarren HoldenSenior Service AdvisorLookers Ford GWM BraintreeRayne Road | Braintree | CM7 2QST: 01376 321 202lookers.co.uk/ford________________________________________From: James BaileySent: 02 March 2026 11:01To: Darren HoldenCc: Chelmsford demoSubject: Re: BK21YTC & LA74WWHExternal Sender: Confirm legitimacy before acting.Hi Darren,Thanks for your email.Given the continuous problems we have had with this vehicle can you do the timing belt and the shock absorber and the engine cover as a gesture of goodwill?If not I will take up a formal complaint with ford complaints department.RegardsJamesOn 2 Mar 2026, at 00:54, Darren Holdenwrote:Hi Mr BaileyThe work carried out was replacement of no.4 injector, the seal was blowing which caused the fumes, the injector was siezed in the cylinder head so we had to replace the whole thing.We can do the timing belt for £1260.62 as previously quoted. Everything else will be as quoted on the health check sent.Kind regardsDarren HoldenSenior Service AdvisorLookers Ford GWM BraintreeRayne Road | Braintree | CM7 2QST: 01376 321 202lookers.co.uk/ford________________________________________From: james@chelmsford-demo.co.ukSent: 01 March 2026 12:18To: Carli Murphy; Darren HoldenCc: 'Chelmsford demo'Subject: RE: BK21YTC & LA74WWHExternal Sender: Confirm legitimacy before acting.Hi Darren,Further to your phone call on Friday afternoon can you please advise what work was carried out as the video below doesn’t show it?https://video.citnow.com/vtyzmk0sdprAlso with regards to other items on video can you please advise fords best price given the continuous problems this has caused?The courtesy car provided is not practical for running our business and is costing us money so I’m keen to have this resolved asap.Please reply asap.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: james@chelmsford-demo.co.ukSent: 25 February 2026 17:32To: 'Richard Marsh'; Carlimurphy@lookers.co.ukCc: 'Chelmsford demo'; 'Darren Holden'Subject: RE: BK21YTC & LA74WWHHi Carli,Hope your well.I’ve tried to call a few times, can you please advise if BK21 YTC is ready to be dropped off and replacement transit available, I could do tomorrow pm?Need to get this in asap please.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: james@chelmsford-demo.co.ukSent: 13 February 2026 14:13To: 'Richard Marsh'Cc: 'Chelmsford demo'; 'Darren Holden'Subject: RE: BK21YTC & LA74WWHHi Richard,Following on from the below I received a call yesterday from Braintree advising of bringing the vehicle in today with a replacement vehicle available. I received a text confirming this, then unfortunately I received another phone call saying the replacement vehicle wasn’t available until next week.I did phone back later and left a message with the sales team asking if there were any other vehicles available such as a transit custom, they advised they would give the message to servicing and get them to come back to me. I haven’t had any phone calls back however got another text message yesterday at 16:49 confirming a further appointment at 09:10am on 13th Feb (today).I’ve just tried to phone ford Braintree on 01376321202 again but there were no answer and no voicemail available. Can you please let me know as I’m keen to get BK21 YTC resolved as advised to your Braintree colleague yesterday the smell of CO2 and diesel is becoming stronger in the cab and the engine power seems to have died off a bit, intermittently in limp mode and the automatic gear changes are very jumpy.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: James BaileySent: 11 February 2026 05:50To: Richard MarshCc: Chelmsford demo; Darren HoldenSubject: Re: BK21YTC & LA74WWHHi Richard,We need loan vehicles, I asked Darren to ask his manager about finding some or hiring them in - he hasn’t come back to me on that.Darren should also have explained what work is required on the vehicles.Customer service is poor and communication terrible. Please advise contact details for the director of complaints.JamesSent from my iPhoneOn 5 Feb 2026, at 13:25, Richard Marshwrote:Good afternoon,I have been asked to book in 2 of your vehicles for attention.We have availablility for this work on Feb 11th and 12th.Regrettably there is no available provision for a loan vehicle until March 9th onwards should you prefer that option.Please let me know how you would like to proceed, and what works are required on either vehicle.ThanksSent: 05 February 2026 09:37To: james@chelmsford-demo.co.ukCc: 'Chelmsford demo'; Joe EnglebrightSubject: Re: BK21YTC & LA74WWHMorning Mr BaileyOur next available date at Colchester with a replacement van is 5th of March, we only have a Transit Custom or a high top Transit as loan vehicles.I don't have access to other sites diaries so can't give you a lead time for them.Kind regardsDarren HoldenSenior Service AdvisorLookers Ford Transit Centre Colchester4 Newcomen Way, Severalls Business Park | Colchester | CO4 9YRT: 01206 222 222lookers.co.uk/fordRichard MarshService AdvisorLookers Ford Chelmsford2 Argyll Road, Chelmer Village | Chelmsford | CM2 6PYT: 01245 247247lookers.co.uk/ford________________________________________From: james@chelmsford-demo.co.ukSent: 04 February 2026 20:04To: Darren HoldenCc: 'Chelmsford demo'Subject: RE: BK21YTC & LA74WWHExternal Sender: Confirm legitimacy before acting.Hi Darren,As per telephone conversation today, can you please advise what vehicles are available to us as cover vehicles and when and where we can take it asap?As discussed we can’t keep breathing in co2 and have low battery warning signs on as we need fully operational vehicles on the road to run our business.Please help.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: james@chelmsford-demo.co.ukSent: 02 February 2026 12:36To: 'Chelmsford demo'; 'Lauren Cramer'; 'Ellie Smith'; 'Richard Marsh'; 'Harry Cass'; 'Darren Holden'Subject: RE: BK21YTC & LA74WWH@'Darren Holden' see below – Chelmsford are no helpFrom: Lauren CramerSent: 02 February 2026 12:32To: james@chelmsford-demo.co.uk; Ellie Smith; Richard Marsh; Harry CassCc: 'Chelmsford demo'Subject: RE: BK21YTC & LA74WWHHi James,We can happily get the 2nd vehicle booked in for you from w/c 09/03 with a loan vehicle.Please let us know which date is suitable so we can organise this for you. Again if this timescale is not suitable please let Darren know when he gets in touch in regards to the 1st vehicle to see if he can organise something sooner for you.RegardsLaurenLauren CramerSenior Service AdvisorLookers Ford Chelmsford2 Argyll Road, Chelmer Village | Chelmsford | CM2 6PYT: 01245 247 247lookers.co.uk/fordFrom: james@chelmsford-demo.co.ukSent: 02 February 2026 12:28To: Lauren Cramer; Darren Holden; Ellie Smith; Richard Marsh; Harry CassCc: 'Chelmsford demo'Subject: RE: BK21YTC & LA74WWHImportance: HighExternal Sender: Confirm legitimacy before acting.Hi Lauren,Also please note we have another vehicle (ford transit custom reg above) that needs looking at as well as there’s an electrical issue with the battery. It keeps coming up low battery although had the battery checked by Halfords and they said it was fine. So, we need this booked in with another replacement as need these vehicles on the road to run our business.The battery went flat over the Christmas period where we had to leave it in a co-op cark park and walk home in the freezing cold with a load of shopping.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: james@chelmsford-demo.co.ukSent: 02 February 2026 11:57To: 'Lauren Cramer'; 'Darren Holden'; 'Ellie Smith'; 'Richard Marsh'; 'Harry Cass'Cc: 'Chelmsford demo'Subject: RE: BK21YTCImportance: HighHi Lauren,Needs to be earlier than this and when you say loan vehicle – we didn’t pay for it before – this is an ongoing ford issue that needs treating as a matter of urgency.I’ve also explained to Darren that the wet belt is advised to be changed soon making this even more of a priority. If you don’t have an alternative available, I would suggest you hire a ranger in for me or get one from another Ford Lookers.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: Lauren CramerSent: 02 February 2026 11:54To: james@chelmsford-demo.co.uk; Darren Holden; Ellie Smith; Richard Marsh; Harry CassCc: 'Chelmsford demo'Subject: RE: BK21YTCHi James,Our first availability with a loan van is w/c 09/03.Please let us know which day would be suitable so we can organise a booking date for you.RegardsLaurenLauren CramerSenior Service AdvisorLookers Ford Chelmsford2 Argyll Road, Chelmer Village | Chelmsford | CM2 6PYT: 01245 247 247lookers.co.uk/fordFrom: james@chelmsford-demo.co.ukSent: 02 February 2026 11:51To: Darren Holden; Lauren Cramer; Ellie Smith; Richard Marsh; Harry CassCc: 'Chelmsford demo'Subject: RE: BK21YTCExternal Sender: Confirm legitimacy before acting.Thanks Darren,Chelmsford – please get in touch asap and we will need a replacement vehicle as provided before whilst this is being sorted.Kind RegardsJames Bailey Bsc CCDODirectorM: 07760857426E: james@chelmsford-demo.co.ukW: www.chelmsford-demo.co.ukFrom: Darren HoldenSent: 02 February 2026 11:43To: Lauren Cramer; Ellie Smith; Richard Marsh; Harry CassCc: james@chelmsford-demo.co.ukSubject: BK21YTCMorning allBit of an ongoing issue with Mr Bailey's Ranger going back to my days at Braintree, would someone please call and arrange to get the vehicle in to Chelmsford for an issue with fumes coming into the vehicle. All four injectors were replaced in April 2025 so if this is the issue again they will be covered by fitted part warranty.Telephone number is 07760857426Many thanksDarren HoldenSenior Service AdvisorLookers Ford Transit Centre Colchester4 Newcomen Way, Severalls Business Park | Colchester | CO4 9YRT: 01206 222 222lookers.co.uk/ford

James was a great help.

Easy to make contact. Very fast response.

When you make an enquiry via email regarding a vehicle is it not courtesy to receive a response to your enquiry that answers your questions? Not to just ignore the questions asked sent a response that had nothing to do with the question I asked!Then to completely ignore my second email! All I can say is business must be booming as you don’t obviously need customers enquiries!!

Dear Sirs,Please find attached a formal Letter of Claim, together with corresponding documents, concerning the ongoing dispute between Lookers and our client.The Letter of Claim sets out in full the details of our client’s claim, the legal basis upon which it is made, and the steps that will be taken should the matter not be resolved.A copy of this correspondence has also been sent to you by post for your records.Yours faithfully,Harry FlintLitigator| Civil Litigation Team

sale assistant was polite and helpful

The car’s condition was really bad, so bad we walked away.

I recently bought a Ford Kuga from James Payne lookers Ford Braintree. I couldn't be happier, he was very helpful and patient with us. The work completed on the car prior to purchase was to an incredible standard, I couldn't fault the service and would recommend anyone to buy from lookers Braintree.