Connor the person was amazing, even though we didn’t buy a car in the end due to insurance prices, we felt welcomed treat with the upmost respect and honesty and if I could put more than 5 starts I absolutely would.

Zach was knowledgeable and very helpful

Great staff very helpful

Pls remove my number from your database 07546409526

Delivered a high quality service Philip Earl wasvery helpful and explained everything we needed to know in detail. We cannot thank him enough.

Didn’t get a call back as I was expecting and when I rang back didn’t seem to be offering a suitable offer

Lookers Ford Sheffield10 Savile Street EastSheffieldS4 7QJ27 June 2025Dear Complaints Team / General Manager,Formal Complaint – Failure to Make a Reasonable AdjustmentI am writing to make a formal complaint regarding your failure to make a reasonable adjustment in accordance with the Equality Act 2010.As a disabled person with severe anxiety and depression, which have a substantial and long-term adverse effect on my ability to carry out normal day-to-day activities, I am also a vulnerable customer. As a service provider, Lookers has an anticipatory duty under the Equality Act 2010 to make reasonable adjustments where disabled customers would otherwise be placed at a substantial disadvantage. A failure to comply with that duty is unlawful discrimination.Throughout my dealings with your dealership, I made it clear that because of my disability I was unable to communicate by telephone and requested that all communication, including finance quotations, be provided by email as a reasonable adjustment.Rather than considering this adjustment, your Sales Executive repeatedly sought to avoid my request. I was asked whether a third party could speak on my behalf instead. When I explained that I did not have anyone who could do so, I was informed that HR and the General Manager had confirmed that finance quotations could not be provided by email due to compliance requirements.By insisting upon telephone communication despite knowing that my disability prevented me from communicating in that way, I was effectively prevented from accessing your finance services on the same basis as a non-disabled customer. Requiring me to rely on another person simply to access your services was not a reasonable alternative when the adjustment requested—communicating by email—was straightforward and entirely practicable.Receiving that refusal had a devastating impact on my mental health. I felt belittled, humiliated and excluded because of my disability. My heart sank when I read the email. I broke down in tears, experienced a panic attack, and was left too distressed to respond. I was forced to seek emotional support from my brother and spent considerable time researching my legal rights simply to understand whether I had been treated lawfully. This experience significantly worsened my anxiety and left me feeling that my disability and my needs simply did not matter.It was only after I replied expressing my disappointment, explaining that I believed I had been discriminated against because of my disability, and reminding your dealership of its legal duty to make reasonable adjustments, that your position changed.In response, your Sales Executive stated:“Apologies for any confusion as I may have not worded it correctly.”He then went on to state:“As an FCA regulated company we are absolutely able to send quotes over email.”This directly contradicted the previous email, which stated that finance quotations could not be sent by email due to compliance requirements and that this position had been approved by HR and the General Manager. It demonstrates that the refusal was not required by regulation and that the reasonable adjustment I requested could have been made from the outset.This should have been an exciting experience purchasing a vehicle. Instead, I was left feeling unheard, excluded, emotionally exhausted and humiliated because my disability was not accommodated.I am bringing this matter to your attention not only because of the significant distress and humiliation I experienced, but also because I do not want other disabled customers to be treated in the same way.To resolve this complaint, I ask that Lookers:acknowledge that the requested reasonable adjustment should have been made;provide a full written apology for the distress and discrimination I experienced;explain what steps will be taken to ensure disabled customers are not treated similarly in future; andconsider appropriate compensation for the distress and injury to feelings caused by this failure to make a reasonable adjustment.If this matter cannot be resolved satisfactorily, I intend to escalate my complaint to the Financial Ombudsman Service. I also reserve all rights in respect of any claim arising under the Equality Act 2010.I look forward to receiving your full written response within 14 days of receipt of this letter.Yours faithfully,Aimee Chadwick

I booked my car through your online system to have the Engine Management Light (EML) investigated. In my online booking, follow-up email, and telephone conversation, I clearly explained that this was an ongoing issue. The O2 sensor had already been replaced multiple times, including most recently with a genuine Ford part fitted by an ex-Ford Master Technician. After extensive investigation by other garages, it was believed the fault required a Ford software update, and I was advised that only a Ford specialist garage would be able to resolve it. This was the reason I booked my vehicle with you. Before booking, I also contacted your team to understand the likely costs.When I dropped the car off, I found the attitude at the service desk to be unwelcoming and patronising. Despite already explaining the issue, I was repeatedly asked whether I “wanted diagnostics” and “what software do you need?”, even though I had already been told diagnostics were a necessary part of the process. On more than one occasion, members of staff also commented that they had never come across my file before, despite the fact I had already had several telephone conversations with the service desk regarding this booking. This gave the impression that little effort had been made to review my case before speaking with me. When I attempted to seek a second opinion from another member of staff at the service desk about what options were available, I was told they would simply tell me the same thing, rather than allowing another colleague to discuss the matter with me.After my car had been with you all day, I expected to receive a phone call with an update. Instead, I happened to notice an email containing a vehicle report. At no point had anyone explained that updates would be provided in this way, so I spent the day waiting unnecessarily. I requested a callback at around 5:30 pm but received no response and had to chase this the following day.During that conversation, I was again met with a dismissive attitude. I explained that I was unwilling to authorise another O2 sensor replacement at a cost of approximately £400 because I knew this was not the underlying issue. I was once again asked, “What software do you need?” We eventually agreed that I would provide invoices for the previous work so you could cross-reference the repairs and determine whether the sensor could be replaced under warranty.Over the following days, I repeatedly supplied the information requested, but the requirements continually changed. Initially, I was told an invoice was needed, which I provided. I was then informed it did not contain the part number, so I contacted the previous garage and obtained this. After sending it over, I was told that still was not sufficient and that I now needed the garage’s purchase invoice. The previous garage had to search through their records to locate this document, which I then forwarded.Despite providing everything requested, I repeatedly had to chase for updates. I requested callbacks on three separate occasions and received none. On my final call, I was eventually informed that a replacement part had been ordered and would be fitted.The following day, I was advised that the replacement O2 sensor would be installed. I specifically warned the technician that, although the new sensor might temporarily clear the warning light, I fully expected the fault to return within a few days because I did not believe the sensor was the root cause. He stated he was unaware of this but would make a note.Unfortunately, after collecting the vehicle and driving fewer than 15 miles, the Engine Management Light returned, along with an additional warning light that had not previously been present. I am now waiting for another callback to arrange for the vehicle to return to the garage.This entire experience has caused unnecessary stress and inconvenience. I chose a recognised Ford specialist because I expected a high standard of customer service and technical expertise, with the issue being diagnosed efficiently. Instead, this has been one of the worst experiences I have had with any garage.In addition to the poor communication throughout, I was left without my car for almost a full week and had to make alternative travel arrangements for my one-hour daily commute. I received little to no proactive communication, repeatedly had to chase updates myself, and was expected to source part numbers and purchase invoices that I do not believe should have been my responsibility.Overall, I feel that both the level of customer service and the handling of my vehicle fell well below the standard I would expect from an authorised Ford specialist.

customer has called as she had vehicle in with dealership back in July 2025 for recall to be carried out but has since received 2 letters from ford to advise one in october 2025 and one in February 2026, she has called dealership and also visited to confirm this and everytime gets reassured it has been logged correctly with ford. she has went online to check when her MOT is due and it is still stating there is a recall still out standing so she called ford up and they have advised that it needs to be completed by the dealership on the system and if they are facing any issues to call the Ford recall team to log it correctly. MOT is duie by the 27th and customer needs this completed and confirmed by then.

No responses to queries.