Dear John,I write further to our phone call today, during which you informed me that the Land Rover Discovery 3.0 D350 Gemini 5dr Auto in Santorini Black, which is the subject of my Vehicle Order and Agreement under Enquiry 8358921, has been sold to another customer.I paid a £2,000 reservation deposit on 21 March 2026 and the transaction was agreed on the basis of collection on 27 March 2026. The deal was also structured on the basis of the PCP quotation prepared for this exact vehicle, namely quotation number 89054/0326/PCP/57826308, with the agreed commercial terms including a total cash price of £68,500, monthly payments of £644.03, 5.4% APR, and a final repayment / GMFV of £35,544.On that basis, the sale of the vehicle to a third party is a serious breach of our agreement.For the avoidance of doubt, I am not accepting cancellation or refund as an adequate resolution at this stage.I require Lookers to do one of the following immediately:1. Reinstate and deliver the original vehicle to me; or2. Provide a replacement vehicle of identical or better specification, at no additional cost to me whatsoever, on no less favourable commercial terms, and in time to preserve the position I contracted for, including registration by 31 March 2026.Any replacement must be on the same financial and commercial basis as already agreed for this transaction, including:* total cash price no greater than £68,500;* monthly payments no higher than £644.03;* APR no greater than 5.4%;* final repayment / GMFV no less favourable than £35,544; and* no additional deposit, fee, charge, or adverse change of any kind.I will not accept any downgrade in vehicle specification or any less favourable financial outcome as a result of Lookers' breach.In addition, I do not authorise Lookers to amend, withdraw, resubmit, or replace any finance application connected with this transaction, or to submit any further application to any other lender, without my prior written consent. Nor do I authorise any change to the vehicle, cash price, deposit, mileage, term, APR, monthly payment, or any other finance input without my prior written approval.Please confirm by return:1. whether the original vehicle can still be supplied;2. if not, full details of the proposed replacement vehicle, including specification, VIN/chassis number, and delivery/registration timetable;3. confirmation that there will be no additional cost or less favourable term to me;4. whether any further hard credit searches have been carried out or any further lender applications submitted; and5. the name, email address and position of the senior manager who is taking ownership of this matter.Please also ensure that all records, internal communications, stock records, allocation records, finance records, and sale documents relating to this vehicle and transaction are preserved.Given the urgency created by the 31 March deadline, I require a substantive written response by end of day today (25-March-2026).If this matter is not resolved promptly and satisfactorily, I will escalate it through Lookers' formal complaints process and take further advice, including in relation to a formal letter before claim, recovery of my losses, and any other relief available to me. I reserve all of my rights.I trust Lookers will now treat this as an immediate priority.Kind regards,Chris Morley07507 883673

We have been waiting for our Defender to be repaired at Lookers West London since it was dropped off there by Land Rover Assistance on 19 February. It took two weeks to put an order in for the part required (DC-DC converter), during which time I had to chase for updates from Frank Currie in After Sales assigned our case. Once the order was placed, the delivery date for the part has continued to be postponed, going from it would arrive within two weeks, to it will be in an order expected at the end of March, to now "we will update you when we have more details". Our car has been at Lookers West London for five weeks and we still have idea when we will have it back! I am filing this complaint for the complete lack of communication and the very slow progress over this time. Frank rarely responds to emails and is rarely available to take phone calls, and any responses I do receive are vague and continue to change. I find this shocking that we are going into two months waiting for the car to be repaired with no end in sight when we are trying to make plans.

Dear Sir/Madam,I am writing to formally complain about the handling of my vehicle under my PCP agreement with Land Rover.Vehicle – Land Rover Discovery LM24 GXPAgreement Number - 578267940My vehicle has now been off the road since 14th February, for over a month following a breakdown (which I should add was very dangerous on the A406) and remains unresolved. During this time, I have been provided with a lower-grade courtesy vehicle, which is not comparable to the vehicle I am paying for under my agreement (£700 per month).There was an initial delay of approximately one week due to issues on your side, and since then I have had to repeatedly chase for updates.Communication has been poor throughout, and I have received little to no proactive contact regarding progress or timelines.This situation has caused significant inconvenience and falls well below the standard I would expect from a premium brand.Under the Consumer Rights Act 2015, repairs must be carried out within a reasonable time and without significant inconvenience to the customer. Given the length of time my vehicle has been unavailable and the ongoing lack of resolution, I do not believe you have met your obligations.As a result, I am requesting the following:• A full or partial refund of my monthly payments for the full period my vehicle has been unusable• Financial compensation to reflect the inconvenience, delays, and poor level of service• Confirmation of when my vehicle will be repaired and returned, or clarity on next steps if this cannot be achieved promptlyIf this matter is not resolved satisfactorily within 14 days, I will escalate the complaint to my finance provider under the Consumer Credit Act 1974 and, if necessary, refer the case to the Financial Ombudsman Service.I would prefer to resolve this directly, but the current situation is unacceptable and requires urgent attention.I also want to escalate this to Land Rover and would appreciate if an email address could be provided as it is also impossible to find this online!!I look forward to your prompt response.Yours faithfully,Jamila Pericleousjamilababella@yahoo.co.uk07304 128 061

Re: Range Rover SportML71 XOODear Sirs,Words cannot describe how disappointed I am with my dealings with Lookers Land Rover. I explained the situation over the phone on Friday 20th March 2026 and I was promised that the Manager would call me back … needless to say he did not. Therefore I will next be contacting Land Rover's Head Office in Coventry to inform them of the actions of one of their franchisees and subsequently deciding on whether or not I need to take legal action.So, to repeat what I have already explained:In April 2025 I saw a Range Rover Sport advertised in Lookers Chelmsford. I went into my local branch on York Road, Battersea to arrange to buy the car from there.I signed for the car on the 9th of April and received it on the 22nd, after paying a total of £42,972.00I now need to sell the car and therefore went into the West London branch, my new point of contact.I was told that they would not buy the car from me because I did not have the log book, there are some scratches on the passenger side and because there was no service history.I have since then discovered that DVLA could not issue me a replacement log book because the car had never been registered in my name!! It was still under a Land Rover fleet scheme!!! This of course would have caused untold complications and adverse legalities if I had been involved in any kind of accident!!!The Manager of Lookers West London said there was no service history … completely false as it is readily available to see online.When the car was originally advertised it said there was only one owner (who I now know was the Land Rover company) and it had a FULL service history!! I still have the screenshots of the original advertisement and details!!If there is any discrepancy about service history it means I was mis-sold the car!!That in addition to the issue with the log bookThat in addition to being misinformed by Lookers West LondonThat in addition to the Manager obviously having no interest in buying back the car or even talking with me!!No doubt this email will be ignored. If so, as forementioned, I will next contact Land Rover's Head Office and take it from there.Your total nonchalant attitude is not what I expected from a reputable company like Land Rover, a reputation which is easily tarnished in this day and age of social media.

Service Dept COMPLAINTFor the Atten of Mr Colin Cooper, Franchise Director, JLR Lookers West London Dealership.COMPLAINT - Service DepartmentSir I have a complaint regarding the service department staff at Lookers JLR, West London. I wonder whether you can assist me me please? I HAVE TRIED ALL AVAENUES BUT FOR SOME UNEXPLAINED REASON NO ONE HAS HAD THE COURTESY TO RETURN MY CALLS OR EMAILS. This has been going on for months now and it really is very simple. I am after some service history for a Range Rover Vogue reg number LS67-JFK (now on a private plate (BB16 BAD). The information I seek is for the June / July 2023 PDI service before Chris O'Connell took delivery of the vehicle. I now own this vehicle after buying it off Chris before he emigrated to Sydney ,Australia. He gave his permission for the information to be passed to me from the service department. But, having worked for JLR myself and at BMW, I have never come across customer service like this! Can you assist me please?

Dear Customer Services,I am writing further to the numerous emails I have sent regarding my formal complaint in relation to my Range Rover Sport (Registration: KW73 UFZ), purchased from Lookers Land Rover for £73,999.Despite repeated correspondence, I have not received any substantive response addressing the core issues raised.For clarity, my complaint concerns:The inaccurate and subsequently amended service history presented at the point of saleThe missing / incorrectly recorded 24‑month serviceWritten confirmation of a November 2024 service that was not properly reflected in the official service history at the timeThe reliance on TOPIx entries which did not evidence a clearly recorded scheduled serviceThe irregular February 2025 service entries completed within six days of each otherThese matters were raised directly with the dealership and escalated via email to Lookers and Jaguar Land Rover. I have allowed reasonable time for a response but have received no meaningful engagement.I have now formally referred the matter to The Motor Ombudsman (Case Reference: 00301889), who have confirmed that they are progressing the complaint and will be contacting the business for its formal position.It is disappointing that the matter has reached this stage without constructive engagement from Customer Services.However, before the Ombudsman proceeds further, I remain open to a reasonable goodwill proposal or commercial resolution if Lookers wishes to address this directly.Please confirm:1. That this email has been received.2. Who is now responsible for handling my complaint.3. Whether Lookers intends to make a proposal to resolve this matter prior to Ombudsman adjudication.If I do not receive a response within 7 days, I will proceed entirely through the Ombudsman process.Kind regards,Jabo Ibehre

Dear Lookers Land Rover Customer Relations Team,I am writing to formally raise a complaint regarding a serious security vulnerability I have identified with my 2025 Land Rover Discovery 35th Anniversary Edition (Registration: BV05 JAD).On 12th March 2026 at approximately 4:00 AM, whilst my vehicle was parked on my private driveway at my home in Hook, Hampshire, both wing mirror glass units were stolen from my vehicle. The theft was carried out without triggering the vehicle's alarm system at any point.I wish to raise the following serious concerns:1. SECURITY VULNERABILITYThe mirror glass units on this vehicle can be removed within seconds, without the use of any tools, and critically, without activating the vehicle's alarm or security system. For a premium vehicle of this calibre, retailing at a significant price point, this represents an unacceptable gap in the vehicle's security design.2. NO ALARM ACTIVATIONDespite the vehicle being fitted with an alarm and security system, the removal of components from the exterior of the vehicle did not trigger any alert whatsoever — no audible alarm, no app notification, and no alert to me as the owner. This is a fundamental failure of the security system that Land Rover markets as part of this premium product.3. FINANCIAL IMPACTAs a direct result of this security vulnerability, I have incurred significant costs to repair and restore my vehicle to a roadworthy condition, including sourcing replacement mirror assemblies and associated repair work. The insurance excess on my policy means these costs fall entirely upon me.4. SAFETY CONCERNDriving without wing mirrors is illegal under UK road traffic law, meaning this vulnerability has rendered my vehicle undriveable and created an immediate safety issue.I am requesting the following:- A formal acknowledgement of this complaint- An explanation as to why the removal of external vehicle components does not trigger the alarm system- A goodwill contribution toward the cost of repair, given this is a direct consequence of a design vulnerability- Confirmation of what steps Land Rover intends to take to address this security flaw across the Discovery rangeI have also reported this theft to the police and hold a crime reference number# SP-35535-26-4444-00. I hope to receive a swift response with regards to the security vulnerability.Yours sincerely,Blesson JohnHampshire

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