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

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