Good morningI 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: Liam ByrneRegistration: LJ24UKLInception Date: 13/06/2024Date Of Complaint: 19/03/2026Goods Details: Land Rover Range Rover Diesel EstateNew/Used: NewMileage At POS/POI: 10Current Mileage: Not ProvideAgreement Number: 578392872The customer has advised us of the following fault/s ;→ Catastrophic failure of the vehicle’s security and locking systems→ Defective embedded/digital systems→ Defective repair following the initial failureTimeline and Summary :→ 30 January 2025 – Security and locking systems failed, rendering the vehicle insecure, unroadworthy, and unfit for purpose, resulting in unauthorised access and substantial damage→ Post 30 January 2025 – Repair undertaken but described as defective, failing to restore the vehicle to a condition conforming with the contract→ 25 February 2025 – Customer exercised final right to reject under the Consumer Rights Act 2015 following a failed repairAt 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.

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Vivlan Pearce, Registration No. LA25VYHPlease provide a comprehensive response to this complaint, even if you believe this is now resolved, including supporting correspondence and evidence within the next 10 working days.Important: You are required to support customer complaints around the quality of goods provided as provisioned within the Consumer Rights Act 2015 and under the terms and conditions of the agreement with Black Horse Ltd, to support an appropriate solution.If we do not receive a response or sufficient information from you within 10 working days, we will decision the complaint based on the information we hold and may seek redress from you for any reasonable costs incurred.Vehicle/Finance InformationInception date: 23 June 2025Date of complaint: 05 February 2026Goods details: Land Rover Range Rover Sport EstateRegistration number: LA25VYHNew/Used: NewMileage at POS/POI: 20Current mileage: 6824Agreement number: 578648161 Price of goods (at sale): £113219.30Advance amount: £106719.3Deposit amount: £6500Term: 49 months.PCP/HP: PCPPCP mileage: 32687Dealer name: Lookers Land Rover BatterseaDealer number: 57825900The following information outlines what the customer has told us and may not be the opinion of Lookers Land Rover BatterseaComplaint Detail Customer’s Preferred ResolutionThe customer called to advise us of the following fault;24 January• The vehicle did not start because the key had been deactivated. Rejection.We require the following information from you, where applicable1. Evidence/confirmation of any pre-sale vehicle checks that were completed.2. Please provide a copy of the vehicle advert3. Was there any negative equity included in the finance amount? Please also provide a copy of your sales invoice.4. Was there any external contribution towards the deposit e.g., manufacturer contribution / government contribution / scheme/ allowance?5. What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation, if applicable6. A full timeline of events from POS until now of when vehicle has been seen, outlining reasons why, what work was carried out, when and why and to include discussions/conversations had with the customer, cause of any issues/concerns raised i.e. wear & tear, lack of maintenance etc.7. Evidence/confirmation of any diagnostics/repairs completed, this to include specific dates, mileages, specifically what was carried out and why?8. Confirmation of service history9. Are you aware of any modifications made to the vehicle either before, during or after the sales process? These will include any enhancements to the vehicle’s engine (remapping), the fitting of a Ghost Immobiliser or any accessories put on the goods. If you are aware of any of these, could you please give us more detail of how these were added i.e. were they included within the Finance Agreement?10. Any other comments/evidence you feel are relevant.11. What will you do to resolve the complaint?12. Has a CEC case been raised for this customer via AVC or Goodwill, if so please provide the reference, the date it was opened and any further details of any compensation/ goodwill that has been paid top the customer to date.We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.

Dear Customer Relations Team,I am writing to lodge a formal complaint with immense frustration and a sense of grave injustice. My vehicle was purchased from Lookers Jaguar Land Rover Battersea between September 20th and 27th, 2022, a brand I trusted for its reputation. Within two months—by early October 2022—the vehicle was taken to Lookers Jaguar Land Rover Battersea for DPF filter issues. After a prolonged back-and-forth, Lookers Jaguar Land Rover Battersea repaired the car, costing approximately £5,000, with an invoice that I have in my possession.Following that, in November 2023, the vehicle broke down again—this time with catastrophic engine failure—requiring a full engine rebuild. After the rebuild, the vehicle was again returned to Jaguar Land Rover West London on February 23rd, 2026, with engine problems recurring.I am completely disheartened by this situation. I bought this vehicle specifically because I needed a safe, reliable car for my young son and my now-disabled mother, who relies solely on me as her full-time carer. Without this vehicle, I am unable to meet her needs. Every interaction with Lookers Jaguar Land Rover Battersea and Jaguar Land Rover West London has caused me increasing stress, financial burden, and mental strain. This is now the third catastrophic engine failure since the purchase. Despite the supposed services promised by Jaguar Land Rover, the incorrect service application was never issued by Lookers Jaguar Land Rover Battersea when they had the vehicle in 2024. Now, the car resides with Jaguar Land Rover West London, who have advised me to make this complaint directly to Lookers.In addition, the permanent closure of Lookers Jaguar Land Rover Battersea can only be attributed to their gross incompetence, negligence, and misconduct in day-to-day business. This has now erected insurmountable barriers to resolving this issue. I am resolute: I will not pay another penny for a vehicle that has repeatedly failed. I must emphasize that this car was bought for essential family needs. Given these circumstances, I must resolve this by voluntary termination, which is applicable on April 4th, 2026. Without immediate resolution, it is now impossible to reach that date, further exacerbating my financial loss and mental strain. I demand immediate action: full rectification of the vehicle at no cost, and the guarantee that I may proceed with voluntary termination on the date specified, without further expense or delay. If I do not receive a formal resolution within 7 days, I will escalate this to The Motor Ombudsman, Trading Standards, and all appropriate legal channels. Immediate action is required.

I am writing to you regarding the catastrophic engine failure of my Land Rover Defender Diesel Estate 3.0 D300 HSE 110 5dr Auto (LB70RWX), which I purchased new from Lookers Battersea London in December 2020. The engine broke down on December 20th 2025 and the vehicle was taken in by Group 1 Landrover North West London on January 5th. Following assessment it needs a completely new engine. The vehicle has been maintained exclusively within the Land Rover authorised network, with a full service history. Despite this meticulous care, the engine has suffered a major failure and needs full replacement, which seems unthinkable.Under the Consumer Rights Act 2015, goods must be of "satisfactory quality" and "durable." Given the vehicle’s premium status, its low mileage, and its impeccable service record, a total engine failure at this stage is fundamentally unacceptable and does not meet the legal standard for durability. I am aware that the Ingenium engine architecture is the subject of significant industry discussion and ongoing group litigation regarding inherent defects. Alternative transportation costs are racking up unacceptably and this is no longer sustainable for me. As a loyal, first-owner customer, I am seeking a contribution of at least 90% toward the total cost of parts and labour.I would appreciate your help in escalating this with Land Rover UK. Please send me a response within 7 days confirming that this request has been forwarded to the Head Office of Jaguar Landrover UK.

I still have not had anyone contact me on my complaint nor have I had west London contact me about sorting my car out? The car came back in worse condition cosmetically… half the stuff wasn’t even done. What’s going on? Vito, can you please forward this onto Park Royal… everything you said that would have been done hadn’t been done and I have nothing to fall back on. Please help assist..KamFrom: Kam ChoudhurySent: 27 November 2025 21:02To: Vito Lepore; Vehicle ComplaintsSubject: Re: Inspection report for your vehicleExternal Sender: Confirm legitimacy before acting.Radio silence again? No one from West London has called me and I’m due to go away for few weeks again next week Thursday… whatever shoddy work was done to my car it’s showing as I forgot to mention the front bumper fell off my car in my drive way. I haven’t driven the car since I took it back. That’s the area they painted as well… I need this car sorting asap as the compensation claim is only racking up. I don’t understand why this isn’t being escalated and complaints keep telling me someone will respond but nothing. Everything I was told verbally when I came to see you Vito and Jason. Nothing happened.om: Vito LeporeSent: Friday, November 28, 2025 7:55:35 AMTo: Kam Choudhury; Vehicle ComplaintsSubject: RE: Inspection report for your vehicleHi Kam,Firstly, sorry for the lack of comms.I’m not quite sure what is still outstanding on your car, please can you clear this up for me.As far as I’m concerned, all the work agreed with you has been carried out.Pls advise so I can action accordingly.Many Thanks,Vito Lepore Head of AftersalesLookers Land Rover Bishop's StortfordFrom: Kam ChoudhurySent: Tuesday, January 6, 2026 10:57:57 AMTo: Vito Lepore; Vehicle ComplaintsSubject: Re: Inspection report for your vehicleVitoHope you’re well? Apologies for the delayed response. I was away half of December and I’ve just recovered from what was dubbed the “super flu”.Nothing that was agreed with you was done. No service, none of the works that were identified in the reports that warranty needed. Nothing. I just got told the dealership is shutting down so nothing was going to happen. The head of service in west London was supposed to get an email with everything you and Jason agreed and he or his team were meant to reach out but no one did.Whatever body work job that happened ( which probably was rushed due to the time frame ) was not done and if anything I’ve had further marks (bubbles) left on my car. I don’t even know why it wasn’t fully done? I’d like to see what videos were taken by Jason before he took it in… The front bumper of my car wasn’t even attached properly and subsequently fell off and is now sitting in my car. Since I got the car back I haven’t driven it much due to all the issues but I start it from time to time.To date the issues that remain• no service done• car still making the noise on the backside sounds like a cranking noise. Jason was sent a video ( I can send another one to you )• alloys still not refurbished• crack on the back panel not fixed (this happened when you guys took the car in)• smokey smell hadn’t been fixed (maybe due to no service?)• Warranty repairs and stuff that was identified for extended warranty not been done• front bumper needs to be fitted properly• body work throughout the car needs doing correctly and professionally• valuation of my car not done ( this was supposed to be very simple post my car being restored to what it was before I gave it to lookers Battersea)in all honesty Vito. Since I don’t drive the car I do not know if there’s anything else wrong… Jason promised me a full vehicle check to identify any issues. He was a good guy and sad to see him go.In terms of extended warranty. They have claimed many things that contradict what Lookers said and that includes what was requested for fixing and what I paid. See below extract from extended warranty“Regarding the costs you have incurred, these are unrelated to our handling of your claim. I would like to clarify that we have only declined to cover the windscreen repair as glass components are not included under the terms of your warranty. We have authorised repairs for the lower front suspension arm, the front seat airbag and the engine. No other failure or issues have been reported to us, as such, we cannot comment or assess on the repairers’ findings. Should there be evidence that provides parts removed, an invoice, a technician report and images or videos relating to the faults or repairs, we can look to review this.”I’d like to know why all of the stuff Ella said she requested wasn’t actually requested and subsequently why I paid for a lot of these things.I’ve tried calling your mobile multiple times over the course of last year and you’ve failed to respond. I’m not sure if it’s a personal mobile or work mobile but if it’s the former it would be good to know.My car needs fixing asap please. CouldYou copy in John from west London?ThanksKamFrom: Kam ChoudhurySent: 29 January 2026 12:01To: Vito Lepore; Vehicle ComplaintsSubject: Re: Inspection report for your vehicleExternal Sender: Confirm legitimacy before acting.VitoCan I please have an update. You’re now in charge of west London and I’ve called 5 times for a call back in the last 10 days.From: Vito LeporeSent: Friday, January 30, 2026 8:52:30 AMTo: Kam Choudhury; Vehicle ComplaintsSubject: RE: Inspection report for your vehicleHi Kam,Hope your well?Correct I’m now that West London, also I’ve had no messages to call you.As I previously communicated to you, as far as im concerned all the agreed work was done on your car while Battersea was still open.If there are other issues on your car that need looking at I’m happy to get it booked in and access the situation.From: Kam ChoudhurySent: Friday, January 30, 2026 6:06:02 PMTo: Vito Lepore; Vehicle ComplaintsSubject: Re: Inspection report for your vehicleHi VitoThis is just it… nothing agreed was done. Even the body work stuff that was supposed to be done on the paint job hasn’t been done properly and as a consequence my bumper wasn’t even fitted properly and came off last year. It’s since been in my car. I sent you pictures of the shoddy work that was done by the team who did the alleged paintwork.I’ve called and left you voicemails and text messages to.Can you please call me next week? I’ve had to escalate this to the MD as well. Awaiting to hear back now since my call.ThanksKamFrom: Kam ChoudhurySent: Friday, February 6, 2026 12:44:32 PMTo: Vito Lepore; Vehicle ComplaintsSubject: Re: Inspection report for your vehicleVitoAny update?From: Kam ChoudhurySent: 09 February 2026 17:11To: Vito Lepore; Vehicle ComplaintsSubject: Re: Inspection report for your vehicleExternal Sender: Confirm legitimacy before acting.Hi VitoAny update please? Did you get my message to call back today.KamFrom: Vito LeporeSent: Tuesday, February 10, 2026 9:37:15 AMTo: Kam ChoudhurySubject: RE: Inspection report for your vehicleHi Kam,Apologies, no message was passed on to me yesterday.As previously advised, we need to make a booking for your vehicle. The work carried out during your last visit was all the work agreed to be completed at our cost. I am happy to sit down and discuss this further with you if you prefer.At our last meeting, I mentioned that what you were asking for was unreasonable, and we agreed at the time on the work that would be carried out. Having reviewed the list you have provided below, it appears that many of the issues mentioned are unrelated to the previous work, and this will need to be discussed.Please advise when you can make a booking and drop the vehicle off with us so we can investigate some of the issues. Alternatively, let us know when you would like to discuss these matters further.Many Thanks,VitoVito Lepore Head of AftersalesLookers Jaguar Land Rover West LondonFrom: Kam ChoudhurySent: 13 February 2026 15:13To: Vito LeporeSubject: Re: Inspection report for your vehicleExternal Sender: Confirm legitimacy before acting.VitoNothing was done. Everything was rushed because Battersea was closing and Jason had me pickup the car a day before you closed.He said he emailed your predecessor with a list of things and I told him that he missed out everything we agreed on.My car was supposed to be fully serviced and back dated so my service record reflected that.My bodywork needed doing, there’s damages to side panel of my car. The alloys.I keep trying to call you but you’re doing your best Houdini act as I can’t ever get hold of you!My bumper as a consequence of the works done fell off?! I have a lot to discuss and it’s actually simple.You’re referring to unreasonable things but you need to substantiate what’s unreasonable and what I asked for ? It’s been 2 calendar years and I still haven’t been able to use my car because it’s not been fixed. I can’t complain toMotor ombudsmen because no one is giving me any complaint letters or forms…From: Vito LeporeSent: Tuesday, February 17, 2026 3:44:44 PMTo: Kam ChoudhurySubject: RE: Inspection report for your vehicleKam,Firstly, I’m not doing a Houdini act, I use my personal phone at the moment, so please refrain from insults towards me, I have been nothing but helpful towards your situation.I have asked you to make a booking so I can investigate what can be done, have you done this?I’m not quite sure why you aren’t using your car at the moment , so I’m guessing that is your choice not to.Please advise.Vito Lepore Head of AftersalesLookers Jaguar Land Rover West LondonExternal Sender: Confirm legitimacy before acting.VitoI will personally report you for your actions please don’t play games with me. You’ve done nothing. Stop giving me nonsense. I’ve been nothing but kind and polite and patient. This was not an insult. If you choose to give your personal number out. That’s a you problem, so spare me your nonsense. I’m awaiting a call from the MD but looks like I have to chase again.You keep telling me to book something in but have you done anything to speak to reception and the 3rd party company? I’ve tried no availability for when I can come down.You’re not responding to my emails or messages in an adequate manner and you’ve lied constantly saying work has been done but it hasn’t. If your people failed to uphold what was agreed. I’m sorry to say that’s your accountability and as a result. That’s your failure and it’s “lies”.I’ll call again to try book but you need to arrange a courtesy for me. I am not intentionally not using my car. It’s a hazard and it’s not safe. You guys failed me. The report and escalations will all show this.If you really did “help” me I’d have a working car and all these issues would have been handled. So do your job please respectfully. It’s enough that I’m out pocket. Your failure to resolve these issues have cost me 10s of thousands of pounds. You think I want to be in this situation? I suggest you stop making excuses and call me to resolve this and take accountability for your failure.

Logged against the incorrect dealershipTicket: 85431752Lookers Volkswagen Battersea | 2933_1126Jan 22, 2026UnassignedIn Progress (On Hold)Due 25 days agoMr Ricericekieran382@gmail.com|07776191876Webform (June 2024)Taken: January 19, 2026 09:35:20 AM | Completed in 00h 24m 10sLookers Volkswagen Battersea - 2221428Locale: English (United States)Wait timeSales StaffCustomer Comments:Customer took ownership January 25 - Customer has a service Plan/warranty extension, customer is saying that belfast Boucher road have told him the wrong service has been input on the service customer wants a call to sort this out, the vehilce is sitting at the branch waiting for a service . LNR service plan start first service due 26 has 128k but it should be 112k . Customer/boucher road has sent details to head office to check ? sales Invoice is 781025 Salesperson - Salian Tia date of sale 2/1/25 - Customer contact preference is phone pleaseEmail Conversation (0)

Dear all,I am writing to formally escalate this matter due to the completely unacceptable way my formal complaint has been handled since October 2025.This email is not a repeat of the original issues with my vehicle. This is now a complaint about the way Jaguar Land Rover UK and Lookers Land Rover have failed to deal with a serious complaint despite repeated assurances, escalations, and promises of response that were never honoured.Timeline of events:• 19 October 2025 – I submitted a detailed formal complaint to Lookers Land Rover West London.• 21 October 2025 – JLR Client Care (Charlotte Smith) confirmed the matter had been escalated and that I would receive a response within 2 working days. I did not.• 15 December 2025 – After nearly two months of silence, JLR confirmed the complaint had been escalated again to a Regional Service Manager and that I would be contacted within 2 working days. I was not.• 16–18 December 2025 – Mr Vito Lepore contacted me, apologised for the lack of contact, confirmed he was investigating, and promised updates “tomorrow”. No update ever came.• 10 January 2026 – I chased by email. No response.• 26 January 2026 – I chased again. No response.We are now in February 2026. Nearly four months after the initial complaint, I have received absolutely no substantive response, no investigation outcome, no proposed resolution, and not even the basic courtesy of a reply to my follow-up emails.This is beyond poor service. This is a complete breakdown of your formal complaint handling process.Jaguar Land Rover’s Client Relationship Centre repeatedly assured me that this matter was being treated as a priority and escalated to senior management. Lookers assigned a Head of Aftersales to the case, who then simply stopped responding.This conduct demonstrates:• A failure to follow JLR’s own complaint handling standards• A failure of management oversight at Lookers• A disregard for customers once a formal complaint is raised• A pattern of making promises of contact that are never honouredAt this stage, the issue is no longer only the original vehicle matter, but the systemic failure to deal with a serious customer complaint in a professional, timely, and accountable manner.I now require the following:A written explanation as to why my complaint has been ignored for four months despite multiple escalations.Immediate contact from a senior manager with authority to resolve this matter.A formal written response addressing both:the original complaint, andthe mishandling of the complaint process itself.Confirmation of what corrective actions will be taken internally regarding this failure.If I do not receive a substantive response within 5 working days, I will escalate this matter without further notice to:• The Motor Ombudsman• Trading Standards• Jaguar Land Rover UK Executive Office• And seek legal advice regarding recovery of my losses and the distress caused by this prolonged negligence.I have been patient, cooperative, and reasonable throughout. The way this has been handled is unacceptable for any dealership, and entirely incompatible with a brand such as Jaguar Land Rover.I expect urgent action.Yours sincerely,Mouloud Ameni07747 602813Vehicle Registration: VE17 FPF

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Vivlan Pearce, Registration No. LA25VYHPlease provide a comprehensive response to this complaint, even if you believe this is now resolved, including supporting correspondence and evidence within the next 10 working days.Important: You are required to support customer complaints around the quality of goods provided as provisioned within the Consumer Rights Act 2015 and under the terms and conditions of the agreement with Black Horse Ltd, to support an appropriate solution.If we do not receive a response or sufficient information from you within 10 working days, we will decision the complaint based on the information we hold and may seek redress from you for any reasonable costs incurred.Vehicle/Finance InformationInception date: 23 June 2025Date of complaint: 05 February 2026Goods details: Land Rover Range Rover Sport EstateRegistration number: LA25VYHNew/Used: NewMileage at POS/POI: 20Current mileage: 6824Agreement number: 578648161 Price of goods (at sale): £113219.30Advance amount: £106719.3Deposit amount: £6500Term: 49 months.PCP/HP: PCPPCP mileage: 32687Dealer name: Lookers Land Rover BatterseaDealer number: 57825900The following information outlines what the customer has told us and may not be the opinion of Lookers Land Rover BatterseaComplaint Detail Customer’s Preferred ResolutionThe customer called to advise us of the following fault;24 January• The vehicle did not start because the key had been deactivated. Rejection.We require the following information from you, where applicable1. Evidence/confirmation of any pre-sale vehicle checks that were completed.2. Please provide a copy of the vehicle advert3. Was there any negative equity included in the finance amount? Please also provide a copy of your sales invoice.4. Was there any external contribution towards the deposit e.g., manufacturer contribution / government contribution / scheme/ allowance?5. What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation, if applicable6. A full timeline of events from POS until now of when vehicle has been seen, outlining reasons why, what work was carried out, when and why and to include discussions/conversations had with the customer, cause of any issues/concerns raised i.e. wear & tear, lack of maintenance etc.7. Evidence/confirmation of any diagnostics/repairs completed, this to include specific dates, mileages, specifically what was carried out and why?8. Confirmation of service history9. Are you aware of any modifications made to the vehicle either before, during or after the sales process? These will include any enhancements to the vehicle’s engine (remapping), the fitting of a Ghost Immobiliser or any accessories put on the goods. If you are aware of any of these, could you please give us more detail of how these were added i.e. were they included within the Finance Agreement?10. Any other comments/evidence you feel are relevant.11. What will you do to resolve the complaint?12. Has a CEC case been raised for this customer via AVC or Goodwill, if so please provide the reference, the date it was opened and any further details of any compensation/ goodwill that has been paid top the customer to date.We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.

HelloThank you for checking in. We have an issue with login into our app. It indicates there is a connection issue or the server is down, but that’s for more than a week already.We also seem to have a problem with the ‘double locking’.Best regards, Kristiaan

Dear Jaguar Land Rover Customer Relations,I am writing to formally raise a complaint regarding my recent purchase of a Range Rover, registration number LB74 EZK, which has fallen significantly short of the standards I would reasonably expect from Jaguar Land Rover.The vehicle was purchased on 23 Jan 2025 from Lookers Battersea .Unfortunately, since taking delivery, I have experienced a number of serious issues, including but not limited to:1. First fault / issue - 26/02/25 N959 - electric power converter2. Infotainment system connection with CarPlay - 17/04/20253. Infotainment system connection - 4/07/254. Second fault - 15/08/25- D035 - loss of driveThese issues have required multiple visits to the dealer rendered the vehicle unreliable resulted in loss of use and caused significant inconvenience and is unacceptable for a vehicle of this price and prestige.I have attached a complete transcript of issues raised with Ali Haidri at Lookers Battersea and you will see why I have completely lost faith in the brand.With my most recent interaction at Lookers Acton being a complete farce, in short and not limited to my journey being a complete waste of time , nobody in reception or showroom to greet me and the service person asking me why I was in the showroom when the fault ( D035) had been fixed last July , but not advised to me or updated on the system .Despite raising these concerns with Lookers Battersea the problems have not been resolved or handled unsatisfactorily, and it part due to the cyber attack at JLR and subsequent closure of the branch.As a customer, I am extremely disappointed by both the quality of the vehicle and the level of aftersales support received to date. This experience does not align with the premium brand values Jaguar Land Rover promotes, nor with my reasonable expectations under the Consumer Rights Act 2015, which requires that goods be of satisfactory quality, fit for purpose, and as described.I am therefore requesting that Jaguar Land Rover urgently reviews this matter and provides a clear resolution. My preferred outcome is a full refund and I would appreciate confirmation of the steps you intend to take to resolve this complaint.Please treat this matter as a formal complaint. I expect a written response within 14 days of the date of this letter. Should this issue remain unresolved, I will have no option but to consider escalating the matter further.I look forward to your prompt response.