Received letter dated 17/2/26 regarding safety recall N945. Immediately booked appointment, but because of Lookers Chelmsford out of town location, needed a courtesy car. First appointment booked for 9/4/26 - cancelled the day before by Lookers as part not available, despite having a month’s notice. Rebooked for 21/5/26, and received call 4:15 on the day before, saying no courtesy car available, again despite having a month’s notice. Offered instead the opportunity to keep the appointment, but sit there for two and a half to three hours while work carried out. Declined this kind offer. Not impressed!!!

I bought the vehicle brand new in March 2026. Within 3 weeks there was a sensor fault. The car was in the garage for 5 days and I was assured it was fixed, but the fault recurred within 24 hours. I called every day for 7 days and was assured someone would call me back. I am still waiting for this call. I booked the car in myself again, having to cancel work as I need the car for work. The fault recurred when I started the vehicle when I collected it. I was then told I would be contacted to book it back in and would be provided with a courtesy vehicle. This was over 2 weeks ago and in spite of me chasing I have had no response. I also asked to speak to the Customer Service manager and was assured he would call me back. This was 5 days ago and I am still waiting.

Hi Bethany,I’m following up again as we still haven’t received the updates previously promised.It appears the rear passenger‑side tyre was not repaired, as it still has a slow puncture. This was one of the issues raised when the vehicle was last with you, so I would appreciate confirmation on whether this was inspected or addressed.In addition, I am still waiting for the parts that were on back order from the last service — the rods that were due back in October. Please can you confirm the status of these and when they will be available.Given the ongoing lack of communication, I was disappointed — though not surprised — to see that the extended warranty renewal has increased. Unfortunately, the service experience from the Chelmsford dealership over the past months does not reflect the standard expected from a premium brand such as Jaguar Land Rover.Please can you provide an update on all points raised so we can finally bring this matter to a close.I look forward to hearing from you.Best regards, Keith GlynnFrom: Bethany EvansDate: 28 April 2026 at 21:15:35 BSTTo: Keith Glynn, Andrew RoweCc: Xanthe GlynnSubject: Re: Escalation: Lack of Communication & Clarity on Completed WorkHello Mr Glynn,Thank you for your email.I am trying to retrieve your vehicles history. We have since changed systems, and I am struggling to find the history to go into more depth about this with you.I will have what I need for you before the end of the week.Kind regards,Bethany Evans Service AdvisorLookers Land Rover ChelmsfordT: 01245 611 111E: BethanyEvans@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverjlr4logos_37cee692-0661-4cf2-8aea-a94e15a0f860.jpgREG OFFICE: Cuton Hall Lane, Chelmer Village | Chelmsford | CM2 5PXCONFIDENTIALITY NOTICE: This e-mail message including attachments, is intended only for the person to whom it is addressed & may contain confidential information. Any unauthorised review;use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.driveassist-small2_1faac6d7-d7df-4561-94be-7a6cfb62152f.jpgFrom: Keith GlynnSent: 28 April 2026 3:01 PMTo: Bethany Evans; Mark Watts; Andrew RoweCc: Xanthe GlynnSubject: Fw: Escalation: Lack of Communication & Clarity on Completed WorkExternal Sender: Confirm legitimacy before acting.Hello Bethany,Can you help with our questions below - We have not had any communication back from you after several e-mails. Rather rude!Please advise on our questions below or I will be escalating this to the Motor OmbudsmanBestKeithSent from OutlookFrom: Keith GlynnSent: 22 April 2026 10:54To: Xanthe Glynn; Bethany EvansCc: Andrew Rowe; Mark WattsSubject: Re: Escalation: Lack of Communication & Clarity on Completed WorkDear Andrew and Mark,I am escalating this matter as we have still not received any clear communication regarding the work carried out on my wife’s vehicle, despite multiple attempts to obtain an update.While the fault noise now appears to have stopped, we have been given no explanation of what was actually done, whether the original diagnosis was correct, or whether any further action is required. The absence of this information is unacceptable, particularly given the number of times we have requested it.What is equally concerning is the lack of responsiveness from the service team. For a brand of Jaguar Land Rover’s standing — and for a dealership representing a premium manufacturer — this level of communication falls well below what customers should reasonably expect. The contrast with the service we receive from other premium brands, such as Mercedes, is significant.To close this matter properly, I would like written confirmation of the following:The exact work completed on the vehicleWhether the initial diagnosis was accurateWhether any additional checks or follow‑up actions are requiredWhy repeated emails went unansweredWe have been patient throughout this process, but the lack of clarity and communication has caused unnecessary frustration. I would appreciate a prompt response so we can draw a line under this.Kind regards, Keith Glynn 07508 439434Sent from OutlookFrom: Keith GlynnSent: 16 April 2026 08:05To: Xanthe Glynn; Bethany EvansCc: Andrew Rowe; Mark WattsSubject: Re: On going concernsDear Bethany,I am just following up on my wife's email below, regarding the ongoing issue since the vehicle was collected on Sunday.As mentioned, when you spoke with me on 2 April we were advised that the starter motor had been repaired or replaced under the warranty. However, the noise that prompted the repair is still present, which causes concern that the issue has not been fully resolved.I would be grateful if you could advise what the next steps will be so that this can be properly diagnosed and rectified under the warranty. I am currently unsure whether it is safe to continue using the vehicle and cannot reasonably be left without a car.I would appreciate a response today so we can agree the appropriate next steps.I look forward to hearing from you.Kind regards,Keith Glynn - 07508439434Sent from OutlookFrom: Xanthe GlynnSent: 13 April 2026 18:49To: Bethany EvansCc: Andrew Rowe; Mark Watts; Keith GlynnSubject: On going concernsDear Bethany,Thank you for organising it so that I could collect my car on Sunday.When you spoke to my husband on 2nd April, you confirmed that the starter motor had been repaired/changed and that this work was included in the warranty.Unfortunately, since collecting the car I have noticed that the sound is still there.My concern is that either the issue was not the starter motor or the repair was not completed sufficiently to resolve the problem.Please could you advise on what you would like me to do next. I cannot be without a car, but equally I do not want to continue driving it if there is a risk of it breaking down or causing further damage.I look forward to hearing from you.Kindest regards,Xanthe GlynnSent from my iPhoneOn 10 Apr 2026, at 13:43, Xanthe Glynnwrote:Thank you Bethany, we have emailed Joshua to confirm collection on Sunday between 11 and 12.Best wishesXantheSent from my iPhoneOn 10 Apr 2026, at 14:34, Bethany Evanswrote:Hello,We emailed yesterday to confirm with Mr Glynn.Sunday collection from the sales department is all ok. You will need to collect the vehicle between 11am and 12pm as the sales department are open for a limited time on Sunday.Kind regards,Bethany Evans Service AdvisorLookers Land Rover ChelmsfordT: 01245 611 111E: BethanyEvans@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Cuton Hall Lane, Chelmer Village | Chelmsford | CM2 5PXCONFIDENTIALITY NOTICE: This e-mail message including attachments, is intended only for the person to whom it is addressed & may contain confidential information. Any unauthorised review;use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.From: Xanthe GlynnSent: 10 April 2026 1:00 PMTo: Andrew Rowe; Mark Watts; Bethany Evans; Keith GlynnSubject: Re: Automatic reply: Inspection report for your vehicleExternal Sender: Confirm legitimacy before acting.HiI was wondering if there was an update on my car?I can see from the app work has been completed on it today so can I assume it will be ready for collection on Sunday? I need to know as a matter of urgency.Kindest regardsXantheSent from my iPhoneOn 9 Apr 2026, at 16:02, Xanthe Glynnwrote:HiJust wondered if there was an update on my car? Am I able to collect on Sunday?Sorry to keep pestering you, but I hoped this would have been sorted earlier this week with our first email.Best wishesXantheSent from my iPhoneOn 9 Apr 2026, at 12:16, Xanthe Glynnwrote:Please see mail trail below - please advise asap!Best wishesXantheBegin forwarded message:From: Steve MoateDate: 9 April 2026 at 12:10:32 EETTo: Xanthe GlynnSubject: Automatic reply: Inspection report for your vehicleThank you for your email. I am away from the office with no access to emails returning Saturday 11th April at 08.30am. For anything urgent, please contact Mark Watts (for underwrites) or Andrew Rowe on 01245 611 111.Kindest regards,SteveSteven MoateUsed Car Sales Manager, Lookers Land Rover ChelmsfordT: +44 (0) 1245 611 111E: stevenmoate@lookers.co.ukSteve Moate Used Car Sales ManagerLookers Land Rover ChelmsfordT: 01245 611 111E: StevenMoate@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Cuton Hall Lane, Chelmer Village | Chelmsford | CM2 5PXCONFIDENTIALITY NOTICE: This e-mail message including attachments, is intended only for the person to whom it is addressed & may contain confidential information. Any unauthorised review;use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.This email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GU; VAT Registration No: GB 405 9783 29.This email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GU; VAT Registration No: GB 405 9783 29.This email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GU; VAT Registration No: GB 405 9783 29.

Good afternoon,A copy of this complaint has also been sent to JLR & Anne-Marie at Chelmsford Dealership.I am writing to raise a formal complaint regarding the poor communication and unsatisfactory service I have experienced during my recent visits to the Service Department at Lookers Land Rover Chelmsford.My concerns began with my service visit on 23 October 2025. During that appointment, the courtesy clean left my vehicle in a worse condition than when it arrived. I subsequently provided feedback regarding the poor communication and service I received, but I did not receive any acknowledgement or response to that feedback.Further issues arose during my visit on 22 April 2026. The courtesy car provided to me was dirty, and as I had been advised that returning it in that condition could result in a cleaning fee, I asked for this to be noted. I was also informed by Bethany that I might be able to keep the courtesy car for longer than one day and that she would confirm this. When I returned home, I noticed that the loan agreement contained incorrect information, recording the mileage as 450 miles instead of the actual figure of approximately 669 miles, and the fuel level as half a tank when it was just over a quarter. I called to report these inaccuracies and was assured that the agreement would be corrected.After receiving no update regarding whether I could keep the courtesy vehicle, I called again and was told that I could keep it if my own vehicle remained with you. Later, however, Bethany informed me that the courtesy car was required back and that I would need to rebook my vehicle for repairs following diagnostics. When I returned the courtesy car, the loan agreement still had not been corrected. I was then sent a “Loan Finish Form,” which contains a forged signature. I did not sign this document.There were also discrepancies regarding diagnostic fees. When I dropped my vehicle off, I was advised that there would be two diagnostic charges: one for a low battery and another for the remaining issues, which included the driving mode defaulting to Comfort and faults with the parking sensors. I made it clear that I did not authorise the battery diagnostic, as I did not consider it a priority and was not willing to pay an additional fee for it. Despite this, I was later presented with an invoice that included two diagnostic charges for the driving mode and parking sensor issues. I had to challenge this before Bethany eventually amended the invoice to reflect a single diagnostic charge. I was also disappointed to learn that diagnostics and repairs could not be completed in the same visit, meaning the vehicle had to be rebooked for 15 May, despite the fact that I had already waited two months for the original appointment.On 6 May 2026, Bethany emailed me requesting authorisation for the work again, stating that system changes meant she no longer had the information. I responded with the previously agreed costs from 22 April, but I received no acknowledgement. Being asked multiple times to confirm the same information was frustrating and unprofessional.Finally, there has been a repeated failure to provide updates on the progress of my vehicle. While I was away, my remote app showed the vehicle being driven on 7 May and 12 May, and I received notifications indicating that the bonnet and windows were open, suggesting that work had begun. As a result, I attempted to obtain an update. On 11 May, I called and was promised a call back, which I did not receive. On 12 May, I called again and was told the car was in the workshop and that I would receive an update by the end of the day, but again no call back was received. On 14 May, I called a third time, explained the ongoing issues, and requested an update during the call. I was told no one was available and that I would receive another call back, which once again did not happen. I then called back and requested to speak to the Service Manager.

I made numerous calls to your stores, and the lady at the reception never transferred my call to the relevant person or department. She always says she will pass the message, and I have never received a call back to date, regarding the messages I left at the reception.Good morning,Thank you for arranging the collection of my vehicle on Saturday.On the way home from the lockers, a warning appeared on the dashboard saying ‘Special functions turned off’. I ignored it at the time and continued driving.Unfortunately, when I got home, I was very worried and disappointed. The car began smoking heavily inside and outside, as if it were on fire, only 0.3 miles from my home on my way back from the Land Rover lockers on Saturday morning, and I stopped on the road.As you were away and the lockers closed at 12 PM, I was unable to return the vehicle. This made me feel that the issue had not been resolved — in fact, it seems to have escalated to the point of producing fire‑like smoke.Once the car had cooled down, I checked the fluid levels under the bonnet. Both the coolant and oil levels were above the minimum.As you are aware, I have spent a substantial amount on repairing this car recently, which is enough to serve as a down payment on a new vehicle. Unfortunately, despite this significant expense, the condition of the car has actually worsened, which has left me extremely upset and distressed.I kindly request that this matter be resolved immediately.

Subject: Formal Escalation – Ongoing Unresolved Vehicle Fault (FT18 CXB) – Request for Immediate ResolutionDear Land Rover Customer Relations,I am writing to formally escalate a long-running complaint regarding my vehicle (registration FT18 CXB) and the repeated failure to resolve a persistent fault by both Land Rover and LookersChelmsford.This issue has now been ongoing for nearly three years (since August 2023), with multiple failed repair attempts, poor communication, and significant inconvenience. Below is a clear summary of events:Summary of IssueA recurring fault affecting the driver-side lumbar adjustment and massage seat functionality, where:The function does not operate when selectedMassage function briefly activates after ~5 minutes, then stopsThis is a known and repeated fault, previously resolved only temporarily by replacing the lumbar seat module.Timeline of EventsAugust 2023Initial repair carried out by Lookers Chelmsford at a cost of approximately £2,000Fault resolved at the time via replacement of lumbar seat moduleFebruary – April 2024Multiple diagnostic visits (09 Feb, 22 Mar, 24 Apr, 26 Apr)Administrative issues including mis-booking by staffEscalation to dealership management (Anne-Marie Sparks)Ongoing inability to diagnose a previously known issueJuly 2024 (Formal Complaint)Raised due to lack of response and excessive delaysMultiple unanswered calls and emails (May–June 2024)06 November 2024Fault reoccurs within warranty periodRepair undertaken again under warranty (same component replaced)August 2025Fault reoccurs for a third time27 August 2025Email sent to maintain formal record and request resolution25 September 2025 (Chelmsford Visit)Attended pre-booked appointment expecting repair under warrantyInstead:Asked to pay ~£250 diagnostic fee for a known recurring issueRequired part not ordered or availableResulted in wasted visit with no resolutionIssue escalated again with service team17 October 2025Contact from Amber Smith (Lookers) confirming:Part has now failed 3 times (not normal)Matter to be escalated to Land Rover Customer RelationsNo follow-up received23 February 2026 (Latest Follow-up)Attempted to re-contact Amber Smith (email now inactive)Requested update and resolutionNo response received to dateKey ConcernsA known manufacturing or component defect has now failed three timesRepairs costing significant sums have not been durableRepeated administrative failures (mis-bookings, missing parts, lost records)Excessive delays and lack of ownership across both Lookers and Land RoverPoor communication, including unanswered calls and emails and loss of contact personnelAttempted charging for diagnostics on a documented recurring fault within warranty contextRequested ResolutionGiven the above, I am requesting that Land Rover Head Office:Take full ownership of this case immediatelyProvide a permanent and durable fix to the issue at no cost to myselfReimburse any inappropriate costs incurred (including prior repair and/or diagnostic fees if applicable)Provide clear accountability and a named contact managing this caseConfirm next steps and timeline for resolution within 5 working daysThis situation reflects extremely poorly on both product reliability and customer service standards expected of Land Rover. I have been patient over an extended period, but the lack of resolution is no longer acceptable.If this matter is not promptly resolved, I will have no option but to escalate further, including through formal complaint channels and external adjudication.I look forward to your urgent response.Kind regards,Tom Hunt07802 465550Mallard LodgeRoundwood AvenueBrentwoodCM13 2NG

Good Afternoon,We have received a new Satisfactory Quality Dispute complaint from Mrs Njideka Osuji, EO26OCU .Please 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 Land Rover Financial Services, 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: 29th April 2026Date of complaint:30th April 2026Goods details: Land Rover Defender Diesel Estate 3.Registration number: EO26OCUNew/Used: NewMileage at POS/POI: 0Current mileage: 167Agreement number: 103616959 Price of goods (at sale): 75105.66Advance amount: 47105.66Deposit amount: 28000.00Term: 49PCP/HP: PCPPCP mileage: 24500Dealer name: Lookers Land Rover ChelmsfordDealer number: 57826101The following information outlines what the customer has told us and may not be the opinion of Land Rover Financial ServicesComplaint Detail Customer’s Preferred Resolution OC wanted petrol car not diesel Customer got vehicle 29th April 2026Customer has noticed today that vehicle is diesel and not petrol like she wanted Customer would like a petrol vehicleWe 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 an 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 to the customer to date.13. Have you submitted an AVC / Goodwill contribution due to the customer’s request to receive a replacement vehicle /reject the goodsWe look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.

Dear Lookers Land Rover Chelmsford Aftersales Team,I am writing to submit a formal complaint regarding the handling of my vehicle service appointment on 24–25 February 2026 and the ongoing failure to resolve a fundamental fault with my Land Rover.Since purchasing the vehicle, I have experienced persistent battery-related issues, which have never been fully addressed despite multiple visits and conversations. More recently, I have been informed that the RFA module has now failed, leaving me unable to reliably access the vehicle using the key fobs. This is a critical fault on a 2020 plate vehicle and raises serious concerns about the condition of the car at the point of sale.I am increasingly concerned that the lack of progress is linked to the fact that I did not purchase an extended warranty. However, this does not remove your obligations under the Consumer Rights Act 2015 or the assurances provided through the Land Rover Approved Used Programme. A vehicle must be of satisfactory quality, fit for purpose, and as described. Ongoing battery issues from the outset, followed by an RFA module failure, do not meet these standards.In addition to the unresolved technical issues, communication from your team has been sporadic and inconsistent. Despite escalating the matter to senior staff, I have not received a clear plan, timeline, or ownership of the case.

Good afternoonI am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Alison BondRegistration: EK74YTVInception Date: 16th December 2024Date Of Complaint: 28th March 2026Goods Details: Land Rover Defender Diesel Estate 3.New/Used: NewMileage At POS/POI: 0Current Mileage: 29000Agreement Number: 579554546The customer has advised us of the following faults ;• Engine Management Light (EML) intermittently illuminated from August 2025, then permanently illuminated from September 2025• Diesel Particulate Filter (DPF) fault requiring replacement• Particulate matter sensor fault• Low pressure EGR cooler filter fault• Ongoing oil change required warning• Loss of power / jerking while driving• Repeated battery failure and vehicle not starting• Vehicle requiring roadside assistance multiple times• Later diagnosis of failed DPF and catalytic converterAt 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.

I am writing to make a formal complaint regarding the part exchange transaction completed at your Land Rover Chelmsford branch on 20 March 2026, under Enquiry No. 8358281, overseen by Sales Executive Evie Bond and authorised by Mark Watts.For the avoidance of doubt, Evie Bond was not involved in the part-exchange price negotiation, and her conduct throughout the process was professional and helpful.During negotiations, I was initially offered £35,000 for my Mercedes-Benz V300 AMG Line (Reg. PR07FER). This offer was agreed, and at that point Ms Bond and I had already begun discussing the purchase vehicle and the additional packages available for it. Ms Bond then left to speak to her manager regarding one of the packages. After an absence of approximately 45 minutes, she returned accompanied by her manager, who informed me that the part exchange offer for my vehicle needed to be reduced to £33,000. When I queried this reduction, I was told the reason was that my vehicle could not go to auction and that there was only a single interested independent dealer who would take it. I was specifically told that dealer was Imperial Motors, Chelmsford, CM1 3SR. I relied on this explanation in deciding to accept the lower offer. I have since obtained clear evidence that both of these representations were false.First, following the transaction, I received a text message directly from Imperial Motors enquiring whether I had sold my vehicle to Lookers and asking whether I would be willing to sell it to them directly instead. This message demonstrates conclusively that Imperial Motors did not purchase my vehicle from Lookers and that they had no prior arrangement with Lookers to do so.Second, and most significantly, I am now aware that my vehicle has been taken to Manheim Colchester Auctions. This directly contradicts the specific assurance given to me at the point of sale that my vehicle could not go to auction. It is now apparent that the stated reason for reducing my part exchange offer was not only inaccurate but was the opposite of what actually happened.I anticipate that Lookers may seek to rely on Condition 2.2.2 of your Standard Terms and Conditions, which states that the Offer is calculated at your discretion and may differ from the Valuation, and that it may be revoked at any time before it is accepted in writing by the Customer. I wish to address this directly.I do not dispute that Lookers has a contractual right to revise or withdraw a part exchange offer. That right is acknowledged. However, Condition 2.2.2 speaks to your right to change the offer. It says nothing about the right to provide a false reason for doing so. The legal issue here is not whether you were entitled to reduce the offer, but whether the stated justification for that reduction was truthful.By providing a specific and false explanation, namely that my vehicle could not go to auction and that only Imperial Motors would take it, your representative induced me to accept a lower valuation than I might otherwise have accepted. This is a separate matter from the contractual discretion to adjust an offer and it is not protected by Condition 2.2.2 or any other clause in your terms.This conduct is likely to constitute a misleading action under Regulation 5 of the Consumer Protection from Unfair Trading Regulations 2008, which prohibits traders from providing false information that causes a consumer to take a transactional decision they would not otherwise have taken. Furthermore, Condition 3.1.6 of your own terms explicitly states that you do not exclude liability for fraud or fraudulent misrepresentation, confirming that such conduct falls entirely outside the protection of your standard terms.I am not seeking to unwind the transaction. My sole request is straightforward: I am asking for the return of £2,000, representing the difference between the original offer I was given and the amount I accepted as a direct result of the misrepresentation made to me.I would ask that you respond to this complaint within 14 days. If I do not receive a satisfactory response, I will escalate this matter to the Motor Ombudsman and, if necessary, to Trading Standards.For reference, details are as follows:Vehicle purchased: Land Rover Range Rover Evoque, Reg. EX75YYHVehicle part exchanged: Mercedes-Benz V300 AMG Line, Reg. PR07FEREnquiry No: 8358281