Good morningI am writing to raise a complaint regarding the vehicle I purchased from your dealership in January 2026. Unfortunately, my experience since the day of collection has been extremely disappointing and has fallen well below the level of service I would reasonably expect when purchasing a vehicle of this value.From the moment I collected the car, it was clear that the preparation had not been completed to an acceptable standard. The vehicle had not been properly valeted and was still visibly dirty on collection. In addition, the car later had to be returned for bodywork after I discovered a hole in the rear panel where the registration plate sits, which required filling and repair, and a dent in the door. While the vehicle was covered in snow at the time of purchase and this was not immediately visible to me, I would reasonably expect that a sales representative would have fully checked the condition of the vehicle before handing it over to a customer.Due to work commitments, I did not drive the vehicle for approximately one month after purchase. During this period my father drove it only once or twice and no issues were apparent. However, on 21 February while I was driving the vehicle, the engine warning light (steady amber) appeared.As your garage was closed at the time, I contacted Green Flag to ask whether the car was safe to drive. They advised that I should arrange for the vehicle to be inspected by the dealership as soon as possible and that it should not be driven for an extended period with the warning light illuminated. They would not come out to see the car.I contacted your service centre on 23 February and was extremely concerned to be told that the next available appointment was not until May. This was completely unacceptable given that I had been advised not to continue driving the vehicle for a prolonged period. Despite explaining the situation, I felt there was very little interest in assisting me, and I was simply told someone from the local service centre would call me back.By 26 February, having received no call, I had to contact the service department again. I was once more informed that the centre was “too busy” and the earliest appointment would be three weeks away in March. Again, this was not an acceptable solution, and I requested that a manager contact me.I was subsequently contacted by Chris, a supervisor, who did appear to try to assist and eventually arranged for the car to be brought in the following day.On 2 March I received a call to say that the car was ready for collection. I was informed that no fault had been identified and that the warning light had gone off, therefore the vehicle was considered fine. I had also asked for the infotainment system to be updated during this visit. However, when I collected the vehicle, the update had not been completed.Even more concerning, as soon as I drove out of the garage, the engine warning light came on again. At this point I was extremely frustrated. My time had already been wasted attending the garage, and not only had the infotainment update not been completed, but the primary issue with the vehicle had clearly not been resolved. I had no choice but to return the car again.I did not receive the vehicle back until 5 March. While Chris kindly added some petrol to the vehicle as a gesture of goodwill, the overall experience has been very poor from start to finish.To summarise, I paid almost £30,000 in cash for this vehicle in January. The car has barely been driven and yet it has already been returned to the garage twice within a matter of weeks due to issues that should not reasonably occur with a recently purchased vehicle. In addition, the level of customer service I experienced when attempting to arrange support was extremely disappointing. At one stage it even appeared that responsibility for diagnosing the engine light was being shifted towards my recovery provider, Green Flag, rather than the dealership taking ownership of the issue.This entire experience has caused significant inconvenience and frustration, and I feel that the service provided has fallen well below the standard I expected when purchasing a vehicle from your dealership.Given the circumstances, I would expect some form of compensation for the time, inconvenience, and repeated disruption caused. For example, a complimentary service when the vehicle is next due would be a reasonable gesture of goodwill.I would appreciate a response to this complaint outlining how you intend to address these concerns and restore my confidence in the service provided by your dealership.I look forward to hearing from you.Kind regards,Lisa Williamson

Dear Lookers FordDear Sirs/madamOption 1 - Right to Reject leading to demand to repairConsumer Rights Act 2015 ("CRA")Letter Before ActionOn 09/01/26 I purchased a 2020 silver Ford fiesta ST line(YM70 HNH) from you for the price of £11,189.The contract included an implied term that the Vehicle was of satisfactory quality (s. 9 (1) CRA).Unfortunately, on 20/02/26 the Vehicle suffered its first breakdown due to 1st gear being unusable, the following day (21/02/26) 2nd gear also stopped working.The Vehicle clearly does not conform to the contract - specifically that the Vehicle was clearly not of satisfactory quality. You will be aware that goods which do not conform to the contract at any time in the period of six months from delivery of the goods are taken not to have conformed to the contract on delivery (s. 19 (14) CRA).Whilst I accept that the car was driveable on the day of purchase the gearbox and any other items that have failed in the car since the date of purchase were obviously not of satisfactory quality at the time of purchase. It is clearly the case that any mechanical part on the Vehicle sold by you ought to have been capable of enduring more than not even 2 months of short commutes.Right to Repair of ReplacementPursuant to s. 23 CRA I am entitled to a right of repair or replacement of non-confirming goods. These are my first tier remedies.I accept that if either remedy is disproportionate to the other remedy then I cannot require you to provide that remedy.Demand for RepairOn 24/02/26 I asked you to provide repairs to the Vehicle. On 24/02/26 you replied that the soonest time available for repair was 01/05/26.Clearly a repair in May is entirely inappropriate and far outside any reasonable timescale as described in the CRA.For the avoidance of doubt, you must repair the Vehicle within a reasonable timescale and without significant inconvenience to me, the consumer (s. 23 (2) (a) CRA).Any question of reasonable time and significant inconvenience is to be determined taking into account the nature of the goods and the purpose for which the goods were acquired (s. 23 (5) CRA).The Vehicle is required for my daily commute. I live in a small village with a bus route that runs once an hour at best. The building sites I work at are also often rural locations and often far from a bus route. I can neither use public transport nor do I own any other Vehicles. I cannot be without a Vehicle for more than 7 days without significant inconvenience.I therefore formally request that you repair my Vehicle without delay. Furthermore, under the CRA you are obliged to collect the Vehicle in this situation - i.e. the Vehicle has failed and is not driveable so it cannot be removed from where it is parked now.I say more on my requests below.Formal Demand for Repair and Further RightsI look forward to your revised proposals to repair my Vehicle by no later than 4pm on 04/03/26.If you fail to offer me a repair within a reasonable timeframe or without minimising my inconvenience then I reserve my rights to move to my second tier remedies and formally reject the Vehicle and receive a refund.Please be advised that this is NOT a claim under the warranty provided with the Vehicle. I reserve all my rights in relation to any claim under a warranty. This is a claim against the seller of the Vehicle pursuant to the CRA. Please do not confuse them.If you fail to respond adequately or at all then I reserve my rights to take further action including the issue of proceedings without further notice.I have already lost three days paid work following these issues and reserve my rights to claim for any further economic losses as a result of your refusal to honour your obligations under the CRA.Without Prejudice Save As To CostsThe remainder of this letter is written without prejudice to my remedies identified above and is written in the hope that this matter can be resolved without the need for further action.The options appear to me to be:1. You agree to repair the Vehicle and those repairs are completed within the next 7 days.2. You agree to repair the Vehicle but it will take longer than 7 days and you therefore agree to provide me with a courtesy car to minimise my inconvinience.3. In either case, you are free to contract with a reputable third party garage on the same basis - that I be provided with a courtesy car if the repair takes longer than 7 days.If we can reach an agreement swiftly, I will waive any claim I have for three days of lost employment.Please respond to me in writing as soon as possible. I am prepared to discuss the timings of any repair with you by telephone once I have received a written response to this letter.Yours sincerelyJames Oakenfold

I am writing to formally raise a complaint regarding the handling of our vehicle (registration N111HTL) by the Lookers Ford Service Centre Gateshead, and specifically the conduct of Mr. S. Spurs in his capacity at your organisation.Following the inspection carried out on 19 February 2026, we were informed that the vehicle required a full engine replacement at an estimated cost of £9,029, with no goodwill contribution available from Ford Uk. Within one hour of receiving this diagnosis, Mr. Spurs contacted us requesting an immediate decision on whether to proceed with the repair. We made it clear that we required reasonable time to consider our options, including obtaining alternative repair quotations, exploring the possibility of an insurance write-off, and consulting with our finance provider. At that time, we requested full details of the inspection and a written estimate for the repair. Please refer to the attached email from Mr S. Spurs, which we received, along with the information it contains.Despite this, we received a further call on 20 February 2026—less than 24 hours later—again pressing for a decision. We reiterated that we were awaiting responses and were not in a position to commit. The continued pressure for an immediate answer was inappropriate and unprofessional, and created avoidable stress.The situation has now escalated further. On 25 February 2026, Mr. Spurs advised that he intends to impose a charge of £25 per day for the vehicle to remain in the compound. This position is unacceptable for the following reasons:• No terms and conditions were explicitly communicated to us at the time the vehicle was delivered to the compound, they cannot be imposed retrospectively or relied upon at a later date.• The vehicle is not roadworthy due to extensive engine damage and cannot be driven.• We were previously informed that no storage charges had been incurred and that charges would only apply if the vehicle remained on the ramp.• We have already arranged for an independent repair and recovery company and are awaiting confirmation of collection.Introducing daily storage charges at this stage, after we clearly communicated that we were arranging recovery, appears punitive and unjustified. It is wholly unreasonable to expect a customer to make a financial decision of this magnitude within hours and then seek to impose daily charges when that demand is not met.The manner in which this matter has been handled—particularly the repeated pressure and the sudden introduction of charges—has caused significant distress and falls well below the standard of customer care one would reasonably expect.I require the following:1. Immediate confirmation that no storage charges will be applied.2. A full review of Mr. Spurs’ conducts and decision-making in this matter.3. A written explanation of the basis upon which these proposed charges are being applied.4. A clear outline of how this complaint will be investigated and resolved.Please treat this as a formal complaint under your internal complaint’s procedure. I expect written acknowledgement and a substantive response within a reasonable timeframe.RegardsL PurvisDirector

My car won’t go into 1st or 2nd gear after not even two months of having it.

Very well as I came up early and didn't have a time slot. Explained I was waiting around as I was from south shields and your staff sorted my vehicle within 1hr 30 mins. Thank you.

Great service

Dear Sir/Madam,I am writing to raise a formal complaint regarding the handling of our vehicle, registration: N111 HTL (FP720ZD / chassis no. WFOYXXTTGYNM71353), which was delivered to Lookers Gateshead on 5th February following instruction from Ford UK (Case Reference: 1299595).Ford UK confirmed to us on 4 February 2026 that the vehicle must be inspected by a Ford dealership. On this basis, we arranged for the vehicle to be transported to your site immediately. However, as of 9 February, we were informed that the vehicle is considered non priority by Stephen Spurr and that no inspection date has been scheduled.This is unacceptable.Despite the issue originating on 14 January, and despite Ford UK’s confirmation of the required action, we have still not been provided with:- A confirmed inspection date- Any indication of when the vehicle will be assessed- A satisfactory level of communication or serviceThis vehicle is essential to our business operations as it is used for goods transport. The ongoing delay is causing significant daily disruption and financial impact. Given the timeline and the circumstances, we believe an inspection date should have been arranged immediately upon the vehicle’s arrival at your dealership.We request the following without further delay:1. A confirmed inspection date for vehicle N111 HTL2. An explanation as to why the vehicle was not booked in upon arrival3. Clarification on why it has been categorised as non priority despite Ford UK’s instructions (Case reference: 1299595).As this is a formal complaint, we expect a formal written response. If we do not receive a reply within five working days, we will escalate this matter further.You may contact us by replying to this email or by calling 0191 262 6677.We look forward to your prompt response.Yours faithfully,Kindest regardsGeoff Purvis

Booked in for a Service & MOT for KIA Niro (service plan in place), confirmed booking online with cost of MOT - email stated if all correct just need to turn up on the day. Dropped car off and confirmed in for service and MOT. Picked car up on completion, 4 new tyres (1 significantly under inflated) and picked car up, confirmed no advisories on the car. No invoice or receipt available as not printed but confirmed would send via email. Confirmed tyres paid for through Bumper. No stamp available for service and has to ask for a signature in the stamp book. Checked the MOT online and was still outstanding but assumed as a Friday may take a few days. called on the Monday and confirmed the MOT was not actually done (it was expired when it went into the service). Turns out it was just an MOT check that was done. Why would I have a full service and no MOT when booking in for both and why say no advisories when I picked it up? This meant I was driving illegally for several days. Luckily I found a garage that could fit me in for an MOT on the Monday. Previous Kia location in Newcastle was much more professional, car was also valeted as part of the service, paper receipts given, stamp in book etc. not provided at Gateshead Office. Still waiting for an email with invoice/receipt but I assume that won't arrive as the MOT was not done and the tyre's were through bumper. Perhaps this is partly due to an issue between the central Lookers booking system and the garage? I can send through booking confirmation showing the MOT was booked in with the service if that would help?

We purchased our Ford Puma NG74 AHA on December 14, 2024, from Lookers Gateshead, new at first registration to Richard Furze, 32 Briarside, DH8 0AS.On the morning of January 22, 2026, the car suffered a fatal fault and suddenly became undrivable on a main road when the gearbox appeared to seize.The RAC were contacted and the mechanic diagnosed that the car could not be driven at all and had to be loaded on to a recovery truck.At this point, we contacted Lookers as the car was still under warranty so judged it would have to be recovered to the dealer where we originally bought it.Lookers Gateshead could not have been less helpful. The receptionist had no empathy for our situation and said the earliest a mechanic could look at our car was March 3 - around six weeks later.We were also told the car could not even be recovered to Lookers that morning as they took 'strictly no recoveries'.When we said we had bought the car from that dealership just 13 months earlier, she said it made no difference and we would have to find another Ford main dealer and she could not help me find one or with anything else.We had to do that from the cab of the recovery truck and spoke to Vertu Ford, Scotswood Road, who were very helpful, took the car that morning and repaired it within a week (the diagnosis of this part failure is subject to a separate complaint 01330842, now with the Motor Ombudsman)Prior to this experience, we had had issues with arranging a Ford recall with Lookers, who were extremely unhelpful when we tried to find a convenient time for the adjustment to be made to fit around our jobs. We received the recall letter in August and did not manage to book the car in until December, after being given times we had already told them were not suitable.This complaint has also been brought to Ford UK's attention as we are sure this service falls way below the service this dealership is obliged to provide to customers.

My car kia sportage was dropped off at their workshops for a recall issue on the morning of the 27\1\26 and was returned the same day with a damaged ignition barrel which can only have happened while in there care but insist that it is nothing to do with them and I will be charged nearly £800 to rectify any damage caused