please can I have an update on my complaint, 83770812

Refund of £2,000 Deposit (Receipt 1590021124

Hi,I hope you are having a good week,I would like to raise a formal complaint regarding the service I have received at Lookers Land Rover West London during the purchase of my Range Rover Autobiography.Rather than writing everything out in a long email, I would like to discuss this with someone over the phone. To be honest, the service has been extremely poor to non-existent with some major failings. It has delayed my car build and collection, wasted a huge amount of my time, and even after speaking with the manager, Rob Love, things still haven’t improved. It is shocking to experience this level of service from a brand like this, especially considering the vehicle I am purchasing.I do want to add that if it wasn’t for Matt at the Range Rover Studio VIP Handover Centre, I would have been completely lost, he has been great. I know my case has apparently been discussed between Land Rover and Lookers, but because the service is still not getting any better, I have no choice but to now raise this formally.Please contact me as soon as possible. I am completely fed up with this process and I want this complaint actioned and looked into immediately.Many thanks,William

Dear Dealership Managers,Dear Head Office Team,I am writing further to my previous correspondence regarding the issues with my recent vehicle purchase, which to date has not received a response.I appreciate that matters can take time to review; however, given the length of time this situation has already been ongoing, I am concerned by the lack of acknowledgement or update.For clarity, my concerns relate to:• The vehicle being supplied with only one key, which was not disclosed until the point of collection and payment.• Ongoing delays and difficulty obtaining clear communication.• The vehicle being returned after initial retention without the reported issues resolved, and with additional damage noted.• A further extended period of approximately 25 days during which the vehicle was retained to address the key and paintwork concerns.• The inconvenience and disruption caused throughout this process.I have remained patient and have sought to resolve matters directly and amicably. However, I now require a clear written response setting out:1. Your position on the issues raised.2. The steps you propose to take to bring this matter to a satisfactory conclusion.3. A realistic timeframe for resolution.I would appreciate a substantive response within 7 days so that this can be concluded promptly. I sincerely hope escalation will not be necessary, but if I do not receive an appropriate reply, I will consider pursuing the matter through formal external channels.I look forward to your prompt attention to this matterKind regardsIlyas MusaDirector1-3 Coventry Road, Ilford, Essex, IG1 4QRTel No: 0208 518 2500________________________________________From: IlyasSent: Monday, February 23, 2026 14:30To: Nicky AreagoSubject: Re: KT73BNL - Key CodingHi NickyThanks for arranging the car delivery on Friday evening,I have to say I'm very disappointed there are still several issues with the car.I am writing to formally raise a complaint regarding the vehicle I purchased from you on 14th October 2025, as my experience to date has been extremely disappointing and remains unresolved.Below is a summary of the issues:1. Single Key Not DisclosedI was not informed prior to purchase that the vehicle was supplied with only one key. This only came to light when I attended to make payment and collect the car. This should have been clearly disclosed beforehand.2. Delay and Lack of CommunicationFollowing collection, I raised concerns regarding the key and other matters. Despite several phone calls over a six-week period and an email sent to Shaqueel which remains unanswered, there was no satisfactory communication.3. Vehicle Returned Unrepaired and DamagedThe vehicle was collected and kept for four days to address the issues. It was returned not fixed, and additionally with a dent and a broken light, which were not present beforehand.4. Vehicle Retained for 25 DaysThe vehicle was subsequently collected again and retained for 25 days to rectify the key issue and carry out spray work. This length of time is unreasonable and caused significant inconvenience.5. Further Issues on ReturnUpon return:o The sidesteps no longer function.o The key provided does not have a blade.o Although the spray work was completed, the PPF film was not applied. I understand the body shop was aware this was required and was awaiting authorisation, which appears not to have been provided.This ongoing situation has caused considerable inconvenience and frustration. I have been without proper use of the vehicle for extended periods, and the standard of service has fallen well below what I would reasonably expect.I now require the following to be addressed urgently:• Provision of a fully functional and complete second key (including blade).• Repair of the sidesteps.• Application of the agreed PPF film.• Confirmation in writing of how and when these matters will be resolved.• A suitable compensation offer for my inconvenience.Please treat this as a formal complaint. I expect a written response within 7 days setting out your proposed resolution. Failing this, I will have no option but to consider escalating the matter further.I look forward to your prompt response.Kind regardsIlyas MusaDirector1-3 Coventry Road, Ilford, Essex, IG1 4QRTel No: 0208 518 2500________________________________________From: Nicky AreagoSent: Friday, February 20, 2026 13:58To: IlyasSubject: RE: KT73BNL - Key CodingDear Mr MusaWe are ready to drop your car back to you. Could you please let me know if we are dropping it back to your home address or office.Also, your car is due its service in 112 days.RegardsNickyNicky Areago Senior Service AdvisorLookers Jaguar Land Rover West LondonT: 020 8938 1300E: NickyAreago@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 6 Wave Trade Park, Concord Road | West London | W3 0BFCONFIDENTIALITY 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: Nicky AreagoSent: 20 February 2026 11:00To: IlyasSubject: RE: KT73BNL - Key CodingGood morning Mr MusaYour car is now back with us.We will be dropping it back to you before 6.00pm.Once again please accept my apologies for the length of time this repair has taken.RegardsNickyNicky Areago Senior Service AdvisorLookers Jaguar Land Rover West LondonT: 020 8938 1300E: NickyAreago@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 6 Wave Trade Park, Concord Road | West London | W3 0BFCONFIDENTIALITY 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: Nicky AreagoSent: 19 February 2026 08:36To: IlyasSubject: RE: KT73BNL - Key CodingGood morning Mr MusaThe car will be delivered back to us tomorrow afternoon and I will try and get it back to you by the end of the day.RegardsNickyNicky Areago Senior Service AdvisorLookers Jaguar Land Rover West LondonT: 020 8938 1300E: NickyAreago@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 6 Wave Trade Park, Concord Road | West London | W3 0BFCONFIDENTIALITY 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: IlyasSent: 19 February 2026 08:20To: Nicky AreagoSubject: FW: KT73BNL - Key CodingExternal Sender: Confirm legitimacy before acting.Hi NickyCan I have an update on when I’m going to get my car backKind regards

Dear Mr Currie,**Re: Land Rover Range Rover Evoque – Registration SA23 RAA**Chassis Number: SALZA2AN7PH226390I am writing to formally raise a complaint regarding the serious and ongoing issues with my above vehicle, and the handling of this matter by Lookers West London.On 15 November 2025, when the vehicle had covered only 12,925 miles, it broke down in central London. The engine management light illuminated and the car began to judder severely. I contacted the AA for assistance. The attending technician connected diagnostic equipment and identified an intermittent fault: *Injector 2 circuit/open*. Upon removing the connectors, we both observed visible corrosion on the fuel injector connectors. The technician cleaned the corrosion, reset the warning light, and clearly advised me — both verbally and in his written report — to take the vehicle to a dealership for a proper inspection and to have the fuel injectors replaced to prevent recurrence.The following day, I delivered the vehicle to your dealership, where it was handled by Mr Hamilton. I made it explicitly clear to him that I would soon be travelling to Europe with my wife and newborn child and asked for reassurance that the vehicle would be thoroughly checked and made safe for the journey.A few days later, Mr Hamilton informed me that the vehicle was ready for collection. He stated that diagnostic checks had been carried out, that no faults were present, that the car had been test-driven without issue, and that no parts required replacement. Despite no repairs being undertaken, I was repeatedly assured that the vehicle was safe and suitable for long-distance travel. Relying on this assurance, I collected the car.On 11 December 2025 at 7:00am, we set off for Europe. After less than three hours of driving, the vehicle broke down again on a French motorway. The car began juddering, the engine management light reappeared, and the vehicle gradually lost power. I was travelling with my wife and newborn baby. There was no hard shoulder, and heavy goods vehicles were passing us at high speed, narrowly avoiding collision. It was an extremely dangerous and traumatic situation. We were unable to exit the vehicle safely.I contacted Mr Hamilton immediately and was advised to arrange recovery. However, recovery vehicles were unable to access that stretch of toll motorway, and I was forced to contact the police for emergency assistance. The police escorted us to a safe location, after which the vehicle was recovered. By this time it was close to midnight, and we were compelled to stay overnight in a nearby hotel due to the circumstances and the presence of my newborn child.We returned to the UK by plane a few days later while the vehicle was repatriated. I subsequently collected a courtesy car from Lookers West London. The vehicle was returned to the dealership on 13 January 2026, at which point you, Mr Currie, took over the case.On 23 February 2026, I was informed that the vehicle was ready for collection. I was advised that extensive diagnostics and multiple road tests, including overnight testing, had been carried out. However, I was also informed that no fault could be identified and that no fuel injectors were replaced or repaired.This is deeply concerning. Both AA reports identified issues relating to the fuel injectors. The first breakdown clearly logged an injector circuit fault, and corrosion was physically observed. The second breakdown presented identical symptoms. Yet, despite consistent independent findings and a recurrence of the same issue within three months, no injectors have been replaced or meaningfully investigated.The experience I have endured with this vehicle has been nothing short of a nightmare. Beyond the inconvenience, the second breakdown placed my family in a genuinely life-threatening situation. I am extremely disappointed that a vehicle of this age, mileage, and brand reputation has failed in this manner — and that despite clear warning signs, preventative action was not taken.In addition to a full technical resolution, I expect appropriate financial compensation for:* The recovery and repatriation process* Emergency accommodation and travel expenses* Flights back to the UK* The severe distress and danger caused to my family* The significant inconvenience and loss of use of my vehicleI therefore formally request:1. A clear explanation as to why the fuel injectors were not replaced despite two independent AA reports identifying injector-related faults.2. Written confirmation of the corrective action that will now be taken to permanently resolve the issue.3. A detailed proposal outlining the compensation you intend to offer.I trust this matter will now be treated with the seriousness it warrants. I look forward to your urgent written response.Yours sincerely,Mohamad Elkhadra

Ref 85987061As you have not had the courtesy to respond to this matter within the time frame you stipulated I will now have to take this up with Land Rover direct as I feel this is not the standard of service they expect from their representative

Vehilce been at branch 8th February- Vehicle not ready when customer went in on Saturday - customer was told to collect vehilce via phone call on Wednesday the 18th Feb - customer was told more parts ordered and customer has not been given a price which customer has not authorized - or is this excess to say vehilce not ready. customer can see on his app that the vehilce has been worked on since Wednesday, Laura told customer it is on ramp in works on Saturday but the vehilce is under the bridge at the rear of branch ? customer has called 6 time this morning (23.2.26) but no is answering the phone. Please can you contact customer

I called to ask a simple question. The rear indicator in my Defender has stopped working. Can you just change bulbs or is it a sealed LED unit that may need replacing,. The very rude lady I spoke to said £360 needs to be booked into investigate. I explained that I may well book it in the but today I just wanted to ask this question as obviously I don't want to pay £360 just to change a light bulb. She said if you want to know book it in. I explained that I have bought several cars from you over the years and spend thousands on servicing but just wanted to ask you (my regular garage) to answer this simple question and that I would not be dealing with you if she could not make some slight effort to help me. She hung up. Result - that's it, I won't be servicing any further cars with you and when I come to change my Defender which I will in the next 24 months I will not be buying it from you. I really don't get how you can be quite so dreadful. PS I know he's moved on to Jag but I also know Rowdon Glover and Adrian Hallmark (now at Aston) so it will be a interesting dinner party conversation.

Subject: Formal Complaint & Request for Investigation – Unacceptable Service Experience (Booking Ref: 6663202130)To: Customer Relations DepartmentJaguar Land RoverDear Sir/Madam,I am writing to formally escalate a complaint regarding the unacceptable service I received on 16/02/2026 at Lookers Land Rover, Concord Road, West London, London, W3 0BF.I purchased my Range Rover approximately one year ago and booked its first service online at 9,554 miles. I received written confirmation under Booking Reference: 6663202130, dated 22/01/2026, for 16/02/2026 at 10:00 AM (wait and collect).Upon arrival at the dealership, I was informed that my booking could not be found in their system and was asked to rebook the entire process. I requested to speak with the Service Manager, who attended after some delay and confirmed the same position without offering any apology or acknowledgement of the inconvenience caused.Although I had booked a wait-and-collect appointment, I was told they could complete the service that day but could not confirm when the vehicle would be ready.I requested reasonable alternatives due to the dealership’s failure, including:• A courtesy vehicle – refused• A lift to my office – refused• Taxi transport – refusedThe dealership eventually agreed to deliver my vehicle to my office:Alnoor Foods LtdUnit 8142 Johnson StreetSouthallUB2 5FDI had to arrange my own transport at my inconvenience.When my vehicle was delivered at approximately 16:04, I was extremely concerned to discover:1. The engine oil dipstick had been left out of its proper position and was resting on top of the engine. This is a serious oversight and raises safety concerns.2. Significant condensation/steam was visible inside both front headlights, which was not present prior to the service.This experience reflects:• Poor booking system management• Lack of customer care and professionalism• Failure to provide reasonable assistance• Potentially negligent workmanshipAs a customer of a premium brand, this level of service is entirely unacceptable.I formally request:• A full investigation into the handling of my booking• A written explanation• Immediate inspection of my vehicle to ensure no mechanical damage has occurred• Rectification of the headlight condensation issue• Appropriate compensation for inconvenience, distress, and disruptionIf this matter is not resolved satisfactorily, I will consider escalating the complaint further through The Motor Ombudsman and other appropriate consumer channels.I expect a written response within 7 days.Yours faithfully,Mohammed Ishtiaq0771079063707710790637Sent from my iPhone

Dear Jawad,Re: LN75 CJUWhile I am still awaiting DVLA to correct the V5C, I would like to recap the situation clearly.Prior to purchasing the vehicle, I specifically asked and made it a condition of purchase that the V5C be registered in my personal name for parking permit purposes. You confirmed that this would not be an issue. However, despite this assurance, the V5C was issued in the company name and to date, this has still not been rectified.In addition, I have now received the email below from your organisation (the contents of which are self-explanatory). This error has proven to be a complete deal breaker.Earlier today, I contacted my insurer to amend what I believed to be a minor typo error (“SE” to “Edition”). I was shocked to be informed that this change would result in an increase in my insurance premium of about £5,000, in addition to the original premium that I have already paid. I purchased the vehicle solely on the basis of the insurance quote provided by Admiral. Had I been aware that the premium would increase to such an extent, I would not have proceeded with the purchase.This represents yet another error on the part of your company, for which I am not responsible and should not be expected to absorb the financial consequences.I have asked the insurer to provide written confirmation that the premium increase is directly attributable to this amendment. I am advised this will be issued within 24 hours, after which you may wish to escalate the matter to your management team.In light of the above, I have no option but to return the vehicle and seek full reimbursement of:The deposit paid,All monthly payments made since December (two payments to date),The costs of the Ghost immobiliser and dash cam.That said, I will be obtaining alternative insurance quotes tomorrow (Wednesday). Should I be able to secure a comparable policy at a similar premium to my original Admiral quote, I may reconsider not returning the vehicle provided your error and the V5C registration are fully and promptly corrected.However, given the seriousness of the errors made by your firm / JLR, if I am unable to obtain insurance at a similar premium, I will proceed with returning the vehicle.Kind RegardsSam GitiforozEdward James Estates LimitedNiddry LodgeDear Jawad,Further to my email below, I have tried to obtain alternative insurance quotes and noted that comparison sites continue to recognise the vehicle as the “SE” rather than “Edition” when the registration number is entered. This clearly demonstrates that the changes have not been reflected by the DVLA and or insurers.Unfortunately, I therefore have no option but to return the vehicle. This constitutes a clear case of mis-selling.Please advise on the next steps.RegardsSamDear Garfield,I understand that you are the manager at Lookers.Please see the emails below that I sent to Jawad yesterday and today, you may wish to read from the bottom.This matter is quite urgent, as it relates to insurance. Please also find attached confirmation from the insurer for your reference.Please advise urgently.Kind RegardsSam GitiforozDear Mr GitiforozThank you for your email the contents of which we note.We formally acknowledge receipt of your complaint and will review said matter and will revert with an update as soon as possible.If in meantime you have any further queries please do not hesitate to contact us.Kind regards,Garfield Ramsay Transaction ManagerLookers Jaguar Land Rover West LondonT: 020 8938 1300E: GarfieldRamsay@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverDear Mr. Ramsay,This matter is extremely urgent and needs to be addressed immediately.In summary, the vehicle was originally described as SE and has now been changed to EDITION.Having reviewed the documentation, the inconsistencies are clear:The purchase contract refers to both SE and EditionThe Service Plan contract refers to the vehicle as SE onlyThe V5C issued by the DVLA in December 2025 also lists the vehicle as SEJLR has confirmed by email that an error was madeInsurance comparison websites still identify the vehicle as SE when the registration is entered.The misdescription has resulted in a substantial and material financial loss, namely an increase in annual insurance premiums from approximately £1,800 to £6,800To date, I have paid the following:£22,000 deposit, £2,019.12 on 4th December 2025, £2,019.12 on 4th January 2026, Ghost immobiliser: £499, Dash cam: £336. This totals £26,873.24 (see attached invoices for the last 2).In addition, I paid approximately £1,800 for the insurance, which I expect will be reimbursed on a pro-rata basis once the policy is cancelled.The vehicle must be returned, and I expect the contract to be voided in full, with complete reimbursement of all amounts paid.I must also add that your organisation has caused me a significant amount of inconvenience, distress, and anxiety as a result!Please confirm when the vehicle will be collected and outline the next steps without delay.Kind RegardsSam GitiforozEdward James Estates LimitedNiddry Lodge51 Holland StreetKensingtonLondonW8 7JBT: +44 (0) 20 3509 2921M: +44 (0) 77 8210 3998www.edwardjamesestates.co.ukCompany Reg: 10439814. Vat Reg: 260 6278 06We are members of the Property Ombudsman (TPO) Redress Scheme. Client Money Protection is accredited by Client Money Protect (CMP).From: Garfield RamsaySent: 09 January 2026 15:17To: SamCc: Jawad Amily; Daman Wadhwa; naziana.mehdy@scwlegal.co.ukSubject: Re: Formal Complaint and Intention to Return VehicleDear Mr Gitiforoz,Thank you for your email of even date the contents of I note.Our New Car Sales Manager, Daman Wadhwa, who has been copied in, will kindly contact you directly in respect of this matter.Kind regards,Dear All,This is my 5th email since 6th January, and I have yet to receive a response. When can I expect to hear from you?As stated previously, this matter is urgent and requires your immediate attention, with no further delay.RegardsSamHi SamI will call you at 12pm today to discuss your issues.Best RegardsDamanI’ve also just checked two more random companies online and I can find the edition model listed.Best Regards,DamanGarfield Ramsay Transaction ManagerDear All,This is my 5th email since 6th January, and I have yet to receive a response. When can I expect to hear from you?As stated previously, this matter is urgent and requires your immediate attention, with no further delay.RegardsSamDear Daman,Please see the 3 attached examples.Once the registration number is entered, the database recognises the vehicle as an SE. The term “Edition” may be added later by opting for a “different car”; however, this results in a significantly higher premium.The vehicle I purchased was sold as an SE (please see the attached V5C, which makes no reference to “Edition”). This was later confirmed by a letter from JLR acknowledging the error (see attached). As a direct result, my insurance premium increased by approximately £5,000 (see attached letter from Admiral).As mentioned in my previous emails, the contract and service plan inconsistently refer to the vehicle as both SE and Edition, while DVLA records and insurance providers recognise the registration number as SE only.This is a clear case of misrepresentation, and JLR needs to take responsibility for this error. Had I been aware that the insurance would be significantly higher, I would not have purchased the vehicle.I hope we can resolve this matter amicably. Please advise on the next steps.Kind RegardsSam GitiforozDear SamAttached is the original factory sheet which states that your vehicle is an SE model as all edition models are based on this model. What identifies it as an ‘edition model’ is where it states on the options part ‘unique plant process’, this informs us internally that it is an ‘edition’ model.I have also attached a copy of your original signed sales order form and a copy of your finance agreement, which states that the car you purchased has always been listed as an ‘edition model’ These documents were created and signed before the vehicle was taxed and registered incorrectly as just a SE Model.Your insurance quote should of always been set up as an Edition model and not just listed as an SE.We are fully aware and accept the fact that your vehicle was incorrectly registered with the DVLA as when registering your vehicle during our cyber-attack, we had to manually register these vehicles and were only presented with what Land Rover allowed us to register from. There is no issue to get this rectified for you.There does not seem to be any mis representation during the sale of this vehicle as far as I can see. Getting it insured before the vehicle was taxed and registered, is simply down to our customer to arrange.We therefore do not see any grounds to reject your vehicle based on misrepresentation of selling.If you are not happy with my response, then I can at your request, forward all correspondence to our vehicle complaints department, where we would start a full formal investigation and your case will be looked at by the lookers complaints department.Please let me know your thoughts on the matter.Best Regards,DamanDaman Wadhwa New Car Sales ManagerDear Daman,I submitted a formal complaint to your company on 6th January 2026, clearly titled “Formal Complaint.” Your email below appears to ask whether you should forward my complaint to the Vehicle Complaints Department?Please clarify and advise whether your email below could be treated as a deadlock letter?RegardsSamDear Complaints team,Please see our clients email below, they have already made a formal complaint on the matter below, Please could you come back to us at your earliest convenience with a response and see if we can work out some sort of solution for Mr Gitiforoz?Best RegardsDamanFrom: SamSent: 14 January 2026 16:55To: 'Daman Wadhwa'Cc: Garfield Ramsay; Jawad AmilySubject: RE: Formal Complaint and Intention to Return VehicleDear Daman,On another note,I have received a letter from DVLA suggesting the car has not been taxed?!I clearly recall Jawad said the car is taxed for me.Please see attached and clarify urgently.RegardsSamFrom: SamSent: 16 January 2026 11:27To: Daman WadhwaCc: Garfield Ramsay; Jawad AmilySubject: RE: Formal Complaint and Intention to Return VehicleExternal Sender: Confirm legitimacy before acting.Dear Daman,Almost every week there is a new issue. You have let me down significantly, and this matter now requires you to take responsibility. I have a litigation solicitor on standby and am prepared to escalate this to your regulatory body, as well as share my ordeal on social media and X.At the point of purchase, I clearly informed Jawad that having the V5C registered in my personal name was a condition of the sale, as I require this in order to apply for a parking permit. He confirmed that this would not be a problem. However, 3 weeks after collecting the vehicle, I received the V5C registered under the company name, which is the complete opposite of what was agreed. Since then, I have spent a considerable amount of time corresponding with the DVLA to rectify an error that was not of my making.The DVLA advised that I submit a letter confirming a mistake had been made and that a similar letter would be required from the dealership. I spoke with Jawad in early December, and he confirmed that such a letter had been sent by you. Despite this, 6 weeks have now passed, I am still unable to obtain a parking permit, and yesterday I received the attached DVLA letter, which contradicts the guidance provided to me earlier in December. I contacted the DVLA again today and was told that on 18th Dec, they wrote to you requesting supporting documentation, including the RAV and Keeper Input Form. It appears that this request has been ignored.If I am to make an assumption, this may be because the finance agreement is under the company name and you are therefore unable to provide the requested documents. Please confirm urgently if this assumption is incorrect and whether you are able to supply the DVLA with the documentation required to amend the V5C into my personal name and address my objective that was shared & agreed with you prior to purchase.It now appears that either, Jawad knowingly misrepresented the position in order to secure the sale or he was unaware that a V5C can’t be registered in my personal name where finance is linked to the purchasing company and failed to tell me that! As a direct result of this serious error, I may be forced to accept registration as a 2nd keeper in order to apply for parking, a position I explicitly sought to avoid. This is further complicated by the fact that the vehicle insurance is registered in my personal name, as confirmed to you previously by phone.This situation is entirely unsatisfactory. Either this issue is resolved promptly by your dealership, or I expect to be adequately compensated. If you do not wish to take ownership of this latest failure, then this matter must be formally added to my existing complaint to JLR, or a new complaint logged immediately.Please advise urgently how you intend to proceed so that I can determine how to respond to the DVLA’s correspondence.RegardsSam GitiforozDear Sam,As stated in my previous email, I do not see any reason for us to accept your rejection of being mis sold. I have stated my reasons on why I have come to this conclusion.I have escalated your issues to the vehicles complaints team, They will investigate the matter fully with our legal team and we will come back to you in due course.I have copied them in to this email too for their reference.I do suggest in the meantime that you work with the DVLA as they have contacted you in order to have vehicle correctly registered.Best RegardsDaman New Car Sales ManagerDear Daman,The original complaint relates to an error made by JLR, which you have submitted to your complaints department.The 2nd complaint relates to your own dealership, specifically concerning a commitment made by Jawad that has not been upheld. As it appears that no ownership is being taken of this most recent issue, this matter will need to be referred to your complaints department and logged as a new and 2nd complaint.Please confirm once this has been done.RegardsSamDear SamI have acknowledged your points below and I have informed the complaints team. As Mentioned, ownership is taking seriously, which is why we have this department to help resolve our customer complaints in a compliant manner.Jawad is off on annual leave until the 26th of January. He’s been off for 3 weeks. Once he is back in, I will have a discussion with him about taxing of the vehicle. I need to hear his side of the issue. I will come back to you then with an update on what was discussed.Best RegardsDamanDaman Wadhwa New Car Sales ManagerLookers Jaguar Land Rover West LondonT: 020 8938 1300E: DamanWadhwa@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverHi Jawad,Noted. See attached my driving licence / passport.I need an invoice please before I can pay & sign.Also please copy & paste my company name, address into the invoice.The V5c needs to be under my personal name for the insurance. Please confirm.Dear Daman,See belowNo need to wait for him to re confirm!Please adviseSamDear Elisabeth,I would like to make a positive correction in relation to my email sent yesterday regarding the vehicle. A technician came earlier today and advised that the EV function becoming temporarily unavailable is normal. He provided an explanation, which I am prepared to rely upon. The SOS system needed resetting and I am told that it is now functioning correctly. Accordingly, please ask your Branch Manager to disregard the part of my previous email relating to the EV issue.However, the 2 previously raised matters remain outstanding, and I need meaningful and practical solutions if I am to continue with the vehicle. I would also like to formally raise a further complaint regarding Daman’s handling of this matter since early Jan. Not only did he fail to take ownership of the issues caused by JLR and your own team, but he also led me to believe he was “investigating” the situation, after which he ceased communication entirely. I subsequently understand that he has left your company, yet I received no notification, no handover communication, and no introduction to his successor. This level of service and lack of care is extremely disappointing and unprecedented.RegardsSam