Good MorningPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Gloria TresacoSent: 13 March 2026 12:30To: Arwen Carr; F and I Complaints; Stefano GiulianiSubject: Important Re: Service Booking Confirmation Ref OU21ZXT Jaguar Land Rover West LondonExternal Sender: Confirm legitimacy before acting.Dear Jaguar Land Rover team,We took our car a few weeks ago for the MOT. It is a Jaguar ipace (OU21ZXT). The day after we came back from the MOT, the car showed a sign saying that the battery is faulty. Now it only charges up to 70%.We are almost certain that exactly the same thing happened the previous time we took it there for the MOT. The battery had to be changed then.This is a bit worrying, it could be just a coincidence but both times we took the car for the MOT the following day the battery was faulty?…Could you please look into this for us?How should we proceed? We will need to bring the car again for the faulty battery to be checked and repaired.Thank you very much for your help.Gloria TresacoOn 16 Dec 2025, at 15:26, Arwen Carrwrote:Hello Mrs LoberaThank you for your booking. To confirm we have booked your vehicle to come into us on 30/01/26 at 10am, at Jaguar Land Rover West London.The cost of the MOT is £54.85 including parts, labour, VAT and environmental charge. With every appointment we undertake a full vehicle health check free of charge.If you have any questions regarding your booking, don’t hesitate to contact me.Kind Regards,Arwen CarrArwen CarrCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk

Im 8 weeks on from cancelling a car purchase via lookers West London, and still haven't received my reservation fee back. The delays on the car i inteneded to purchase were signifcant and not communicated when i arranged to buy the car, the salesman Mo's communication style was appalling. I spoke to the store. manager and he said he'd cancel the car/ arrange the refund and confirm via email - still nothing. I've raised a complaint and heard no feedback. I need an email from the store manager confirming return of my reservation fee ASAP or i will escalate this

Good afternoon,I am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Ali HansaRegistration: LT23GGOInception Date: 7th December 2023Date Of Complaint: 2nd March 2026Goods Details: Jaguar F-Pace Estate Special EditionNew/Used: UsedMileage At POS/POI: 7519Current Mileage: 29973Agreement Number: 553923446The customer has advised us of the following faults;• Repeated AdBlue warnings at abnormal intervals• Excessive AdBlue consumption (requiring 9–12 litres each time)• Engine light present• Dealer repeatedly stating the issue is “normal” without investigation• No diagnostics offered despite multiple reports• Fault persists after dealer visit and recall work• No fault found conclusion incorrect — fault ongoing and worsening• OC must constantly carry AdBlue and monitor range• Loss of confidence in vehicle reliability• Safety concerns due to potential restricted performance mode or non-startAt this time we do not need any further information from you. If we require information we will contact you again. The customer may contact you to obtain information, please endeavour to provide this to them where possible.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.***********************************************************************************This email and any attachments are confidential and intended only for the above addressee. It may contain privileged information. If you are not the addressee you must not copy, distribute, disclose or use any of the information in it. If you have received it in error, please delete it and notify the sender.Black Horse Limited. Registered office: 25 Gresham Street, London EC2V 7HN.Registered number: 661204 England and Wales.Authorised and regulated by the Financial Conduct Authority.Lex Autolease Limited: Registered Office: 25 Gresham Street, London, EC2V 7HN.Registered Number: 1090741 England and Wales.Authorised and regulated by the Financial Conduct Authority for credit relatedregulated and insurance distribution activities.Suzuki Financial Services Limited. Registered Office:33 Old Broad Street, London, EC2N 1HZ.Registered Number: 03015566 England and Wales.Authorised and Regulated by the Financial Conduct Authority.International Motors Finance Limited: Registered Office: 33 Old Broad Street, London, EC2N 1HZ.Registered Number: 02956040 England and Wales.Authorised and Regulated by the Financial Conduct Authority.United Dominions Trust Limited. Registered office. 25 Gresham Street, LondonEC2V 7HN.Registered number: 0184739 England and WalesAuthorised and regulated by the Financial Conduct Authority for credit-relatedregulated activitiesShogun Finance Limited: Registered Office: 33 Old Broad Street, London, EC2N 1HZ.Registered Number: 01963821 England and Wales.Authorised and Regulated by the Financial Conduct AuthorityHVF Limited. Registered Office: 25 Gresham Street, London, United Kingdom, EC2V 7HN.Registered in England and Wales with registration Number: 2238952Authorised and regulated by the Financial Conduct Authority for credit relatedregulated and insurance distribution activities.

Hi placed a reservation on a car - and there were multiple delays with various parts . I spoke to the manager and notified him I wanted to cancel the purchase and he advised my agent Mo would confirm the cancellation via email and return the reservation free. Over a month later still nothing. The whole process has been shocking and lack of communication is appalling.

Good afternoon,Unfortunately, I am having to email you regarding an extremely disappointing experience at your Amersham branch.I first called on Monday 16th to book myself in for a service and MOT. I was then sent a link, via text message, to look at the service plan available for my 2017 RS3 which didn’t work.On the off chance, I was in Amersham on Saturday 21st and decided to pop in to confirm that my booking for Tuesday 24th had been made and all was ok.To my surprise, the lady at the front desk claimed that there was no booking under my name or my car reg (PA63 TMW), although she was able to confirm that she could see I had spoken to someone on the Monday. This made no sense to me, but, these things happen, so I said I would call up again on Monday 23rd as the service team were not in at the time.I later received a booking confirmation text for my appointment on Tuesday 24th. So why were the booking lady on the phone, and the lady at the front desk in Amersham not on the same page? Hardly a great first impression of your business.I dropped the car off Tuesday morning and all seemed ok, bar my surname PAGET having been spelt wrong on my contact details and email. Again, these things happen, but, whoever made that mistake clearly was not listening to me when I spelt a 5 letter word out, not very professional.I was called to say that my front drivers side tyre needed replacing, along with my rear pads. I agreed for both to be done, however, once again, someone not doing their job properly quoted me £200+ more than it should have been. This mistake was thankfully rectified today.I make that 4 unprofessional incidents already.Today, Wednesday 25th, I picked the car up after paying for the annual service plan along with the extra work for the tyre and brakes. A total of around £1200.I then went outside to see my car had been ‘cleaned’ (I was never asked, nor gave consent for god knows who, or what to be used on my car). I have attached a video to show the state of the car. Huge parts of the side skirt not washed at all, along with what looks like dirty hand prints all over the car. This is an Audi dealership, and I left you in charge of my RS3. The lack of standards and professionalism shown once again is off the charts. I worry about what was even used to ‘clean’ my car. I informed a worker that it was unacceptable and he agreed, that despite it being a ‘once over’ it had been done poorly.After getting into the car and starting it, I noticed that the petrol gauge stated 135 miles left in the tank (photo attached). I dropped it off on 180 miles. I would love a clear and detailed explanation as to why 45miles have gone missing. Why would the car need to be driven to that extent after a basic service and MOT? Once again I must severely question the professionalism of staff at your branch. Without a detailed response, I can only assume that staff fancied driving my car for their pleasure. This was not, and would NEVER be agreed too and to me sounds like TWOC, a criminal offence.If all of the above wasn’t enough, the tyre pressure light then came on the dash (picture also provided). Why has this happened? Why weren’t the values reset ahead of my arrival?Your staff, at every single opportunity have shown a lack of professionalism or understanding of how to do their job. I do not feel that myself or my car have been treated with the respect deserved. I have had performance Fords, and Mercedes in the past and have never encountered such a diabolical experience.I would like a detailed explanation for ALL of the above along with some sort of reconciliation as a bare minimum for the shambolic and unacceptable service received.Kind regards

My car was sent to garage for MOT which it failed according to them. Issue found and approved for replacement. The car was handed over to service on the 8th Feb and now the 21st and still nothing has been done yet! Had a call on the 18th to update me and said the car is ready for collection on Saturday. Saturday morning called the service 8 times before making my way to the service and no one answered. When arrived at the service I was told the car won’t be ready until late Monday the 23rd Feb. When asked why, the answer was more parts were required from those that I approved! This is concerning as if more parts were need first I did not approve and secondly it make me think as to why that was not ordered at first which is believed to misleading the service and not ordering what actually was required! When I asked why the calls were not answered, the advisor said we open at 8:30 when on the website the lines shows to open at 8am! This is another lie from multiple lies! Need clear explanation why these continued lies are happening and the service is failingI am disgusted about this and need full resolution

Hopeless ! My air con is still faultyJohnOn 20 Feb 2026, at 12:01 pm, West London Jaguarwrote:Tell us what you think.UnsubscribeHi JohnThank you for your recent visit to Lookers Jaguar West London,At Lookers Jaguar West London we are always trying to improve and your feedback is very important to us.We'd love to get your thoughts on how we did. It only takes a few minutes!GoogleTrustpilot

Dear Sir/Madam,I am writing to raise a formal complaint regarding my car finance agreement taken out in 2019.I have recently become aware of concerns surrounding discretionary commission arrangements (DCA) in car finance agreements. I would like to formally request confirmation as to whether my agreement included such an arrangement.If a discretionary commission arrangement was applied, please provide full details including:• The amount of commission paid to the dealer• How the interest rate was determined• Whether the commission structure influenced the interest rate I was charged• A full breakdown of interest and charges applied to my agreementI am concerned that I may have been charged a higher interest rate as a result of the commission structure, and that this was not clearly disclosed to me at the time I entered into the agreement.Please treat this as a formal complaint and provide your final response within the required 8-week timeframe. I also request a copy of my original finance agreement for my records.If I do not receive a satisfactory response, I understand that I may refer the matter to the Financial Ombudsman Service.I look forward to your response.

Terrible service and dangerous repairs and tampering of parts to my car which I wish to escalate

My car has now been in with you on two occasions costing in excess of £4,000. I collection my car again on Monday 2nd February and within 1 day the engineer light had come on again. I have been told that the car has been complexly checked and is road worthy.