Dear Ford Customer Service Team,I am contacting you now as I am currently getting nowhere with my local Ford service centre in Colchester. I am writing regarding my Ford Kuga, which I purchased at the end of August 2025. In November I received a safety recall notification for Recall 25S76 relating to this vehicle.Around a month ago, the vehicle was recovered by the AA after my partner received the recall letter and had already detected a burning smell coming from the engine bay when driving the vehicle a few weeks or so before the letter was even issued. Following this, the car has been with the Ford dealership in Colchester for inspection and repair under the mentioned recall.I am contacting you to help with my request for the following information:1. Date and time that the recall software update (interim remedy) was performed in accordance with the recall letter so I have this information for my personal records, should I sell the car in the future or require warranty support.2. Confirmation that the fuel injectors have been inspected, verified as fit for purpose and in proper working order, and that the vehicle is safe to drive.I am happy to collect the vehicle as soon as I have confirmation that these checks and updates have been correctly completed.I would also like to express my deep dissatisfaction with the level of customer service I have experienced at Ford Colchester. On more than one occasion I have been made to feel as though my concerns are an inconvenience, and was once described by a sales advisor there as “one of those customers” to which I've got the email evidence of this. I find this attitude both unprofessional and unacceptable from a brand of Ford’s standing, particularly when addressing safety-critical issues.I appreciate your urgent attention to this matter and look forward to receiving the requested confirmation and documentation promptly. I have included the previous emails on this below for your reference.Kind regards,JamesSent from Outlook for iOS________________________________________From: Joe EnglebrightSent: Monday, December 15, 2025 2:52 pmTo: James HugganSubject: RE: Formal Complaint – Outstanding Safety Recall Not Completed on Ford KugaGood afternoon, Mr. Huggan,While we can confirm that the vehicle software has been updated, at this time we are unable to provide written confirmation or proof that all recall work has been completed. The reason for this is that the recall in question remains open, and the full repair remedy including any required physical repair is not yet available from the manufacturer.As such, the recall cannot be recorded as completed in the manufacturer’s or DVSA’s systems, and we are unable to certify that the vehicle has been fully repaired as originally requested. Once the manufacturer releases the required repair and it has been carried out, full documentation and confirmation can then be provided.Please contact the manufacturer directly for any further information on this recall.Ford Customer Care – 020 3564 4444 or ukcrc1@ford.comKind regards,JoeJoe EnglebrightService ManagerColchester Ford Transit Centre4 Newcomen Way, Severalls Business Park | Colchester | CO4 9YRT: 01206 222222 M: 07812 095529lookers.co.uk/fordFrom: James HugganSent: 15 December 2025 14:14To: Joe EnglebrightSubject: Re: Formal Complaint – Outstanding Safety Recall Not Completed on Ford KugaExternal Sender: Confirm legitimacy before acting.Joe,Thanks for that that’s confirmed the software is updated, if you could just confirm the date and time the update was done then that's perfect, I’m happy with that. Just the two other points to address then I’m happy to come pick up the car which are:1. Written confirmation and proof that all recall work has been performed, including the software update and injector inspection.2. An explanation as to why the vehicle appears not to have been repaired as requested.If you are wondering why I’m after this information it is for the reasons below:• A recall, especially a safety recall, is not just normal maintenance — it’s a regulatory action to fix a defect that could affect safety. Under UK-wide recall procedures (governed by the DVSA and automotive codes of practice), the manufacturer and its dealers are required to track and record recall completion.• Having a dated record can help with insurance claims, warranty issues, subsequent ownership, or if you sell the car later. It also ensures the manufacturer’s central recall database (which DVSA would use) is updated correctly.Look forward to hearing from you soon with this information,Regards,James HugganSent from Outlook for iOS________________________________________From: Joe EnglebrightSent: Monday, December 15, 2025 1:35:37 PMTo: James HugganSubject: RE: Formal Complaint – Outstanding Safety Recall Not Completed on Ford KugaGood afternoon Mr Huggan,I can confirm that Service Action 25S76 has been completed in accordance with the manufacturer’s instructions.The vehicle is currently at the latest software level, therefore no further action is required at this time. The recall notice will remain open against the VIN until Ford Motor Company issue further instructions to the European/UK dealer network via a supplementary publication.The current software level is displayed below for your reference.The vehicle is now ready for collection.Kind regards,JoeField Service ActionSoftware Verification FormSoftware update status:CompleteSoftware Verification Code:RDCPKX8DTAR42VIN:WF0FXXWPMFNY67770Field Service Action Number:25S76Acronym Software update statusPCM CompleteJoe EnglebrightService ManagerColchester Ford Transit Centre4 Newcomen Way, Severalls Business Park | Colchester | CO4 9YRT: 01206 222222 M: 07812 095529lookers.co.uk/fordFrom: James HugganSent: 12 December 2025 19:52To: Martyn Goldsmith; Joe EnglebrightSubject: Formal Complaint – Outstanding Safety Recall Not Completed on Ford KugaExternal Sender: Confirm legitimacy before acting.Dear Ford Colchester / Joe,I am writing to raise a formal complaint regarding my Ford Kuga (registration: EA22 GKX), which is currently at your dealership for safety recall work relating to recall code 25S76.I specifically requested that the required software update and fuel injector inspection be completed, in line with Ford’s safety recall instructions. I have reason to believe that this work has not been carried out, and I have not been provided with any documentation to confirm that the recall has been completed.As you will know:• Safety recall repairs are mandatory and must be completed before a vehicle is returned to a customer.• Under the General Product Safety Regulations 2005, traders must not supply unsafe products.• Under the Consumer Rights Act 2015, vehicles must be safe, of satisfactory quality, and fit for purpose. A vehicle with an outstanding safety recall does not meet these standards.Accordingly, I request:1. Written confirmation and proof that all recall work has been performed, including the software update and injector inspection.2. A copy of the recall completion documentation logged in Ford’s system.3. An explanation as to why the vehicle appears not to have been repaired as requested.Until full evidence of the completed recall is provided, I will not be collecting the vehicle, as it would be unsafe to do so and would breach your legal obligations.Please respond within 7 days with confirmation that the safety recall has been completed. If you are unable to prove this, I will be escalating the matter to the DVSA, Trading Standards, The Motor Ombudsman, and Ford UK.Yours sincerely,James Huggan

I was kept waiting for sometime for a print out.My own car valuation in part exchange was £2,000 short of it's real value!

I came in on my own on Saturday, I had a pre arranged appointment with Joe, the motability representative. I was initially looking at ordering a Ford Explorer as I had a previous quote of £499 as the upfront cost, after talking to Joe, he advised me that the price was actually £4000.I first made Joe aware that I have memory issues therefore I would need things explained to me, I then asked Joe if tgere was another vehicle that was in the motability range, Joe then mentioned the kougar.I told Joe that the price ge quoted, £1400, was more affordable.Joe then proceeded to tell me in conversation how busy he was and he had lots of appointments today he asked what colour I would like it in? I felt pushed so said grey, I the asked about the spec of the car? Joe said that he would email it to me so my husband and I could go over it together.Joe then said ge would provisionally put the order through then call to confirm on Monday, I was still processing the colour and asked if I could change it to white? Joe said yes.I then asked if the car had heating front seats as this was a must, due to degenerative disc disease, Joe then said no, I said this could be a problem, and asked how much more this would be, Joe quoted a figure just under £2000Joe mentioned again how busy he was and i was now feeling very inconvenient.Joe then said again that he would put tge order through the system and then call me Monday to see whether I wanted to go ahead with the order, I just said ok.I left feeling so deflated and I was really upset as I felt like I was not getting the time or service that I should have got.I understand that tgere can be busy times but the Saturday before Joe told me he had no appointments booked. I felt like I deserved to be treated with respect and patience especially as I told Joe that I need things explained to me.Im my whole time using motability i have always felt so looked after and reassured by other car companies but I felt truly let down by Ford.I hope that the next motability customers are treated much better than I felt I was.

On 16 June, I purchased my Ford Explorer with the registration number EN25 DYU from the Colchester Ford dealership. I was very pleased with the dealership and the staff; they even delivered the car to my home. My wife and I were extremely happy with the vehicle, and even my son loved it very much. We had no issues with the car at all until about a week before 23 October.When the problem occurred, I booked an appointment in Stevenage, as it is close to my workplace, and I left the car with them on the 23rd. I initially thought I would be able to collect it that evening, but when that did not happen, I called again on the evening of the 24th. As it was still not ready, I requested a courtesy car, and on the evening of the 24th, I collected a vehicle from Huntingdon. The staff member at Enterprise said it would normally be for 2 or 3 days, but just in case, he extended it until 31 October.The courtesy car provided was petrol, which I accepted because I expected to use it for only a few days. However, I am now struggling with the fuel costs. At home, I have a night-time tariff for electricity at only 7 pence per kWh, so running an electric vehicle is almost free for me — this was one of the main reasons I chose an electric car.We have called the service department at least four or five times, but we could not get any information. Only two days ago were we finally given an update, and if I understood correctly, the repairs may take another two or three months. The car has already been in the workshop for one month. We have not received any update regarding our vehicle for an entire month, and we still have no clarity on when we will get it back.From what I have learned about consumer rights, if a product remains in service for more than one month, the seller is obliged to take it back. My car has now been in the workshop for a full month, and there is still no clear solution. Also, I find it difficult to understand how a car that could not be repaired in one month will be fixed in the next three months, even though you have all the necessary resources. This situation does not give me confidence.Therefore, I would like to politely offer two possible solutions:1. You refund the full amount I have paid and take the car back.2. You provide me with a new replacement car of the same model (I am very happy with my car), and you refund the cost of the months during which I have been unable to use it.Please make a decision on one of these two solutions as soon as possible and inform me. I also kindly request an update on the current status of my vehicle at your earliest convenience, and we would appreciate hearing your thoughts on how you intend to proceed.

Helpful and polite

V good experience

Dear Ford Lookers Team,I am writing to express my dissatisfaction with the service I received during my recent MOT. While I understand the reason my vehicle failed—due to a faulty tyre sensor—I was disappointed with how the situation was handled.I was advised to order a replacement sensor myself via eBay, which I found surprising and unprofessional for a main dealership. I was then told that if the replacement part failed again, I would need to order an official Ford sensor and could potentially be without my car for up to a month, with no courtesy car available.To better understand my options, I contacted two other garages. Both confirmed that they would either provide a courtesy car or already hold the required sensor in stock. One garage even stated they would not have charged for the sensor itself, whereas I have been told I must pay an additional £54 for the fitting.I have always tried to remain loyal to Ford Lookers, but this experience has left me feeling let down and undervalued as a customer. As a result, I will now be seeking MOTs and further maintenance elsewhere.I hope you will take this feedback seriously and review your processes to ensure other customers do not experience similar issues.

I am Peter and I am interested in buying a used car. I want to inquire about its availability and booking process.--Best Regards,Peter Parker

Good afternoon,I am contacting you on behalf of my daughter FLORENCE BURGESS who was sold the above car at your Colchester dealership on a PCP plan back on 16th February 2023 by Jordan Eleodore who as I understand is no longer with the dealership and nor is the Finance Manager Ben Adam who dealt with her transaction.We need to know what we have to do in respect of the fact that Florence was not asked certain specific questions by the Salesperson that she clearly should have been, and was also categorically not offered certain options available to her that again, she should have been, namely GAP insurance which I believe you call Total Loss Protection.This has only now come to light because she was in a ‘no fault’ serious accident on 28/10/2025 which has resulted in the said car being classed as a ‘Total Loss’ and there is now a possibility that she may personally have to make up any financial shortfall between the cars value and the amount owed to REDLINE FINANCE which would 100% not be the case should she have correctly been offered and told the fact that she was eligible for your Total Loss Protection cover.We look forward to your earliest response please?Kind regards,Steve Burgess

Chloe was brilliant to deal with, very proactive, attentive and fair.