Good afternoonI am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Mr Marc CohenRegistration: AY25ORTInception Date: 01/03/25Date Of Complaint: 23/12/25Goods Details: 1 LAND ROVER RANGE ROVER EVOQNew/Used: NewMileage At POS/POI: 0Current Mileage: 9000Agreement Number: 579036116The customer has advised us of the following fault/s ;• Roof glass on passenger side vibrating• Dashboard noise• Front doors noiseAt 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.This 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.

Prior to our conversation, I’m am writing in with my complaint. I purchased a Land Rover evoque reg: LR69LCJ in late December and picked it up in early January 2025, there were some delays due to it not being right to leave the showroom at the time of purchase. I believe I paid around 24,995 for the car. After day 2 or 3 of driving the car, the engine light came up, this concerned me greatly as I’d just returned a vehicle of the same age and model due to the same issue. I took it back and told them about my concerns. They told me they will sort it out. It was returned to me and then other issues arose. The chair kept locking me in. I have the chair close up to the pedals as only 5ft 2, sometimes the chair wouldn’t go back to let me out. This was very difficult for me as I have a tumour that has returned on my thigh bone. To get out of. That chair was like being a contortionist and the pain due to the tumour was excruciating. The screen kept flickering and also would not stay connected to car play. My car went back more times than I can remember. I live in London and I kept having to drive to Colchester to return the car. This was added pressure on me and my health issues.Eventually they started to collect the vehicle from my home and deliver it back to me.They were waiting on a back order for some leads for the console but said it may need a new one. Thur replaced the leads and told me it was all fixed. As soon as I drove the. Car, the console started to disconnect whenever I went over a bump in the road so it was not fixed. The car would also randomly brake when there was no other car in front of me, this happened several times and I think was very dangerous if I had had a car behind me. They couldn’t find the issue. This didn’t meant it wasn’t happening, I have enough going on in my life than to make up silly issues and this is the impression I was given toward the end, like I was imagining it. I had asked for a replacement car or refund early on in fact as soon as the first issue showed itself 3 days after collection.This was turned down and I was told all issues will be fixed. This did not happen despite the car returning many times for a check over. In the end I could see that the warranty was coming up and I’d be left with a car with multiple issues to fix. I decided to get a car on Motorbility to avoid stress which would exacerbate my cancer. I spoke to the head of finance and asked for the 10th or so time for a refund. He said no as they had fixed the issue. They had not and I have video proof the console was still not working. He said he’d buy the car from me. I recieved £9000 less than I paid for that car and I’d had it for 9 months so the car had depreciated in value by £1000 pounds per month? I feel l shoudve been paid more for my car but I was in a rush as my entitlement to get a Motorbility car was due to run out the following month and I felt too ill and stressed to fight. I am now asking you to look at this for me please as even though I wouldn’t be necessarily get a full refund, I think I am owed more than what I was paid in the space of 9 short months of owning the car and the amount of time they had the car for. Not to mention the stress of going back and forth, it wasn’t fair, I expected a better experience from Land Rover, you are the most prestigious make in the Uk. I hope that you can help me with the resolution I’m looking for which is more money as I believe I was truly short changed and caused unnecessary stress while very ill.

Vehicle booked in for sensor replacement. Despite advising of the issue LR Colchester did not order part which could have fitted in conjunction with recent first service. The delay between advising of fault and today is unacceptable - The tracking data/app provided on SMS by service department is ineffective as no progress was evident in 8hrs - as a result of not seeing progress on the tracker i called the service department only to be told the part ordered was faulty (I am unconvinced of the truth of that statement) The time is now 16.15, I have several meetings diarised for tomorrow and now have to make arrangements for a replacement vehicle - I question if I had not chased for an update whether or not I would have been contacted, apparently a replacement part has been ordered and is to be fitted tomorrow. The service advisor informed me that the vehicle had been booked in for two days, this came as a complete surprise to me as i would firstly questioned why so long for such a minor repair and secondly had I agreed for a 48hr loss of my vehicle I would have made arrangements for a replacement vehicle. After recovering my vehicle i will not be returning to this dealership.

I brought my hybrid car in for works to resolve intermittent EV mode. Car would not start or run in EV mode on demand, ie, when it is needed. Having first waited for 6 weeks for an appointment, Land Rover Colchester failed to attend to the matter despite the car being on site for 2 days. Clearly no attempt was made to resolve or even investigate the fundamental fault of a hybrid car that won't run in Hybrid mode. A software update was performed which was incidental to the main reason for works. A secondary issue of intermittent fault with sat nav could not be fixed inside two days and I am required to wait another 2 months for any help. By February, this car will have been without hybrid mode for 4 months of its 14 month life: that's absolutley shocking but not as shocking as the attitude from LRC, which is to deflect, defer and any other way bypass any responsibility for the fact they (LRC) have cocked up. (apols for language).The attitude from LRC is deplorable. There has been no attempt to resolve the matter in a timely manner and, tellingly, no contact from any senior management to take control of this situation before this point and effect a meaningful solution. A shocking shambles.

Good Morning JamesThank you for your email,As the warranty is non regulated this would not be something our team would deal with.@Customer Feedback – please could you arrange for this to be logged and referred to the dealership.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: James HuntSent: 05 December 2025 09:15To: F and I ComplaintsSubject: FW: Land Rover Colchester Important UpdateGood morning,See below.Thank you,James Hunt Business ManagerLookers Land Rover ColchesterT: 01206 216 900E: JamesHunt@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: Efy DinSent: 05 December 2025 08:40To: James Hunt; Brandon MurraySubject: Re: Land Rover Colchester Important UpdateExternal Sender: Confirm legitimacy before acting.Dear James/Brandon,Thank you for your email and for forwarding the RAC warranty documents.Having reviewed them, I must raise this as a formal complaint regarding how the additional year of warranty was sold to me when I purchased my Range Rover Sport from Land Rover Colchester in December 2024.At the time of purchase, I was informed that the extra year of cover would continue the protection provided by the Land Rover Approved Used Warranty, including important benefits such as the use of a courtesy car during warranty repairs. It was on that basis that I agreed to purchase the additional cover.I was not told that the second-year warranty would be a third-party RAC product with significantly different and more limited benefits, nor was it made clear that the courtesy car provision available under the JLR Approved Used Warranty would not apply. Had this been properly explained, I would not have agreed to buy this product.The salesperson who handled my purchase has since left the business, which makes it difficult to clarify what was communicated at the time. However, under FCA rules, the responsibility lies with Lookers, as the regulated firm, to ensure that all insurance products are sold in a manner that is clear, fair and not misleading (ICOBS 2.2). The discrepancies between what I expected and what was actually sold indicate that the product was not accurately represented, constituting a potential breach of the Consumer Protection from Unfair Trading Regulations 2008 and the Misrepresentation Act 1967.I purchased the additional cover in good faith to maintain the same level of Land Rover warranty protection for the second year. In light of the above, I request:• Cancellation of the RAC warranty and breakdown products; and• Replacement with a JLR Approved Used Warranty, or an equivalent manufacturer-level warranty that includes courtesy car provision during warranty repairs, reflecting the cover I believed I was purchasing.To assist in resolving this matter, please provide copies of the order form, any documentation provided to me at the point of sale, and any internal notes or records relating to the sale of the warranty.Please confirm that this has been logged as a formal complaint and that I will receive your final response within the FCA’s required timeframe.I look forward to your prompt resolution of this matter.FYI: I contacted gdpr@lookers.co.uk on Monday the 1st of December, as advised by you but I still have had no reply from them.Kind regards,Regards,Mohammed Din________________________________________From: James HuntSent: 01 December 2025 16:42To: Brandon MurraySubject: Land Rover Colchester Important UpdateGood evening valued Customer,I hope you're doing well. I wanted to inform you that Evie Bond has recently left the business. As a valued client, we want to ensure a smooth transition for you. Moving forward, either myself or Brandon Murray (who is cc'd on this email) will be your primary point of contact. Should you need any assistance, feel free to reach out, and we’ll be happy to direct you to the right resources.Thank you for your continued partnership, and please don’t hesitate to contact us with any questions.Best regards,James Hunt Business ManagerLookers Land Rover ColchesterT: 01206 216 900E: JamesHunt@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.

Discovery Sport PHEV – original Reg No. EN71 TZW – private Reg No. V8 VUK (“the Discovery”)Further to our telephone conversation, please find attached pictures of my V5C. I should be grateful if you could please update your records to show that I am the owner of the Discovery. I also confirm that my contact number is 07947 280082.Due to the various attachments, this email is being sent in 3 tranches.As discussed:1. I purchased the Discovery from Lookers Colchester (“LC”) and took delivery of it on 11 September 2025.Unfortunately, on the evening of 13 November 2025 i.e. 2 months and 2 days later, the Discovery developed a fault. The EV stated that it was temporarily unavailable. I also had the following issues:(a) a large amount of water poured out the nearside tailgate (it seemed to come out from within the tailgate); and(b) I had problems with the Android Auto. There was no sound and this was an issue regardless of whose android phone was connected.2. I contacted LC on 14 November 2025 and spoke with person who sold the Discovery to me, Kim Whymark, who said that he would have a lady from their after sales team contact me with regard to getting the vehicle brought in. I believe her name was Siobhan. As I had not heard from anyone for a few hours, I contacted LC (this was appropriately 16:31) and left a message asking for this lady to contact me.Unfortunately, I had heard nothing further and so I sent an email to Kim on 17 November 2025 (see attached). At this point there was a further issue which was a “clonking” sound from under the car when going over rough roads.Kim was out of the office and it wasn’t until the following day, 18 November, when I received a call from Siobhan at 11.10 a.m. I informed her of the problems I had and Siobhan informed me that:• if I required a courtesy vehicle, I would not be able to book the car until mid-January 2026;• if, however, I did not require a courtesy vehicle then the vehicle could be booked in in mid December 2025; and• that I could possibly make enquiries of other garages.Given that the Discovery was purchased some 2 months (during which time I was on leave for 2 weeks and so had used the Discovery only for a period of 6 weeks) I was surprised that LC were not prepared to have the Discovery come into the garage sooner. This was a case of a number of faults having developed within a very short period after purchasing the Discovery and, given that LC is an approved JLR garage, I expected a higher level of attention. Instead, it felt as though there was no customer care or support, now that the Discovery was sold.3. On 18 November 2025 as I was passing by Lookers in West London (“LWL”), I popped in to see if they had, by any chance, any earlier availability. They confirmed that they could get the Discovery booked in for 16 December but that there would be no courtesy vehicle available. As LWL is a short tube journey from my home in West London, I was not too concerned about not having a courtesy vehicle for a short period of time, despite the fact that a vehicle was important as my sister in law is in hospital and we have been to see her every day since she was critically ill. I therefore made the booking.4. However, on 21 November 2025 it became clear that the problems with the Discovery was getting worse – while driving the Discovery it seemed to jerk. I therefore contacted Land Rover Assist (“LRA”) who sent out a person from the AA, Mick. Mick carried out a diagnostic and it was discovered that there were around 21 codes, one including the front radar which may have accounted for the jerking of the vehicle. The codes were cleared (but not before pictures were taken (attached)) to see whether this would resolve the EV issue, however, it did not. I have also attached the breakdown report.Given that the Discovery was used only for a period of 6 weeks, with there being 21 codes, this would have equated to 3.5 issues every week which may suggest that there is a serious issue with the Discovery.Mick informed me that a recovery vehicle would come out the next day between 8 a.m. and 9 a.m. and that I should receive a call from Enterprise with regard to a courtesy vehicle. Eventually, I was informed that Enterprise had a vehicle which I could collect that evening and which I did. It was a 72 plate Audi A5.5. On 22 November 2025 I contacted LRA and spoke with various people between the hours of 10.24 a.m. and 10.50 a.m. as no-one had yet arrived to collect the Discovery. I was informed that there was, a delay and that the Discovery would be collected at around 4 p.m. As I wanted the Discovery to be delivered to LWL and knowing that LWL was closed at that point, I asked that the Discovery be collected on Monday 24 November, in the morning.6. On 23 November 2025 I contacted LRA:(a) at 9 a.m. as I had noted that when turning the steering wheel to the left or the right of the Audi A5, there was a very loud clicking/clunking sound which vibrated through the steering column. Also the oil service light had come on. I informed LRA of this and was put on hold. When the person dealing with my call came back, they informed me that Enterprise would contact me.(a) At around 1.07 p.m. as I had not heard from Enterprise with regard to the A5, I contacted LRA again. I was put on hold again and the person handling my call came back stating that an alternative vehicle had been sourced and Enterprise would be contacting me in the next hour.(b) An hour and half later, as no-one had still contacted me and, at this point a flatbed truck had come to collect the Discovery, I contacted LRA once more. I was informed:• That the person was indeed collecting the Discovery. This was contrary to what I had asked for the day earlier and I had not been informed that the position regarding collection of the Discovery had been changed. I also discussed with the person who was collecting the Discovery the fact that LWL would be closed and was told that the vehicle would be kept on their secure compound in St Albans and would be delivered to LWL the following morning, 24 November.• I was then put through to Enterprise who informed me that:o They had no knowledge of the problems I had had with the Audi A5;o That the usual position would be that someone from the AA should come out to see if this was something which could be repaired on the roadside – I doubt that the repair is a roadside repair; ando That they would escalate the matter and have the area manager contact me.As at the time of this email, I have still not heard from Enterprise. I certainly do not think that LRA or anyone else should be charged by Enterprise for a vehicle which sounds as though it could have a serious issue.7. Today, 24 November, I was informed by the After-Sales Service person at LWL, with whom I had booked the Discovery for 16 December 2025, that the Discovery was not with them, that they are not able to take on any more vehicles and she did not know where the Discovery was. I therefore contacted LRA again who informed that the Discovery was with Group 1 in NW2.I contacted Group 1 later this afternoon who informed me that the only information they were provided with, in relation to myself, was my name and my email address. They did send to me an email asking for my home address and mobile number, but this was in my spam. I was surprised that LRA did not provide them with this information. I shall be writing to Group 1 and providing them with the faults and the pictures of the codes.In conclusion the level of customer care and communication during this process has been abysmal from start to end:1. it took LC 3 working days to contact me to simply say that they can do nothing for a period of 2 to 2.5 months, despite them having sold the Discovery to me 2 months and 2 days earlier;2. LRA failed to inform me that my vehicle would be collected on 23 November 2025 and then failed to inform me where the Discovery was dropped off at; and3. Enterprise has provided me with a wholly unsuitable vehicle. Furthermore, when informed that there was an issue with the Audi A5, have failed to either have an AA person attend to take a look at the fault or to get the vehicle replaced. They have effectively left me with a vehicle which I am not sure is safe to drive, certainly not for long journeys.This is not the level of service I expect from companies who are associated with/are main dealers of Land Rover.Given that the faults developed within 2 months and 2 days of taking delivery of the Discovery, and I had asked that the Discovery is repaired by the same group who sold the Discovery to me i.e. Lookers, I do not expect to pay any of the costs associated with the repairs to the Discovery. These are costs I would expect to be paid by Lookers.With regard to the Audi A5, I would like LRA to contact Enterprise and ask that they provide me with a suitable alternative vehicle without any delay or further inconvenience.I look forward to hearing from you and thank you for your assistance in advance.

Good afternoonI am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Mrs Linda PeaslandRegistration: WG69HWUInception Date: 15 November 2022Date Of Complaint: 10 November 2025Goods Details: Land Rover Range Rover EvoqueNew/Used: UsedMileage At POS/POI: 10406Current Mileage: 23897Agreement Number: 118587740The customer has advised us of the following fault/s ; Following from the previous complaint, the vehicle has been back into the Land Rover workshop for the 5th time with the exact issue as previous relating to the DPF. The vehicle went in on the 31 July 2025 for issues with a malfunction indicator light showing on the dash. They investigated to find mechanical damage to the DPF and a replacement was required. At this time they also found low pressure EGR cooler filter was restricted and leaks evident. They replaced the filter at this time also. The vehicle went back in on the 26 September 2025 and a new engine coolant sensor was fitted.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.

I had to wait one and half month for my car to repair after recall had been done in Colchester Land Rover then had same problem after a day from repair and now my car have problems all time because of them

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: Alan WardRegistration: OB04OBSInception Date: 17/02/2025Date Of Complaint: 05/11/2025Goods Details: Land Rover Discovery Sport Diesel SwNew/Used: UsedMileage At POS/POI: 0Current Mileage: 7489Agreement Number: 118576574The customer has advised us of the following fault/s ;o Smoke entering the cabin areao Complete loss of the power steering systemo Vehicle infotainment system faultso Electrical issues & dashboard display failuresAt 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 evening,I am very pleased with my purchase of another Evoque.Your salesman James Churchill was very efficient and the transaction was carried out smoothly. He explained the car to me and was very patient!ThankyouPauline Chumbley