The car we particularly wanted to see had obviously been sold days earlier even though we called to arrange. We were told it had been sold a couple of hours earlier which wasn’t true as it was used and had been prepared and in the showroom

I am writing to follow up on my complaint regarding the recurrent faults affecting my vehicle, which was purchased new in November 2024.Complaint Ticket 85727812On 2 February 2026, I received your email confirming that I would be contacted within 14 days. As of today, 23 February 2026, I have not received any further correspondence.Given that the stated timeframe has now passed, I would appreciate an urgent update on the status of my complaint and confirmation of when I can expect this matter to be addressed.The ongoing issues with the vehicle are causing considerable inconvenience, and I would like to see this resolved as soon as possible.I look forward to your prompt response.

Our vehicle was purchased from your Leeds branch, and its two-year service became due this month. When I initially telephoned the number listed on your website (0113 2009500) to arrange the service, I specifically requested a collection and return service. I was advised that this option was available; however, I was encouraged to use the online booking system and select the Express Service, as this would make any amendments easier to manage.Following this advice, I booked the Express Service online for 23rd February. I have email confirmation clearly showing the Express Service option selected. Additionally, I corresponded via email with Sophie Roberts (SophieRoberts@lookers.co.uk) to confirm the booking. To ensure there were no issues, I also telephoned again on 20th February at approximately 4:00pm to reconfirm that the Express Service had been correctly arranged. The call was made to 0113 2009500.Upon arriving at the dealership at 10:20am on 23rd February, I was asked whether I was happy to leave the car for the entire day and return later. I explained that we had specifically booked the Express Service. I was then informed by the receptionist that we had not booked this option. When I presented my email confirmation clearly stating “Express Service,” I was told that bookings made online do not pass this information to the Leeds dealership and that if we had wanted the Express Service, we should have telephoned instead.I explained that we had originally telephoned and were advised to book online, had followed up via email, and had also called again to reconfirm. Despite this, I was told that it was essentially our fault for using the online system and that we should have phoned.This response is deeply concerning for several reasons:1. The number we called (0113 2009500) is the service booking number listed on your website. It is unclear what alternative number we were expected to use.2. If the online booking system does not communicate directly with the Leeds dealership, this represents a significant systems failure.3. The advice provided by your staff to book online appears to have been incorrect.4. When I asked whether the receptionist could contact Sophie Roberts to clarify the apparent communication issue, I was told she did not know who Sophie Roberts was.5. Rather than taking ownership of the situation, the matter was presented as though the error was entirely ours.I had ultimately been left waiting at the dealership for up to several hours, despite having taken reasonable and repeated steps to ensure that the Express Service was correctly booked and confirmed.I would appreciate written clarification on the following points:• Is it correct that the online booking system and the central booking office systems do not integrate with the Leeds dealership?• Was the advice given to us to use the online booking system incorrect?• What steps will be taken to ensure that this does not happen to other customers?I feel extremely let down by what appears to be a breakdown in your internal systems, but also by the standard of customer service received at the York Road Leeds dealership upon arrival. Being told what we “should have done,” despite having followed staff guidance at every stage, is unacceptable.I look forward to your prompt response and a full explanation of how this matter will be resolved.

Mak fordModel Ecosport titniumautoEngine size 998ccColour GreyFule petolDoor plan. 5 doorsHaTchbackEngine number JB35933⁷Registration 17/11/2018Registration(VRM) AO68LJKRferance number 85082077Good evning,I am emailing regards the above detailedvehicle to formally complain about the unfair treatment and dissatisfacation regarding the delay in repairing my car I received at lookers ford Leeds since on 17/10/2025 .As I have not heard back from my last email sent on 02/01/2026 i am emailing again to requast.I left my car on 17th of October 2025 in the dealership for repair as my car had a fault.Unfortunately the treatment that i recieved wasUnfair.I believe that the provider (the warranty group service (isle of man )is willing to accept liability for completing a periodic Maintenance inspection and they declared that any faults which could have been reasonably be said to have been present before the provider became liable will remain the Dealers liability .As the Dealer, they should complet such faults in a reasonable time under the consumer Right act 2015.Unfortunately, My car was not repaired within a reasonable timeframe, which caused me significant inconvenience and financial stress. The unexpected delay meant I had to arrange alternative transportation, incurring additional costs, and it disrupted my daily responsibilities.This situation was unfair. I have been waiting for five months sin e 17/10/2025 until 20/02/2026 as i already collect my car on 20/]2/2026 and it is an excessive amount of time to wait for a repair. The delay has caused me significant inconvenience in my daily life, including transportation challenges .Also ,this caused me significant source of stress offten causing me financial strain,and concernce on my Health and welbeing as i always being worried.Furthermore, this situation faced me a range of emotions and physical responses such as sleep difficulities and general tiredness caused by worried and physical sensations like headaches ,neckpain, racing hearbeat and difficulity concentrating due to on going worried about my car and being treating unfair.Therefore, i would like providng me an offer of compasetion for loss of use of my car due to the delay in effecting a suitable repair. As you are no doubt aware, my car is a domostic that is used for transport to work ,drop and collect my children from school including daily life responsibilities .So, to complet the above daily duties i loss of use my car cumulative,so that i loss of the five months usage of my car.I do not choose to hire a car due to lack of fund s.You are no a dobut aware that the public transport is so expensieve now days including my childrens transport.Furthermore, due to the delay of the repair i faced to canclled the car insurance and results in higher future premiums ,a parmanent mark on my insurance record ,loss of no -claims bonuses and potential càncellation fee.Also, i am a disanled person who is rely heavily on my car for going to work and medical appointmenets and daily independence .The lack of communication regarding this delay and the continued inability to use my car is causing me significant distress, inconvenience and finanicial loss.Under the consumer right Act 2015 i am entitled to have this service completed on reasonable time .I appreciate your attention to this matter.Yours faithfullySelam Fisaha

purchase ficus st in May, 2.5 months occurred a problem with the engine. Went in couldnt find the issue. 2nd time it went back in, its a diesel and you havent done much mileage he said the salesman told him it would be okay. cust taken into hospital and the vehicle was not driven. Went for flat tyre or puncture and he was advised the wheel had been welded back together. Offered the cust a very low amount of money.They cold find the fault. the cust was travelling and a car behind was flashing at him and smoke was belting out of the back of the car.

WP20KWH, paid deposit and travelled 3 hours to view this car, so disappointed the car had been in an accident at some point the bumper was unclipped, the bonnet was out of line, and 3 panel gaps were out of line, how has this not been repaired before viewing my journey cost around £40 plus nearly 4 hours of my time

Dear Lookers Ford Management Team,Please find below a formal complaint submitted on behalf of Article Builds Ltd regarding the mis‑selling of the Ford E‑Transit finance agreement (177638310) arranged through your dealership which has been sent to Ford Credit Complaints Team also.The complaint details the verbal explanations provided by your sales team, the discrepancies between those explanations and the actual agreement terms, and the lack of transparency around commission, interest, and the nature of the finance product recommended.As the dealer and credit broker involved in the sale, we request that you review the complaint in full and confirm that it has been logged under your formal complaints procedure. We would also appreciate confirmation that no adverse action will be taken while the matter is being investigated.We look forward to your acknowledgement and to a timely, fair resolution.Subject: Formal Complaint – Misrepresentation at Point of Sale (Ford Credit Agreement 177638310)12/2/2026Dear Sir/Madam,This is a formal complaint submitted on behalf of Article Builds Ltd, the contracting party for Ford Credit Agreement 177638310, relating to the Ford E Transit supplied by Lookers Ford (Addison Motors Ltd).Although the agreement is marked as Non Regulated, the product was not explained accurately, and the information provided at the point of sale was materially misleading. The company entered into this agreement based on verbal assurances that directly contradict both the written terms and Lookers’ own FCA regulated obligations.1. What the company was told at the point of saleRepresentatives of the company were explicitly informed by Lookers Ford that:• The company would be able to return the vehicle instead of paying the balloon payment• The balloon payment was not mandatory if the vehicle was not retained• The agreement was a standard Hire Purchase agreement, including the ability to hand the vehicle back at the appropriate point• The value of the van was guaranteed.• Part exchanging was an option – to upgrade/trade for another vehicle.These statements directly influenced the company’s decision to proceed.2. What the agreement actually isThe signed agreement is:• Non Regulated• Non Cancellable• Does not provide voluntary termination rights• Requires the balloon payment to be paid in fullNone of this was explained verbally.The company was not informed that it was giving up the protections of the Consumer Credit Act, including the right to voluntary termination. The impact of giving up these protections was never, at any point, explained.3. Lookers’ own Terms of Business were not followedThe Terms of Business provided by Lookers state:a) “You will not receive advice or any recommendation from us.”However, the company did receive advice and recommendations, including:• “You can hand the van back instead of paying the balloon.”These were recommendations and product explanations that directly impacted the decision to purchase — and were incorrect.b) “We will… ensure you have sufficient information to choose how you wish to proceed.”The company was not given sufficient information because:• “Non regulated” was not explained• Loss of voluntary termination rights was not explained• The mandatory nature of the balloon was not explained• Verbal explanations contradicted the written termsWe believe this is a breach of Lookers’ stated obligations and FCA requirements for clear, fair and not misleading information.c) Commission and interest disclosureLookers’ Terms state:“We will receive commission… You are entitled, at any time, to request information regarding any commission which we may have received.”No commission disclosure was provided at the point of sale.No explanation was given about:• the commission structure• whether the dealer had discretion over the interest rate• whether commission influenced the product recommendedGiven the FCA’s current investigation into motor finance commission practices, this is highly relevant.In addition to Lookers’ own Terms of Business, the Ford Credit agreement itself makes clear that the dealer was acting as a credit broker and may receive commission for arranging the finance. However, at no point during the sales process was the company informed:• that Lookers would receive commission• how the commission was calculated• whether the dealer had discretion to adjust the interest rate• whether the commission arrangement influenced the product recommended• that the interest rate offered may have included a dealer applied upliftThe agreement includes the APR and Total Amount Payable, but it does not break down or disclose the commission element or any dealer set interest uplift. This meant the company could not make an informed decision about the true cost of the finance or whether the product was being recommended impartially.Given the FCA’s ongoing review into motor finance commission practices — particularly undisclosed discretionary commission models — the absence of clear disclosure is highly relevant. Without transparency, the company had no way of knowing whether the dealer’s remuneration influenced:• the explanation of the product• the structure recommended• the interest rate applied• or the omission of alternative, more suitable finance optionsThis lack of transparency contributed directly to the company entering into a finance agreement that did not operate as it had been described.4. Financial impactThe company has now paid over 50% of the Total Amount Payable, including the deposit.Under a regulated HP agreement — which the company was led to believe it was entering — it would already be entitled to return the vehicle without paying the balloon.Because the agreement was mis sold, the company is now in a materially worse financial position than it reasonably expected based on the dealer’s explanation.In addition, the unresolved liability relating to this agreement has a significant impact on the company’s financial planning and overall financial wellbeing. A timely resolution is therefore important to avoid unnecessary financial strain and to allow the company to make informed decisions about its future commitments.5. Resolution soughtThe company is seeking a fair and reasonable resolution that reflects the information provided at the point of sale and the financial detriment caused by the misrepresentation.6. What the company is requestingThe company requests that Ford Credit and Lookers Ford:1. Investigate the misrepresentation at point of sale2. Confirm whether the dealer’s explanation complied with FCA requirements3. Provide full disclosure of any commission paid in relation to this agreement4. Provide a remedy that reflects what the company was told and the financial detriment caused5. Confirm that this complaint is logged under your formal complaints procedurePlease confirm in writing that no adverse action will be taken while this complaint is being investigated.Kind regards,Lauren Neenan & Benjamin NeenanOn behalf of Article Builds LtdFord Credit Agreement: 177638310Vehicle Reg: YL23 PCF

My motorbility advisor Leo Fernandez was absolutely brilliant, he gave us very good advice and was very helpful and patient, a lovely friendly person, we didn't feel rushed at all, highly recommend him 100%,Thank you again Mr. Fernandez.

I had an issue with a car I purchased from Audi, which needed to be taken to the garage for diagnosis. Taz and Shaq were very helpful throughout the entire process. They arranged a lovely courtesy car for me while my car was in the garage. It was a stressful time, but they handled everything promptly and made the situation much easier for me.

Really helpful sales did not buy from you however Zohaib from Leeds branch went far and beyond Turing to secure deal however I went with a jlr vehicle