Dear Paul,I am writing to formally raise a complaint about the Mini Clubman my sister, Aaisha Haque, purchased from Lookers in December 2025. For clarity, the MOT was carried out on 16 December 2025, and the V5C (logbook) shows a date of issue of 20 December 2025, so our understanding is that the vehicle was purchased on or around 20 December 2025.I am writing on her behalf with her full authority, as I am insured on the vehicle and have driven it regularly.On the day the vehicle was due to be collected, my sister received a phone call advising of an issue with the handbrake and asking whether collection could be delayed while this was investigated. Later that same day, she was informed that the necessary checks had been carried out and that the issue had been resolved. We therefore collected the vehicle on the understanding that the fault had been properly rectified.However, within approximately two weeks of purchase, the vehicle began displaying the following dashboard warning: “Transmission – secure vehicle with parking brake when stationary. Have the problem checked by your service partner.” I took a photograph of this warning on 7 January 2026, although it had appeared prior to that date. Given the earlier call regarding a handbrake issue before collection, this immediately raised concerns that the issue had not, in fact, been properly resolved before sale.When the vehicle was returned to the dealership, we were advised that gearbox-related work is required and that the battery also requires replacement. These are significant mechanical issues. Given that the vehicle had just passed an MOT days before sale and was subsequently handed over to us, it is reasonable to question whether a proper pre-delivery inspection or multi-point check was carried out before handover. An MOT alone does not remove the retailer’s responsibility to ensure the vehicle is mechanically sound and of satisfactory quality at the point of sale.Furthermore, when I queried the original pre-collection handbrake issue at the service desk, I was advised that there was “nothing logged” in relation to that matter, which is concerning given that we were contacted about it before collection.In addition, the rear wiper blades require attention, and the vehicle was not properly valeted before handover, with food wrappers found underneath the seats. While minor in isolation, these issues contribute to concern that the vehicle may not have undergone a thorough preparation process before sale.The vehicle remains within six months of purchase and, under the Consumer Rights Act 2015, where a fault becomes apparent within the first six months, it is presumed to have been present at the time of sale unless the retailer can demonstrate otherwise. A vehicle must be of satisfactory quality, fit for purpose, and as described. Given the sequence of events outlined above, we have serious concerns that the vehicle did not meet those statutory standards at the time of sale.We were also informed that two weeks’ notice is required to secure a courtesy vehicle. However, we were not provided two weeks’ notice to return the vehicle for these repairs. As this is not a routine service but a return for significant mechanical faults linked to a pre-collection issue, provision of alternative transport would be a reasonable expectation.We are therefore seeking confirmation that all mechanical faults will be fully rectified to manufacturer standard, that a comprehensive inspection will be carried out before the vehicle is returned, that the vehicle will receive a full professional valet before handover, that a 12-month extension of warranty will be provided as a gesture of goodwill given the circumstances and loss of confidence caused, and that we receive written confirmation outlining how this complaint is being addressed.We hope this matter can be resolved promptly and amicably; however, we reserve all rights available to us should the vehicle not be repaired satisfactorily.I look forward to your written response.Kind regards,Hamzah HaqueOn behalf of Aaisha HaqueREG: NL17 VHJ

During the process of trading in my car the post customer service was good which was pleasing however, this changed once the purchase was completed. Noticing a smell we informed South Shields Lookers home we bought from which we were told this is due to car standing for a while. We were told the car service was also up to date, both these statements were false. I had to take my car to Middlesbrough Lookers which is when I was informed it was due a major service and this is why the smell was probably there, I had only owned the car 6 weeks at this time. Cost of service with only ownership of 6 weeks and under 400 miles of driving it was over £800. I have now waited 6 weeks for an update in regards to this, I have been trying to get in touch with them myself to which IO've heard nothing. I do not know how Lookers has reviews of 4 Stars plus but my experience with them has left me extremely disappointed and regretting my purchase. I now feel as though all the dealership was after, was a sale.

Following my enquiry and a video sent by Lisa about the Citroen i was interested in, I called the branch twice that day to speak to Lisa, was told she was busy and would call me back. She never called, noone called.

I have been having problems withy vehicle, I initially took it in to the garage on the 5th of December but after a couple of day's the garage informed me they couldn't get the battery for the E-Call System from Skoda and I have been given numerous estimated dates but nothing, it's ok blaming supply but I have had nothing to back up these claims up and I've been left with no vehicle as I've been having problems when I tried to use the car, I've been getting numerous error messages like (12v battery not charging, please stop) also loss of power assisted steering,I have been told these problems are due to the E-Call battery draining power from the 12v main battery and with the amount of time I've waited my car is now out of warranty and so I hope if these problems aren't caused by the battery if it ever gets fixed that these issues are also sorted without financial loss to myself. I want this investigated as I will seen be seeking external advice.The car also had a problem on day one , only noticed after picked car up and that has been sorted it did take quite a while to be fixed with me actually having to take it to Pullman Skoda Sunderland myself as they apparently couldn't find a problem when Lookers took it.I paid over £16,000 for this vehicle and traded in a perfectly good car for it, this is totally ridiculous and I should be given compensation and also extended warranty.

Communication made quickly, no pressure on sale, friendly staff.

Quick response detailed information given.

Question not answered

Quick to get in touch, not really interested in trying to do a deal in the end. Told me to go sell my own car rather than part x. So I made a deal with another dealer.

I am sending this email to raise a complaint which is a recurring problem with the vehicle bought in December 2023.An engine management light appears on my dash again and I have had diagnostics done again which I am attaching to this email.This problem is the same (with the oil) as it was in July 2024. What was done to resolve this problem permanently? Why was this not fixed entirely? How do we move forward?The correspondence below shows 'please treat with discretion with speaking with the customer' was something not disclosed to me by South Shields manager?I'd rather not deal with the manager Richard hall directly as I had no response to my original complaint from him, any verbal correspondence I had with him was not professional or kind mannered, he actually laughed at me for getting upset.How long will it take to get a resolution? I'm seeing this as being misold and a trading standards issue.I believe this vehicle has been sold and is unfit for purpose. Do I need to resort to social media to have some sort of action and response?Please take the time to look through this email I'm depth.

I brought the car in on the Tuesday morning.Carl was very good, telling me how much it would cost. And said he would ring as soon as the car was ready to pick up.Thank you.Mrs M Hart.