From: Laura NewmanSent: 24 June 2026 09:12To: Vehicle ComplaintsSubject: Extended WarrantyExternal Sender: Confirm legitimacy before acting.Good morning,I am currently in the process of selling my vehicle. At the time of purchase, I also purchased an extended warranty. The extended warranty period has not yet commenced and no claims have been made under the policy.Could you please confirm whether I am entitled to a refund of the extended warranty premium and, if so, whether any administration fee or other deduction would apply?I would be grateful if you could advise me of the refund amount and the process for arranging this.Vehicle Registration is EJ22 SFOKind RegardsLaura Newman

car booked for MOT on Tuesday and mentioned a few other issues to be looked at, like the front parking sensors being overly sensitive and the passenger door occasionally popping open while driving. customer dropped car off @ 8am and then rang @ 4.30pm to arrange to collect it the following day due to transport issues. arrived at 8am as due at work at 9am and spoke to a lady in striped trousers who advised that the car was in with the valeters as the windows had been left open overnight and as compensation for this was offered for the MOT cost to be waived. Customer unhappy as car is on the steal-able list and the fact the windows were left open on site during a rainstorm and the car is a hybrid so he doesnt know the extent of the potential damage that has been caused.

FAO: Kevin Newton, Franchise General ManagerLookers Ford ChelmsfordDear Mr. Newton and the Lookers Complaints Team,Re: Formal Rejection of Ford Kuga PHEV Reg EX74XYGI am writing to formally reject the above vehicle under the Consumer Rights Act 2015 and request a vehicle buyback and full refund of my £26,500 purchase price, subject only to lawful mileage usage deductions.I purchased this vehicle for cash as a 'Ford Direct' approved used vehicle from your Lookers Chelmsford branch on 24/11/2025. The vehicle has developed multiple significant manufacturing defects well within the first 6 months of my ownership:1. High-Voltage Battery Safety Recall (FSA 25SC4): The vehicle carries an active thermal/fire risk. I am strictly instructed by the manufacturer not to charge past 80% and to avoid specific terrain modes. A permanent hardware or software remedy is completely unavailable from Ford until mid-2026.2. Defective Sunroof Assembly & Substandard Remedy: On its first major road trip, the sunroof seals tore and began leaking air. A European Ford main dealer confirmed the vehicle requires a complete replacement roof costing several thousand euros. Furthermore, your team failed to provide the mandated European warranty support during this trip, falsely claiming Brexit invalidated the Ford Direct EU coverage and stating I must pay out of pocket. I am now informed Lookers intends to use a third-party specialist to rebond the failing seals on 8th June rather than replacing the roof to factory standards. I do not accept a patched repair on a premium approved-used vehicle.Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose. Forcing a consumer to wait months for a critical safety recall, restrict their plug-in battery usage, and accept third-party bonding on a structural roof defect constitutes a severe, unlawful "significant inconvenience." As a permanent repair cannot be provided within a "reasonable time," my right to reject the car is absolute.Please note that I have already initiated and had accepted a cosmetic claim with Premia Solutions (Claim No: CL/78/438179) on the 17th July which I will change to your forecourt address.to rectify minor rear bumper scuffs at £0 excess, ensuring the bodywork is fully covered and restored.I will deliver the car to your Chelmsford workshop on Monday, 8th June, as scheduled. However, please be entirely clear that I am handing it over strictly as a rejected vehicle, not for a standard temporary repair. Please provide your final refund calculations within 7 days.Yours sincerely,Mr A Raven

Helpful staff, they answer emails, only issue is opening times, closing at 6pm normally prevents visits in the week, closed Sunday, leaves only Saturday.

Found possible couple of vehicles but staff not able to move on advised cost or part exchange value. Have found a vehicle with another Ford dealership.

Excellent service from Tim, from initial enquiry through to picking up the car, couldn’t fault anything.

Really helpful staff (Danny) went above and beyond to get me details and video of a car I was interested in even though I didn’t buy that car I was very happy with the service provided

FAO: Kevin Newton, Franchise General ManagerLookers Ford ChelmsfordDear Mr. Newton and the Lookers Complaints Team,Re: Formal Rejection of Ford Kuga PHEV (Registration:EF74XYG)I am writing to formally reject the above vehicle under the Consumer Rights Act 2015 and request a vehicle buyback and full refund of my £26,500 purchase price, subject only to lawful mileage usage deductions.I purchased this vehicle for cash as a 'Ford Direct' approved used vehicle from your Lookers Chelmsford branch on 24/11/2025. The vehicle has developed multiple significant manufacturing defects well within the first 6 months of my ownership:1. High-Voltage Battery Safety Recall (FSA 25SC4): The vehicle carries an active thermal/fire risk. I am strictly instructed by the manufacturer not to charge past 80% and to avoid specific terrain modes. A permanent hardware or software remedy is completely unavailable from Ford until mid-2026.2. Defective Sunroof Assembly & Substandard Remedy: On its first major road trip, the sunroof seals tore and began leaking air. A European Ford main dealer confirmed the vehicle requires a complete replacement roof costing several thousand euros. Furthermore, your team failed to provide the mandated European warranty support during this trip, falsely claiming Brexit invalidated the Ford Direct EU coverage and stating I must pay out of pocket. I am now informed Lookers intends to use a third-party specialist to rebond the failing seals on 8th June rather than replacing the roof to factory standards. I do not accept a patched repair on a premium approved-used vehicle.Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose. Forcing a consumer to wait months for a critical safety recall, restrict their plug-in battery usage, and accept third-party bonding on a structural roof defect constitutes a severe, unlawful "significant inconvenience." As a permanent repair cannot be provided within a "reasonable time," my right to reject the car is absolute.Please note that I have already initiated and had accepted a cosmetic claim with Premia Solutions (Claim No: CL/78/438179) to rectify minor rear bumper scuffs at £0 excess, ensuring the bodywork is fully covered and restored.the repair will be done on the 17th July and I will amend address to your forecourt addressI will deliver the car to your Chelmsford workshop on Monday, 8th June, as scheduled. However, please be entirely clear that I am handing it over strictly as a rejected vehicle, not for a standard temporary repair. Please provide your final refund calculations within 7 days.Yours sincerely,Mr A RavenTel 07515730845Purchased mileage 7731Current Mileage: 10342

FAO: Kevin Newton, Franchise General ManagerLookers Ford ChelmsfordDear Mr. Newton and the Lookers Complaints Team,Re: Formal Rejection of Ford Kuga PHEV (Registration: EF74XYGI am writing to formally reject the above vehicle under the Consumer Rights Act 2015 and request a vehicle buyback and full refund of my £26,500 purchase price, subject only to lawful mileage usage deductions.I purchased this vehicle for cash as a 'Ford Direct' approved used vehicle from your Lookers Chelmsford branch on 24/11/2025. The vehicle has developed multiple significant manufacturing defects well within the first 6 months of my ownership:High-Voltage Battery Safety Recall (FSA 25SC4): The vehicle carries an active thermal/fire risk. I am strictly instructed by the manufacturer not to charge past 80% and to avoid specific terrain modes. A permanent hardware or software remedy is completely unavailable from Ford until mid-2026.Defective Sunroof Assembly & Substandard Remedy: On its first major road trip, the sunroof seals began leaking air causing the seals to tear. A European Ford main dealer confirmed the vehicle requires a complete replacement roof costing several thousand euros. Furthermore, your team failed to provide the mandated European warranty support during this trip, falsely claiming Brexit invalidated the Ford Direct EU coverage and stating I must pay out of pocket. I am now informed Lookers intends to use a third-party specialist to rebond the failing seals on 8th June rather than replacing the roof to factory standards. I do not accept a patched repair on a premium approved-used vehicle.Under the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose. Forcing a consumer to wait months for a critical safety recall, restrict their plug-in battery usage, and accept third-party bonding on a structural roof defect constitutes a severe, unlawful "significant inconvenience." As a permanent repair cannot be provided within a "reasonable time," my right to reject the car is absolute.Please note that I have already initiated and had accepted a cosmetic claim with Premia Solutions (Claim No: CL/78/438179) to rectify minor rear bumper scuffs at £0 excess, ensuring the bodywork is fully covered and restored.The repair is on the 17th July 2026 I will change the address to your forecourt addressI will deliver the car to your Chelmsford workshop on Monday, 8th June, as scheduled. However, please be entirely clear that I am handing it over strictly as a rejected vehicle, not for a standard temporary repair. Please provide your final refund calculations within 7 days.Yours SincerelyMR A RavenTel 07515730845Purchased Mileage 7731Current Mileage: 10342

HiA car purchased, from yourselves, a blue Ford Focus RS MK3 (2017), registration EX17GKD, which we then purchased in November 2020. We have been informed by the previous owner that the head gasket was replaced by yourselves, so you should still have record of this replacement? Since owning the car we have had to have several replacement turbo oil feed pipes, in which we have receipts for. As this was becoming a concern of mine, I seeked advice from collins performance engineering, in Leeds, who are specialists in Ford Focus RS. They have informed me that the issue is not with the turbo oil feed pipe but with the head gasket being wrongly installed. I have since been to my local Lookers, who I gave this information to, they completed a health check and are in agreement that it is an issue with the head gasket. I have documentation for this. The head gasket leak is directly above the turbo oil pipe and according to Collins performance engineering, this wrong diagnosis of the oil pipe is a common occurrence. The price to sort this issue out, as you will know, is around £3000. I feel that given my car has only done 17,863 miles, this problem should not be happening and the fact that my local lookers are now in agreement that it was never the oil pipe but the head gasket that is the issue and has been going on since the purchase of the car. I have since been in touch with the motor ombudsman who have advised me to contact you regarding this matter, as they think I have a strong case for this matter to be resolved by yourselves. Thank you for taking time to look into this for me and I await your responseKind regardsKieran Stocks