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?

customer dropped vehicle off on thursday following diagnostic taking place on previous visit, called up on friday to get an update of progress on the vehicle to be told the person looking after his vehicle had finished for the day but that he would receive a call back on monday. customer has still not had any contact today or any form of progress update relayed to him regarding the potential repair

Good afternoonI purchased a Ford Focus ST Line registration NK21XRD in July 2025 on a PCP deal form Dunston Lookers Branch. Before taking out this deal, I confirmed with the salesman, Cameron Beattie, that this vehicle had a full service history. This was confirmed.However, following the purchase I was not sent any documentation relating to the service of the vehicle. The service portfolio I was given with the vehicle contained no records of any service, which is understandable give that electronic service records are now kept. The service portfolio advises that the service month for this vehicle is April. Given this, upon further inspection of the service portfolio missing any evidence of past services, and in advance of April 2026 I contacted Cameron regarding the services for which I was given no records and asked for them to be forwarded. I understand that this may have been missed when documentation was sent to me regarding the vehicle after purchase.I initially contacted Cameron about the service records by email on 21st March 2026. Following this I was informed that this information would come from a separate service department for which I was given contact details. On 23rd March 2026 I was sent the details of one service that the vehicle has had, dated 19/05/2025.Given that the service period for this vehicle is every 24 months or 18,000 miles, at least one other service should have been conducted on the vehicle. The service department have informed me that have no other record of a service.I have since relayed this information to Cameron, in an email dated 23rd March 2026 to which I received no response. On 24th March I called the Dunston Lookers Branch and spoke to Cameron, who informed me that he had emailed Ford direct for the full service history but had not yet heard back and I would have to wait until he had received this response. I am yet to hear back from this last update, and a further email sent chasing up this issue and asking for an update on the 7th April has been ignored with no response in relation to the service history.Yesterday, 11th April 2026, I emailed Cameron asking for details of his manager, forwarding the email chain asking multiple times for updates. To this email I quickly received a response providing details of the manager, Nathan Smith, claiming that my other emails had gone to his spam folder. My other emails landing in a spam folder seem a great coincidence considering no other emails to lookers or Cameron have had such issue. Nevertheless, still no update was provided about the full service history. A further email was sent to Cameron yesterday, asking yet again for an update surrounding the service history, once again this has been ignored.The lack of communication and missing evidence of a full service history is causing serious concern, I bought a vehicle from lookers and entered into a financial contract on the understanding this vehicle had a full service history, the lack of which will significantly impact on the future value of the vehicle.I have sought advice on this matter, and I am aware that this lack of a full service history infringes on the legal rights protected under the Consumer Rights Act 2015, the Consumer Credit Act 1974, and through Financial Conduct Authority (FCA) regulations.As previously, I understand that not receiving the full service history may be the result of a simple oversight which can be amended by sending the full history through now. I’ve checked my junk folder, I don’t seem to have anything there. However, the lack in recent communication and the lack of records held by the service department has raised the concern that such a full service history doesn’t exist and therefore the vehicle has been mis sold. Should this be the case, I will be taking this matter further.Given the advice I have sought, I require acknowledgement of the receipt of this email. Upon receipt of the full service history for this vehicle, no further action will be taken. However, should no response be received to this email before 18th April, 4 weeks since I contacted Cameron and therefore Lookers about this issue initially, and is ample time for a full service history to be sent to me, I will be seeking further advice on this matter and the necessary financial compensation.Please consider this email a formal complaint.RegardsMichael Ayre

Salesman was easy-going but informative. No pressure and a pleasure to deal with.

Very goodQuick servicePleasant staffGood coffeeKind RegardsSimon Clayton-HibbottGeneral Sales & MarketingMobile: 078873 20752Direct: 0191 4999921Email: simon.clayton-hibbott@lynxfuels.co.ukwww.lynxfuels.co.uk

I would like to thank Steven in the Lookers Gateshead Service Centre branch for his help and kindness today, after a previous visit to the centre he arranged for me to come back in and gave me a hire vehicle for the duration of my repairs however when I came in this morning and he advised the car was an automatic which I had never driven before Steven took time to show me how to use the vehicle, I set off on my journey home and had to call him for assistance as the car was stuck on an incline, he assisted me and whilst I felt very silly and stressed offered to take me round in the car for practice if I came back to the centre. I came back and he was so kind and helpful towards me and I really appreciated him offering to take time out of his day and provide further assistance. I decided that I could manage without the hire vehicle and he signed it back in for me, I suffer with anxiety and had got myself stressed with trying to get used to the automatic car and really appreciate everything that Steven did to assist! I felt so silly and he didn’t judge but just treated me with kindness and respect. Thank you so much Steven

Hi,I just wondered if you can help?I never normally complain but I am really shocked at the lack of customer service at Lookers Gateshead Ford Service Centre.I encountered an error with my parking sensors on my Kia Stonic and contacted Kia Newcastle upon Tyne on the 30th January 2026 where l purchased the vehicle and they booked me an appointment at Ford on the 26th March and was told I would have the car back that day, after explaining that a warning on the dashboard and constant beeping sound kicks in whenever I put the car in reverse. I cleaned the sensors and reset the button however the error continues.I checked in online prior to the appointment and the job sheet I got back confirmed I would have my car back at 5pm on the 26th March, my appointment was at 9.30am and I dropped the car off for 9.15am and there was no mention of not getting my car back later that day.The tracking link I was sent didn’t work so after hearing nothing I phoned at 3.30pm and was told my car hadn’t been looked at and spoke to Stephen who advised he would pop into the workshop and call me back in 15/20 minutes. After an hour and no call back I rang back at 4.30pm and was told Stephen was with another customer and couldn’t call back and that my car still hadn’t been in the workshop, I advised that I took the day off work especially and needed to have my car for work the following day and was never informed the car would be in longer than a day. Ellie advised that she couldn’t guarantee anything but they may be able to get a hire vehicle for me however I decided to pick my vehicle back up as they couldn’t promise me a vehicle.On arrival Ellie was very apologetic and went to get my car. Stephen apologised for not returning my call as promised and also for the delay, he said he would ring me the following day to reschedule my appointment and waive the hire car cost. I explained I waited 2 months for this appointment and that my warranty is due to expire in May 2026 and Stephen advised that he would sort something out and would phone me on the 27th March. It is now the 1st of April and I have had no calls.I am so disappointed as this customer service from start to finish has been bad, with empty promises and no care shown. When I purchased my car from Kia I was blown away by the fabulous service however this has really left me feeling nothing but disappointment and I would not purchase a vehicle there again if this is the centre Kia use for repairs due to the way that customers are treated.I am now in a situation where my parking sensors are still in need of repair and the warranty is due to run out.Thank you for looking into this matter and I hope to hear from you soonMany thanksDaniella