Dear Sir/Madam,My name is Arshad Ali Khan, and I am writing to formally raise a complaint regarding a Jaguar I-PACE that I purchased on the 30th March 2026 from Lookers Aylesbury.Unfortunately, my experience with both the vehicle and the after-sales support has been extremely disappointing from the outset.Within just 12 days of purchasing the vehicle, I discovered several faults, including water ingress from the front boot seal area, which became wet internally, and a complete battery failure whilst using the in-car app system for approximately 10 minutes. On that occasion, I was required to contact Jaguar Assistance for support.Following this, I arranged for the vehicle to be booked in at the earliest convenience to remedy these issues, and I was advised of the following date, 29 April, for the investigation. During the appointment, I also reported additional faults, including:The air-conditioned seats are not functioning correctly.A winding/whining noise coming from the left-hand side of the vehicle when driving above 30 mph, particularly when going around slight bends.I was assured at the time of purchase the vehicle had gone through a thorough inspection as per policy and should be mechanically sound. I was informed that the vehicle would need to remain with the dealership until 30 April and that I should receive it back at approximately 4:30 pm.However, on 30 April, despite contacting the service department several times throughout the day, I was repeatedly informed that staff were busy and would call me back later. Unfortunately, no one returned my calls, and I was forced to continue chasing updates myself during work hours and breaks.Eventually, I was informed that one of the required parts was on backorder and could take approximately 3 months to arrive. I specifically requested written confirmation by email detailing all reported faults and the repair status; however, to date, I have still not received anything in writing.A courtesy vehicle was arranged through Enterprise Aylesbury. As no electric vehicle was available at the time, I was provided with a petrol vehicle instead. Although I was unhappy with this arrangement, I had no alternative, as I needed transport to work the following day.Unfortunately, the problems continued with the courtesy vehicle. After only one day, an engine oil warning light appeared, requiring me to contact the out-of-hours assistance service so that someone could attend and top up the engine oil. This was highly inconvenient and unacceptable.After five days, Enterprise finally provided me with an electric vehicle, a Mustang Mach-E, which I appreciated. However, shortly afterwards, a key fob battery warning appeared, and I had to personally purchase a replacement battery at my own expense.Overall, I am extremely dissatisfied with the level of service, communication, and the condition of both my purchased vehicle and the courtesy vehicles provided. I still have not received any meaningful update regarding the required parts, nor any follow-up communication from either Jaguar or the dealership.Given the number of faults identified so shortly after purchase, along with the ongoing inconvenience and lack of communication, I now request that this matter be investigated urgently. I would also like:A full written update regarding all outstanding repairs.Confirmation of the expected repair timeline.Clarification regarding what Jaguar intends to do to resolve this matter appropriately, and understandable compensation for my time and effort involved with this matter.My main concern is extending warranties, as this has not been a pleasant experience with a distinguished brand like yours. I have checked my rights under the Consumer Rights Act, which would apply in this instance as the fault occurred well within the first 30 days.In the first instance, please confirm receipt of this complaint and, if possible, provide your thoughts on a resolution within 14 days.I look forward to receiving your prompt response.Yours faithfully,Arshad Ali Khan

Dear Service Manager,I am getting in touch after failed attempts to speak to anyone over the phone, I would like to formally raise my dissatisfaction regarding the handling of my vehicle service booking and the poor communication throughout the process.My car was originally scheduled to be collected on Tuesday, however no one arrived to collect it as arranged. I called later that afternoon and spoke with a member of your team who confirmed the booking was in the system and advised she would investigate the issue and call me back. Unfortunately, I never received any follow-up communication.The car was eventually collected on Wednesday after I had called several times and finally got through to someone, but by that point the delay had already disrupted my day and forced me to rearrange plans. I have two young children and rely heavily on my vehicle, particularly as both child seats are installed in the car. I was informed that my booking hadn’t been put in the new system and it was in the old one.I was originally advised that the service would be completed and the vehicle returned the same day. We are now into the second day and I still have not received any update regarding the status of the vehicle or when I can expect it back. I have also attempted to call multiple times without success in getting through to anyone.Overall, I am extremely disappointed with both the level of service and the lack of communication throughout this experience.Could the Service Manager please contact me as soon as possible to discuss this matter and provide an update on my vehicle?Kind regards,AliceCompletely Barking07791762365“Business Response Hours”Monday- Friday7am-9am & 5pm-7pmSunday only 5pm-7pm

Good evening,I’ve been left stranded in Devon with my 11 month old daughter due to my car breaking down and being unable to claim on my extended warranty even though I have proof of payment.I made Buckinghamshire Lookers aware of this two weeks ago, and yet they still haven’t updated I have extended warranty for a further 4 years after purchase.This is after a catalogue of faults since purchasing the car. This has left me distraught and I am tired of being treated so disgustingly my Lookers Buckinghamshire.Please see faults below.1. March 2024- unable to collect car as agreed with dealership due to laceration in tyre, which was noted and meant to be rectified when the car was purchased.2. March 2024 -New paint damage noted on collection since payment meaning we had to return a week later to collect the car.3. Over the period of May and June I made 3 phone calls to Jaguar as the previous owner details were not removed and I could not use the app.4. June 2024 - Engine noise. Required a new engine. When discussed the car requiring a new engine we asked if we could return the car "we don't know about that, you'll have to speak to the sales team". Which was very unhelpful.Land Rover/Jaguar provided a Land Rover for 1 week and then warranty provided a rental car for 2 weeks. £70 excess for insurance in case of paint work damage, or accidental damage etc. When I discussed with the Jaguar serving team about a refund of the £70, I was told "it was your choice to pay that" & "We've done our bit by lending you a car".Being spoken to in this manner by that individual was horrifying. However, I am pleased to say another member of the team, Brian, quickly rectified the situation.5. Car returned with a new engine Friday 12th July, on Saturday 13th July the engine management light came on, called Jaguar, they advised that as the light was orange I can continue to drive the car and it will be booked in with the servicing team when they open on Monday.6. Monday 16th July- had to call AA/RAC out to my home and there was a strong burning smell coming from the car with a crackling noise from underneath. Cause not identified.7. Monday 22nd July - Car returned to Jaguar for investigation on engine light. Call to say it was the ad blue system which has failed. Pictures will be sent to warranty a new ad blu system was required.8. DAB radio fault - sat for 5 hrs with no apology and staff openly complained about how poor the cars are and want to leave. Rebooked for another date, requiring no use of my car for a further 4 days.9. Extended warranty helpline no. Put phone down10. Warranty was not extended even though receipt send. Email sent to shadahmed@lookers.co.ukI will be having the Jaguar recovered to Lookers Buckinghamshire and expect a meeting with the manager.RegardsJennifer Lane

Dear Sir/Madam,I write further to my email dated 7 May 2026 in which I formally exercised my right to cancel the contract relating to the purchase of the below vehicle. Other than an automated acknowledgement confirming receipt, I have received no substantive response whatsoever from the dealership, its management team, or any representative acting on its behalf.Vehicle Registration: DN24 WPWVehicle VIN: SALEASAW4R2323582This lack of response is extremely disappointing and wholly unacceptable, particularly given the nature of the issues raised and the clear timeframe within which I notified you of my intention to cancel the contract.I have acted reasonably throughout this matter, including allowing additional time for the possibility of annual leave, staff absence or internal processing delays. However, now that more than two weeks have elapsed since your automated acknowledgement was received, I am left with no confidence that this matter is being handled appropriately or professionally.The complete absence of any meaningful response to my cancellation email suggests one of two possibilities:1. A conscious decision by the dealership and/or its management to ignore or delay responding to my cancellation request; or2. A serious failure in the dealership’s internal processes and management controls resulting in my cancellation request not being actioned correctly, which would amount to negligence.Equally concerning are the reasons behind my request to reject and cancel the vehicle purchase in the first place. The vehicle supplied failed to meet the standards reasonably expected of a Land Rover Approved Vehicle. Specifically:• The vehicle was delivered with scratches and bodywork damage;• One tyre was below the minimum tread standard expected under the Land Rover Approved programme; and• Despite repeated requests, I have still not been provided with the delivery inspection/report from the transport company so that I can ensure any remedial work is restricted solely to the damage identified at delivery.At the dealership’s request, I attended Kwik Fit in Cheltenham to have the tyre tread independently measured. Kwik Fit confirmed that the tyre measured approximately 2mm tread depth, which is below the 3mm minimum standard expected under the Land Rover Approved scheme.These issues raise serious concerns as to whether the vehicle was negligently prepared prior to delivery, potentially resulting in other defects or inspection failures being overlooked, or alternatively whether the dealership and/or its management were fully aware of these issues before delivery and failed to disclose them.Given the continued lack of transparency and response, I am now making a formal Subject Access Request under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.I request that you provide copies of all data, documents, records and communications relating to me and/or this vehicle, including but not limited to:• All internal and external emails;• Internal notes, comments, messages and management communications;• Vehicle inspection reports and preparation documentation;• Workshop records;• Tyre inspection records;• Delivery inspection reports and photographs;• Sales records and approval documentation;• Complaint handling records;• Telephone call recordings and notes;• Communications with Land Rover or third parties relating to the vehicle or my complaint.This request specifically includes all communications referencing:Richard Bailey07713 097800richardbailey2011@gmail.comas well as the above vehicle registration and VIN number.For the avoidance of doubt, this request includes all communications and records held internally within the dealership, by management, sales staff, workshop personnel, customer service representatives, delivery contractors and any associated group GDPR or compliance teams.Under UK GDPR, I expect all requested information to be provided within the statutory 30-day period.In addition, given the ongoing lack of communication to date, I require a substantive acknowledgement from an actual member of staff confirming receipt and processing of this email no later than close of business on Tuesday 26 May 2026. An automated response will not be considered sufficient.I sincerely regret having to escalate matters to this stage. However, the continued absence of communication and transparency leaves me with little alternative.I look forward to your urgent response.Yours faithfully,Richard Bailey

To: Lookers Land RoverDate: Saturday, 23 May 2026Subject: Formal Complaint – Service Failure, Customer Care, and GDPR Breach________________________________________Dear Lookers Land Rover Management Team,I am writing to formally complain about the wholly unacceptable experience my husband and I received at your dealership today during our 10:00am appointment for an air-conditioning re-gas on our Defender. The standard of service fell significantly below what one would expect from a Land Rover authorised service centre, and we have serious concerns regarding customer care, operational competence, and data protection compliance.1. Poor Service Experience and Failure to CommunicateWe arrived promptly at 10:00am for our pre-booked appointment, having driven one hour to reach your site. Despite this being a scheduled slot, the service desk was unstaffed and we waited approximately 15 minutes before anyone acknowledged us.The only staff member present, Molly, informed us that the service department closed at 12:30pm and that she would call us around midday with an update. We left to get a coffee and received no call. On our return shortly before 12:00pm, we were vaguely told there were "issues" with the re-gassing equipment, with no further explanation or estimated resolution time offered.We continued to wait and, in the interim, took a test drive with Andre, as we are actively considering purchasing a Range Rover.At approximately 12:35pm, upon returning from the test drive, we were informed for the first time that the air-conditioning machine was broken and had apparently been "on and off working for weeks" (according to the Technician who joined Molly). This was disclosed only after we had made an hour trip and waited over 2 hours. My husband made clear that the equipment failure was Lookers' responsibility to resolve, and asked what support they were prepared to offer.What followed was deeply disappointing. There was no sincere apology, no ownership of the situation, and no attempt to offer a practical resolution. When I asked whether we could leave the Defender on-site and be provided with a courtesy car, I was told this was "not possible."Molly's response was, and I quote: "Well, I can rebook you in."That was the entirety of the support offered. No acknowledgement of the inconvenience caused. No offer to arrange an appointment at a partner site with functioning equipment. No suggestion of a mobile technician visiting us, or of Lookers collecting and returning our vehicle. Nothing — beyond a rescheduled appointment that, given the circumstances, is wholly inadequate.2. Failure to Check Equipment Prior to Customer ArrivalIt is entirely reasonable to expect that equipment required for a booked service is verified as operational before customers arrive — particularly when your own staff were apparently aware the machine had been unreliable for weeks!Had a basic check been carried out, we could have been contacted in advance and spared a wasted journey, unnecessary fuel costs, and the continued inconvenience of driving without functioning air-conditioning during a period of extremely hot weather. We could have taken the car elsewhere.3. Serious GDPR Breach — Unacceptable and Deeply ConcerningOn arrival at 10:00am, I noticed three sheets of paper left unattended on a table in the customer waiting area. These documents contained customer names and vehicle registration numbers — clearly personal data relating to service records. When we returned after midday, the papers were still there, openly visible to any member of the public seated in that area. During our visit, I observed several customers using that space.I photographed the documents as evidence before raising the matter directly as I am aware my word could be denied and this matter was concerning to me due to my legal knowledge of GDPR (and that I can send the papers to the Lookers Management Team so they could see the gravity of the situation). I knocked on the office door, returned the papers to Molly, and explained that I was extremely uncomfortable with the way this personal information had been left exposed.Her response was dismissive. She stated, quote: "Well, I didn't leave it there" — which is wholly inappropriate.As the sole Lookers representative present in the service department, she had both the authority and the obligation to act immediately and take ownership of the situation. Her reaction demonstrated a fundamental misunderstanding of data protection responsibilities, which is of particular concern in light of the 2025 Land Rover company-wide data breach.I made clear that this constitutes a breach under ICO code of practice, that I had photographic evidence, and that I now intended to escalate the matter to senior management. Molly acknowledged she would inform management I had raised it, but her demeanour throughout suggested she was more focused on distancing herself from responsibility than addressing the seriousness of the issue. I have no doubt she is ordinarily a capable member of your team, but her conduct today — both in relation to this breach and in her handling of our appointment — fell short of the standard your customers deserve. I would strongly recommend she receive additional training in both customer service and data protection.I subsequently sought out a senior member of management and spoke with Julia? at the front desk. She was professional and sympathetic, and confirmed she would alert Brian and ask him to contact me on Tuesday, following the Bank Holiday. I made clear that my concerns extend beyond this branch and that I believe this matter should be escalated to the Lookers Group, both for appropriate staff retraining and to ensure my complaint receives the attention it warrants. She agreed with me and said she would ensure someone would follow up with us - Molly did not do any of this.I am now alerting senior management at Lookers due wholly to the poor resolution on-site today.4. Loss of Trust and Overall Customer ExperienceMy husband and I have purchased both our Discovery and our Defender through Lookers and hold an active service plan with you for both vehicles. Today's experience has left us feeling devalued as customers, dismissed rather than supported, and genuinely concerned about Lookers' data protection practices.We are also frustrated by the time and cost wasted, and by the fact that we are now left without a resolution — driving in hot weather with no functioning air-conditioning and no clear path to having this rectified.It is worth noting that in the eyes of customers, sales and service are not separate — they reflect the same brand. Today, Lookers failed on both fronts.We had a total of 5 hours wasted today and there was NO management on site that could help resolve the situation. Molly was left with no support that we could see or access.Actions Required — Response Expected Within 48 Hours of Tuesday, 26 May 2026We respectfully request written confirmation of the following:1. Air-conditioning repair — how Lookers intends to rectify this urgently, including: a priority booking (though I must be candid that I feel very uncomfortable returning to Lookers Buckinghamshire Service Dept. after today's experience); provision of a courtesy vehicle if required; and assurance that functioning equipment will be confirmed in advance of any appointment.2. GDPR breach — the steps being taken to address this, including internal reporting, appropriate staff retraining, and confirmation that the incident has been formally escalated.3. Customer service conduct — how Lookers intends to address the dismissive attitude and lack of accountability displayed today, and what steps will be taken to prevent a recurrence.We sincerely hope Lookers will treat this complaint with the seriousness it deserves and take meaningful steps to restore our confidence in your dealership.Yours sincerely,Aimee Lomas & Peter Critchley

Dear Andrei / Buckingham Land Rover Team,I am writing to raise this matter as a formal complaint due to the ongoing lack of communication, service breakdown, and poor handling of the repair process relating to my vehicle.My vehicle has been with you since 26 March, which is now a considerable period of time. Despite this, I still do not have a clear update, resolution plan, or confirmed timescale for completion.You will appreciate that while my vehicle is sitting with you, I am continuing to incur rental charges and ongoing inconvenience. This makes the lack of communication even more frustrating, particularly where I have repeatedly chased for updates.As I understand it, Arval covers the mechanical repair work, and I understand that the mechanical side has now been sorted. However, the bodywork should have been reviewed and progressed while the mechanical parts were on order. Those parts took at least a month to come in, which should have provided more than enough time to arrange quotations, assess the bodywork, obtain costs, or arrange for dent/bodywork specialists to inspect and quote for the required work.Instead, it appears that the bodywork side has not been managed properly or progressed in parallel, which has caused further delay and inconvenience.I also raised concerns around two weeks ago that the quotation for the bodywork was more excessive than originally offered or expected. After raising this with both the sales and service staff, I was assured that the matter would be looked into and was told words to the effect of, “leave it with us.” However, since then I have not received any clear update, resolution, revised position, or proper communication.I also called last week and was told that someone would get back to me, but again no one followed up. I then called and spoke with Andrei today and was again assured that I would receive a call back, but I have still not had any response.This is now becoming extremely frustrating and unacceptable.The issue is not only the delay itself, but the complete lack of clear communication and ownership. I have had to repeatedly chase for updates, and even after being promised a call back on more than one occasion, no one has followed through. This gives the impression that my case is not being treated with the urgency or professionalism expected from a Land Rover retailer.I would like this complaint to cover the following points:• The vehicle has been with you since 26 March;• I am continuing to incur rental charges while the vehicle remains with you;• Lack of communication and failure to return calls when promised;• No clear update on the status of the vehicle repairs;• Mechanical repairs and bodywork have not been managed together properly;• Bodywork quotations/costs should have been arranged while mechanical parts were on order;• The bodywork quotation appears more excessive than originally offered or expected;• I raised this with sales and service staff around two weeks ago and was told to “leave it with us”;• I called last week and was told someone would get back to me, but no one did;• I called again today and spoke with Andrei, who said I would receive a call back, but again no response has been received;• No clear resolution or follow-up has been provided;• No clear explanation of what work has been completed, what remains outstanding, and the expected timescale;• Poor customer service and lack of ownership of the matter;• General breakdown in the level of service offered.Please provide me with a written update confirming:1. The current status of the vehicle;2. Confirmation that the mechanical repair work has been completed;3. What bodywork issues remain outstanding;4. Whether quotations have been obtained for the bodywork;5. Why the bodywork quotation is higher than originally indicated/offered;6. What revised position you are offering regarding the bodywork cost;7. If quotations were not obtained earlier, why this was not done while the mechanical parts were on order;8. What repair work has been completed so far;9. What work remains outstanding;10. The expected completion date;11. Who is now responsible for managing this complaint and keeping me updated;12. What you intend to do to resolve the communication and service failures;13. What support or goodwill you are prepared to offer in light of the delay, poor communication and ongoing rental charges I am incurring.I would appreciate a response as a matter of urgency. Going forward, I expect proper communication and a clear written update rather than having to keep chasing.Please treat this email as a formal complaint and confirm that it has been logged under your complaints procedure.Kind regards,Priyan Patel

Copy of email sent to service manager:Good Afternoon MichaelI hope you are wellWell again I am disappointed to say that I find it a complete disgust that in the 12 days my vehicle was at Landrover the only job completed was the roof….and this wasn’t evens completed by any of your team, this was all purely down to James.I had to collect my vehicle yesterday as I require it to move the dog around over the bank holiday weekend so James kindly restored it to me.I must say I find it hard to fathom how some seat clips weren’t even replaced in those 12 days, YES seat clips a job that could have been completed in likely under 2 hours….again my car was there 12 DAYS.I understand the grease and bolts is a back order product in which I understand this and don’t require an explanation as to why that hasn’t been completed yet. BUT I require a sufficient and in depth explanation/report as to why I have received nothing but a DISGUSTING service from your department. It’s got the stage where I actually don’t even feel comfortable going round to that servicing department…..a customer…..who doesn’t feel comfortable due to the lack of professionalism your staff lack being able to come into the business to have a vehicle that a lot of money has been spent on looked after.I expect this to be raised to the overall buisness manager AND I expect the grease, bolts and seat clips to be completed by the end of June, that’s 4 weeks…..I know the department struggles with seat clips in 12 days so we shall see if this expectation can be met won’t we. AGAIN for reference James instructed Molly to order these seat clips at the start of MARCH that’s OVER eight weeks ago.Also the excuse of the roof not being completed on site in regards to the vehicle height I would like some evidence so I can produce this to Land Rover as surely a body shop bay for a company that sells Defenders and Large SUV’s should be designed so work can be completed as I’m sure you as a business and you’re clients don’t pay external body shops on ever occasion……

My landrover discovery sport has been at the Buckinghamshire branch for 10 working days for a planned service and also some diagnostic work. The diagnostics still appear not to have been done and I can’t get through to the service department on the phone to get any meaningful kind of update. I’ve received no emailed quotes for the diagnostics, let alone any remedial work yet and I need communication from them to help me plan transport whilst I don’t have my car. This is such a disppointing experience from the dealership that I’ve been generally extremely happy with in the past.I just received a text Friday 5pm before a long weekend telling me the IDU2 machine isn’t working. They can’t even have the courtesy to call and tell me what their plan to resolve this is. Whilst I understand technical issues happen, my patience has now expired and I need some feedback on what is the fault with my car and when I can expect to have it back on the road. It seems it’s been sat in the car park since last Monday.

Reserved vehicle at 930 online paid the £250 then wasn’t held was sold too another person at 11 am that day no reponce there after …

I’m writing to complain about a number of failings in my previous visit for MOT & Recall 8th-14th May, on final collection of the vehicle I had accepted the resolutions that were done by the service team but since having the vehicle back I have also notice damage to the car caused by the cleaning of the car. The number of issues with this simple visit warrants bringing these to your attention.I booked my car in 3 months prior to the visit for MOT and a recall fix, the day before the visit I received the text to confirm my booking and checked in online. On my arrival at the garage they could not find my booking and explained something about a new computer system and I had been missed off, however they managed to fit me in and confirmed the MOT would be done and to come back later. Later in the day I recieved a text and email to view my vehicle check, only to find the video of someone else’s car and not mine, I emailed the service department to inform them but had no response, other than this I had no contact from the garage at all. About 5pm i phoned the service department to see if i could collect the car and there was some uncertainty but was told it was just being finished and it would be ready. I drove to the garage to collect the car and was told that one of the people doing the MOTs had had to go home and that my car hadn’t been done so they were just finishing it. They then informed me that the car had failed the MOT on a tyre and brake pads and the recall had also not been done so due to the inconvenience they would keep the car over the weekend and complete the work on Monday, to rectify the poor service they did kindly put me in a courtesy vehicle and also offer to give the MOT free of charge as well as a saving on the parts. I was happy with this as it was a good gesture for the inconvenience and if there hadn’t been further issues would have been sufficient for me to be a happy customer despite the inconvenience. On Monday I had not contact from the Garage, I tried to call twice during the day once at lunch and again at the end of the day but was either cut off or not answered. On the Tuesday I called back and was told the work had been completed and I could collect my vehicle which I did at the end of the day. On collection I was told the paperwork for the MOT was in the car so I collected the vehicle with out inspecting and left. When I got home I realised that there was no MOT completion certificate, the vehicle receipt clearly shows MOT passed so I wasn’t to worried and left it a day but after seeing online the MOT status had not been updated. I contacted the garage to find out the unbelievably they had not actually completed the MOT and asked me to come back in to get it completed. So at further great inconvenience I had to drive the 12 miles back to the garage for a third time to get this completed. The MOT was finally done in about 30 mins and I was happy to get this complete. The final straw which has forced me to write this complaint was on inspecting my vehicle this afternoon I’ve found damage to the glass and bodywork which has been during the vehicle wash. The are multiple deep scratches in the rear and passenger window and also damage to the windscreen window trim which looks like a layer of the lacquer has scratched off. I can share photos of all 3 areas , the glass scratches are deep enough to feel with your finger nail and I can see how they could be repaired without replacing the glass. As you can see the number of failings have led me to this complaint as I want to highlight the issues, I did feel the customer service team on site where helpful and provided solutions to the initial issues but have been let down by other areas ultimately letting me the customer down. I also didn’t receive the vehicle check video for my vehicle so I’m not sure this was even completed. I welcome your reponse to my complaints.