Dear Keira,I hope this email finds you well.During my visit in December, I formally requested the information outlined below. As I have not yet received a response, I would be grateful if you could now provide the outstanding documentation and supporting evidence:• A copy of the insurance documentation used to cover your loan vehicles.• The full agreement documentation that I signed in relation to the loan vehicle. The documents currently in my possession make no reference to a £500 excess for windscreen or glass damage.• High-definition photographic evidence of the vehicle prior to the commencement of the loan, clearly confirming that it is the same vehicle provided to me and evidencing its condition at handover.• High-definition photographic evidence of the vehicle at the point of return, clearly confirming that it is the same vehicle that was loaned to me.For the avoidance of doubt, the £500 payment was made under protest. We felt under considerable pressure to make this payment in order to secure the return of our own vehicle. I consider this to be inconsistent with the requirements of the Consumer Rights Act 2015, which requires contractual terms to be fair, transparent, and not imposed through undue pressure. This payment was made notwithstanding my firm belief that the alleged windscreen damage was not attributable to me. I raised the presence of the crack at the time of returning the loan vehicle, as I was disappointed to have been provided with a vehicle that appeared to have a visible defect at the outset.While I do not dispute that a cracked windscreen may constitute “damage” in general terms, the agreement I signed makes no specific reference to windscreen or glass damage, nor does it evidence that the vehicle was free from defects at the point of handover. In the absence of clear disclosure, a signed condition report, or dated photographic evidence demonstrating that the windscreen was undamaged at the outset, I do not accept liability for the charge applied, which, as stated, was paid under protest solely to secure the return of my own vehicle.By way of context, on a previous occasion I was loaned a vehicle that was not clean and had scratches that only became apparent once I had returned home. My service advisor at the time, Ryan Moran, was unaware of these defects and requested that I provide photographic evidence, which I subsequently did. In light of this prior experience, I was concerned that the present situation may be similar and that not all defects are consistently identified or recorded by your camera inspection system.I would also note that this situation could have been avoided had the replacement of the high-voltage heater been appropriately progressed with my warranty provider while my vehicle was with you for service in November. My vehicle remained in your possession for over a week, during which time I was advised that the required part was in stock but that authorisation from the warranty provider was required. No such authorisation was sought at that time, and I was therefore required to leave without the work being completed. Following several subsequent telephone calls to progress the authorisation, I eventually spoke with you directly. During that call, while I was on hold, you contacted the warranty provider and obtained authorisation within approximately 20 minutes. The vehicle was then booked in for the repair, and a loan vehicle was arranged. This sequence of events has been both frustrating and disappointing, particularly given that the matter could have been resolved during my vehicle’s initial period in your care, thereby avoiding the need for additional visits, further inconvenience, and the subsequent dispute that has arisen.I look forward to receiving a substantive written response from you, or from one of the other listed contacts, together with the documentation and evidence requested above.Thank you for your attention to this matter.Yours sincerely,Sarah StockleyMrs Sarah StockleyJourneys End

I registered a complaint in December and I have had no contact and also no responses to my emails from the dealership. Honestly, I can’t believe the whole experience. It’s a joke. Can someone contact me to discuss my complaint.

1.ticket no 84895290 23/122. Ticket no 84408352 2/12How many times do I need to complaint. - no responses - absolutely ridiculous service. On 15th Dec I spoke to your HO complaints as well and was promised a regional manager will ring - just false promisesCar has been in service since 2/12 after a breakdown but no one at Lookers give a damn about even updatingThe only option you have left me to take legal action and reject the car

purchased a new vehicle in March 2025, customer service degrading in time. 6 weeks and the battery fob needed to be changed, lasted 6 weeks and then went in and they fitted new battery and changed the battery and again 6 weeks later the battery failed. Diag seems all well and replaced the battery again. 6 weeks later not working again now going to change the fobs. the vehicle needed to go and have them synced. Scotch guard not corrected. 05.01 get synced dont need the vehicle. called flight is back today someone will be calling you later. Called this morning and the part hasnt arrived now they want to give the cust a CC but she is not happy driving another car. Branch unsure of how long the repair is going to take. Has the body work carried out. You are now delaying the return of the vehicle. Staff going to speak with the service manager to see what can happen, the cust wants her car to be refuelled and stop wasting her time.

Hello,I’m emailing on behalf of a customer as they didn’t want to raise a complaint from their end.Mr KarakusLN25BKX07951541628Land Rover BuckinghamshireThanksNathan SproatCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: Customer FeedbackSent: 14 January 2026 09:52To: Nathan SproatCc: Customer FeedbackSubject: RE: Customer complaintGood morning,Thank you for your email.We are sorry to learn that you have experienced difficulties with a Lookers dealership.Please could you confirm what your complaint is with JLNR branch so that we can ensure that it is referred to the relevant team for investigation.Kind regardsLookers Customer Service & Resolution TeamFrom: Nathan SproatSent: 13 January 2026 17:52To: Vehicle ComplaintsSubject: Customer complaintLN25BKX07951541628Unhappy with service received from JLR Bucks – expecting a call back as an acknowledgement of this complaint by tomorrowThanksNathan SproatCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk

had nothing but issues with this car, something mechanical is wrong with the car, traction not working especially for this weather. happens once a day at leastnoise coming from the engine when driving like a conk sound when accelerating and when stationary. you can feel the conk sound in the carasked this dealership multiple times to be valeted but nothing has been done.nightmare from end to end of having the vehicle

I wanted to thank Andrei Ganea at Lookers for going above and beyond from the order of my car to collection. His hard work is a credit to Lookers.

I wanted to thank Andrei Ganea at Lookers Land Rover, Buckinghamshire for going above and beyond between the order of my car and collection. His hard work is a credit to Lookers.

I had raised a complaint on 01/12 ticket no 84408352., after exchange of 30 or so emails plus callsNo response , I had called on 15th again and was promised a call back by general manager , and guess what, again no response until nowMy car had a breakdown on 2nd and emailed that I wanted to return this car, again no response, car was recovered on 3rd and I had chased few times but again no response , I ve now given up as i have no clue for last 3 weeks with whats happening, I purchased this car on 11th nov and had driven hardly 700 miles, 80k car and turned out to be scrapI ' m away until 3rd jan but would like to finalise return of this car on 4th jan and not waste my or your time going through consumer courts , I am again away from 5th afternoon so.would really like thos to be sorted by 5th morningThe car is sitting at Lookers since 3rd DECEMBER

I am disgusted with the treatment I have had from your JLR Buckinghamshire dealership. I can give a full timeline of events for my complaint directly to the complaint handler when assigned. This is in relation to the treatment from the sales team and aftercare/service team. Please contact me ASAP to discuss as no one from the dealership is responding to my emails and when I call direct they are impossible to deal with, promise call backs and don’t call back.