Good MorningI’m writing to raise complaint regarding the poor level of service I’ve received following the purchase of my used vehicle from Lookers Land Rover.I placed a deposit on 3rd October 2025 and was told the vehicle would be ready within 72 hours. This was ideal for me, but when I followed up on Monday 6th October, I was informed there were some issues and that the vehicle wouldn’t be ready due to a part delay caused by the cyberattack. While disappointing, I understood the situation, I had to keep chasing & was finally advised, the car would be ready on 17th October.After travelling over 200 miles that day, I arrived to be told the vehicle was still being cleaned. On inspection, I noticed several scratches and bubbling laminate on the front grill. When I raised this, I was told that, as it was a used vehicle, such imperfections were to be expected. While I don’t expect a perfect car, I felt the condition was below the standard I anticipated.During handover, I asked about the electric seats, which were not functioning. I was told the vehicle might need to stay for further inspection or be returned later, but after some insistence, the issue was found to be related to the headrest position and was resolved. I also appreciated that Dee kindly added £50 of fuel.However, over the weekend (19th–20th October), it rained heavily, and I discovered a pool of water in the passenger footwell. The electric seats also began working intermittently. I emailed Dee on Monday 20th October, reporting these issues and asking for guidance on whether I should take the car to a local dealership. I received no response.I sent a follow-up email on Tuesday 21st October, after which Dee called to say he would find out what to do and get back to me — but I never heard back. On Thursday 23rd October, I emailed again, mentioning a new knocking sound from the front offside wheel when turning around roundabouts. Dee called later that day, saying he’d find out as a matter of urgency and call me back. Again, no response followed.I emailed again on Friday 24th October, still without reply, and decided that afternoon to contact my local Land Rover dealership to book the vehicle in for inspection. I informed Dee of this by email and requested details of any work carried out prior to the sale, as nothing appears on the online service record. On Saturday 25th October, Dee called to say I shouldn’t take it elsewhere as the warranty might not cover it and that your team would arrange collection and repair. That was the last communication I received.I sent further follow-up emails on Monday 27th and Tuesday 28th October to check progress and confirm that I had transferred the registration to my personal plate — again with no response.This entire experience has been extremely disappointing. I fully understand that issues can arise, particularly with used vehicles, but the repeated lack of communication and failure to follow up is unacceptable. It has left me feeling let down and uncertain about the reliability of both the vehicle and the service provided.I am therefore requesting a full written response to this complaint, including Confirmation of what work, if any, was completed on the vehicle before sale, as nothing is logged on the online history as I thought it would be.I would appreciate a response, so we can resolve this matter promptly.

I am writing to make a formal complaint regarding the ongoing and serious issues I have experienced with my Range Rover Vogue (BG24 WXB), purchased through my company car allowance in May 2024. I am extremely disappointed by both the vehicle’s lack of reliability and the manner in which Land Rover has handled the situation, which has resulted in considerable financial loss and personal inconvenience.Shortly after taking delivery of the vehicle, I began encountering intermittent electrical faults. When I contacted Land Rover, I was advised that these were likely due to the car being new and that the issues would resolve themselves, which they did temporarily.However, the vehicle continued to suffer from recurring problems, including repeatedly cutting out and entering "limp mode,". This culminated in a complete breakdown on the M11 motorway, requiring the car to be recovered and taken to your Bishop’s Stortford service centre on 15th May 2025. The vehicle remained in the workshop until 18th August 2025, over three months in total due to issues with the EPIC B module. If I am honest, I still to this day do not know what the issue was or how it was resolved.During this period, I was provided with a courtesy vehicle (KP24 OKG – Velar), which was of a higher specification than my own. As I had the courtesy car for more than 30 days, my payroll department was legally required to notify HMRC, triggering a significant change in my company car tax liability. As a result, I have paid over 50% more in tax for the month of September. This increased rate will continue until April 2026, as HMRC calculates benefit in kind tax annually. This ongoing financial burden is entirely due to the extended delay in repairing my vehicle, an issue completely outside my control.To make matters worse, a minor scratch occurred on the courtesy vehicle during this period, and I was charged £500 upon its return. This cost would not have arisen had I been driving my own vehicle, as it would have been covered under my existing insurance policy. See attached check in report detailing the damage.Adding to the frustration, I recently received yet another recall notice (refer to email dated 9th September), requiring me to return the vehicle again for further work. I shared the full extent of my experience and concerns with your service advisor at Bishop’s Stortford, only to be handed an umbrella as a gesture of apology. Given the substantial financial and emotional toll this situation has taken, I found this response both inadequate and inappropriate.To summarise, since purchasing the vehicle, I have:• Experienced a serious electrical fault that left me stranded• Been without my vehicle for over three months• Incurred a significant and ongoing tax liability due to prolonged courtesy car use• Paid £500 for damage to a courtesy vehicle I did not request to use long-term• Received a further recall notice for additional faults• Received no meaningful apology, goodwill gesture, or compensationI am therefore requesting appropriate financial compensation for:• The increased benefit-in-kind tax caused by the courtesy vehicle• The £500 charge for damage to a vehicle I was required to use• The substantial inconvenience, stress, and disruption caused by ongoing vehicle faults and excessive repair timesPlease treat this letter as a formal complaint under your internal complaints procedure. I expect Land Rover to respond in writing within 14 days with a fair and satisfactory resolution.

Dear Sir/Madam,I am writing to make a formal complaint regarding the ongoing and serious issues I have experienced with my Range Rover Vogue (BG24 WXB), purchased through my company car allowance in May 2024. I am extremely disappointed by both the vehicle’s lack of reliability and the manner in which Land Rover has handled the situation, which has resulted in considerable financial loss and personal inconvenience.Shortly after taking delivery of the vehicle, I began encountering intermittent electrical faults. When I contacted Land Rover, I was advised that these were likely due to the car being new and that the issues would resolve themselves, which they did temporarily.However, the vehicle continued to suffer from recurring problems, including repeatedly cutting out and entering "limp mode,". This culminated in a complete breakdown on the M11 motorway, requiring the car to be recovered and taken to your Bishop’s Stortford service centre on 15th May 2025. The vehicle remained in the workshop until 18th August 2025, over three months in total due to issues with the EPIC B module. If I am honest, I still to this day do not know what the issue was or how it was resolved.During this period, I was provided with a courtesy vehicle (KP24 OKG – Velar), which was of a higher specification than my own. As I had the courtesy car for more than 30 days, my payroll department was legally required to notify HMRC, triggering a significant change in my company car tax liability. As a result, I have paid over 50% more in tax for the month of September. This increased rate will continue until April 2026, as HMRC calculates benefit in kind tax annually. This ongoing financial burden is entirely due to the extended delay in repairing my vehicle, an issue completely outside my control.To make matters worse, a minor scratch occurred on the courtesy vehicle during this period, and I was charged £500 upon its return. This cost would not have arisen had I been driving my own vehicle, as it would have been covered under my existing insurance policy. See attached check in report detailing the damage.Adding to the frustration, I recently received yet another recall notice (refer to email dated 9th September), requiring me to return the vehicle again for further work. I shared the full extent of my experience and concerns with your service advisor at Bishop’s Stortford, only to be handed an umbrella as a gesture of apology. Given the substantial financial and emotional toll this situation has taken, I found this response both inadequate and inappropriate.To summarise, since purchasing the vehicle, I have:• Experienced a serious electrical fault that left me stranded• Been without my vehicle for over three months• Incurred a significant and ongoing tax liability due to prolonged courtesy car use• Paid £500 for damage to a courtesy vehicle I did not request to use long-term• Received a further recall notice for additional faults• Received no meaningful apology, goodwill gesture, or compensationI am therefore requesting appropriate financial compensation for:• The increased benefit-in-kind tax caused by the courtesy vehicle• The £500 charge for damage to a vehicle I was required to use• The substantial inconvenience, stress, and disruption caused by ongoing vehicle faults and excessive repair timesPlease treat this letter as a formal complaint under your internal complaints procedure. I expect Land Rover to respond in writing within 14 days with a fair and satisfactory resolution.Yours sincerely,Kind regardsEmma ClearyProject Manager

Good AfternoonAny update on my complaint below.I am not seeking further responses from the branch, as they have already offered what they consider an appropriate form of compensation—an umbrella.I am requesting that this matter be escalated beyond the branch for further resolution.Kind regardsEmma ClearyProject Manager07710 672111OCTAVIUS INFRASTRUCTURE LTD.STOP Think! Thinking differently, making better decisions and changing livesFrom: Customer FeedbackSent: 10 October 2025 16:52To: Emma ClearySubject: [EXTERNAL] RE: Formal Complaint – Range Rover Vogue (Registration: BG24 WXB)***ATTENTION*** This message originated from outside of Octavius Infrastructure. Treat hyperlinks and attachments in this email with caution.________________________________________This Message originated outside your organization.________________________________________Afternoon,I will get this escalated and updated from branchThank youFrom: Emma ClearySent: 10 October 2025 16:21To: Vehicle ComplaintsSubject: RE: Formal Complaint – Range Rover Vogue (Registration: BG24 WXB)External Sender: Confirm legitimacy before acting.Good Afternoon,Can I please have an update on my complaint below?Kind regardsEmma ClearyProject Manager07710 672111OCTAVIUS INFRASTRUCTURE LTD.STOP Think! Thinking differently, making better decisions and changing livesFrom: Emma ClearySent: 01 October 2025 16:02To: 'VehicleComplaints@lookers.co.uk'Subject: Formal Complaint – Range Rover Vogue (Registration: BG24 WXB)Dear Sir/Madam,I am writing to make a formal complaint regarding the ongoing and serious issues I have experienced with my Range Rover Vogue (BG24 WXB), purchased through my company car allowance in May 2024. I am extremely disappointed by both the vehicle’s lack of reliability and the manner in which Land Rover has handled the situation, which has resulted in considerable financial loss and personal inconvenience.Shortly after taking delivery of the vehicle, I began encountering intermittent electrical faults. When I contacted Land Rover, I was advised that these were likely due to the car being new and that the issues would resolve themselves, which they did temporarily.However, the vehicle continued to suffer from recurring problems, including repeatedly cutting out and entering "limp mode,". This culminated in a complete breakdown on the M11 motorway, requiring the car to be recovered and taken to your Bishop’s Stortford service centre on 15th May 2025. The vehicle remained in the workshop until 18th August 2025, over three months in total due to issues with the EPIC B module. If I am honest, I still to this day do not know what the issue was or how it was resolved.During this period, I was provided with a courtesy vehicle (KP24 OKG – Velar), which was of a higher specification than my own. As I had the courtesy car for more than 30 days, my payroll department was legally required to notify HMRC, triggering a significant change in my company car tax liability. As a result, I have paid over 50% more in tax for the month of September. This increased rate will continue until April 2026, as HMRC calculates benefit in kind tax annually. This ongoing financial burden is entirely due to the extended delay in repairing my vehicle, an issue completely outside my control.To make matters worse, a minor scratch occurred on the courtesy vehicle during this period, and I was charged £500 upon its return. This cost would not have arisen had I been driving my own vehicle, as it would have been covered under my existing insurance policy. See attached check in report detailing the damage.Adding to the frustration, I recently received yet another recall notice (refer to email dated 9th September), requiring me to return the vehicle again for further work. I shared the full extent of my experience and concerns with your service advisor at Bishop’s Stortford, only to be handed an umbrella as a gesture of apology. Given the substantial financial and emotional toll this situation has taken, I found this response both inadequate and inappropriate.To summarise, since purchasing the vehicle, I have:• Experienced a serious electrical fault that left me stranded• Been without my vehicle for over three months• Incurred a significant and ongoing tax liability due to prolonged courtesy car use• Paid £500 for damage to a courtesy vehicle I did not request to use long-term• Received a further recall notice for additional faults• Received no meaningful apology, goodwill gesture, or compensationI am therefore requesting appropriate financial compensation for:• The increased benefit-in-kind tax caused by the courtesy vehicle• The £500 charge for damage to a vehicle I was required to use• The substantial inconvenience, stress, and disruption caused by ongoing vehicle faults and excessive repair timesPlease treat this letter as a formal complaint under your internal complaints procedure. I expect Land Rover to respond in writing within 14 days with a fair and satisfactory resolution.Yours sincerely,Kind regardsEmma Cleary

I hope this message finds you well. I am writing to formally raise a complaint regarding the unsatisfactory repair work and poor service experience I have encountered at your Bishop branch, specifically involving your sales representative, Darren.At the time of purchase, we identified and notified Darren about the deep scratches on the vehicle’s exterior. He acknowledged the issue and assured us that it would be properly repaired. On the day of delivery, the scratches were still visible, but Darren mentioned he was in a rush and again promised that the branch would take care of the repair afterward.Despite multiple follow-ups, both over the call and through several emails, the scratches remain poorly repaired and still visible. Darren has since claimed that the issue was not raised at delivery, which is completely untrue, as it was discussed and agreed upon from the very beginning.It is disappointing that, after repeated attempts to resolve the matter, the branch is not accepting responsibility and the repair work remains below acceptable standards. Therefore, I am now escalating this to Head Office for your intervention and assistance in resolving the matter appropriately.I kindly request that Head Office:Review the handling of this case by the Bishop branch team.Arrange for a proper inspection and professional repair of the affected areas.Ensure accountability and better after-sales support from your sales staff.Please let me know the next steps or if you require photos, repair reports, or copies of previous correspondence to assist with your review.I look forward to your prompt response and a fair resolution.

Dear Sir or Madam,I posted a review on trust pilot. You invited me to email you.My experience is as follows.On Tuesday 23rd September I called the lookers dealership in Bishop Stortford and spoke to an Omar Iqbal a sales executive and made an appointment to view a Range Rover sport autobiography hybrid. I asked questions about the car before I made the appointment. Did it have a spare wheel and did it have an electric retracting tow bar. Two must haves to my needs. I was told it did.I arrived and liked the car, but there was no spare wheel.I was told a space saver could be fitted and quoted for a space saver to be fitted. I agreed the price. I signed the paperwork.On Friday 26th September I transferred all of the funds. I was told I would have confirmation of change over day on Monday. I was trading in my old Range Rover sport ( bought from same dealership 10 years ago) I phoned Monday to have confirmation that funds were received.I agreed Wednesday 1st October for collection.I cancelled the insurance on my vehicle and set up the insurance in the new vehicle. EY25 NTN.On Wednesday morning I received a call from Omar to tell me that a space saver could not be fitted as they are a factory fit only.!!Unbelievable.I asked for a replacement to be found.None availableI told Omar where a car was right now. Marshall’s in Ipswich. Told him to go and buy it for me to make good their mistake. He refused.And this is customer sales and Service? No wonder you’re losing market share.Very best wishes,mark rigby

I purchased my Evoque 12 months ago from Lookers Bishop's Stortford AE72SMV. It has had niggly problems from day one but yesterday I broke down completely on a busy roundabout in Great Dunmow. Red battery warning light came on and 2 miles later the car lost power and a further warning flashed up about gear selection failure. The car literally just stopped. Lost gears and speed finally just stopping. I'm diabetic, had a 1 year old in the car with me along with a heavily pregnant lady. Another motorist thankfully stopped to assist me and we got the baby and pregnant mum to safety at my Daughters house in Dunmow. RAC were called but took too long to arrive so a local recovery truck collected my car and brought it back to Saffron walden. Police attended scene as I was blocking the whole road. Car has been jump started to get on to low loader and delivered to my local garage in Saffron Walden as at the time ( 16:45) none of your service phones were being answered. Car is just out of Warranty and I decided not to extend as car is only just 3 years old and do not have a spare £940 for 12 months. Garage have called today to say Alternator may need replacing along with the battery which is going to cost £2000 plus. Considering the car was thoroughly checked by yourselves when I purchased it and have done very little mileage in it i am disgusted that this has happened on a relatively new car.Your thoughts would be interesting?

The handover was good and very helpful

No problems with the booking work correctly carried out.Well organised visit. I'm a happy customer.

All went great