I dealt with Raagavan, he was always difficult to get and rarely came back to me. I was waiting for a V5 to arrive on my part exchange car, before I could collect my new vehicle. Raagavan told me that for a £500 deposit I could collect the new car and forward the V5 when it arrived. As soon as it arrived my £500 would be “pinged” back to me. Raagavan said he would call after the V5 arrived. I know the v5 was delivered but there was no phone call and no return of my £500. Also no reply to my email asking what was happening. Can someone please return my £500 please

Dear Manager,I am writing to raise a formal complaint regarding my Range Rover, purchased new from Lookers West London in July 2025.Within a month of purchase, a fault became apparent with the driver’s side door area, where the door was catching on the front wing panel when opened. I returned the vehicle to Lookers West London, and the initial repair was carried out on 26th September 2025. I was informed at the time that this was a known and common fault.The issue then recurred by 18th March 2026, less than six months after the repair and still well within the first year of ownership. Matters then escalated significantly on 13th April 2026, when the panel flew off while I was driving to Land Rover Stratstone, Reading. I still have the detached panel in my possession.I reported this to Leigh Walker in Lookers by email on the same day, 13th April 2026, and received a reply confirming that the matter had been passed to a Service Manager. However, despite repeated emails to Leigh Walker and several telephone calls, I have received no substantive response and no call back. On 16th April 2026, I was specifically told that a manager would call me back “within a few minutes”. That did not happen.This is not acceptable.I am particularly concerned for two reasons. Firstly, this is a recurring defect which arose within a year of purchase and after a prior repair. On the face of it, the original repair has plainly failed. More than that, the problem appears to have worsened, given that the panel ultimately detached completely while the vehicle was in motion. Secondly, when Land Rover Stratstone-Reading reviewed the earlier repair, I was advised that the issue relates to the seal between the two panels. They were surprised that glue and other bonding agents had been used in the prior repair. That raises a concern as to whether the original repair carried out by you was appropriate or competent.I have also logged this issue directly with Jaguar Land Rover. I have been advised that if Lookers fails to respond appropriately, I should revert to JLR for further escalation.I therefore require you to do the following as a matter of urgency:1. Arrange an urgent inspection and full remedial repair of the vehicle.2. Confirm what steps will now be taken to address both the defect itself and the apparent failure of the previous repair.I also wish to record my disappointment at the standard of customer service I have received. A customer who purchases a brand-new vehicle costing in excess of £100,000 should not have to chase repeatedly for a response concerning a safety-related failure of a known defect, particularly where the original repair was carried out by your own workshop and appears to have failed in under twelve months.Please treat this as a formal complaint. If I do not receive a satisfactory written response within 7 days, I will escalate the matter further with Jaguar Land Rover UK and, if necessary, pursue the matter through the appropriate formal channels.

Dera Sir/ Madam,Dear Wayne,Re: Reg.: G15 OXX / Roof ProblemThank you for your email.I am extremely disappointed with Lookers’ conduct and the way you are treating me as a customer.Your position has now changed. You previously confirmed my vehicle had a roof/sealing issue, and your technicians identified water ingress from the passenger side. You now state that you “did not state the sealing had failed” and are refusing to assist further.This is unacceptable.My position remains unchanged:1. Failed repair: Last year, I paid Lookers Battersea £2,600 for roof repairs after it was damaged and displaced in an accident. The invoice states “renewed the latch and aligned the roof”. Alignment of a roof intrinsically includes ensuring it seals correctly. The roof, which leaked within months, was not repaired properly. That is a breach of Section 49, Consumer Rights Act 2015 – services must be carried out with reasonable care and skill.2. Same fault: The current water ingress is from the exact same roof that Battersea worked on. Whether you call it “latch”, “alignment” or “sealing”, the roof is not watertight. I paid £2,600 for a functional, weatherproof roof, and I do not have one.3. Disputed charge: I do not accept the £347.50 invoice. I did not authorise a chargeable diagnosis for a fault caused by your company’s failed repair. Under Sections 54 & 55 of the Consumer Rights Act 2015, I am entitled to “repeat performance” at no cost to me. Charging me to diagnose your own defective work is unlawful. I also did not authorise a brake fluid change.[date]I am sure the Battersea branch did not complete the repair to a proper standard. Lookers is a single legal entity and remains liable regardless of which branch performed the work.What happens next:1. I do not accept your invoice and will not be paying £347.50 to collect my vehicle. Any attempt to levy storage charges while you unlawfully retain my car over a disputed invoice will be added to my claim.2. This matter has now been escalated to *Lookers Head Office* and *The Motor Ombudsman, Case Ref: [ADD WHEN YOU HAVE IT]*, for breach of the Consumer Rights Act 2015.3. I require Lookers to release my vehicle immediately without payment and provide a date for the roof to be repaired correctly at no cost, as required by law.Please confirm within 48 hours that you will release my vehicle without charge. If you refuse, I will seek legal advice regarding the unlawful retention of goods and include it in my Ombudsman complaint.Kindly regardsArdesbhir Lashgarara

Dear Sir or Madam,Dear Service Manager,Lookers Land Rover West LondonConcord RoadPark RoyalLondonW3 0BFI am copying Jaguar Land Rover UK Customer Relationship Centre because the issue involves a safety related system fault and un unacceptable delay for warranty repair.I am writing to formally complain about the unacceptable delay I have experienced when attempting to arrange a warranty repair for my 2025 Land Rover Discovery Sport Hybrid.The vehicle has developed a fault displaying the warning message:“Acoustic Vehicle Alert System not available – Vehicle Service Required.”Shortly after this message appeared, the vehicle’s audio system stopped working completely, including the radio.As you are aware, the Acoustic Vehicle Alert System (AVAS) is a safety-related system designed to warn pedestrians when the vehicle is operating in electric mode. For this reason, this issue should be treated as a priority safety-related fault.Today I contacted Land Rover West London (Park Royal) to arrange a service appointment and was extremely disappointed to be offered the earliest available date of 11 June 2026, which is nearly two months away.This delay is unacceptable for a nearly new vehicle that is still under manufacturer warranty and currently experiencing system faults. I expect faults on a vehicle of this age and value to be addressed within a reasonable timeframe.Therefore I request the following:• A priority diagnostic appointment at the earliest possible date• Immediate inspection and repair of the vehicle under warranty• A courtesy vehicle if the repair requires additional timeIf this matter cannot be resolved promptly, I will have no option but to escalate the issue further with Jaguar Land Rover UK and pursue the matter under the Consumer Rights Act.Given the safety-related nature of this fault and the fact that the vehicle is nearly new and under manufacturer warranty, I expect this issue to be addressed within a reasonable timeframe. If this cannot be resolved promptly, I will consider escalating the matter to Jaguar Land Rover UK Customer Relations, the Motor Ombudsman, and if necessary pursue further action under the Consumer Rights Act 2015.Please treat this matter as urgent and confirm how you intend to resolve this situation.Kind regards,Antoaneta Boykova07720773305 /07894353939VRN LN75BZU

I want to thank Rami who helped me with the buying of my Defender, made the deal and buying very good and when we had trouble with handover time to pick up he always called me updated me and made sure my car would be ready when he said, I am very busy man having a carpet company and not always free so when I take time off I have to cancel jobs he make sure I pick up my car no delay and helped me feel better with experience. Thank you again to Rami

cust paid £250 deposit and then decided not to go ahead with the purchase. Over 6 weeks now and he would like it back.

The following email has been escalated:========================================================================Good morning,As a former BBC Business Journalist I know the value that companies place on customer service and how the manner in which customers are treated can influence opinions far and wide.I feel the necessity to reach out to the Press Office in particular regarding my recent experience at Lookers Land Rover West London and the complete contrast of experience we had with another dealer, Group 1 in North West London. The contrast could not be more extreme. Lookers West London:In short, to us as customers, the JLR brand was seriously undervalued at this branch. My husband and I were left feeling completely utterly disposed of to the point that we were going to switch brands and not purchase a Land Rover - after owning/purchasing Range Rovers and Land Rovers for well over a decade!I have to add importantly that the after sales team at this branch ARE fantastic, Alison Willbourne is a true credit to that branch and to the brand itself. After attempting to contact the sales team at Lookers several times to discuss trading in my Discovery and purchasing a new Defender, I received no email response so I contacted Alison to ask who I should contact.She placed me in contact with a sales adviser called John David. He was initially helpful; we arranged to visit the showroom at 2pm on a Friday to meet and discuss our requirements. His manager - who we never met - valued our car then we waited.... for over and hour and a half.... watching John speak to another customer. We decided it was a lost cause, so we left with no outcome. We then emailed him the following week, to attempt to discuss the new purchase.Discovery valuation:We wished to part exchange our Discovery when purchasing the new Defender 110. We had an engine light on the dash which was orange which John's manager apparently said we had to 'fix' before part exchanging. I was told to book it into the garage to be checked. The earliest appointment was mid-May which at that point was well over two months wait. I was told to basically call Land Rover assist to get them to diagnose the light and then get back to Lookers. In short, my husband and I decided there and then that we did not wish to spend over £80,000 with a sales team that cared to little about us as customers. We had zero follow up calls or emails, we had to continually chase and call, it really felt like they did not need or care about our custom. We left the whole saga feeling despondent, condescended and confused as to who exactly they were selling cars to, because they clearly did not care about our sale and the fact that we have been loyal customer to the Land Rover brand for thirteen years - having purchased THREE cars from Lookers over that time!Group 1 dealership - Hasan Hassan:We decided to try another dealership in the vain hope that we might receive a different experience there. We headed to Group 1 in North West London and I cannot describe the complete contrast to what we had experienced at Lookers. We were greeted warmly, we were introduced to Hasan Hassan and he was absolutely incredible. He treated us with grace and was an exemplary credit to the brand. We met his manager who was also fantastic and the whole experience was exactly what you would expect in a Land Rover dealership. Hasan turned our negative experience into a complete positive and as such we bought a new Defender 110 yesterday morning with him.Night and Day experiences. The first one left us nearly leaving the brand completely, the second renewed our loyalty. Group 1 North West London and in particular Hasan Hassan are a credit to Land Rover. Lookers West London need to retrain their sales staff and realise that selling high end products is a skill! I fear my email is outlining what many other customers have experienced at Lookers, because I have sadly heard exactly the same experience has happened to others. In short, if I was a first-time customer of Land Rover and Lookers Land Rover West London was my 'experience' I would sadly never buy the brand. Yours Faithfully,Rebecca Hogan

Flat 3
71 Upper Grotto Road
Tw14ng
sinemaltayli@hotmail.com
07397851026
Shaquille Nathan
Lookers Land Rover West London
Concord Rd, London W3 0BF, United Kingdom
7 April 2026
Dear Shaquille Nathan,
Complaint about faulty goods
I bought I bought 2020 Land Rover Range Rover Evoque Hse P250 Mhev 1997cc 5dr Est A from you on 17 July 2025. I paid £22000.

I now find the goods have the following fault:
“Front windscreen leaks “
The vehicle I purchased from you on 17 July 2025. I have 22 January 2026 identified an issue with the car, specifically a water leak from the front windscreen area, which became apparent during periods of extremely heavy rain so it was not possible to identify earlier. 


I purchased this car to ensure a safer environment for my child, who had just been born at the time. However, my baby has not been comfortable with travelling, so I have not been able to use the car frequently. 

I am the only driver of the vehicle. Therefore, I trust you can appreciate that, with a newborn baby, my opportunities to use the car have been quite limited to identify the issue. 


As this fault would not have been reasonably noticeable at the time of purchase, due to weather conditions in periods of heavy rain I wouldn’t drive with a new born baby which I didn’t. 


Under the Consumer Rights Act 2015, goods you supply must be of satisfactory quality, be fit for purpose and match their description. As there was a problem with the goods when I bought them, I request that you repair the goods at no cost to me.
Please respond within 14 days of receiving this letter.
Yours faithfully,

Sinem Altayli

Raagavan, please respond to the below. Please either organise the transfer of the £6,500 owed, or return the car to me.As flagged I have included the Complaints department given your unresponsiveness and delay in funding me the £6,500 for the part exchange of my old vehicle, when purchasing a new one from you.Kind regards,Alex________________________________________Alex Bruce | Head of EMEA FSG M&A | Managing Director | Investment Banking | J.P. Morgan | 25 Bank Street, Canary Wharf, London, E14 5JP | T:+44 (0) 207 134 7319 | Movius:+44 (0) 7380 356 973 | M:+44 (0) 7760 161 450 |alex.bruce@jpmorgan.com________________________________________From: Bruce, Alex (CIB, GBR)Sent: Tuesday, March 24, 2026 1:46 pmTo: Raagavan IndiralingamSubject: RE: [EXTERNAL]OE13HZZRaagavan, please confirm when I will receive the £6,500 owed for the part exchange.It is now over a month and I will have to escalate this if I do not hear back from you.Kind regards,Alex________________________________________Alex Bruce | Head of EMEA FSG M&A | Managing Director | Investment Banking | J.P. Morgan | 25 Bank Street, Canary Wharf, London, E14 5JP | T:+44 (0) 207 134 7319 | Movius:+44 (0) 7380 356 973 | M:+44 (0) 7760 161 450 |alex.bruce@jpmorgan.comFrom: Bruce, Alex (CIB, GBR)Sent: 09 March 2026 12:27To: Raagavan IndiralingamSubject: RE: [EXTERNAL]OE13HZZRaagavan, following up on this? Please let me know when I will receive the £6,500?Kind regards,Alex________________________________________Alex Bruce | Head of EMEA FSG M&A | Managing Director | Investment Banking | J.P. Morgan | 25 Bank Street, Canary Wharf, London, E14 5JP | T:+44 (0) 207 134 7319 | Movius:+44 (0) 7380 356 973 | M:+44 (0) 7760 161 450 |alex.bruce@jpmorgan.comFrom: Bruce, Alex (CIB, GBR)Sent: 03 March 2026 06:17To: Raagavan IndiralingamSubject: RE: [EXTERNAL]OE13HZZRaagavan, the below is all sorted, and I assume you now have ownership of the car. What is the plan to refund me the £6,500?Thanks.Kind regards,Alex________________________________________Alex Bruce | Head of EMEA FSG M&A | Managing Director | Investment Banking | J.P. Morgan | 25 Bank Street, Canary Wharf, London, E14 5JP | T:+44 (0) 207 134 7319 | Movius:+44 (0) 7380 356 973 | M:+44 (0) 7760 161 450 |alex.bruce@jpmorgan.comFrom: Allan BabuSent: 26 February 2026 13:01To: Bruce, Alex (CIB, GBR)Cc: Raagavan IndiralingamSubject: [EXTERNAL]OE13HZZGood afternoon, Mr Bruce,The headlight bulb has been replaced, and the engine oil has been topped up. The vehicle has now passed its MOT and will be handed over to @Raagavan Indiralingam.Please arrange payment for the repairs carried out. The invoice and payment link are attached.Payment Link:https://eu.adyen.link/PL35472C4B64DDD05AF4F821CMany thanks.Allan Babu Service AdvisorLookers Jaguar Land Rover West LondonT: 020 8938 1300E: AllanBabu@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.

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Mr Ismail Sofu, Registration No.Please provide a comprehensive response to this complaint, even if you believe this is now resolved, including supporting correspondence and evidence within the next 10 working days.Important: You are required to support customer complaints around the quality of goods provided as provisioned within the Consumer Rights Act 2015 and under the terms and conditions of the agreement with Black Horse Ltd, to support an appropriate solution.If we do not receive a response or sufficient information from you within 10 working days, we will decision the complaint based on the information we hold and may seek redress from you for any reasonable costs incurred.Vehicle/Finance InformationInception date: 24th November 2026Date of complaint: 30th March 2026Goods details: LAND ROVER RANGE ROVER ESTATERegistration number: LN75BZSNew/Used: NEWMileage at POS/POI: 0Current mileage: 11000Agreement number: 103256834 Price of goods (at sale): £144,425.00Advance amount: £81925.00Deposit amount: £62500.00Term: 60 months.PCP/HP: HPDealer name: Lookers Land Rover West London (57826308)Dealer number: 57826308The following information outlines what the customer has told us and may not be the opinion of Land Rover Finance.Complaint Detail Customer’s Preferred ResolutionFaults -Drivers side seat making a squeaky noiseSensors on the left side of the mirror not workingColour faded on the steps all around the carFront passenger door lights at the bottom are looseClicking noise near the steering wheel, whilst driving21/02/2026 – Customer identified multiple issues with the vehicle and contacted the supplying dealer to book an inspection.• Dealer advised the earliest available appointment was May 2026 (approx. 2 month wait). Customer unhappy with the this.30/03/2026 – Customer attempted to contact Strat stone LR Tottenham for an earlier appointment but could not get through.• No alternative solution provided and customer called to complain as they feel the wait time is unreasonable given the number and nature of the faults. RepairsHas a CEC case been raised for this customer via an AVC or Goodwill, if so please provide the reference, the date it was opened and any further details of any compensation/goodwill that has been paid to the customer to date.We require the following information from you, where applicable1. Evidence/confirmation of any pre-sale vehicle checks that were completed.2. Please provide a copy of the vehicle advert3. Was there any negative equity included in the finance amount? Please also provide a copy of your sales invoice.4. Was there any external contribution towards the deposit e.g., manufacturer contribution / government contribution / scheme/ allowance?5. What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation, if applicable6. A full timeline of events from POS until now of when vehicle has been seen, outlining reasons why, what work was carried out, when and why and to include discussions/conversations had with the customer, cause of any issues/concerns raised i.e. wear & tear, lack of maintenance etc.7. Evidence/confirmation of any diagnostics/repairs completed, this to include specific dates, mileages, specifically what was carried out and why?8. Confirmation of service history9. Are you aware of any modifications made to the vehicle either before, during or after the sales process? These will include any enhancements to the vehicle’s engine (remapping), the fitting of a Ghost Immobiliser or any accessories put on the goods. If you are aware of any of these, could you please give us more detail of how these were added i.e. were they included within the Finance Agreement?10. Any other comments/evidence you feel are relevant.11. What will you do to resolve the complaint?We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.Many Thanks