To whom it may concern,RE: Complaint – agreement no: 579836674Following on from my previous correspondence on the 29 Nov 2025 ref a letter before action there have been further issues with the vehicle in question that I would like to bring to your attention, and be considered as part of the ongoing complaint raised.To ensure you have been provided with all the required information please find a chronological list of faults experienced to date following the vehicle purchase in Jan 2025.Chronology of Faults16/01/25 – Vehicle purchased08/04/25 – Engine warning lightLand Rover Assist diagnosed timing chain sensor failure.15/04/25 – Sensor replaced28/04/25 – Engine warning light againDiagnosis: timing chain requires replacement.30/04/25 – Vehicle admitted to Taylors, DunmowCourtesy car provided; vehicle off the road for approx. one month.July 2025 – Recurring performance issues• Repeated loss of power through gears• Rapid oil loss, requiring weekly top-ups from mid-August• Intermittent warning lights02/09/25 – Engine warning lightLand Rover Assist attended; unable to identify the fault. Vehicle returned to Taylors. Courtesy car provided.11/09/25 – Vehicle returnedA further sensor was replaced.Additionally, at this appointment it was identified that the vehicle’s tyre repair foam was already out of date (expiry: June 2024) — several months BEFORE I purchased the vehicle. (Safety issue existing prior to purchase).13/10/25 – Serious safety symptoms• Oil low again• Exhaust fumes entering cabin• Continued loss of powerLand Rover Assist advised the vehicle was unsafe to drive. Recovered to Taylors; courtesy car provided.24/10/25 – Vehicle returnedAnother sensor replaced. Taylors advised an oil filter replacement at my cost; Lookers eventually covered the cost following my challenge.22/11/25 – New critical symptoms    • White smoke from exhaust    • Front-end vibration    • Strong exhaust fumes in cabin05/12/25 - Glow Plug fault (Existing prior to purchase)• Technician call out confirmed a glow plug required replacing• As per my email to you on 07/12/25, the technician confirmed that this fault had been showing since October 2022. The report from the technician has been requested, but has yet to be provided.05/01/26 - MOT Failure due to emissions• MOT failed twice due to the emissions test. Once an MOT was attempted for a third time, it passed marginally and it was recommended to have this resolved as soon as possible.• After checking the MOT history of the vehicle, it has come to light this was an issue when Lookers carried out their MOT prior to sale in December 2024.• Following testing at Lookers Chelmsford further faults were identified resulting in a particulate filter among other items being replaced.As you can appreciate, with the abnormally high volume of faults on this vehicle over a 12 month period, almost one every other month, my husband and I have lost complete confidence in the vehicles reliability and believe it not fit for purpose. This includes the two issues that were existing on the vehicle prior to purchase, one of which is a safety issue. We accept that Land Rover have ratified each fault raised under the warranty and provided a courtesy car, where available, however we do not find this acceptable or a suitable resolution to the inconvenience and disturbance caused, and does not provide the reassurance or confidence required to retain the vehicle. It also does not take into consideration or address the following.• Annual leave and days lost through work arranging vehicle collections, pick-ups, and lack of ability to attend the office to carry out my role.• Additional fuel costs incurred through additional travel.• Stress and worry experienced through the lack or reliability and requirement to manage work and financial expectations with a continuous faulty vehicle.We have been made away that Land Rover have provided a further 12 months warranty with the vehicle, however, again we do not feel this is acceptable or adequate to resolve the issues experienced to date. We approached Land Rover months ago requesting an extension to the warranty due to issues with the vehicle at that point and were ignored with little response. We are now further down the line with yet more faults and issues raised with the vehicle, even with the extended warranty, history would demonstrate that keeping the vehicle would only provide further inconvenience and stress organising further future repairs.A further implication to the unacceptable level of faults experienced with this vehicle is that we have recently found out that I am pregnant with our first child, and with my husband due to be away with work over the coming months I am seriously concerned that further stress from further faults with this vehicle will have an unnecessary implication/negative impact to my health.In light of all the above points, we would ask that that our agreement be terminated due to the vehicle being not fit for purpose at point of sale, including the last 12 months. We are additionally seeking advice with regards to our Final Right to Reject under the Consumers Right Act 2015, sections 23 and 24.My husband and I look forward to your response/resolution regarding the above complaint and further information provided above, NLT than 8 week timeline provided, final date 30 Jan 26. If a response is available prior to this it would be appreciated, as you can imagine we are keen to get this issue resolved swiftly and amicably.Kind regardsMrs Jessica TanseyMob: 07837 190032________________________________________From: Jessica BrittainSent: 05 December 2025 10:27To: JLRSQD@jaguarlandroverfs.com; Jessica Brittain; Phil TanseySubject: Re: Confirmation that we have your complaint – agreement no: XXXXX6674To whom it may concern,Further to my recent correspondence and your SMS advising that my complaint may take up to 8 weeks to be concluded, I am writing to formally set out my concerns regarding the timescales involved and the impact this has on my warranty position.Please find attached the following documents in support of my complaint:• Copy of my Letter Before Action (LBA) sent to Lookers Chelmsford• Breakdown / roadside assistance reports• Diagnostic and health check reports from Taylors, DunmowAs you are aware, my vehicle (Range Rover Evoque, registration KM70 PNZ) has suffered repeated, serious mechanical faults over an extended period. The vehicle has been in and out of workshops, with ongoing issues despite multiple repair attempts. I consider the totality of these faults to be unreasonable for a vehicle of this age, mileage and value.My key concern now is that my warranty is due to expire in mid-January 2026, and your indication that the complaint process may take up to 8 weeks creates a real risk that:• The investigation and any subsequent decisions will not be concluded until after the warranty has expired; and• Further faults may arise or be identified during this period, leaving me exposed if they are then deemed to fall outside the warranty simply because of timing.Given the long history of problems and the significant inconvenience I have already experienced, I believe it is only fair and reasonable that I am not prejudiced by the duration of your investigation.Accordingly, I am requesting that you:1. Either expedite my complaint and aim to conclude your investigation and decision as a matter of urgency (well within before the warranty expires), or2. Confirm in writing that any issues/faults identified during the course of your investigation, or arising while my complaint is under review, will be treated as if they were reported within the warranty period, and will be covered on that basis even if the warranty technically expires in the meantime.In other words, I am asking you to confirm that my warranty position will be protected and preserved for the duration of your complaint process, so that I am not disadvantaged by delays outside my control.Given the length of time this matter has already been ongoing, and the seriousness and frequency of the faults, I believe this is a reasonable and proportionate request.I would be grateful if you could:• Acknowledge receipt of this email and attachments; and• Provide written confirmation regarding warranty protection and/or expedition of my complaint as soon as possible.Thank you for your continued attention to this matter. I look forward to your prompt response.Kind regards,Mrs Tansey________________________________________From: noreply@landroverfs.co.ukSent: 01 December 2025 16:57To: jessica.1994@hotmail.co.ukSubject: Confirmation that we have your complaint – agreement no: XXXXX6674Confirmation that we have your complaint – agreement no: XXXXX6674This is an automated email to let you know we’ve received your Vehicle complaint.We’ll write to you within 5 working days to acknowledge your complaint.If you send your complaint outside of our business hours, our response time will start from the next business day after your submission.Our business hours are Monday to Friday 9am to 5pm.We’ll respond to your complaint as soon as we can, and keep you updated on the progress that we have made.There won’t be any updates in your online account.The Financial Conduct Authority (FCA) gives us 8 weeks to respond to your complaint. We aim to respond to your complaint before this deadline.For more information about how we use your personal data, please visit our Privacy policy.If you’d like this in Braille, large print or audio please ask us by calling 0800 302 9131.Land Rover Financial Services is a trading style of Black Horse Limited, St William House, Tresillian Terrace, Cardiff CF10 5BH. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales with No. 661204. Black Horse Limited is authorised and regulated by the Financial Conduct Authority. Black Horse Limited is a member of the Lloyds Banking Group. Registered Trade Marks of Jaguar Land Rover Ltd. licensed for use by Black Horse Limited and its associated companies.Please don’t respond to this email – this email address can’t accept replies. If you need to get in touch, you can email us at JLRSQD@jaguarlandroverfs.com. Make sure you include your agreement number and information about your complaint.It can be difficult to spot a scam message. We’ll never send you an email with a direct link to a page that wants you to log on or give personal or banking details.***********************************************************************************This email and any attachments are confidential and intended only for the above addressee. It may contain privileged information. If you are not the addressee you must not copy, distribute, disclose or use any of the information in it. If you have received it in error, please delete it and notify the sender.Black Horse Limited. Registered office: 25 Gresham Street, London EC2V 7HN.Registered number: 661204 England and Wales.Authorised and regulated by the Financial Conduct Authority.Lex Autolease Limited: Registered Office: 25 Gresham Street, London, EC2V 7HN.Registered Number: 1090741 England and Wales.Authorised and regulated by the Financial Conduct Authority for credit relatedregulated and insurance distribution activities.Suzuki Financial Services Limited. Registered Office:33 Old Broad Street, London, EC2N 1HZ.Registered Number: 03015566 England and Wales.Authorised and Regulated by the Financial Conduct Authority.International Motors Finance Limited: Registered Office: 33 Old Broad Street, London, EC2N 1HZ.Registered Number: 02956040 England and Wales.Authorised and Regulated by the Financial Conduct Authority.United Dominions Trust Limited. Registered office. 25 Gresham Street, LondonEC2V 7HN.Registered number: 0184739 England and WalesAuthorised and regulated by the Financial Conduct Authority for credit-relatedregulated activitiesShogun Finance Limited: Registered Office: 33 Old Broad Street, London, EC2N 1HZ.Registered Number: 01963821 England and Wales.Authorised and Regulated by the Financial Conduct AuthorityHVF Limited. Registered Office: 25 Gresham Street, London, United Kingdom, EC2V 7HN.Registered in England and Wales with registration Number: 2238952Authorised and regulated by the Financial Conduct Authority for credit relatedregulated and insurance distribution activities.****************************************************

Good MorningThank you for your prompt responseJust prior to Christmas your Chelmsford branch carried out some work on my Evoque (invoice no 23353821) this involved running a diagnosis check which in turn lead to the replacement of my car’s HVIH & Auxilary battery unitsThis work was carried out perfectly by your team & has resolved the fault I was experiencing with my car (Reg J4 HSW)The invoice for this work came to £2,088. 20 & was paid by me when I collected the vehicleFortunately for me my car is the subject of a third party warranty & much (if not all) of the above sum is recoverable from my insurersMy insurers have requested some basic information about the claim which I have been attempting to obtain from your people at ChelmsfordI have now written four (4) emails to Ruby Edwards in your Service Department: None of which she has had the courtesy of replying toI have also placed the same number of calls via your Showroom switch board & although have been promised a call back none has ever materialisedThe last call I made was two days ago when I managed to speak directly with Ms Edwards. I made clear my dissatisfaction & was promised immediate action. I have heard nothing sinceI purchased my previous Range Rover from your Chelmsford branch which was regularly serviced & repaired by them throughout the five years I owned it: The service during this time has been exemplaryHowever I am not happy at all happy with the level of service or response from Ms Edwards or the Chelmsford Service Team & should appreciate your immediate intervention so as to bring this protracted sorry situation to a prompt conclusionThank youHoward Webster

Hi I would like to raise a complaint about the poor service I received at your Land Rover site in Chelmsford and have pasted the below email chain on response or lack of it from the general manager.Dear Mr MarshallThank you for your email.As you are aware, I was away from the dealership on Thursday and Friday last week. In my absence I forward your complaint to our Customer Care Manager, Stephen Symmons, who contacted you to address your concerns.Unfortunately, I have been in full budget reviews so far this week and had not had the opportunity to meet with Stephen to review your concerns until this afternoon.Firstly, thank you for taking the time to write to me and please accept my sincere apologies for the service you received. I am genuinely sorry for the frustration and disappointment you have felt during what was already a stressful situation following your vehicle breakdown.I fully recognise that we did not meet the standard of communication or service you should reasonably expect. In particular, the missed call-backs, broken time commitments, and lack of proactive updates are unacceptable, and I understand entirely why this has left you feeling undervalued as a customer. Please be assured that whether a vehicle was purchased from us or is within warranty has no bearing on how any customer should be treated, and I regret that your experience suggested otherwise.I have asked our management team to review the handling of your booking, communication process, and parts ordering timeline in detail so we can fully understand where the breakdown occurred and ensure it is not repeated. I will personally follow up on this review and ensure that all members of the Aftersales team are reminded that our clients are the lifeblood of our business and must always be treated with the highest levels of care, urgency, and professionalism.Thank you again for bringing this matter to my attention.Yours sincerelyNeil WorrowGeneral ManagerLookers Jaguar Land Rover ChelmsfordNeil Worrow General ManagerLookers Land Rover ChelmsfordT: 01245 611 111 M: 07908 634584E: NeilWorrow@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.From: Lloyd MarshallSent: 17 December 2025 15:50To: Neil WorrowSubject: Fwd: Customer ComplaintExternal Sender: Confirm legitimacy before acting.Good Afternoon Neil,Trusting this email finds you well and am slightly disappointed I haven’t had a response from you in relation to my complaint as per the below email.I understand that you was out the business last Friday and I believe this Monday as informed by Steve from your customer service team, late Friday afternoon but as he couldn’t resolve my complaint, I did inform him that I would like to receive a response from you before I escalate this to Lookers Head Office as my whole experience of dealing with your service centre has been less than satisfactory to say the least.Hopefully I will hear back from you, shortly on how best to resolve my complaint.Regards,Mr L MarshalSent from my iPhoneBegin forwarded message:From: Lloyd MarshallDate: 11 December 2025 at 20:32:49 GMTTo: neilworrow@lookers.co.ukSubject: Customer ComplaintGood Evening Neil,I trust this email finds you well and unfortunately I feel the need to raise my disappointment and complain to you directly, in relation to the poor service I have received, since my car has been with you.My car unfortunately broke down last Friday (the 5th December) and booked directly through Land Rover Jaguar a diagnostic check for Monday 8th December.I arranged for my car to be dropped off to you on Saturday 6th by my roadside assistance as the car was undrivable and was Allocated Alex from your team to assist me. I explained to Alex what had happened and left the car with him, under the impression that I would hear something late Monday afternoon or at the latest first thing on Tuesday morning.Having not heard anything mid afternoon on Tuesday, I called your service centre at 2pm and was told that Alex was on a call to another customer but he would call me straight back, once he had finished that call. Over an hour later, I received a call from Alex at 3:07pm saying that the diagnostic centre had been busy and unfortunately, my car hadn’t been diagnosed yet but would be done on Wednesday morning.Not having heard anything all day from Alex on Wednesday 10th December, I called at 4:34pm to see if I could get an update on my car and was put through to Alex and told the car had just been done and he emailed me the report, whilst on the phone to him so that he could discuss the issues. After talking these through with Alex, I agreed to the work and Alex explained that as it was now after 4pm he would have to order them first thing on Thursday morning as the part centre was now closed but would call me first thing Thursday morning to confirm the parts had been ordered.Thursday morning comes and goes and still no update call from Alex so I decided to call your service centre at 12:34pm and was informed yet again Alex was unavailable as he was on a call to a customer but the lady I spoke to, informed me that the parts were still showing as waiting to be ordered and she would get Alex to call me back when he was done. Still having no return call from Alex by late afternoon, I called your service centre at 4:19pm and ask to speak to the general manager to raise a complaint but was told unfortunately you had left for the day but was provided you email.My complaint in main, is the complete lack of customer service and professionalism and to be fair, I find it quite appalling, broken promises, made to feel like an unvalued customer due to the fact that as my car wasn’t bought from your showroom or no longer in warranty, that my car can just get put back to the end of the queue as I wasn’t a priority customer.I fail to see the point of your booking system as you can only drop your car off to you, once you have appointment but for that appointment to mean nothing as it then takes 2 days longer than when you were expecting it to be done.Whist I am just an average individual, I did expect that having a prestigious car, the service I would receive would be above lesser manufacturers but I can wholeheartedly say this experience has been the worst level of service I have ever had the misfortune to experience in my life.I hesitated as whether or not to raise these issues with you as I now feel my car will have something done or not done to cause me even further trouble in the future but do feel that you need to be made aware of these issues.I look forward to your response.Kind Regards,Mr Lloyd MarshallSent from my iPhone

I was sold a warranty through bumper and I’ve got in touch with landrover warranty and they know nothing about it , I’ve sent an email to cancel the non existent warranty but haven’t received any reply , I need it cancelled

I am slightly concerned that I spent a lot of money on the health check and these items were not mentioned which leads me to think it wasn't a thorough health check as it did not show any of these items.Can you find out why they were not included?Also the quote I was given for the work was to fix the problem. You are now telling me it will need another part at £237.18. If this is linked to the problem then it should be included. I do not appreciate that I am spending nearly £3000 to rectify the problem and am now being asked for more money. This happened last year also.If you are unable to complete the quoted work for the quoted price I will not require you to complete the work and will pick up my car today.I would like you speak to your manager regarding my concerns and provide feedback. Again considering the problems I faced last year including an apology from Landrover Chelmsford, I would have expected a better service and treatment

Dear Sir/Madam,On 7 October 2025, the Financial Conduct Authority announced its proposals for a mass redress scheme on unfair motor finance.This has made me aware that, if a motor finance arrangement had certain features, a failure to properly disclose them to the borrower is likely to have been unfair.I would like to ask if any/all of my finance agreements with you (details below) had any form of commission arrangement between you and the broker / car dealer or any other entity involved in the transaction that included any of the following:- A discretionary commission arrangement- A high commission (where the commission is equal to or greater than 35% of the total cost of credit and 10% of the loan)- A contractual tie between you and the broker that provided you with exclusivity or a right of first refusal.If you used any of the arrangements listed above in connection with my agreements, I request you inform me within 8 weeks as set out by FCA guidelines, and consider this letter a formal complaint.If they were present, I don’t believe I was adequately informed of them. This is likely to have been unfair and could have prevented me from negotiating or seeking a better deal.Please confirm receipt of my letter and whether you are treating this as a complaint.Details that may help you find my policies:Name:Trevor CobboldDate of birth:09/Oct/1963Current address:11 marlborough roadSS12UAMobile phone:07881825886Vehicle number plate(s):EA13OHUWhere/When I bought the vehicle:range roverYours sincerely,Trevor Cobbold

I am writing to you today as I feel that the management should be aware of my experience(s) at their showroom recently.To put things into context I have a Range Rover Sport, reg F16 DRY and Lookers have serviced/MOT'd the car for me for the past 5 years. Up until last year servicing of the vehicle had been fine, actually very good. I will also be in the market for a new or nearly new RR Sport within the next 6 months.In 2024 I dropped the car off with the Chelmsford Team in the morning as usual and later that day I was called to say another customer had reversed into my car on the forecourt, It was a complete accident and I called the owner of the other car and exchanged details. That evening I went into the showroom to pick my car up, post service and I asked how Lookers would handle the damage of the car. The reply was that I should sort this out myself to which I replied that actually the incident was caused whilst the vehicle was in Lookers Care, Custody and Control. Although the salesman disagreed with me he did say he would look into it and call me back. In addition, there was a part required during the service that they didnt have today, but no worries I can drive back another time and they will put the part in whilst I wait. I would say that I have never received any such calls, texts or emails to respond to me on the damaged car or on the missing part that should have been fitted.So the 2024 experience wasn't great and therefore I looked into other Land Rover main dealers that I could go to in 2025. Unfortunately the next nearest Lookers dealership is in Colchester and not very convenient so I resigned myself to the fact that I would try Lookers Chelmsford one more time. So I again made an appointment, I needed MOT and a Service but ideally wanted both done at same time so we agreed on the actual day that the MOT was due, being 26th June 25. On 25th June, which was a week day and my work is based in London, I got a call from someone at Lookers to day that 'sorry but the scissor lift is down' and hence the MOT cannot go ahead. I think that with the experience I had had the previous year I did not take this news very well, I was obviously perturbed and was put through to a man in the servicing team who was equally as rude as I was and offered no solution to the problem.I appreciate that things happen and scissor lifts can break. However, what would have been nice is an understanding of the situation from your team. I told them that the MOT was due the next day and that this then put me in a situation that I wouldnt be able to drive my car or I had to find alternative arrangements at the last minute, on a day that I was working in London.Lookers are not cheap but they do have a good reputation generally. I would have thought that Lookers would have been able to come up with a viable solution, so that one of their regular customers do not have to go out of their way for something that is ultimately Lookers issue. I would have thought perhaps 'Look bring the car in as planned, we will take the car to another MOT station, get the car MOT'd and then get the car serviced' (by Lookers) this way Mr Dryden you do not have to go out of your way' rather than the 'What do you want me to do about it' that was said about 4 times, might have been a better way to treat your customers.I have owned businesses and sometime you have no control over what your staff say and do. Its how the management act when you they are aware of the situation that is key.I look forward to your comments and happy to discuss this in person or via the phone if you want to delve into dates etc further

I wish to raise a formal complaint regarding my purchase from Lookers Land Rover Chelmsford. I signed the vehicle order and agreement before seeing the vehicle in person, which may make this a distance sale under the Consumer Contracts Regulations. The dealership is refusing to acknowledge or discuss this.

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. The customer has advised us of the following fault/s ;Timeline:• Faults/Aspects to investigate→ Engine faults (timing chain sensor failure, timing chain replacement, recurring performance issues, oil loss, exhaust fumes entering cabin, white smoke, vibration)→ Safety concerns (expired tyre repair foam, exhaust fumes in cabin)• When did each issue occur, dates and symptoms→ 16 Jan 2025 – Vehicle purchased→ 08 Apr 2025 – Engine warning light; Land Rover Assist diagnosed timing chain sensor failure→ 15 Apr 2025 – Sensor replaced→ 28 Apr 2025 – Engine warning light again; diagnosis: timing chain requires replacement→ 30 Apr 2025 – Vehicle admitted to Taylors Dunmow; courtesy car provided; vehicle off road ~1 month→ Jul 2025 – Recurring performance issues: loss of power through gears, rapid oil loss (weekly top-ups from mid-Aug), intermittent warning lights→ 02 Sept 2025 – Engine warning light; Land Rover Assist unable to identify fault; vehicle returned to Taylors; courtesy car provided→ 11 Sept 2025 – Vehicle returned; further sensor replaced; expired tyre repair foam discovered (expiry June 2024 – pre-sale safety failure)→ 13 Oct 2025 – Serious safety symptoms: oil low, exhaust fumes entering cabin, continued power loss; Land Rover Assist deemed vehicle unsafe; recovered to Taylors; courtesy car provided→ 24 Oct 2025 – Vehicle returned; another sensor replaced; oil filter replacement initially at customer cost, later covered by Lookers after challenge→ 22 Nov 2025 – New critical symptoms: white smoke from exhaust, front-end vibration, strong exhaust fumes in cabin; reported to LookersAt 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 believe I was mis-sold a RAC 'Platinum Plus' warranty for a car I bought from you. The terms of the warranty were not explained to me by your salesperson, nor was I given a copy. I have just tried to make a claim under the warranty and Assurant have refused to cover over half my claim based on exclusions that were not made clear to me when I bought the warranty. I feel that Lookers should cover the outstanding amount and compensate me for the inconvenience and hassle fighting the position with the insurers