I am writing to make a formal complaint regarding the handling of a safety recall affecting my Jaguar E-PACE registration ST54ARR, purchased in October 2024 and currently with approximately 15,000 miles.I have received notification of a manufacturer's safety recall concerning the passenger-side airbag assembly, specifically that the airbag may not have been folded correctly during manufacture. My understanding is that this defect could impair proper deployment in the event of a collision, creating an obvious and significant safety risk to vehicle occupants. As this is a manufacturing defect identified by Jaguar Land Rover itself, responsibility for both the defect and the practical resolution of the issue rests entirely with Jaguar Land Rover and its authorised dealer network.Upon contacting my nearest dealer, Lookers Aylesbury, I was initially informed that the vehicle could be collected from my address and returned following completion of the recall work. I dealt with Shad. However, I was subsequently told (by a female service manager) that this would no longer be possible and was instead directed to contact Jaguar Reading, despite Reading not being my nearest authorised dealer. My postcode is RG9 6PJ - Lookers Ayelsbury is closer than Reading, I explained this, but to no avail.I then spoke with Jamie, the Service Manager at Jaguar Reading, who informed me that the dealership would collect the vehicle only if I paid for the collection service myself. I explained that I did not believe it reasonable or appropriate for me to incur costs, inconvenience, or loss of working time in order to remedy a manufacturing safety defect for which Jaguar Land Rover is solely responsible. His response was, in substance, “You might think that, but basically that’s the situation.”I must make my position absolutely clear.• This is not a maintenance matter, wear-and-tear issue, or customer-induced fault. It is a manufacturer's safety recall concerning a potentially defective airbag system. The vehicle has effectively been acknowledged by Jaguar Land Rover as unsafe or potentially unsafe for normal use until remedied.• Under the Consumer Rights Act 2015, goods supplied by a trader must be of satisfactory quality and safe. In addition, under general principles of product liability and negligence, responsibility for defects arising from manufacture rests with the manufacturer and its authorised repair network, not the consumer.• Further, the Consumer Protection Act 1987 imposes liability on producers for defective products where safety is compromised. A safety-critical airbag defect clearly falls within this category.Accordingly:1. I do not accept that I should bear any financial cost associated with rectifying this manufacturing defect, including transportation or collection charges.2. I do not accept that I should be required to take unpaid time away from work, arrange logistics, or otherwise absorb inconvenience caused solely by Jaguar Land Rover’s manufacturing failure.3. Given that Jaguar Land Rover has formally identified the vehicle as subject to a safety recall, liability for risks associated with the defect remains with Jaguar Land Rover until the remedial work has been completed.4. I consider it entirely reasonable that Jaguar Land Rover arrange collection and return of the vehicle at no cost to me, particularly where the defect concerns a critical occupant safety system.I would therefore ask that Jaguar Land Rover immediately arrange:- collection of the vehicle from my address;- completion of the recall work without charge;- return delivery of the vehicle to me; and- written confirmation that the vehicle is safe for continued operation once repaired.I would also appreciate clarification as to why different authorised Jaguar dealers appear to apply inconsistent policies regarding collection arrangements for safety recalls.Please treat this correspondence as a formal complaint. If this matter cannot be resolved promptly and reasonably, I will consider escalating it further, including to Jaguar Land Rover UK Executive Relations, Trading Standards, the Motor Ombudsman, and, if necessary, seeking independent legal advice regarding liability and consumer protection obligations.I look forward to your response.

Our vehicle was scheduled for diagnostic work on Monday 12th April. We haven't received any communication about what is going on, and our vehicle is still at the garage. Two weeks without our only vehicle and no communication about why it is taking so long just to do a diagnostic. Attempting to contact them, phones are never answered by the service department, as we have tried multiple times per day every day this week.

I have made a complaint on 4th of March. It has not yet been responded or acknowledged. I am writing to escalate this matter and to let you know I will take it further to ombudsman.

From: Paul HewittSent: 09 April 2026 10:10To: Eve Wilson-WardleSubject: Fwd: Your Service Plan ContractExternal Sender: Confirm legitimacy before acting.Hi Eve,I’m disappointed not to have heard anything from you.Please could you consider this a formal complaint and advise me of your complaints procedure.My complaint is that the service plan was missold to me as it failed to cover an important part of my last service, leaving me with a £1362.06 bill to pay. The alternative is that these additional elements were not actually part of the service, however the checklist that was left in my car suggests differently and your agent told me that they were. I’m also confused about what the actual cost of that full service would be if that much is missing. This seems completely out of proportion to normal servicing costs.I would appreciate a formal response to these points - was my service plan missold, or was the service not completed in full as it should have been.I look forward to a prompt response.Paul Hewitt07967312142Begin forwarded message:From: Paul HewittDate: 1 April 2026 at 11:59:23 BSTTo: Eve Wilson-WardleSubject: Re: Your Service Plan ContractHi Eve,Do you have an update on the issues I had with my service?ThanksPaul Hewitt07967 312142On 26 Mar 2026, at 17:30, Paul Hewittwrote:Hi Eve,Thanks for getting back to me so quickly.If you could look into this I’d be most grateful. My concern is that the service has only been partially completed today, and I have a third party warranty on the vehicle which required servicing to be kept up to date. I also am concerned with the bill I’m facing and am wondering how just a part of a single service could be that much?I’m attaching a photo of the list of work done as part of the service that I found in the car today. The three items that haven’t been ticked off are those that I’m being charged for. I’ve also attached a screenshot of the notification and the cost I was sent.Thank you for your help - I look forward to hearing from you.Paul07967 312142On 26 Mar 2026, at 17:06, Eve Wilson-Wardlewrote:Good afternoon, Paul,Firstly, I apologise this has been your experience whilst having your service done today, this is not the service we aim for.I have done some research on your service plan and although I had renewed your plan for you, this was to start next year (2027) and 2028 therefore I was not the person who had sold you the plan with the service or this year. I am more than happy to create an investigation to find who had originally sold you this plan 2 years ago and discuss a resolution for this, but this may take a couple days to get to the bottom of although I will give it my all to have this settled sooner.Please feel free to reach out with and questions or concerns you may have and I will get back to you as soon as I can.Kind regards,EveEve Wilson-WardleCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: Paul HewittSent: 26 March 2026 16:45To: Eve Wilson-WardleSubject: Re: Your Service Plan ContractExternal Sender: Confirm legitimacy before acting.Good afternoon.I recently renewed my service plan, as per this email. I've held a service plan with Lookers for around 8 years over a couple of vehicles.I was reminded to renew when I called up to book my latest service that took place today at the Aston Clinton branch.Although the service took place, I was surprised to be told that a certain part of the Service had not been included in the plan, and that I should have been given the option to include it when the service pack was sold.The missing elements were described on the health check as follows;"missing transfer box oil, spark plugs and brake hoses, due on 96k service". The additional cost of these items was a concerning £1,362.06.I don't understand why this was left out of my plan. I have always held a plan on the basis that it will cover the service in full, and for the past eight years that has been the case. I'm now faced with a sizeable bill - the purpose of the service plan was to avoid such things - and a genuine concern that the plan that I have just signed up for may have a similar deficiency for my future two services.Could I please ask for clarity on the following points;1. Are Lookers correct? Did my plan not include all elements of the service? This doesn't make any sense to me, yet they want over £1300 to replace parts I am told by them is part of a service.2. If they are correct, I believe my policy was mis-sold so would like to complain accordingly.3. Does my new plan have any missing 'extras' that I will be expected to pay for over the coming 24 months?I was dealing with Lee Walshe at Lookers Aston Clinton if you need to clarify what was said. I can also provide a screenshot of the health check that points to the 'urgent' work that has not been completed.I look forward to hearing from you.Thanks,Paul Hewitt07967 312142________________________________________From: LookersSent: 10 March 2026 11:48To: phewitt@gmail.comSubject: Your Service Plan ContractYour Service Plan ContractDear Mr Hewitt, please find attached your Service Plan Contract.We would like this opportunity to thank you for your business and look forward to seeing you in our service centre. Please do not hesitate to contact us if you require any further assistance.Jaguar UKLookers Jaguar BuckinghamshireUnit 2 Aesop Business Park, Aesop Road, Aston Clinton, HP22 5XXTel: 01296 592 422

Dear Sir/Madam,I am writing to formally raise a complaint regarding an incorrect charge relating to my car hire (Agreement No. 839250).My confirmed booking period, as clearly evidenced in my Enterprise rental agreement, was from 16/01 to 02/03. However, I have been charged £415.20 due to Lookers Aylesbury only settling the hire up to 27/02.I have already contacted Enterprise Watford, who confirmed that the shortfall is due to Lookers ending payment early. This discrepancy is entirely between Lookers and Enterprise and is not my responsibility.Despite this, I have been left in the middle attempting to resolve an issue that I did not cause, which is unacceptable.I request that this matter is resolved immediately between yourselves and that:The incorrect charge of £415.20 is removed/refunded in fullI am not held liable for any portion of this disputePlease confirm in writing once this has been resolved.If this is not rectified promptly, I will have no option but to escalate the matter further.Kind regards,Abtar Randhawa

original complaint raised on 11th December 2025 but had been assigned to incorrect site, please respond asap. both customer scanned letters are in attachments

And customer services.I made a complaint in February 2026 and have heard nothing since....??This is typical of JLR, you just do not contact/talk/email/communicate with your customers. 1st the service department and now the complaints? What is going on???Also, i have exactly the same warning light come up on my AGAIN! My auxiliary battery has been replaced, the dude battery under the car has been replaced, but the warning light has reappeared...I need to be contacted ASAP re this complaint and the continuing issue with my vehicle.

After a very confused team managed to do the service on our car, they brought the car back home with problems. After dropping it and after the Lookers in Aston Clinton touched it, it started to smell of oil all around the car, around and on the bonnet and coming out very bad smoke from the car. I have asked them to inspect it as they have definitely put more oil than it should and it is now causing a problem. They seemed very unsure and confused about what they done, didn’t listen to me and acted like it is my fault that they have nothing to do with this. I have gone in there with my toddler and they said oh is definitely injectors is very dangerous to drive we will have to inspect it, put me to sign something and then took the car. No clear explanation and 100% not told me it will be chargable. Second day, they covered up their mistake and blamed it on other things, also charging me for the diagnostic when I told them I do not trust anymore what they are saying. They are very good to be pushy and to get the customers in but clearly treated me like this because I am a women, seemed a bit stupid and with a child with me. Also I am not english so I am sure the treatment would have been different. I asked my husband to go in and collect the vehicle and at that point, they said it is ok to drive, and the smoke is not white is black , so very confusing things said to different people. They have done something to my car and on top of all the bill they tried to invent problems. It is not right and not what I expected from the big Jaguar Land Rover. You would expect this from small garages but I now confirm that if the staff in there at Jaguar is raising the shoulders and don’t know what they have done, how can I trust the services? It never done smoke and it didn’t had a problem, even the driver said is all on green when bringing the car home. So overnight these things cannot happen. I need this to be looked into, and will take this further as much as needed as I need justice for all the stress and the disaster that happened to me and our car.

Dropped my car off and had booked a courtesy but then had to wait a further 25 minutes as it had no fuel. The car was rather uncared for with sticky finger marks on the steering wheel and main Consul. It only had 6k on the clock and looked like it had been well used! I was asked if I wanted my car washed which I said yes to. I was called at 5pm to pick up the car, I arrived at 5.35pm and told to sit in the waiting area. Another customer came in and got seen to straight away (male). I have always struggled as a female Range Rover customer to get any level of quality service. I waited until 6.15pm and was told that there was only one person sorting out the cars. Mine was due to come to the tunnel for pick up but never arrived. It was parked outside the front, it was sleeting at the time and not washed.The fact that another customer came in was given preferential treatment and I noticed his Range Rover Sport had been washed is not good customer service. I may be a female customer but expect the same level of service as everyone else! Buying the car was one long drama and if I could go somewhere else I would.

Dear whomeverI would like to raise a formal complaint about the dreadful service I have yet again received at Lookers, Aston Clinton.Please let me know how I am to proceed.KarenMrs Karen ForsterA VERY unhappy customer