As always very happy with your service and everything went smoothly due to my service contact RachelClifton who was so professional in handling the whole process. It's lovely to see this level of customer care and professional attention. Which is quite rare now elsewhere.A gem in your team.Best wishes, Colin westley

The car was delivered to my home address but was not cleaned before I received it even the driver who delivered it was not impressed. The most annoying thing is the fact that I received the car on the 14th November and it is now the 10th January so nearly two months and I have no V5c so I have had to spend £25 pounds to get the document I have sent emails to lookers enquiries but have had no reply. I am also convinced that you did not put £25 of petrol in the car but I cannot prove this as it was driven to my house.

Person I was dealing with went on annual leave. Made contact approx a week later to advise car was still available. Replied to the email to then be told the car had been purchased. Not the sales persons fault, everyone is entitled to annual leave and time away. However, why aren’t their emails monitored and responded to. If this happened I would’ve continued with the purchase of the car. Now, due to them being on leave, I missed out on the car.

Thank you for your time on the phone a moment ago.As discussed I am deeply upset and angry that I have just been informed that my Eco Sport Reg EO71 FGN requires a new Catalytic Convertor, with only 42,000 miles on the clock and at the time of the first issues only 41,000 miles on the clock it doesn't sit right with me.I purchased the car from Ford Lookers in Colchester back in March/April 2024, from driving it away that day the car had issues, this horrible banging noise that was constant. I called Ford as soon as I got home to advise but this was never sorted. Several phone calls from me and emails and back and forth of never arranging for this to be looked at, as I required a car whilst this was being checked. I was offered a car once but we were going on holiday and was called asking to take it in the next day but couldn't. In sept of 2024 I thought i better check with my MOT was due for the car in 2025 so that I could make this on my calendar, to find out that I had been driving my car around with no MOT for days. I was not happy about this and booked in with my usual garage and at the same time asked that they look at what this noise might be, it turned out that the noise was a Air Pump hose that hadn't been connected properly and that the transmission fluid had been overfilled as it poured out everywhere upon doing my service/checks. I picked it up that day and the noise was gone. I contacted Ford Lookers Colchester as I wasn't happy about this and advised that I had researched that this hose that hadn't been attached correctly and was very loose could reduce the life of the Cat Convertor. It was booked in for a look at Lookers service but I didn't see the point as at this point the car had been sorted by my garage.Upon collecting my car from the service department I was treated poorly and undermined by the staff, advising that there was nothing wrong with my car, of which I reminded them I know this as my garage repaired it. I was told that my comment about the transmission fluid was not possible and that the hose was fine of which again I reminded them it would be okay now as my garage sorted. I left feeling very embarrassed and made to feel very foolish and I have not been back since.My MOT this year was fine and service completed.Then a few weeks back my engine maintenance light came on, so I took the car to my garage who felt that the diagnostic code for the cat convertor couldn't be right due to the age and mileage of my car and felt that maybe this could be a petrol issue as I had just filled up with petrol so cleared the light, but it keeps coming on so I took it to Marshalls in Clacton who now do ford car services etc and have been advised that it is the cat convertor and that i am looking at at least £2k for this to be sorted.The list of issues I have had with this car since the day of purchase and more so to find out recently that i have paid way more than the car was even worth, as we were only ever told the monthly cost and so recently had to take out GAP insurance as I owe over £13k on a car that isn't even worth £7k. This is my 3rd car I have purchased from Colchester lookers but our 4th directly from Ford, the customer service and issues have been so upsetting that we will not go back there. I was never sent my details from lookers with regards to the bodywork insurance we took out and well the list is endless.Our main concern at the moment is a car that is young and only as 42k on the clock requires a major part that shouldn't need replacing this early on and I want this sorted as soon as possible. My faith and trust in this car has gone and I don't feel comfortable driving it anymore. I live in Essex but work in Suffolk and require a car 4 days a week and currently I don't feel safe driving it.Please can you get back to me as soon as possible

Dear Sir / Madam,At the end of June, I purchased a brand-new, fully electric Ford Explorer. Both my family and I were very pleased with the vehicle at first and were enjoying it greatly.However, in mid-October, several important functions of the car stopped working, including the lane assist system, navigation, and the onboard computer. I initially waited for a couple of days, thinking it might be resolved through a software update, but when the problem continued, I booked an appointment with Stevenage Ford Service, which is the closest service centre to my workplace. I left my car with them on 23 October 2025.I expected to collect the car around 3 p.m. that day, so I travelled accordingly. When I called the service centre to inform them I was on my way, I was told that the car was not ready. This information could have been communicated to me earlier in the day. As a result, I had to return home by Uber, which cost approximately £35. The following day, when I called again to say I was coming to collect the car, I was told once more that it was not ready. I also questioned why I had not been kept informed and why a courtesy car had not been provided, as the service experience was clearly problematic.On Friday evening, I was contacted by Ford Rent and informed that I could receive a courtesy car. I accepted this and was advised to take a petrol vehicle for two days. I was also told that it would be safer to rent the car until 31 October in case the repair took longer, which we agreed to.As of today, 5 January 2026, my vehicle has been at the service centre for over two and a half months. During this time, I have received no updates or communication. After several weeks, I repeatedly contacted the service centre but was only told that the issue was “under investigation,” with no further details provided. I then contacted the Colchester branch where I purchased the vehicle, but they stated that they were not responsible.I explained to them that I would either accept a replacement vehicle or request a full refund, as I am unable to use the car I paid for. After approximately one and a half months, I was told that I needed to resolve the matter through Ford Credit and that I could reject the vehicle. I spent hours contacting various departments, but I was constantly redirected from one place to another. I have never experienced such a lack of ownership and responsibility.I proceeded with rejecting the vehicle, yet I have still received no response. Despite not being able to use my car, my monthly payments were deducted in November, December, and again on 2 January. I am also incurring significant additional costs because the courtesy vehicle is petrol-powered. I have clearly expressed that I am suffering serious financial loss, yet I have still not received any assistance or communication from the service centre.Both financially and emotionally, this situation has caused me severe distress. While living in Turkey, I previously purchased a brand-new Ford Focus and never experienced any issues. I cannot understand or accept this level of neglect and poor customer service.If this matter is not resolved urgently, I will escalate it further and share my experience widely. I formally request an immediate refund of all payments I have made, including my monthly payments and the petrol costs I have incurred over the past three months. Once all processes are completed, I also ask that the rental vehicle be collected immediately.I have never felt this helpless as a customer. This situation is unacceptable, and I urgently ask you to resolve this matter and help me out of this ongoing chaos as soon as possible.Kind regards,

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