Good Afternoon AnnThis has been recorded as a lender complaint which the dealership respond to.We understand that the dealership have already responded so will confirm to the lender.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUwww.lookers.co.ukFrom: Customer FeedbackSent: 22 September 2025 14:08To: F and I ComplaintsSubject: FW: Urgent: Escalation Request – Complaint Ref 000033255116AfternoonIs the below something that you are dealing with or is it with the dealershipThanksAnnFrom: Kelly MillsSent: 21 September 2025 18:00To: Chris Warren; Paul Mills; complaints@redlinefinance.com; F and I Complaints; Rob Dier; Rob Dier; Vehicle ComplaintsSubject: Urgent: Escalation Request – Complaint Ref 000033255116External Sender: Confirm legitimacy before acting.Dear Lookers / Redline Finance Complaints TeamI am writing to formally escalate my ongoing complaint (Ref 000033255116) regarding the vehicle purchased through Lookers and financed with Redline Finance.Although my initial complaint was acknowledged and I understand it may take up to 8 weeks to investigate, I have repeatedly chased for updates without receiving any meaningful response from either Lookers or Redline Finance. This ongoing lack of communication is extremely disappointing and, in my view, falls below acceptable standards of customer service.Being without a vehicle for this extended period is causing significant disruption to my family life and my work. We have no practical alternative for school runs or commuting, yet we continue to pay monthly finance on a vehicle we cannot use.Given the circumstances, I request:• Immediate update on the status of my complaint, including confirmation of what steps have been taken by both Lookers and Redline Finance since my last contact.• Escalation to a senior manager within both organisations to ensure a timely resolution.• Provision of a courtesy/loan vehicle (or reimbursement of costs incurred) while this matter is resolved.I would appreciate a full written response by close of business on Monday to confirm the actions now being taken. If no satisfactory response is received, I will have no choice but to refer the matter via other regulatory channels.I hope we can resolve this swiftly.Please treat this as a formal escalation and respond urgently.Regards,Kelly MillsSent from Outlook for Android________________________________________From: Kelly MillsSent: Thursday, September 18, 2025 8:51:06 AMTo: Chris Warren; Paul Mills; complaints@redlinefinance.com; F and I ComplaintsSubject: Re: 000033255116Day 3 of requesting an update @F and I Complaints@Redline - Complaints and still no response. Please refer to previous emails.RegardsKellySent from Outlook for Android________________________________________From: Kelly MillsSent: Wednesday, September 17, 2025 11:03:32 AMTo: Chris Warren; Paul Mills; complaints@redlinefinance.com; F and I ComplaintsSubject: Re: 000033255116Please can I have an urgent update, its extremely disappointing that we have to keep chasing but do not get a response from anybody at Lookers or at Redline Finance.RegardsKellySent from Outlook for Android________________________________________From: Kelly MillsSent: Tuesday, September 16, 2025 9:40:50 AMTo: Chris Warren; Paul Mills; complaints@redlinefinance.com; F and I ComplaintsSubject: Re: 000033255116Good Morning @Chris Warren @F and I ComplaintsI have spoken to Fola at Redline Finance this morning and they still haven't received the completed forms.Please can this be escalated as a matter of urgency, I cannot be without a car for 8 weeks it's affecting my work and getting the children to school, this is not acceptable. We have had nothing but issues with this car and its only done 61000 miles. We came to Lookers to purchase this car as I previously worked for Lookers and we trusted you as a dealership but we have been truly disappointed in the product and the customer service, I shouldn't have to chase this many times for a resolution not only are we without a car, its costing us money each month for our finance agreement but its also costing me time with the calls between the Finance company and yourselves.Please escalate and provide and update urgently.RegardsKellySent from Outlook for Android________________________________________From: Chris WarrenSent: Tuesday, September 9, 2025 1:20:39 PMTo: Kelly Mills; Paul Mills; complaints@redlinefinance.com; F and I ComplaintsSubject: RE: 000033255116Hi Mrs Mills,My sales colleagues have provided all the information required by the F&I complaints team. They will now liaise with Redline.Kind regardsChris WarrenService ManagerChelmsford Ford2 Argyll Road | Chelmsford | CM2 6PYT: 01245 924 444www.lookers.co.uk/fordFrom: Kelly MillsSent: 09 September 2025 12:43To: Chris Warren; Paul Mills; complaints@redlinefinance.com; F and I ComplaintsSubject: Re: 000033255116External Sender: Confirm legitimacy before acting.Hi @Chris Warren please could you provide an update please?I've added Fandicomplaints@lookers.co.uk to this email so they can assist with this current complaint and advise an urgent update.Kind RegardsKellySent from Outlook for Android________________________________________From: Kelly MillsSent: Monday, September 8, 2025 1:45:44 PMTo: Chris Warren; Paul Mills; complaints@redlinefinance.comSubject: Re: 000033255116@Redline - Complaints following my call today (08/09) at 13.10 it is disappointing that we haven't received an update even though I have emailed. From speaking to your colleague Fola, they have advised that you have been waiting for Lookers to complete and return relevant forms from 28/08 - this is an update you could have provided sooner, I shouldn't have to call to find out this information.I have personally spoken to Chris at Lookers today who advised he will chase the completed forms from Head Office today.Also within this ongoing complaint please ensure you include the issues with the car from last year when the car needed a new engine, the costs and the issues we had without a car. Both lookers and redline finance should have all the documentation on file.@Chris Warren please could you provide an update when you speak to Head Office this afternoon.Thank youKind RegardsKellySent from Outlook for Android________________________________________From: Chris WarrenSent: Monday, September 8, 2025 9:01:00 AMTo: Kelly Mills; Paul Mills; complaints@redlinefinance.comSubject: RE: 000033255116Hi Mrs Mill,Unfortunately, we currently have no auto vehicles available for loan. Any loan would require approval of the repair work.Kindest regardsChris WarrenService ManagerChelmsford Ford2 Argyll Road | Chelmsford | CM2 6PYT: 01245 924 444www.lookers.co.uk/fordFrom: Kelly MillsSent: 06 September 2025 15:04To: Chris Warren; Paul Mills; complaints@redlinefinance.comSubject: Re: 000033255116External Sender: Confirm legitimacy before acting.Hi Chris,Could you confirm we are on the list for a loan car please?@Redline - Complaints please can we have an urgent update, we cannot go 8 weeks without a car. We have work commitments and children that need to be taken to school etc.Kind RegardsKellySent from Outlook for Android________________________________________From: Chris WarrenSent: Monday, September 1, 2025 10:51:23 AMTo: Kelly Mills; Paul Mills; complaints@redlinefinance.comSubject: RE: 000033255116Hi,Unfortunately, we don't have any loan cars available at the moment.I do hope you get a swift resolution here.Kindest regardsChris WarrenService ManagerChelmsford Ford2 Argyll Road | Chelmsford | CM2 6PYP: 01245 924 444www.lookers.co.uk/fordFrom: Kelly MillsSent: 01 September 2025 07:35To: Paul Mills; complaints@redlinefinance.com; Chris WarrenSubject: Re: 000033255116External Sender: Confirm legitimacy before acting.Good Morning all,Following on from the below complaint, I appreciate your complaints procedure allows for 8 weeks to resolve however we cannot be without a car for 8 weeks, we have children that we need to get to school from Wednesday and work commitments that require a car. Please can this complaint be escalated urgently.@Chriswarren could you confirm if there is an automatic car we can use whilst this complaint is being resolved?Thank youKind RegardsKellySent from Outlook for Android________________________________________From: Paul MillsSent: Thursday, August 28, 2025 6:38:52 pmTo: complaints@redlinefinance.comCc: Kelly MillsSubject: Re: 000033255116Good Evening,Thank you for your acknowledgement.Do you require further information from me or will you be reaching out directly to Lookers?Kind RegardsPaulSent from Mills Roofing> On 28 Aug 2025, at 17:07, complaints@redlinefinance.com wrote:>> Dear Mr Paul Mills,>> Please find attached an acknowledgement letter and a copy of our complaints procedure.>> You raised a concern regarding the following:>> •You advise the vehicle has suffered serious and costly faults which include engine replacement and gearbox failure. These are fundamental components of the car and their failure at relatively low mileage indicates the vehicle was not of satisfactory quality or durable, as required under the Consumer Rights Act 2015> •As a resolution you are requesting for us to arrange for the gearbox to be repaired or replaced at no cost to yourself or termination of the agreement> Once we have received further information regarding our investigations, we will be in contact in due course with an update.>> Kind regards,

Very quick response to my online request for a valuation of my car.Slightly concerned with the wording' a rough guide to the evaluation of the car'.

Craig was knowledgeable and understood my requirements. Although I decided I would delay my search for a replacement for my Focus at this time I will certainly return to ask his assistance probably sometime next year.

I had two follow-up call to my original enquiry, both very polite and informative. I think I was misled by the original advert from Ford Motor Company which said " get a free vehicle valuation". Being an online advert I assumed it would just be a submit your reg and get a valuation, albeit with no obligation. This was not the case but required me to make appointment and visit the Ford dealer.I have no issue with the dealer but feel Ford should have made conditions clear.

Harry answered all the questions and provided me with the information I needed.

Very helpful salesman, pleased with the car

Quick response to my question. Helpful. Answered my question in full.

The salesman was polite, easy to talk too & his knowledge of the vehicle in question was excellent.

Excellent customer service and knowledge of the cars.

Really friendly not pushing