Dear teamsI emailed you several weeks ago, please see attached email. I have received no response to date. Can you please advise by return.If I do not receive a response within the next seven days I will have no alternative but to escalate Kind regards Tracy Reid Dear teams I am in the unfortunate and sad position of having to complain about the sales team and the level of service that I have received I’m particularly from the Sale Manager Nathan.I purchased the above registered Ford Puma August 2026. Initially I experienced problems with the air conditioning which after three separate days without a car was rectified at a cost to myself for the air conditioning. When I had the car serviced it became apparent that major safety elements had been missed, the service team rectified this and again I was without a car. More recently the roof trim has come off potentially causing an accident or hurting someone. I have raised this as a concern and been told that I have to pay for a replacement.Because of the problems that I have had most of which should have been sorted before sold I made the decision to trade the car in for another. I purchased the car 8 months ago for £14500 and was offered £7500 trade in. I have spoken with Nathan who has not given me an explanation for this and obtained valuations from both Ford and another Ford dealership, one was £11500 and the other £11250.It is reasonable to expect a dealership to sell a car and trade in a car at the market value, evidently something is very wrong I am happy to give you the opportunity to look into this and hopefully resolve alternatively I will be taking my concerns elsewhere Kind regards Tracy

Good job again and car ready in good time.

I have had dodgy brakes called told to go to Middlesbrough 1st June brakes bad so looked found pair of mole grips on my brake line pipe now a don’t no what this is sonproceed to take offOh drive car and nearly killed me and my daughter as the brakes disappeared I have had to get fluid put mole grips back on to try get brakesI call up n now ave got an appointment Gateshead Wednesday 20th mayCar was service 2025 October so the mole grips have been on since then !!!!Ave got such a fright and shocked

Good dayI would like to make an official compliant on the following grounds:1. During the purchase of vehicle NC72HKT a year ago, my son Brendon Peter Phillips made a request for a service plan. Syed said he will ensure to send it to the relevant person to contact Brendon. I don't have proof that he has done it, see his email below. He state attached, but there are no attachments to the email.2. No one has contacted Brendon on this matter and a year later he now has to pay £600+ for a service that has not been planned for.3. 2 Days after he picked up the vehicle, the sumpguard came off the car. He stopped again at the garage and spoke to Syed and he said that he will contact Bren to let him know when to bring the car back in to get this fixed. Again this was not done.4. We spoke to Syed yesterday when we booked the car in for a service, and he pushed both points on; stating it was not his responsibility and he passed it on to the next person and will prove this by sending us an email.5. There is no proof that he has done it a year ago.6. It seems that selling comes with a lot of promises, but in reality the aftercare is not up to standards.Brendon works 7 days a week and did not follow up on these promises as he trusted that the people that he dealt with; is professional enough to deliver on said promises. This was his first car purchase on finance as both his previous vehicles was bought cash.Could you please investigate and see where the process has failed to deliver the standard of service you promised and how this can be rectified.Kind regardsB Phillips----- Forwarded Message -----From: Syed AliTo: Brendon PhillipsSent Thursday, 14 May 2026 at 14:34:31 BSTSubject: Service PlanHi Brendon,I hope you are well.Thank you for taking the time to pop in to the showroom, Prior to our recent conversation, I have attached the email below for the complaints team.I have also checked in with service to get a gain a better understanding of the situation and it has come to my attention that during the period you purchased the car they were unable to set up Service Plans at the time due to changes being put in to place with Emac.However, here is the complaints link: Vehiclecomplaints@lookers.co.ukLet me know if there is anything I can assist you with.Kind regards,Syed AliUsed Car Sales ExecutiveLookers Kia Gateshead and Ford Service CentreEslington Park, Dunston | Gateshead | NE8 2TZT: 0191 460 7464lookers.co.uk/kia

Due to ongoing building work, slightly confused locating temporary Reception area.After that, everything fine, booking in vehicle for it's MOT.Couldn't pick up vehicle until following day and was genuinely surprised and pleased that a member of the reception staff went outside, located my vehicle, and parked it at the site exit enabling me to drive straight out.Customer Service at its best.

Helpful & done well. A couple of queries sorted & a shorter wait time arranged because I have a sick husband. Many thanks !

I've been trying to send a message via enquiry link on the website but it's showing as Error/My Message was:Hi. My 2013 Smaxx doesn't have a deactivation switch fitted to turn off the front passenger airbag. Could you give me a quote to have one fitted please. Also can you confirm/advise what the age/weight of a child should be in an age appropriate car seat to travel in the front passenger seat with airbags on. Many thankstwinkle3005@yahoo.com

Good MorningWe have received the below email via our mailbox.Please could you arrange for the following to be logged as it contains non regulated elements as noted below:-Furthermore, I wish to register a formal complaint regarding the conduct of Carl Man at your Gateshead dealership. During my dealings with him, I was explicitly informed that the bumper had been painted. It had quickly came to my attention that this was untrue, and the bumper had only been polished. This misrepresentation was unprofessional and misleading, and I request a formal explanation as to why this information was provided.Many thanks.Regards.Please also see the notes attached

Dear Sir or Madam,I am writing to add a further concern to my ongoing complaint regarding vehicle YS25 GVO.It has recently come to my attention that the vehicle may not have been properly checked prior to sale. The Ford app currently shows the oil life at 4 percent, which suggests the oil was not checked or changed before handover.This raises further concerns regarding the standard of pre-sale inspection and preparation carried out by Lookers.Please ensure this point is addressed as part of your formal response to my complaint.Kind regards,Dr Helen Whitley________________________________________From: Helen WhitleySent: 30 April 2026 16:19To: customer.services@lookers.co.uk; customerservices@lookers.co.ukSubject: Re: Formal Complaint – Misrepresentation and Sale of Faulty VehicleDear Sir or Madam,I am writing to follow up on my formal complaint submitted on 2 April 2026 regarding the sale of vehicle YS25 GVO.As of today, I have received no response.It has now been almost one month. Given the seriousness of the issues raised, this lack of engagement is unacceptable.For clarity, my complaint relates to:• Sale of a vehicle with a known safety defect which was not disclosed at the point of sale• Exposure to a fire risk for several months, including when transporting a child• Ongoing restrictions which materially affect the vehicle’s function and increase running costs• Diminished resale value due to an unresolved defect• Concerns regarding the condition and preparation of the vehicle at handoverI also raised specific questions which remain unanswered:• What checks were carried out prior to sale to identify recalls or known faults• When Lookers first became aware of this issue• Why this information was not disclosed prior to saleIn addition, concerns raised about the condition of the vehicle at collection and the lack of response to follow up communication regarding the boot mechanism fault have not been addressed.The vehicle does not meet the requirements set out under the Consumer Rights Act 2015. It is not of satisfactory quality, not fit for purpose, and not as described.Your failure to respond within a reasonable timeframe is a further failure in complaint handling.I now require the following within 7 days:• A full written response to my complaint• Clear answers to the questions previously raised• Confirmation of the position Lookers intends to take in resolving this matter• A revised compensation proposal which reflects the financial and safety impactIf I do not receive a satisfactory response within this timeframe, I will escalate the matter without further notice. This will include:• Referral to the Motor Ombudsman• Seeking legal advice in respect of my right to reject the vehicle under the Consumer Rights Act 2015• Recovery of associated financial lossesI would prefer to resolve this directly. However, the continued lack of response leaves me with no confidence that this is being treated appropriately.Please confirm receipt of this email and provide a full response within 7 days.Kind regards,Dr Helen Whitley________________________________________From: Helen WhitleySent: 02 April 2026 13:22To: customersrevices@lookers.co.ukSubject: Formal Complaint – Misrepresentation and Sale of Faulty VehicleDear Sir or Madam,I am raising a formal complaint regarding the sale of a vehicle with a known safety defect which was not disclosed at the point of sale.My detailsName: Dr Helen WhitleyAddress: 10 Merchant Way, Morpeth, NE61 2ZGEmail: Helen.whitley@outlook.comPhone: 07460944867Vehicle detailsRegistration: YS25 GVOVIN: WFOFXXWPMHRK37193I purchased this vehicle from Lookers in December 2025. At the time of purchase, I was informed there were no issues or recalls affecting the vehicle.I have since been made aware that Ford Motor Company had internal knowledge of a serious fault from late November 2025. This fault presents a fire risk and now requires significant restrictions on use, including limiting charging to 80 percent and disabling EV functionality. This information was not disclosed to me prior to purchase. I specifically asked if there were any recalls on this vehicle or issues and I was told there was not.I was only notified of this issue in late March 2026. This means I have been driving a vehicle with a known safety risk for several months, including transporting a child.This raises serious concerns about the information available to and relied upon by Lookers at the point of sale, and whether appropriate checks were carried out before selling the vehicle.The vehicle is now subject to ongoing restrictions, has no confirmed fix date, and no longer performs as expected. I am unable to use all EV modes and I am unable to charge the vehicle above 8-% due to rfire risk so must rely more heavily on petrol, leading to increased running costs.There is also a clear impact on resale value. A known and unresolved safety defect reduces buyer confidence and affects market value.I would not have purchased this vehicle had I been aware of this issue. This is supported by deposits placed on two alternative vehicles which were later refunded due to there being known recalls of a similar nature limiting EV functionality and charging.Under the Consumer Rights Act 2015, this vehicle is not of satisfactory quality, not fit for purpose, and not as described.I require the following:• Confirmation of what checks were carried out prior to sale to identify recalls or known faults• Confirmation of when Lookers first became aware of this issue• Explanation as to why this information was not disclosed prior to saleI am currently considering my options, including exercising my final right to reject the vehicle. However, I would prefer to resolve this matter without returning it.To resolve this complaint, I expect:• A substantial financial compensation payment reflecting the safety risk, loss of use, increased running costs, and reduced resale value• Reimbursement of additional fuel costs caused by loss of EV functionality• Clarity on next steps and how this issue will be resolvedI also want to raise a concern about the condition of the vehicle at collection.I arrived at the agreed time to collect the car, but it had not been charged. The battery was flat. The sales advisor declined to put it on charge while I completed the paperwork, stating that all charging points were being used for staff vehicles. I paid £25,000 for this car. I did not expect to collect it in this condition. You had sufficient notice of the collection time to ensure the vehicle was fully charged and ready.The sales advisor also agreed to confirm in writing that the hands-free boot opening mechanism was not working on the day I collected the car, I believe this was due to the sensors not being cleaned prior to collection. The email I received was unclear and did not properly document this issue. I followed up with an email to seek clarification and clear documentation, however I did not receive a response.Please treat this as a formal complaint and provide a full written response within 14 days.Kind regards,Dr Helen Whitley

Booked my car into the garage and was awaiting text and email then a neighbour up the street knocked on my door as she was receiving the information for my car through her email and her phone number how can this even happen spoke to someone on the phone who said they corrected it and still awaiting the information through text a email so will have to ring them yet again but it's now got me worried how yous store your information considering they took my name reg, email and phone number but yet it went to someone else?