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

Hi,In response to your question:Not very well, and extremely underwhelmed.Sent from my iPhone

Not that good to be honest car went back on Saturday for a re test on Friday I was told there was a bolt missing that cost £5 but I was told don’t worry also I was told on Saturday my car would have a complementary car washed which I never got also had to pay for the bolt which I didn’t mind but when someone tells you no cost ,, also my partner brought the car in for the re test and I told her nothing to pay and car would be cleaned so you can see not a happy customer, Mr Keith ObeneySent from my iPhone

I am writing to formally raise a complaint regarding the ongoing issues with our Land Rover Defender EA24YLC and the unacceptable level of service we have received in relation to this matter.Please refer to the below email previously sent by my wife to your office (included below), which has still not received any response. The absence of any acknowledgement or update is extremely disappointing.Since our vehicle was taken in, we have received no proactive communication from Land Rover regarding the progress of the repairs. Every update we have received has only come after we have chased your team by telephone.Furthermore, we have not been provided with a comparable replacement vehicle. As a family of six, the vehicle supplied is not suitable for our needs and prevents us from travelling together. Given that our vehicle is a Defender designed specifically to accommodate our family requirements, it is entirely reasonable that any replacement provided is like-for-like, namely a Land Rover Defender 130 or equivalent seven-seat vehicle.On three separate occasions we were advised that our vehicle would be returned in early March. However, during our most recent call today we were informed that the expected completion date has now been moved to the end of April. This continual movement of timelines without any communication from Land Rover is unacceptable.This situation is further compounded by the fact that this is the third significant issue we have experienced with this vehicle within the first year of ownership, which is entirely unacceptable for a brand new vehicle of this value and standard.We also remain responsible for the ongoing finance payments for a vehicle we are unable to use, which is clearly unreasonable.We are due to travel away as a family during the Easter holidays, and it is therefore essential that this situation is resolved immediately to prevent heavily inflated costs for parking and travelAccordingly, we require the following:1. Immediate provision of a like-for-like replacement vehicle, specifically a Land Rover Defender 130 or equivalent seven-seat vehicle, until our vehicle is returned.2. If this cannot be arranged immediately, we expect appropriate financial compensation to reflect the fact that we have been deprived of the use of our vehicle whilst continuing to meet our finance obligations.3. A clear written update on the status of our vehicle and the confirmed completion timeline.Given the seriousness of this situation and the poor level of service received to date, I expect to receive a telephone call from a member of senior management tomorrow to discuss the immediate resolution of this matter.For clarity, we have been loyal Land Rover customers for many years and have purchased multiple vehicles for both personal and family business use. It is therefore extremely disappointing to find that when issues arise, our concerns are ignored and basic customer service standards are not met.If this matter cannot be resolved promptly, we will have no option but to escalate the issue formally through Land Rover Customer Relations and pursue further remedies available to us.I look forward to your urgent response.On 16 Mar 2026, at 18:01, Louise Squibbwrote:Sent from my iPhoneBegin forwarded message:From: Louise SquibbDate: 20 February 2026 at 12:31:46 GMTTo: alexsteele@lookers.co.ukSubject: EA24 YLCHi Alex. It’s Louise Squibb, I spoke with you briefly regarding our defender that broke down yesterday.I was old yesterday that someone would be here in the morning to collect our car, I did ring first thing this morning but no one got back to me then when I rang back I was told by you it was off side assist which is fine but the frustration there is that so much time had been waisted- I’ve got kids off for half term and we can’t leave the house. I’ve just contacted them and now waiting for them to get back to me regarding a courtesy car with enterprise as you don’t have any in at the min to provide. I’m worried that it’s midday now my car is still out on a busy road with cars speeding past with a good chance it could get hit, our car is always parked on our drive. Also I know it’s not your fault but last night I was waiting for off road assist for 5 hours I had my children with me I couldn’t even lock the car it was freezing my husband was away he had to get back just so I could get home with the kids. We was then told by the mechanic he was told there was nothing he could do and that a tow truck needed to come so he drove past us and went on to another job, I don’t know who gave him that instruction? But originally we was told we was priority so with some ones miss communication it became a stressful situation which I’m sure you can understand.I’m not complaining to you personally I just need the manager or someone to understand all the issues I’ve put forward to you today.Kind Regards,Louise Squibb

cust had water coming in the windscreen and has been charged for diag,then a repair but has also been charged an additional £238 for the retest.The cust is inquiring why she has been recharged for a retest. can you investigate

Email 10.03.2026:Adding JLR Customer Complaints Team based on lack of resolution.I also attach the full history of the complaint dating back over 2 years, can someone pls call or email me back to get this resolved please?On Mon, Feb 23, 2026 at 9:35 PM Tom Huntwrote:Stephen,Can I please follow up on progress regarding the below pls?My last point of contact was with Amber Smith, (attached, dated 10/17/2025 attached) but upon following up with her the message now bounces back, so I don't know if she has left the business?I also attach the full history of the complaint dating back over 2 years, can someone pls call or email me back to get this resolved please?Thanks,Tom07802465550On Fri, Sep 26, 2025 at 12:50 PM Stephen Symmonswrote:Good Afternoon Mr Hunt,I am sorry to hear that you are experiencing further issues with the massage seat function on your Range Rover.Firstly may I apologise for the delay in a resolution and the wasted journey you experienced on 25th September.Please may I ask for your patients while I carry out an investigation into your concerns and assist you in a satisfactory resolution. I will liaise with our warranty administrator and our workshop controller and revert early next week, once I have gathered the necessary information. I will speak with our parts manager today, to ascertain the availability of the required part.If you have any further questions I would be happy to help.Kind Regards,Stephen Symmons Customer Service ManagerChelmsford Land RoverWhom it may Concern,+ Joe Mitchell from Land Rover Chelmsford Service DeptIn follow up to my email of August 27, I today attended my scheduled 25th September appointment at Land Rover Chelmsford in expectation of the persisting, specific fault with the driver side lumbar adjustment and massage seat functionality repeatedly described above would be remediated as it has on the past 2 occasions (once in Aug 23 at cost of £2k, and again in 06/11/2024 under warranty of the repair from Aug 23) with replacement of a lumbar seat module.My expectation of this outcome was informed by the conversation I had upon scheduling the appointment, whereby the assistant informed me that the issue would be covered at no cost to myself given that the repair to the issue had failed again in less that 1 year, and would thus be covered by repair warranty (this expectation is referenced in my email of 27th August).Instead, upon arrival at the appointment today, I was informed that there would be a diagnostic charge of c.£250, for what is a known, specific, persistent fault with the vehicle that I have reported and complained about previously, and that part necessary to resolve this known and documented issue was neither on site, nor had been ordered. This resulted in a wasted trip to Land Rover on my part, and as you will see form the chain above, this is not the 1st time this has happened with this issue.Upon leaving the dealership with no resolution, Joe Mitchell informed me that he would escalate to his management on the subject of whether the repair would be covered under the 1 year warranty given that it this has occurred for a second time. I find the fact that Land Rover would attempt to challenge the cost of a repair that cost £2000 but has lasted less that 1 year on 2 occasions incredibly disappointing from a reliability and customer satisfaction standpoint.As you can see from the email chain above, this issue has been ongoing for some 2 years. Can the required part please be ordered and an appointment for it to be fitted be scheduled as soon as is practicable.I look forward to your response,Kind Regards,Tom Hunt07802465550On Wed, Aug 27, 2025 at 10:23 AM Tom Huntwrote:To Whom it may concern,I am following up in relation to the persistent issue with my Vehicle (reg FT18 CXB) commencing in Aug '23.The issue is in relation to a persisting, specific fault with the driver side lumbar adjustment and massage seat functionality whereby:lumbar adjustment and massage seat functionality does not function upon selectionupon selection, massage seat functionality works for a few seconds after c. 5 mins, then stopsThe issue has been remediated twice (once in Aug 23, and again in 06/11/2024). On both occasions the issue was resolved with the replacement of a lumbar seat module.As of Aug '25, this same issue has surfaced again and I would like to have this resolved as soon as possible.The car is booked into your Chelmsford branch on 25th September. The purpose of this email is to maintain the paper trail on this persistent issue.Thanks in advance,TomOn Wed, Jul 3, 2024 at 11:26 AM Tom Huntwrote:To Whom it may concern,This is a formal complaint in relation to a persistent issue with my Vehicle (reg FT18 CXB) commencing in Aug '23According to my records, the vehicle has been in for issue 'diagnosis' with Lookers Chelmsford on 09.02, 22.03, 24.04 (miss-booking by Staff Member (Kieron, now left business)) and finally 26.04 resulting in my escalation to Anne-Marie Sparks through Kieron.The issue in for diagnosis is a persisting, specific fault with the lumbar adjustment and massage seat functionality whereby:lumbar adjustment and massage seat functionality does not function upon selectionupon selection, massage seat functionality works for a few seconds after c. 5 mins, then stopsThis issue was resolved by Lookers Chelmsford in Aug 23 at significant cost and, given the specificity of the symptoms, is clearly a repeat issue so I am unclear why such a lengthy and inconclusive diagnosis is required. Indeed, my escalation to Anne-Marie Sparks was based on my dissatisfaction at Lookers' continuing inability to 'diagnose' a known issue and then attempting to invoice me for this.In a meeting with Anne-Marie Sparks at the dealership on 26.04, key takeaways were:Records relating to the issue resolution in Aug 23 were paper-based and no longer held on-site, necessitating requirement to obtain said records, a process I was told would commence immediately.Anne-Marie Sparks noted she would be going on annual leave shortly but would revert with an update prior to this.Anne-Marie Sparks noted she would escalate to her manager to ensure cadence based on my continuing dissatisfaction and aged nature of issueIt is now 02.07. I have called Lookers Chelmsford for an update on 21.05, 10.06, 18.06, 19.06, 21.06, 26.06 but have received no response. Additionally, I emailed Anne Marie directly on 06.26 (attached) and I have received no response.I would appreciate you escalating this issue and attempting to bring this persistent, aged issue to a close.Thanks in advance,Tom Hunt07802465550Mallard LodgeRoundwood AvenueBrentwoodCM13 2NG