Good morning,I 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: Robert W AllenRegistration: EK22KZRInception Date: 26/03/2022Date Of Complaint: 10/10/2025Goods Details: Land Rover Discovery Diesel Sw 3.0 DNew/Used: NewMileage At POS/POI: 0Current Mileage: 23980Agreement Number: 118035575The customer has advised us of the following fault/s :Faults-Clicking noise coming from drivers rear wheel.At 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.

As I am unable to choose more than one to question 4 above I’ll also add quality of repair service and poor customer service. There is an issue with my Land Rover discovery windscreen which has been leaking now for the last 2 months coming in through the left hand side upper and then water coming out of the black box where interior mirror is. It was put into Land Rover for this to be looked into on the 11th September where they advised it needed a new windscreen. As I was advised that because of the cyber attack to Land Rover there was none in stock so they put a piece of Cling film across the top which obviously was not sufficient as by the time I got home had come off. But I also found scratches to the top of the paint work where they had looked at the windscreen. I took the car back down to Land Rover because of the scratches but also what a danger it was for me to be driving a car with water running down the inside of the windscreen which affects my visibility and that the water is also running into electrics on the dashboard. Land Rover had no car to offer me and sent me home again with another piece of cling film across the top of the windscreen which obviously come off again. As at to date the windscreen is still on order and Land Rover Chelmsford are unable to advise of a date when this will be done. I can’t believe that Land Rover are letting me drive a car like this knowing that a serious accident could happen. I would like someone to come back to me as there must be a windscreen in someones dealership in the country that could be fitted on my car?

I am writing to formally raise my concern regarding the paintwork on my Land Rover Discovery, purchased in March 2025 from Lookers Chelmsford.Unfortunately, I have already experienced significant issues with the paint peeling on the vehicle. This is extremely disappointing, particularly given that the vehicle is less than two years old. I do not consider it acceptable for a vehicle of this standard and value to present such poor paint quality.I initially contacted Lookers Chelmsford to report the issue. While they inspected the paint, I was informed that it was not their responsibility to resolve and that the cause of the paint peeling was a stone chip. I strongly disagree with this response, as the dealership both supplied and represented the Land Rover brand at the point of sale. Since then, I have received no further communication from them, which I find wholly unsatisfactory given I was told they would provide me with quotes to have the paintwork repaired.As a customer, I expect both the quality of the product and the aftersales support to reflect the premium reputation of Land Rover. On this occasion, I feel severely let down on both counts.I ask that Land Rover investigate this matter urgently and arrange for the paint defect to be resolved at no cost to myself. I also request that you confirm the next steps and provide a clear resolution plan within 14 days of receipt of this letter.If this matter is not satisfactorily resolved, I will have no option but to escalate my complaint further through the relevant consumer rights channels.I look forward to your prompt response.

I am writing to formally raise a serious complaint regarding my partners Range Rover Evoque (registration PGZ 3733), which recently suffered a complete power failure in the middle of the Preseli Mountains, Pembrokeshire — a failure that I have since discovered is directly related to a manufacturer recall that she was never notified of.She has been speaking with you earlier this week regarding the horrible incident but is now too upset to respond. She’s tasked me as her long term partner to reach out to the JLR business.On the 25th September 2025 whilst driving through rural West Wales, the battery warning light illuminated, and within less than two minutes the entire vehicle shut down. The vehicle lost steering power, gearbox function, and driving power, leaving the car stranded in a live traffic lane on a mountain road as dusk was setting in. This was a frightening and dangerous situation.By sheer luck, a passing driver had a battery pack, which allowed us to restart the vehicle for a few seconds & temporarily move the vehicle from the middle of the road into a nearby lay-by. However, the battery warning light returned immediately, and the vehicle became completely inoperable once more after the gentleman has driven away.Another passing car stopped & helped me & he knew a recovery driver who he called to assist. It took 45 mins to travel to the vehicle from the town of Haverfordwest but eventually he recovered the Range Rover Evoque & dropped it off at a garage in Withybush, close to the Premier Inn as all garages were shut & it was now dark meaning I then had to stay in a hotel overnight 320 miles from home.Following this incident, the garage ran some diagnostic checks & learned from Land Rover that this vehicle has been subject to a recall, yet my partner has never received any written notification, either by letter or email.Diagnostic Flow - MHEV Battery Cooling Fan (P0485-11 / P0485-12)* Fault Codes• P0485-11 → Fan Power/Ground Circuit - Short to GroundThere are outstanding campaigns as below, contact your local dealer for further advice.Outstanding CampaignsN835 - MILD HYBRID ELECTRIC VEHICLE (MHEV) BATTERY OFFLINEN862 - THEFT MITIGATION (PHASE 4)For information Purposes see oil dilution & DPF attachments.Please do not hesitate to contact us if you require further assistance.Fault codes:P0485 cooling blower positive/groundShort to B*POA1F hybrid battery management control unitPOB3D HV battery voltage sensor below thresholdРОВЗЕ HV battery voltage sensor above thresholdThis lack of proper recall communication is wholly unacceptable when the address of the owner is known to Land Rover.The consequences of this failure have been extensive:•£100 – Emergency overnight accommodation (Premier Inn)•£180 – Vehicle recovery from the roadside to a local garage•£200+ – Rail travel back to Essex from Pembrokeshire•£50 – Taxi from Colchester station due to trains not running late at night•£150 – Emergency car hire for work commitments• The cost from the garage to charge the battery & perform the diagnostic tests on the 26th September.•Significant mental stress and trauma – being stranded alone in a rural location, under pressure to return to my family and work commitments.The vehicle remains in Haverfordwest, Pembrokeshire almost 7 days later and Land Rover have refused to recover it, despite the fact that this situation arises from a manufacturer recall issue. My RAC cover is invalid unless I am with the vehicle, which was not possible as I had to return home for work.You, have stated that Land Rover will not arrange recovery. This is entirely unreasonable as I know that based on historical issues with reliability there is a recovery contract with the AA in place, indeed I have used you many times before when the cars have been faulty.A known recall fault has rendered the car unsafe and immobile 320 miles from my home, and I am now being told I must personally fund transport to return it — a cost likely to run into several hundred pounds more.Furthermore, should the vehicle require an extended period of attention, or should there be a backlog of work (which, based on my experience of Land Rover’s often poor and inconsistent service standards, is unfortunately likely), I will require a courtesy vehicle of at least equivalent standard or better, provided free of charge for the duration of the repairs.This is not an unreasonable expectation: I have owned five Land Rover and Range Rover vehicles in the last 10 years and have been a loyal customer for many years. My partner relies on this vehicle for her daughter to attend school & also dance classes.Should Land Rover fail to provide a suitable courtesy vehicle free of charge, I will have no choice but to suspend the finance payments on the vehicle and seek advice and intervention from the Financial Conduct Authority (FCA) and the Financial Ombudsman Service, as the vehicle is not currently fit for purpose due to a fault of your making.To summarise:•This breakdown was caused by a known Land Rover defect under recall.•I was never properly informed of this recall.•I have incurred substantial costs and distress through no fault of my own.•Land Rover’s refusal to recover the vehicle is unacceptable.I therefore expect Land Rover to:1.Arrange immediate recovery of my vehicle from Pembrokeshire to the nearest authorised Land Rover Service Centre, at no cost to me.2.Reimburse all reasonable associated costs (££750+ as itemised above).3.Provide a courtesy vehicle of equal or better standard, free of charge, for the duration of any inspection or repair period.4.Issue a formal apology acknowledging the failure to notify me of the recall and the distress this incident has caused.I require a written response within 7 days confirming how Land Rover intends to resolve this situation. Failure to respond or provide a satisfactory resolution will leave me with no alternative but to escalate this matter to:•Jaguar Land Rover UK Executive Office,•The Motor Ombudsman,•The Financial Conduct Authority and Financial Ombudsman Service, and•Trading Standards.This incident could have had far worse consequences, and I expect Land Rover to treat it with the seriousness it warrants

Dear Sir/Madam,I am writing to make a formal complaint regarding the ongoing and serious issues I have experienced with my Range Rover Vogue (BG24 WXB), purchased through my company car allowance in May 2024. I am extremely disappointed by both the vehicle’s lack of reliability and the manner in which Land Rover has handled the situation, which has resulted in considerable financial loss and personal inconvenience.Shortly after taking delivery of the vehicle, I began encountering intermittent electrical faults. When I contacted Land Rover, I was advised that these were likely due to the car being new and that the issues would resolve themselves, which they did temporarily.However, the vehicle continued to suffer from recurring problems, including repeatedly cutting out and entering "limp mode,". This culminated in a complete breakdown on the M11 motorway, requiring the car to be recovered and taken to your Bishop’s Stortford service centre on 15th May 2025. The vehicle remained in the workshop until 18th August 2025, over three months in total due to issues with the EPIC B module. If I am honest, I still to this day do not know what the issue was or how it was resolved.During this period, I was provided with a courtesy vehicle (KP24 OKG – Velar), which was of a higher specification than my own. As I had the courtesy car for more than 30 days, my payroll department was legally required to notify HMRC, triggering a significant change in my company car tax liability. As a result, I have paid over 50% more in tax for the month of September. This increased rate will continue until April 2026, as HMRC calculates benefit in kind tax annually. This ongoing financial burden is entirely due to the extended delay in repairing my vehicle, an issue completely outside my control.To make matters worse, a minor scratch occurred on the courtesy vehicle during this period, and I was charged £500 upon its return. This cost would not have arisen had I been driving my own vehicle, as it would have been covered under my existing insurance policy. See attached check in report detailing the damage.Adding to the frustration, I recently received yet another recall notice (refer to email dated 9th September), requiring me to return the vehicle again for further work. I shared the full extent of my experience and concerns with your service advisor at Bishop’s Stortford, only to be handed an umbrella as a gesture of apology. Given the substantial financial and emotional toll this situation has taken, I found this response both inadequate and inappropriate.To summarise, since purchasing the vehicle, I have:• Experienced a serious electrical fault that left me stranded• Been without my vehicle for over three months• Incurred a significant and ongoing tax liability due to prolonged courtesy car use• Paid £500 for damage to a courtesy vehicle I did not request to use long-term• Received a further recall notice for additional faults• Received no meaningful apology, goodwill gesture, or compensationI am therefore requesting appropriate financial compensation for:• The increased benefit-in-kind tax caused by the courtesy vehicle• The £500 charge for damage to a vehicle I was required to use• The substantial inconvenience, stress, and disruption caused by ongoing vehicle faults and excessive repair timesPlease treat this letter as a formal complaint under your internal complaints procedure. I expect Land Rover to respond in writing within 14 days with a fair and satisfactory resolution.Yours sincerely,Kind regardsEmma ClearyProject Manager07710 672111OCTAVIUS INFRASTRUCTURE LTD.

I am writing to lodge a formal complaint regarding the handling of repair work carried out on my Jaguar I-Pace (registration OV20GVY), which was booked into your service centre on 19th [Month] for issues relating to the 12v and auxiliary batteries.At the time of booking, I was informed that a diagnostic fee of approximately £280 was “mandatory,” despite the fact that the AA had already undertaken a diagnostic prior to the appointment. Subsequently, I was sent a breakdown of repair costs totalling £758.45, which I was required to authorise before any work proceeded. I gave my authorisation in good faith, on the clear understanding that this figure represented the complete and final cost of the repair. In fact, I specifically asked if the total included all charges and was told that it did.Upon collection of the vehicle on 30th [Month], I was informed that the final bill was £972.53 – nearly £214 more than the amount authorised. I was then advised that the additional charge related to diagnostics, despite my prior assurances and explicit authorisation of the lower figure. This constitutes a serious failure in transparency and a misrepresentation of costs, which is a breach of the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008. Customers are entitled to clear and accurate information before committing to a service.The financial impact of this failure has been considerable. I had already borrowed funds to cover the authorised amount of £758.45 and was forced into the distressing position of having to secure additional funds at short notice in order to retrieve my vehicle. This situation was avoidable and wholly unacceptable.Furthermore, the invoice issued states that a complimentary clean and vacuum had been carried out. I have photographic evidence that this service was not provided.Given the above, I require:1. A full written explanation as to why the diagnostic charge was not disclosed as an additional cost prior to authorisation of the work.2. A refund of the £214.08 charged over and above the authorised repair costs.3. An acknowledgement of the failure to deliver the complimentary service listed on the invoice.4. Appropriate compensation for the financial stress and inconvenience caused by this misrepresentation.If I do not receive a satisfactory resolution within 14 days of this letter, I will have no choice but to escalate the matter further. This may include raising a formal complaint with the Motor Ombudsman and pursuing the issue through legal channels.I trust Jaguar Land Rover will treat this matter with the seriousness it warrants and look forward to your prompt response.

To Whom 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 selection• upon 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 selection• upon 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

Easy and simple to use booking car in, not complicated.Joe was very polite and professional, made the experience straight forward

managed to drive my car to the garage with a nail in the tyre which then proceeded to go completely flat. I left my car with them to get it looked at, they were able to get the puncture repaired for me very quickly so that I did not need to buy a new replacement tyre. Excellent service from all involved, thank you

Was what I had expected, and was kept informed of progress as I was waiting for my vehicle while it was being MOT