Dear Sir or MadamI brought my Jaguar in for service at your Acton branch on 08.05. 2026. When I collected the car, I immediately pointed out a new scratch on the front bumper I am certain it was not there when I dropped it off.Your staff showed me a short video claiming the scratch was already present but there was no date/time stamp, so I cannot verify when it was recorded. They also did not show me footage from the entrance/drop‑off cameras, which I know exist and would clearly show the car’s true condition on arrival.Please:• Review all CCTV footage from that day, including entrance cameras, with timestamps• Let me view or receive copies of this full footage.Advise how you will resolve thisMy details:Name: Yuriy KishakPhone: 07929852029Reg: OE70 KSO

I am extremely disappointed about the service I have received both in terms of communication / responsiveness, as well as customer service.I rung the centre to book my vehicle in for a service, and also informed the employee that I spoke with that my car had broken down.This was on the 23rd April.I was told the booking to look at my break down was scheduled for the 30th April and my service was booked for the 1st May.I arranged for my vehicle to be recovered to the centre on the 29th April.On the 30th April, I received a call from Frank, who told me that further diagnosis was required, and I would be sent a document that I had to sign to approve the diagnosis, which I completed. Frank informed me that I would be contacted later that day with an update on my vehicle, which never happened. I then called the dealership circa ten times on the 1st May and was consistently told that I would be called back, which never happened.I had still heard nothing by the 5th May, and so I called the centre again, and managed to speak to Frank who said I would be updated within 24/48 hours. I heard nothing and so called again on the 7th May, and was yet again, told that I would be called back, which didn’t happen. I was then sent another document to sign on the 6th May with no further instruction, and so I sent an email to the centre asking why I had been sent it, again, with no response.As of today, I still have received no meaningful communication regarding:- whether the diagnostic work has actually been completed- what fault has been identified- what repairs are required- when I can realistically expect the vehicle to be returnedThis level of communication and customer service is unacceptable, particularly given that:- the vehicle was recovered to you as a breakdown- chargeable diagnostic work was authorised immediately- the vehicle is required for my business operationsWhile I appreciate workshops may be busy, I do not consider it reasonable to leave a customer without any substantive update for this length of time after authorising paid diagnostic work, particularly after repeated assurances that callbacks and updates would be provided.I now require the following as a matter of urgency:- Confirmation as to whether the authorised diagnostic work has been completed.- A full update on the current status of the vehicle.- A realistic timeframe for diagnosis and repair.- Clarification as to what support or goodwill assistance will be offered given the ongoing disruption and lack of communication.If this matter is not addressed promptly, I will have no option but to escalate the complaint further to Jaguar Land Rover Customer Relations and, if necessary, to the Motor Ombudsman.I look forward to receiving a response without further delay

Dear Land Rover,I am writing to express my dissatisfaction with the service I have received so far regarding my vehicle.I dropped my car off on Thursday at 11am and was informed that it would not be ready the same day, which I accepted. I was also told that I would be contacted after an hour of diagnostic work had been completed. However, I did not receive any update on Thursday.By Friday at around 12pm, I had to begin chasing for information myself. After calling three to four times, I was eventually contacted by Alan, who provided an update on the status of my car. Since then, I have been without my vehicle for five days with no communication from your team.As a family of five, this has caused significant disruption. Had I been properly informed about the likely timescales especially over a bank holiday weekend I would have arranged a replacement vehicle and removed essential items such as the baby seat. Instead, we have had to rely on black taxis throughout the weekend, which has been both inconvenient and costly.I expected a much higher standard of communication and customer care.I would appreciate an urgent update on my vehicle, as well as an explanation for the lack of communication and what steps will be taken to resolve this matter.Yours sincerely,LynnLynn Gold

Dear Lookers Complaints Team,Please find below my formal notice of rejection of my vehicle purchased from Lookers Jaguar West London.This has already been sent to the selling representative, however I am forwarding it to ensure the matter is formally logged with your complaints team and escalated to dealership management.Please confirm receipt and provide a substantive response within 14 days.Kind regards,Alex FlakDear Adrijussof Lookers Jaguar, West LondonI am writing to formally reject the Approved Used Jaguar vehicle purchased from you under the Consumer Rights Act 2015 on the basis that it is not of satisfactory quality.Vehicle Details• Make/Model: Jaguar F Pace• Registration: GX68 UXW• Date of Purchase: 29/12/25• Mileage at Purchase: 50,940Fault and Issue HistorySince purchase, the vehicle has suffered multiple issues and has required repeated remedial action:• The vehicle was supplied without locking wheel nuts.• The vehicle required wheel alignment shortly after purchase. I was instructed to arrange this myself with reimbursement to follow; however, despite repeated chasing, reimbursement took approximately two months.• 19 January 2026: Engine management light fault reported - NOx sensor.• Due to lack of availability, the earliest Jaguar booking for inspection/repair was 4 March 2026.• The vehicle remained in repair until approximately 9 March 2026.• The vehicle has now (01/05/26) suffered a further significant fault, namely a cracked radiator and coolant leak, requiring recovery and rendering the vehicle undriveable.• I have been advised there is a further 3–4 week delay before this issue can be inspected/repaired.Basis for RejectionGiven:• Multiple faults within the first few months of ownership;• Serious mechanical defects arising shortly after purchase;• Repeated delays in diagnosis and repair;• Significant inconvenience caused; and• The fact this vehicle was sold as an Approved Used Jaguar, carrying the expectation of enhanced inspection and quality standards,I consider the vehicle to be not of satisfactory quality under the Consumer Rights Act 2015.I therefore formally exercise my right to reject the vehicle and request confirmation within 14 days of the arrangements for return of the vehicle and refund.Please treat this letter as formal notice of rejection.Yours faithfully,Alex Flak2 Old Lion Court, Marlborough, Wiltshire, SN81HQ+44 7312 105092alexflak3@gmail.com

Dear Sir/Madam,On 7 October 2025, the Financial Conduct Authority announced its proposals for a mass redress scheme on unfair motor finance.This has made me aware that, if a motor finance arrangement had certain features, a failure to properly disclose them to the borrower is likely to have been unfair.I would like to ask if my finance agreement with you (details below) had any form of commission arrangement between you and the broker / car dealer or any other entity involved in the transaction that included any of the following:- A discretionary commission arrangement- A high commission (where the commission is equal to or greater than 35% of the total cost of credit and 10% of the loan)- A contractual tie between you and the broker that provided you with exclusivity or a right of first refusal.If you used any of the arrangements listed above in connection with my agreement, I request you inform me within 8 weeks as set out by FCA guidelines, and consider this letter a formal complaint.If they were present, I don’t believe I was adequately informed of them. This is likely to have been unfair and could have prevented me from negotiating or seeking a better deal.Please confirm receipt of my letter and whether you are treating this as a complaint.Details that may help you find my policy:Name:korosh majidiDate of birth:11/Jul/1978Current address:korosh majidi , Smile tailor, 65-66 Queen streetEC4R 1EBMobile phone:07940756367Vehicle number plate(s):KD19JJKWhere/When I bought the vehicle:- (11/Aug/2019)My address when I had the finance this complaint relates to:145 Sheen LaneSW14 8LRYours sincerely,korosh majidi

I am writing regarding the vehicle I purchased from you on 17 July. I have 22 January identified an issue with the car, specifically a water leak from the front windscreen area, which became apparent during periods of heavy rain so it was not possible to identify earlier.I purchased this car to ensure a safer environment for my child, who had just been born at the time. However, my baby has not been comfortable with travelling, so I have not been able to use the car frequently.As my husband does not drive, I am the only driver of the vehicle. Therefore, I trust you can appreciate that, with a newborn baby, my opportunities to use the car have been quite limited to identify the issue.As this fault would not have been reasonably noticeable at the time of purchase, due to weather conditions in periods of heavy rain I wouldn’t drive with a new born baby which I didn’t.When I initially contacted you while my car was in for service, your tone and communication gave me the impression that the issue would be repaired, and the situation seemed positive. You also informed me that you would call me back if anything goes wrong.However, after a week, I was informed that the windscreen had not been repaired and that I could collect my vehicle. This lack of communication caused further inconvenience, as I missed an important appointment in Harrogate due to the miscommunication between the staff.I made several attempts to contact you by phone, but unfortunately received no response. I also left multiple messages without any reply. In addition, I visited your showroom, left a message for you, and spoke with one of your colleagues, yet I still did not receive a call back.I would like to highlight how challenging it has been to repeatedly try to contact you and explain the situation, particularly while caring for a newborn baby.To be honest, if I had known that the vehicle had a fault and that the gallery would not take responsibility, I would not have proceeded with the purchase.From my perspective, it feels as though once the car was sold, the matter was considered closed. However, I would like to reiterate that it would not have been possible for me to identify the windscreen leak at the time of purchase, as the issue only became apparent during heavy rain.maybe it did leak before but as I’ve mentioned I did not get a chance to drive frequently under heavy rain.This experience has been disappointing, as I would have expected a higher level of accountability and communication, particularly in providing an update or reassurance regarding the situation.Given the nature of this issue, I believe the vehicle does not meet these standards. I would therefore request that you arrange a repair of the fault at no cost.I would appreciate your response within 7 days so we can resolve this matter promptly.Thank you for your attention to this matter. I look forward to your reply.Kind regards,Sinem

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.