I complained through this route previously in the absence of an email address to complain to, however, you simply passed my complaint back to the Colchester branch (who I have zero trust in following my dealings with them). On receiving their latest unsatisfactory response, I sent a further email on 12/3/26 asking them to pass back my complaint to head office as it was yourselves who I wanted a response back from. Sadly, rather unsurprisingly, I have had no acknowledgement back from them and no response from yourselves. I am copying my latest email to Colchester to you below and will await YOUR response please. If I don't hear anything in the next 14 days, I will make my complaint to the Motor Ombudsman, and place some 1* reviews on the relevant websites. Here is the email...Morning CharlieFirstly, from a complaints process perspective, I find it very strange that your head office simply pass my complaint back to you (the site being complained about) for you to respond. I wrote to them as I wanted their view on my concerns. So, rather than me go through the website form again, I'd like this response forwarded back to them please so that I can have a response directly from them.As for the technician's comments, there is a big difference between 2mm and 5mm, and it's very convenient to suggest that the wear is on the inner side (& therefore not visible from the outside). However, my local garage did a thorough check of the pads before stating that they just simply did not need replacing at this time or even in the near future. Your company's recommendation of this costly work was therefore simply unnecessary.This is a clear example of your company "upselling" other jobs whilst the car is on site. At best for you, this might have been an "advisory" and a suggestion that it was work that needs to be done in the future, but to have it listed as a red "urgent" item at a cost of £424 is simply misleading at best. Furthermore, the "upselling" of this item makes me as a customer question whether there was a need for some of the other items raised in the VHC, which is a sad place to be in terms of the trust between a customer & the dealer. In short, due to your company's actions, I now have no trust in your dealership and will never bring my vehicle to you again. At this stage, it has honestly made me not want to buy Land Rover again.As for the warranty aspect, again I would have thought that the Land Rover experience would have been more seamless, so that once a car is purchased at distance from another dealer, the customer then only has to deal with his or her local Range Rover site after the sale, so it's very disappointing to just be fobbed off back to them. Besides which I have no desire to chase them as it is not about getting recompense, it's more about wanting to be able to trust the information provided in a VHC, and also wanting a better customer experience all round (as per my previous emails to you).I will await a response from Lookers Head Office before I decide whether to push this further with the Motor Ombudsman.Mal Wilde

Good morning Charlie,Following yet another thoroughly unsatisfactory experience at Lookers I am writing to get some clarity.June 2024 - Lookers sold me a car with a faulty coolant system. After being told a couple of times that the falling coolant levels were due to "the hot weather", you finally took the car in for inspection in October 2024.January 2025, three months later, the car was finally returned with the coolant issue fixed, however the rear parking sensors and camera were not working. Initially Lookers tried to deny any responsibility, citing rodent damage. After pointing out that this was not an issue before it lay dormant in your enclosure for three months, you did rectify.September 2025 I booked the car in with a faulty headlight, I am told that there is fault within the unit and it will have to be replaced (£2,500), which is not covered under my Platinum Plus extended warranty Lookers sold me. It is of course and after pointing this out to your staff they sorted it out under the warranty. You have already explained that is falls outside of the remit of your Customer Care team, still a very poor customer experience nevertheless.January 2026 we book on for the 63k service. I have a service plan covering this service, yet you cite additional costs of c.£1,300 (a policy which you are yet to be able document/evidence and emac cannot explain).It has to be noted that you have apologised that your team falsified invoices to try and explain these additional costs, however this did little to lessen the impact of yet another poor customer experience.On the return of the car, there were 3 of the 5 lug nuts missing from the front driver's side wheel. Fortunately this was noticed before an accident was caused which could easily have resulted in fatality. You have now supplied replacement lug nuts (which I had to fit myself) but have provided no explanation how this could be allowed to happen.The 'after care' provided can only be described as terrible at best, bordering on negligence.There is a lot here that is still to be addressed and remains unanswered. Perhaps you feel the persistent empty apologies are sufficient, in which case we can escalate via the ombudsman.Regards,Fraser WilkieSent from Outlook for Android________________________________________From: Charlie GirlingSent: Tuesday, March 10, 2026 8:50:21 amTo: Fraser WilkieSubject: RE: January ServicePerfect, see you thenCharlie Girling Service ManagerLookers Land Rover ColchesterT: 01206 216 900E: CharlieGirling@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Axial Way | Colchester | CO4 5XBCONFIDENTIALITY 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: Fraser WilkieSent: 10 March 2026 08:49To: Charlie GirlingSubject: Re: January ServiceExternal Sender: Confirm legitimacy before acting.Thank you, I can do Friday first thing.Thanks,FraserSent from Outlook for Android________________________________________From: Charlie GirlingSent: Tuesday, March 10, 2026 7:57:08 AMTo: Fraser WilkieSubject: RE: January ServiceGood MorningSorry for delayI have parts in my office ready to pop on, when suits you to come in?Charlie Girling Service ManagerLookers Land Rover ColchesterT: 01206 216 900E: CharlieGirling@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Axial Way | Colchester | CO4 5XBCONFIDENTIALITY 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: Fraser WilkieSent: 06 March 2026 14:32To: Charlie GirlingSubject: Re: January ServiceExternal Sender: Confirm legitimacy before acting.Any update on this, it's been two weeks?Thanks,FraserSent from Outlook for Android________________________________________From: Charlie GirlingSent: Friday, February 20, 2026 2:36:26 pmTo: Fraser WilkieSubject: RE: January ServiceOk thank you for letting me know,Let me get 3 new nuts organised, then I will get you in to replace & check the car overCharlie Girling Service ManagerLookers Land Rover ColchesterT: 01206 216 900E: CharlieGirling@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Axial Way | Colchester | CO4 5XBCONFIDENTIALITY 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: Fraser WilkieSent: 20 February 2026 14:12To: Charlie GirlingSubject: Re: January ServiceExternal Sender: Confirm legitimacy before acting.Nothing has happened. I've used the nuts from the spare wheel (which is now in the boot) so that the car can be used. There are still 3 nuts missing (standard, not locking).Sent from Outlook for Android________________________________________From: Charlie GirlingSent: Friday, February 20, 2026 2:08:01 PMTo: Fraser WilkieSubject: RE: January ServiceHi Fraser,Apologies no-one had called you back & sorry to here of the concern on the vehicleHave the nuts been replaced since or does it still need to come in? If so could you pop in with it so we can take a look?Charlie Girling Service ManagerLookers Land Rover ColchesterT: 01206 216 900E: CharlieGirling@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Axial Way | Colchester | CO4 5XBCONFIDENTIALITY 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: Fraser WilkieSent: 20 February 2026 09:39To: Charlie GirlingSubject: January ServiceExternal Sender: Confirm legitimacy before acting.Good morning,I called last Saturday (14th) to report that recently there had been a noise when driving, which got progressively worse, to the point when we stopped using the car completely. When investigating what could be causing this we discovered 3 of the 5 lug nuts from the drivers side, front wheel missing.There was no one who could speak to me last Saturday l, so I was told I would get a call back. Obviously, being Lookers, this hasn't happened and I'm still waiting.Thanks,Fraser

Dear Customer Care,I am writing to raise a formal complaint regarding the accuracy of a Vehicle Health Check carried out by Lookers Land Rover Colchester on my vehicle, registration KW70 BYP. I purchased this vehicle from Stratstone Slough in May last year, so have had the car 9 months and have completed 6000 miles.I booked the vehicle in at Lookers Colchester on 3rd Feb 2026 for them to look at a couple of small concerns I had. Firstly, the automatic gearbox was rev'ing a little high in the lower gears & occasionally sticking in a gear. They ran the diagnostics and no codes were produced, so ultimately explained that away as "normal" behaviour. Secondly, the passenger side trim on the bonnet was loose and therefore vibrating. I was informed that the trim would not be covered under the warranty, so I had stated clearly upfront that I would be happy for them to simply pad it to stop the vibration, rather than replace the part, which I understood from my research to be possible. Sadly, they simply added this as a new part needed on the VHC at my cost.The main reason for my complaint is that as part of the VHC that I subsequently received, I was advised that my rear brake pads were at 2mm and required urgent replacement at a cost of £424.90. There were other urgent items needing attention on the VHC with the overall total coming out at £1263.22 (disappointingly none of which was covered under my Used Approved Land Rover warranty).As I had concerns regarding the extent and cost of the work, I sought a second opinion from an independent VAT-registered garage. Their findings (invoice attached) confirmed:Rear brake pads measured at 5mm (not 2mm per Lookers), so not needing replacement - See Technician Comments.The wing mirror indicator fault was repaired with a new Land Rover LED strip at cost of £116.90.FYI, I had also earlier had the tyre (noted as requiring urgent replacement) fitted by a local tyre specialist at a cost of £280.So ultimately, I ended up paying £396.90 versus the £1263.22 quoted by Lookers.Rather frustratingly, I am told by the Warranty Company that had the mirror indicator fault been found at MOT, it could potentially have been picked up under the MOT warranty. However, because I took it in of my own free will for other investigations, and the fault was found as part of the "free health check" (which I didn't ask for!), it is NOT covered under the Used Approved Warranty, which makes no sense to me. The warranties have therefore been of no help to me as it stands, which is not what I expected of a Land Rover Used Approved Warranty.For your information, shortly after the VHC was sent to me, I did ask for clarification from Lookers Colchester on a few points (which should have prompted an urgent response given the fact that all of the items were "red - urgent"), but I received no response. When I complained to them, the Service Manager took no responsibility for any of my complaints, merely offering the excuse that the lack of response was due to an individual being "in and out of the office" over that period! Ultimately, I never received a response to those questions, so I just went ahead and got the work done by a trusted local VAT registered garage.Anyway, back to the unnecessary brake pad replacement recommendation made by Lookers Colchester. This is not a marginal difference in interpretation - brake pad thickness is a measurable safety-critical item. A discrepancy of this scale calls into question the accuracy of the inspection and the recommendations made.I therefore request:1) A full explanation of how the 2 mm measurement was obtained.2) Confirmation of what checks and quality controls are in place for Vehicle Health Checks3) A formal written response as to how this matter will be addressed4) Details of your internal complaints escalation procedureGiven that this concerns the reporting of safety-critical components and the recommendation of unnecessary work, please treat this as a formal complaint.If I do not receive a satisfactory response, I will refer the matter to The Motor Ombudsman, as this issue relates to service standards and misrepresentation of vehicle condition.I look forward to your prompt response.Yours sincerely,Mal WildeNOTE: I wanted to attach invoice from my VAT registered garage showing Technician comments re the brake pads, but no option to, so can supply on request by email.

The customer has advised us of the following faults ;• Water leaking into the vehicle through the windscreen area, particularly via the rear-view mirror housing.• Pool of water collecting in the front footwell after rainfall.• Water dripping onto the central console while driving.• Extremely loud noise from the front air vents, likely due to internal water ingress.• Structural issue identified with the windscreen — Land Rover Assist confirmed the windscreen was not fit for purpose and required replacement.• Severe smell of mould and damp forming in the cabin due to prolonged water ingress.• Potential electrical risks due to water entering vehicle interior.• Fault with the AdBlue system.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.Good morningI 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 investigationfrom JLR SQD

Dear Sir or MadamLate last week I visited your Colchester Land Rover dealership with the view to purchase a used vehicle. The salesperson was very helpful, and we found, and test drove, a vehicle which appeared to tick all the boxes.I wanted to finance the vehicle but was told I could not arrange my own finance and would need to use the finance arranged directly by the dealership. The finance I could access ranged from 6-8% APR, yet the finance the dealership offered was 11.9%. I requested that I arrange my own finance but was flatly told this was not possible, I could either pay outright or arrange a personal loan and pay directly. I did not want to do either of these options as I wanted a PCP deal.Even worse was the fact the disclosure showed a commission due to the dealership of nearly £3000. I believe this is an unfair business practice towards a consumer and I would like to complain about this. I understand the complaint process must be raised with the dealership directly and if not resolved then I can complain to the FCA. By restricting how I can obtain PCP or HP finance the company has unfairly increased the APR in favour of the dealer, no choice has been offered or was available and this is unfair to the retail consumer.RegardsPaul RaynerPaul Rayner FCCA

My vehicle has been in with looker Landrover Colchester today for a security recall. I've just made it home to find one of my keys falling apart. This is my spare key which I know was not in that condition when I handed it over this morning and having only recently purchased the car I am certain it was not damaged prior to the visit.

Hi - I purchased 'AY24OUG' from LR Colchester so you'll have the details here. I don't wish to make a complaint as such but post sale, I had the wheels painted at the dealership however, on 2 of the wheels the paint has just fallen off. I have pictures. I have tried to get this resolved through 'Evie Bond' however, understand she is no longer at the dealership so have not got anywhere. Can this please be looked into. I want to purchase a new LR in the next 9 months so hope to have a good experience here. Thank you.

I telephoned to enquire about RR LWB .. we currently have a 2020Swb model asking if you had one I could view, the gentleman was very helpful on the phone and said I could come and take a look . Today I did, initially it all seem great … but very quickly I realised the salesman was giving a vibe which came across as I might be wasting his time . The aim for me was to gather as much info as possible to report back to my MD in view to starting the process of upgrading our RR. I did not react to his dismissive attitude… and we politely finished! I have come away feeling very disappointed with the experience!!!!

Good afternoon,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: Chloe JacksonRegistration: TA22RDSInception Date: 25th February 2025Date Of Complaint: 27th January 2026Goods Details: Land Rover Range Rover Evoque HatchbackNew/Used: UsedMileage At POS/POI: 25812Current Mileage: 35987Agreement Number: 118629453The customer has advised us of the following faults;→ EV mode fault (reported 27/02/25)→ Kick boot feature not working (possible wiring fault)→ Rear window detaching from panel→ Front parking aid inoperative→ Concerns around incorrect diagnosis at point of sale→ Concern that reported faults were not properly investigated shortly after purchaseAt 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.Carri DaviesComplaints ManagerComplaintsTransport Customer Services | Consumer Lending COOLloyds Banking GroupThis email is 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.Jaguar Financial Services and Land Rover Financial Services are trading styles of Black Horse Limited.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.Jaguar Contract Hire and Land Rover Contract Hire are trading names of Lex Autolease Limited;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 related regulated and insurance mediation activities.

I had my car for regular service (oil change) and airbag recall on 29.01.2026. The car was working perfectly and no error/warning was identified during servicing.After I collected the car I drove it less than 20 miles and, on 31.01.2026 it started showing multiple warnings, the car started using only ICE, irrespective of the selected mode and HV battery change level, and multiple systems were disabled such as: EV mode, all ESP modes, regenerative braking, emergency braking, lane assist, parking sensors, automatic parking brake.I called Looker JLR Colchester to have my car checked and I was offered a slot in 1 months and a half. After showing my disappointment I was offered a slot in 10 days operator saying that's the best they can do.I'm very disappointed in the way/urgency those immediate after service issues are dealt with. I expected same day or day after slot to be found. Especially since I brought in a perfectly working car. I do not exclude a possible normal fault developed within this period but I would say the likelihood is very low. And since it could be related to the service provided it think it should be treated with urgency.