To whom it may concern,I hope this email finds you well.To ensure I am following to correct escalation path, I am forwarding my Letter Before Action to you.Please do let me know if you need anything further.ThanksJessica Tansey________________________________________From: Jessica BrittainSent: 29 November 2025 12:50To: Steve MoateCc: Phil TanseySubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Steve,Apologies for the formalities here, however, feel this is necessary given the ongoing issues with the vehicle.LETTER BEFORE ACTIONRe: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025This letter is sent in accordance with the Civil Procedure Rules Pre-Action Protocol and constitutes a Letter Before Action. If this matter is not resolved within fourteen (14) days, I will issue legal proceedings without further notice.I purchased the above vehicle from Lookers Chelmsford on 16 January 2025 for over £27,000. Since April 2025, the vehicle has suffered persistent, serious mechanical defects and has been unusable for extended periods. Multiple repair attempts have failed to resolve ongoing issues.Below is the full chronology of faults:________________________________________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sensor was replaced.Additionally, at this appointment it was identified that the vehicle’s tyre repair foam was already out of date (expiry: June 2024) — several months BEFORE I purchased the vehicle.This is a fundamental safety item. Its expired state on delivery indicates that Lookers did not carry out the required pre-sale quality or safety checks, further undermining confidence in the dealership’s quality control processes.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 cabinReported to Lookers as further evidence of the vehicle’s unacceptably poor condition over 11 months.________________________________________Legal PositionUnder the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and durable.The vehicle supplied has repeatedly failed in all respects. Multiple major engine component failures, persistent safety defects, recurring power loss, and long periods off the road demonstrate the vehicle is not of satisfactory quality nor durable.Furthermore, the discovery that the tyre repair foam was already out of date at the time of sale raises serious concerns about the adequacy of Lookers’ vehicle preparation and inspection procedures. This alone is a safety-critical oversight.Lookers have been provided ample opportunity to resolve my concerns and LandRover Assist/Taylor's ample opportunity to repair the vehicle. Despite this, the same categories of faults continue to arise. The statutory threshold for exercising the final right to reject is clearly met.________________________________________Final Right to Reject – Required RemedyDue to the ongoing mechanical failures, safety concerns, and the dealership’s inadequate quality control, I no longer have any confidence in this vehicle’s reliability. I have also received no progress on my prior request to have the warranty extended by 12 months back in September 2025 (over 11 weeks ago), which was more than reasonable. The warranty now only has 7 weeks' remaining.Taking the above into consideration, I am now formally exercising my final right to reject the vehicle under the Consumer Rights Act 2015.I require:1. The immediate return of the vehicle to Lookers at no cost to me, and2. A full refund of the purchase price, subject only to any lawful usage deduction, noting that the vehicle has spent prolonged periods off the road.________________________________________Personal CircumstancesMy husband and I are undergoing IVF treatment, which is physically, emotionally, and financially demanding. The unreliability of this vehicle — including breakdowns, sudden loss of power, and exhaust fumes entering the cabin — presents an unacceptable risk to my health and stability during treatment.I cannot safely or reasonably continue to use a vehicle in this condition. The continued distress and risk caused by these ongoing issues are wholly unacceptable.________________________________________Notice of Intended ProceedingsIf I do not receive written confirmation within 14 days that Lookers will accept the rejection of the vehicle and refund me in full, I will commence proceedings in the County Court without further correspondence.My claim will seek:• refund of the purchase price• damages for inconvenience, loss of use, and associated costs• court fees• any further remedies the court deems appropriateI trust that Lookers will resolve this matter promptly.ThanksJessica________________________________________From: Jessica BrittainSent: 27 November 2025 17:32To: Steve MoateCc: Phil TanseySubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Steve,No problem, I will collate that all and send over asap.That would be great if the service team could reach out.ThanksJessicaSent from Outlook for iOS________________________________________From: Steve MoateSent: Thursday, November 27, 2025 12:21:20 PMTo: Jessica BrittainCc: Phil TanseySubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Jessica,No problem. I hope you had a good time?If you can provide a timeline for me yes, including the date of purchase, when the first issue was detected, then the next etc etc. It will assist me with getting this resolved you as fast as possible.The white smoke could be caused by any number of things and as long as there aren’t any warning lights on the dashboard then it could be something like the exhaust system just regenerating and clearing the Particulate Filter.I can ask our service department to reach out to you to book the car in for a thorough check with a courtesy car if you wish?Many thanks,SteveSteve 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.From: Jessica BrittainSent: 26 November 2025 18:28To: Steve MoateCc: Phil TanseySubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,Thank you for your email. Apologies for the delay in my response; I got home much later from vacation than I anticipated.Can I just clarify a few points? When you say provide you with a timeline, do you mean from the date I purchased the vehicle?In terms of this current issue with the vehicle are you saying not to go through Roadside Assistance and come through you?If you can confirm, I can get the timeline over to you and call Roadside if required.ThanksJessica________________________________________From: Steve MoateSent: 24 November 2025 11:04To: Jessica BrittainCc: Phil TanseySubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Dear Jess and Phil,Thank you for your email dated Saturday 22nd November. I am sorry to hear of the issues currently being experienced in the vehicle.Having gone through your Health Check again I have a couple of points to raise if I may:1. In regards to the section in red: the second line down suggests 4.0mm remaining. The minimum for Land Rover Approved Used Standards is 4.0mm and would have been significantly higher than that during its preparation at the start of the year2. The section in red regarding the tyres. I have checked all our paperwork and there was no report of a tyre being cut to cords whilst going through our preparation. The minimum tread depth for a tyre to bring a car to Land Rover Approved Used Standards is 4.0mm so again, this would have been above 4.0mm 10 months ago when the car was prepped3. The rear tyres in yellow are all well over 5.0mm and again, above minimum Land Rover Standards. We again, have no record of the tyres being cracked whilst going through our preparation4. The cannister of tyre fluid I have of course agreed to replace as this is not acceptable to have an expired cannister in the carThe car has been looked after by Taylors so whilst we do still have an interest in the car, the works completed may well be the cause of the issue with the smoke etc. We, Lookers Land Rover Chelmsford, would like the ability to have a look at the car for you rather than Taylors. We can then ensure the car is looked after in the best possible way and ensure the car is looked after by ourselves and the Approved Land Rover warranty we put on the car.I am aware that you have experienced an issue with the cars Timing Chain in the past. I would like you to come back to me on an email detailing an accurate timeline of the issues, dates, parts changed etc.Many thanks and I look forward to hearing from you.SteveSteve 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.From: Jessica BrittainSent: 22 November 2025 18:33To: Steve MoateCc: Phil TanseySubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,I hope you are well.I am currently on holiday but my husband has driven my car. He has informed me that today it was misfiring, vibrating uncontrollably and white smoke coming out the exhaust. I am back on Monday and so will need to call roadside assist then.I have also had several quotes to carry out remedial works on the breaks as per the health check that I sent you. I’ve been quoted £1,200 to £1,600 with different providers. I cannot understand how doing an average number of annual miles can lead to the breaks deteriorating so significantly that they need to be replaced.I also haven’t heard anything regarding Lookers sending me the tire foam as per my previous email.With all this in mind, I have a few things I’d like to discuss and so will call you on Monday.1. I would like to understand an update regarding the warranty2. where are we with sending the foam?3. I do not have confidence that this vehicle is safe4. I would like to explore options of returning the vehicle at no cost to me due to breaches in the consumer act.Will speak Monday afternoon.ThanksJessicaSent from Outlook for iOS________________________________________From: Jessica BrittainSent: Monday, October 27, 2025 5:27:42 AMTo: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Steve,I’m sorry to hear that although, I hope you celebrated your birthday.Apologies, now attached.ThanksJessicaSent from Outlook for iOS________________________________________From: Steve MoateSent: Monday, October 27, 2025 9:19:48 AMTo: Jessica BrittainSubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Jessica,Thanks for the email. Unfortunately I worked all weekend and turned 47 so not the best lol.How about you?There was nothing attached….sorry.SteveSteve 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.From: Jessica BrittainSent: 27 October 2025 09:18To: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,Hope you are well and had a good weekend.Please see attached the invoice as requested. Please could you transfer the funds to the below account.Mrs J A TanseyAcc. No. 71591886Sort Code. 40-24-21You’ll also notice, I have attached the health check report where several items are in the red and amber. I believe Louise put aside the tyre repair kit for me to collect. Is there any chance you'd be able to send that to my address please?Could you send me a quote to have the brakes remediated please?Thank youJessica________________________________________From: Steve MoateSent: 11 October 2025 15:50To: Jessica BrittainSubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Jessica,I am sorry to hear that. Please do keep me updated.The Land Rover digital systems are still down. We have been advised that LR are slowly trying to re-establish digital connections with the retailer network but this is taking longer than anticipated.I do apologise for the delay.SteveSteve 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.From: Jessica BrittainSent: 11 October 2025 11:13To: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,I have roadside assistance coming out to me again today as I have the smell of exhaust fumes in the vehicle.Are you able to provide me an update at all please?Thank youJessicaSent from Outlook for iOS________________________________________From: Jessica BrittainSent: Monday, September 22, 2025 11:10:11 AMTo: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Steve,Thank you for your email.I appreciate the cyberattack situation so understand it may take longer to resolve. Please do keep me updated.Thanks againJessica________________________________________From: Steve MoateSent: 22 September 2025 11:02To: Jessica BrittainSubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Jessica,Thanks for the answers.Firstly I am really happy that the works have all been covered under the warranty that came with the car. Secondly (more so when issues like this do arise) I am happy that you have been able to continue with your day to day activities with the use of a loan car.You may have read in the news that LR were unfortunately hit a cyberattack. This has knocked out a fair few of our systems so in this instance we would usually raise a CRC case with Land Rover, explain the situation and ask for the warranty to be covered for an additional 12 months as a goodwill gesture. This line of communication is down at the moment but the moment this line is re-connected we will raise a case and send it through to them for review.At this time I cannot give you a timeframe on this. Land Rover are working 24/7 to resolve the issues and re-establish our communications.I have flagged your email on my system and will raise a case immediately upon notification we are able to do so.Many thanks,SteveSteve Moate Used Car Sales ManagerChelmsford Land RoverT: 01245 611 111E: StevenMoate@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Cuton Hall Lane | 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: Jessica BrittainSent: 22 September 2025 10:52To: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,Thank you for your swift response.Please see below answers to your questions in red.1. If any of the below works you have physically paid for or was it all covered under the warranty on the car? - I have not paid for any works carried out2. Whilst the car was in the workshop, was a courtesy car provided for you? - I was provided a courtesy car3. Finally, how many days were you without your vehicle whilst the repairs were being carried out? - When required a courtesy car, I was without my vehicle for 10 days and 31 days individually.Thanks again.Jessica________________________________________From: Steve MoateSent: 22 September 2025 09:43To: Jessica BrittainSubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Dear Jessica,Thank you for your email yesterday. I am very sorry to hear of the issues you have experienced with your car.Before I speak to Taylors, could you tell me please come back to me with the answers to the below:1. If any of the below works you have physically paid for or was it all covered under the warranty on the car?2. Whilst the car was in the workshop, was a courtesy car provided for you?3. Finally, how many days were you without your vehicle whilst the repairs were being carried out?I appreciate the questions above but I need to gather an understanding of all the facts before I can sit with my peers and discuss the situation in more detail.Once more, I am very sorry for the issues you have experienced. It is never easy to read about experiences such as yours.Many thanks,SteveSteve Moate Used Car Sales ManagerChelmsford Land RoverT: 01245 611 111E: StevenMoate@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Cuton Hall Lane | 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: Jessica BrittainSent: 21 September 2025 19:22To: Steve MoateSubject: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Dear Steven,I am writing further to the purchase of the above vehicle from your dealership on 16 January 2025 at a price in excess of £27,000.Since acquisition, the vehicle has proven to be consistently unreliable and has required roadside assistance on four separate occasions. Specifically:• Replacement of a timing chain sensor.• Replacement of the timing chain itself (this and the above incident occurred within the first 12 weeks of ownership).• Replacement of an air mass meter/sensor.• A further unresolved fault, currently under investigation.On each occasion, the vehicle has been transported for diagnostics and repair to Taylor’s in Dunmow.In addition, during the health check of the vehicle prior to it being released back to me after the replacement airflow sensor, it highlighted that the tyre sealant expired in 2024 which was before I purchased the vehicle. I appreciate this is in the process of being resolved, however, this negligence evidences the failure to diligently carry out quality and safety checks prior to the sale.Legal PositionUnder the Consumer Rights Act 2015, a vehicle must be of satisfactory quality, fit for purpose, and as described. Given the frequency and severity of these mechanical issues, it is evident that the vehicle supplied does not meet the standard of quality reasonably expected, particularly in view of the substantial purchase price.My position is that trust in the vehicle’s reliability has been materially undermined. A customer in my position would be entitled to pursue more formal remedies under statute, including rejection of the vehicle or a claim for damages.Proposed ResolutionHowever, rather than pursuing what would inevitably be a lengthy and costly legal process, I propose a straightforward and pragmatic resolution:That Lookers Chelmsford extend the existing warranty by a further 12 months at no cost to myself.This represents a proportionate and reasonable outcome that avoids unnecessary escalation, while giving me a degree of reassurance in the product supplied and protecting Lookers’ reputation as a retailer.Next StepsI trust this matter can be resolved amicably. Please confirm your agreement to the above proposal in writing within 14 days of the date of this letter.Should I not receive a satisfactory response within that timeframe, I will have no alternative but to take further advice and consider escalating this matter through the appropriate legal and regulatory channels.Yours faithfully,Jessica Tansey

I recently purchased an approved used Range Rover Velar from Lookers Land Rover Chelmsford. The cost of the vehicle was £35k. On test driving the car, the electric boot lift was not working and the steering wheel was out of alignment. I did make the salesman aware. I collected the car late afternoon the day after the test drive. The electric boot lift was still not working, but I was told by the salesman that it would sort itself once I had driven the car around. On the way home the steering wheel was still out of alignment. I contacted Lookers booking line to get the faults looked at and I was told that it could not be fitted in at Lookers Chelmsford until late December. I explained that this was not acceptable and I was told that there may be availability in London or Bishops Stortford, but the they would prefer it was taken back to the Chelmsford dealership. I live in Suffolk, so nowhere near London or Hertfordshire. I was then given the Jaguar Land Rover Client Care telephone number to make a complaint. I called the Client Care number and they could not even find me on their system as the new owner of the vehicle, despite this call being made 2 weeks after I had purchased the vehicle. I was asked to email them my V5 which I did and they then contacted another Landrover Dealer - Group 1 in Norfolk which is close to where I live to get my vehicle booked in sooner to get the faults looked at under warranty. I was given the number for Group 1 Land Rover in Norwich who helpfully assisted in getting my car booked in with them on 01st December. The Land Rover Client Care member of staff told me that he would email the Service Manager at Lookers Land Rover in Chelmsford requesting he call me to discuss why an approved car had been released to me with the faults that I had already highlighted. This was 12 days ago and to date I have not received any call from anybody at Lookers Land Rover in Chelmsford. I would expect a better level of customer service from Lookers Land Rover. The above is a review I have placed on Trustpilot.

I purchased the above vehicle from you on 15 January 2025 for £28,375.50, financed through Land Rover Financial Services.As you are aware, I reported a recurring fault with the infotainment system on 24 March 2025. The vehicle has since been returned to your workshop on two occasions, but the fault persists and remains unresolved.I appreciate the efforts that have been made, but it is now clear that this issue is not being rectified. I therefore need to consider my position under the Consumer Rights Act 2015, which gives me the right to a price reduction or final rejection if a fault cannot be repaired satisfactorily after one attempt.I am keen to avoid escalation through Land Rover Financial Services or the Financial Ombudsman Service, and would prefer to reach a fair and pragmatic resolution with you directly. Options might include:• A refund of part of the purchase price to reflect the ongoing defect, or• A goodwill payment/contribution to reflect the inconvenience, or• Exploring an alternative vehicle or replacement arrangement.I would welcome your proposal within 14 days so that we can resolve this amicably and without the need for formal escalation.

Between September and October 2025 my Range Rover was repeatedly misdiagnosed and inadequately repaired by Land Rover Chelmsford.I initially reported loss of power, shuddering and “restricted performance” warnings, providing video evidence. The dealership returned the vehicle saying the fault could not be replicated. Soon after, the same fault recurred and Land Rover Assistance attended, immediately diagnosing a failed throttle body / turbo inlet component a known mechanical issue they routinely replace under warranty.When I returned the car to Chelmsford I was later charged around £500 for replacement of the same part. However, when inspected, the throttle body remained broken for the identical fault and the fitted component did not appear to have been replaced at all. I provided photographs to Ruby showing this and requested a full refund.Ruby later stated that the extended warranty had “declined” the repair because a plastic clip was broken rather than a failed mechanical component. Yet when Steve in the service department checked the system in her absence, he confirmed there was no record of any warranty refusal. The explanations I received were inconsistent and unsupported.As a result, I suffered two breakdowns, multiple visits, and unnecessary cost for work that should have been completed and covered under warranty. After repeatedly chasing up both Steve and Ruby for a response from the service manager as advised no one every came back to me.

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.