From: $JLR2Sent: 19 June 2026 16:38To: davidstones@lookers.co.uk; Vehicle Complaints; roblove@lookers.co.ukCc: Dixon, Victoria; JLR Sales Support; Evans, MatthewSubject: NEW SQD COMPLAINT - 553500806 - Lookers Jaguar West London (55107810)Good afternoonI 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: Sohil PindoriaRegistration: NX21UZRInception Date: 21 February 2025Date Of Complaint: 16 June 2026Goods Details: `Jaguar F-Pace Diesel Estate 2.0 D200New/Used: UsedMileage At POS/POI: 34912Current Mileage:Agreement Number: 553500806The customer has advised us of the following fault/s ;• Engine warning light recurring• Repairs carried out without customer authorisation• Fault not resolved despite repair work• Poor service process and lack of transparencyAt 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.

Dear Customer Relations TeamI am following up on my previous email regarding my vehicle NX21 UZR and the ongoing unresolved engine fault.My engine warning light has come on again last week, despite handing the vehicle in approximately three weeks ago for the same issue. I collected the car around one and a half weeks ago, but within a few days I experienced the same problem and the engine warning light reappeared on the dashboard.I have now been informed that the next available appointment is booked for 3rd August. This means my vehicle will effectively be unusable for close to two months despite continuing to make finance payments of £450 per month. I am therefore seeking reimbursement of these finance payments totalling £900 for the period during which the vehicle has been unusable.In addition, I was informed by Lookers Jaguar West London that a manager would contact me within 24 hours. It has now been over one week and I have received no call. I also raised a formal complaint approximately three weeks ago and have not received any response.Given:• the repeated failure to repair the same fault;• the significant delay before the next appointment;• the lack of communication and complaint response; and• the continued financial impact while making payments for an unusable vehicle,I am requesting that my finance agreement be terminated with immediate effect.I am also seeking:• Compensation of £900 for the two months of finance payments while the vehicle has been unusable; and• The additional compensation amount of £3,854 as outlined in my previous email, overall combines to £4,754You may confirm directly with Lookers Jaguar West London that the next appointment has been booked for 3 August.Please treat this as a formal complaint and provide a written response within 14 days confirming how this matter will be resolved.Kind regards,Sohil Pindoria________________________________________From: Sohil PindoriaSent: Tuesday, June 16, 2026 9:19 pmTo: jlrsqd@jaguarlandroverfs.com; sqd@blackhorse.co.ukSubject: Formal complaint - Vehicle Reg: NX21 UZRDear Customer Relations Team,I am writing to make a formal complaint regarding the handling of repairs and service carried out on my Jaguar vehicle NX21 UZR and to request compensation and immediate termination of my contract.Over the past year, I have experienced repeated issues with your service process which have caused financial loss, inconvenience, and significant disruption to my day-to-day life.Last year, repair work was carried out and I was charged without receiving my authorisation or approval beforehand. At no point was I provided with a diagnostic report, explanation of the fault, or a breakdown and estimate of repair costs before the work proceeded. I attended expecting to collect my vehicle and was simply presented with invoices which I felt obliged to pay.More recently, my engine warning light appeared and I then waited approximately two months before my vehicle was finally seen. After this lengthy delay, I was once again presented with repair charges that had not been properly approved in advance.Only a few days after collecting the vehicle, the engine warning light returned. This strongly suggests that the original issue was either not diagnosed correctly or the repairs carried out were ineffective. I am now being placed in the position of having to repeat this process again due to issues which should already have been resolved.This ongoing situation has caused significant inconvenience and has impacted my day-to-day life, including loss of time, disruption to travel arrangements, loss of confidence in the vehicle, and additional stress caused by repeated visits and unresolved faults.As a result, I am requesting total compensation of £3,854, broken down as follows:* £954 – reimbursement of repair costs charged without my prior authorisation or approval.* £2,000 – reimbursement of my deposit due to the ongoing issues and loss of confidence in the vehicle and service provided.* £900 – compensation for having an effectively unusable vehicle and the inconvenience caused by waiting approximately two months to have the vehicle inspected and repaired.In addition, I request:1. Immediate investigation and permanent resolution of the recurring engine warning fault at no additional cost to me.2. Immediate termination of my contract and arrangements for the vehicle to be handed back without penalty due to repeated service failures and unresolved vehicle issues.Please treat this as a formal complaint and confirm receipt of this email. I request a written response within 14 days outlining how Jaguar intends to resolve this matter.Should this matter not be resolved satisfactorily, I reserve the right to escalate the complaint through the appropriate consumer dispute and legal channels.Regards,Sohil Pindoria

Hi there,I was interested in a used Jaguar F-Pace you had on sale. I spoke with Raagavan and we arranged a test drive for Friday 29th May. In order to secure the car from sale we placed a £1000 deposit on 27th May.After the test drive, we advised Raagavan that the car was not right for us. At that time you had a car we were also interested in but it was not available for a test drive so we agreed that you could hold the deposit until the Monday. I called on the Monday but Raagavan was on a day off so I spoke to him on the Tuesday and said we had decided not to go forward and could the deposit be returned.When we placed the deposit the money was taken straight away, However, now we want it back we are still waiting and it's been a week.Could you please arrange for the repayment of this deposit straight away.On another front, I have tried to call today and at first I was put through to accounts as Raggavan was on leave. The call rang for a solid 5 minutes. I hung up and called back and asked to speak to the Sales Manager. I was then put on hold for a further 5 minutes and then the call was hung up.I have to say this has not been the greatest of customer service.I look forward to the return of our deposit within the next 24 hours and will expect a call to confirm this has been actioned..RegardsSteve Radjen

SL69VCFLand Rover Discovery SportWe left the car for diagnostic on specific Items point buy point .The car was left with you on Monday afternoon, today is Whensday 18:00 after several calls we have made to this branch and personal text messages sent to Alison no one come back to us what happened with our car.We have been very clear we have 2 small children and we need the car on time .We whant to know why the car is not done on the exact day the car was booked.One day late we want to know why no one come back to us with any solution or any information?This is so disappointing if you provide this kind of service to all your customers or is just to us ?

From: sohilp@hotmail.co.ukSent: Thursday, June 4, 2026 8:56 AMTo: lookersenquiries@lookers.co.uk,westlondonservicedepartment@lookers.co.ukSubject: Complaint NX21 UZR________________________________________External Sender: Confirm legitimacy before acting.Dear Service Manager,I am writing to formally raise a complaint regarding my 2021 Jaguar F-PACE (NX21 UZR), purchased from your dealership in February 2025.I am extremely disappointed with the level of service I have received from Jaguar, particularly given the reputation and standards I would expect from a major franchised dealership.My first concern relates to a DPF issue that occurred in July 2025, approximately five months after I purchased the vehicle and whilst it remained within the 12-month warranty period provided at the point of sale.At the time, I was under the clear impression that the fault would be investigated and repaired under warranty. However, I was subsequently presented with a bill for £780. What concerns me most is that at no stage was I provided with a diagnostic report, technician findings, quotation, cost breakdown, or any opportunity to review and authorise the repair before the work was carried out.Under normal circumstances, I would expect to receive a diagnosis of the fault, details of the proposed repair, and a quotation for any chargeable work before being asked to approve it. This process was not followed. Whilst I paid the invoice at the time to recover my vehicle, I remain dissatisfied with how this matter was handled.To date, I have never received:• A copy of the invoice relating to the DPF repair.• The diagnostic report.• Any technician notes or findings.• A detailed breakdown of the £780 charge.• A written explanation as to why the repair was deemed not to be covered under the warranty.I therefore request that all of the above documentation be provided to me immediately.My concerns have now been heightened by the fact that the vehicle is currently back in your workshop due to the engine management light illuminating once again.I find it extremely concerning that a vehicle which has already undergone repairs for a fault serious enough to generate a substantial repair bill is now presenting with what appears to be a further engine-related issue. Naturally, this raises questions as to whether the original repair was correctly diagnosed and completed in the first place.As a result, I currently have very little confidence in the repairs previously carried out on my vehicle. If the same or a related fault has reoccurred, I expect a full explanation as to why this has happened.What is even more concerning is that I am now being informed that parts have been ordered for the current repair despite the fact that:• I have not received any diagnostic report.• I have not been informed of the fault codes identified.• I have not been provided with a quotation or estimate of costs.• I have not received details of the parts being ordered.• I have not signed any documentation authorising repairs.• I have not verbally or in writing authorised any chargeable work.I cannot understand how parts can be ordered and repairs potentially commenced without first providing the customer with a diagnosis and obtaining clear authorisation.Given the circumstances, I must make my position absolutely clear: I will not accept responsibility for any costs incurred without my prior knowledge and explicit authorisation.Before any further work is carried out on my vehicle, I require the following information in writing:• The diagnosed fault and all associated fault codes.• A copy of the diagnostic report.• Copies of any technician notes.• Details of all parts ordered for the repair.• The total estimated cost of the repair.• Confirmation of whether any work has already been carried out.• Confirmation of when, how, and by whom authorisation for any chargeable work was allegedly obtained.• An explanation as to why parts were ordered before I was provided with the relevant diagnostic information and cost estimate.I must also express my concern that if repairs have been undertaken, parts ordered, or costs incurred without my authorisation, this may constitute a serious breach of consumer rights and accepted industry practice. I reserve all rights in relation to this matter.I request a full written response within 14 days addressing each of the points raised above.I hope this matter can be resolved promptly and professionally, but given the circumstances, I am sure you can understand why my confidence in the handling of this vehicle and its repairs has been significantly undermined.Regards,Sohil

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