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

Thank, Andrew,Vehicle registration EO21 XUK, Dunston Gateshead dealership.Kind regards,MartinSent from my iPhoneOn 2 Feb 2026, at 14:53, Customer Feedbackwrote:Good afternoonThank you for your email.We are sorry to learn that you have experienced difficulties with a Lookers dealership.   Please could you confirm which Lookers dealership this refers to and a vehicle registration number so that we can ensure that it is referred to the relevant team for investigation. RegardsAndrewFrom: chambers martinSent: 02 February 2026 12:20To: Vehicle ComplaintsSubject: Complaint re MOT bookingExternal Sender: Confirm legitimacy before acting.Dear Sir or Madam,When I took my EMAC policy out after purchasing a quality vehicle from you I expected a quality customer experience.When I called to to book my MOT today I was told that I could not wait for my car as I would normally do as you have decided to refurbish your branch but instead I would have the inconvenience of having to arrange my own travel back home then to the branch to pick it up at 17:00.In the event of having to arrange taxis I expect full reimbursement of my costs; had I known you prioritise your refurbishments over customer service I would not have taken the very expensive service policy and I would have gone to the MOT test centre at Swalwell instead which would have been far more convenient for me.Kindly confirm your next steps,Yours faithfully,Dr Martin Chambers

Last month, on the January 4th, I had an appointment for my car’s MOT at Service Centre Ford in Gateshead.When I brought the car in for the MOT, I informed the staff that the tyre pressure sensor was not working and that a warning light was showing on the dashboard.After the car passed the MOT, I was told that checking the tyre pressure sensor would cost £140. I agreed to this and asked them to proceed with the work. I was also informed that this repair was covered under the RAC warranty.However, at present, the warning light has appeared again on my car, showing the message “Tyre sensor not detected.” This has caused me concern, as I am not confident whether the tyre pressure sensor was actually replaced or not. I am unsure what work was carried out, as the same issue has returned.I would appreciate it if you could please clarify whether the sensor was replaced, and advise me on what steps should be taken next to resolve it.I have been doing MOT and annual service for last 2 year in Ford service centre Gateshead. This is the first time I got this experience from you.Thank you