Dear Jaguar Land Rover Customer Services / Complaints Team,I am writing to raise a serious formal complaint and urgent escalation regarding the unacceptable delay in repairs to my Range Rover.Vehicle: Range RoverRegistration: AK12 TTTClaim status: Non-fault accident claim (third party accepted liability)Delay: Vehicle has now been off the road for approximately 21+ weeksParts status: Parts have been “on order” since SeptemberImportant: The required parts were ordered through Jaguar Land Rover West London (Park Royal / Concord Road, W3 0BF), and this is the dealer/site involved in the parts supply chain for this repair.I am copying in the parties managing the claim and repair to ensure full transparency and immediate action:- Rebecca Kelly (Connexus / handling on behalf of Chubb Insurance) – Rebecca.Kelly@connexus.co.uk- Ryan Bevins (Fastlane Paint & Body – Ascot) – ryan.bevins@fastlanepab.co.uk | 01344 622267---### Summary of complaintMy Range Rover was hit from underneath in a non-fault accident and was booked in for repair in good faith. The repairer ordered parts back in September through Jaguar Land Rover West London.Despite constant follow-ups every week, I have repeatedly been told the same thing: the parts are on order. There has been no credible ETA, no accountability, and no workable solution.This is completely unacceptable for a premium brand.---### Courtesy / replacement vehicle failureIn addition, I have been promised on three occasions that I would be provided with an appropriate higher-category replacement vehicle due to the extended delay. This has not been provided.This has caused significant disruption to my work and personal commitments, and has added to the frustration.---### Why this is seriousThis is a £150,000 vehicle and it is frankly shocking that Jaguar Land Rover cannot supply parts for repair within anything remotely reasonable—particularly when the parts have been ordered via an official JLR dealer (JLR West London).If this is the level of support from JLR, it raises serious concerns about the brand’s ability to support the vehicles it sells.---## What I require now (urgent action)I require written confirmation of the following:1) A senior case manager is assigned immediately and a complaint reference number is issued2) A confirmed parts delivery date (from JLR West London) and a confirmed completion / handover date3) A resolution within 5–7 working days, either:- (A) Vehicle repaired and returned, OR- (B) If parts cannot be supplied within this timeframe, a formal alternative remedy including:- a suitable replacement vehicle immediately, and/or- escalation to a customer resolution settlement route### Direct demand – written proof of parts orderI also require immediate written confirmation from Jaguar Land Rover West London of the parts order status, including:- Date the parts were ordered- Part numbers and description of each item outstanding- The official JLR order reference number(s)- Current ETA and reason for delay (backorder/supply issue/discontinued etc.)- Confirmation whether the parts are UK stock / Europe / backorder / factory orderI am no longer willing to accept vague verbal updates that “parts are on order” after 21 weeks.---### Escalation warningIf this matter is not resolved urgently, I will proceed with further escalation including seeking independent legal counsel, raising the matter with Trading Standards, and escalating through all available complaint routes.Please acknowledge receipt today and respond within 48 hours with a clear action plan.Yours faithfully,Ankit MongaM: 07850 085071E: ankitmonga22@gmail.com

One of our customer's vehicles (belonging to Tusker) was booked in for a recall and repair work for 8th January with a courtesy vehicle. However, upon the driver's arrival at the garage, a courtesy vehicle was not supplied by the garage, despite the garage agreeing to provide one.The driver also claims that they were advised by the garage that Lookers had informed Fleet Assist that a courtesy vehicle could not be provided all the way back in December, however we can't see that we have received any communication regarding this.The necessary work went ahead on the day, but the lack of a courtesy vehicle severely inconvenienced the driver.Therefore, please could you advise why a courtesy vehicle was not provided for this booking?

Dear 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 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-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: SamSent: 14 January 2026 16:09To: Daman WadhwaCc: Garfield Ramsay; Jawad AmilySubject: RE: Formal Complaint and Intention to Return VehicleExternal Sender: Confirm legitimacy before acting.Dear 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?RegardsSamFrom: Daman WadhwaSent: 12 January 2026 17:21To: Sam; Garfield Ramsay; Jawad AmilyCc: naziana.mehdy@scwlegal.co.ukSubject: RE: Formal Complaint and Intention to Return VehicleDear 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 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-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: SamSent: 12 January 2026 16:36To: Daman Wadhwa; Garfield Ramsay; Jawad AmilyCc: naziana.mehdy@scwlegal.co.ukSubject: RE: Formal Complaint and Intention to Return VehicleExternal Sender: Confirm legitimacy before acting.Dear 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 GitiforozFrom: Daman WadhwaSent: 12 January 2026 16:19To: Sam; Garfield Ramsay; Jawad AmilyCc: naziana.mehdy@scwlegal.co.ukSubject: RE: Formal Complaint and Intention to Return VehicleHi SamCompare the market have D300 edition model listed.Admiral has it listed tooGO compare also has the vehicle listedConfused.com also has it listed too as an Edition model.I’ve also just checked two more random companies online and I can find the edition model listed.Best Regards,DamanDaman 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-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: Daman WadhwaSent: 12 January 2026 11:12To: Sam; Garfield Ramsay; Jawad AmilyCc: naziana.mehdy@scwlegal.co.ukSubject: RE: Formal Complaint and Intention to Return VehicleHi SamI will call you at 12pm today to discuss your issues.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-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: SamSent: 12 January 2026 11:05To: Garfield Ramsay; Jawad Amily; Daman WadhwaCc: Daman Wadhwa; naziana.mehdy@scwlegal.co.ukSubject: RE: Formal Complaint and Intention to Return VehicleExternal Sender: Confirm legitimacy before acting.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.RegardsSamFrom: 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 service & complaints department,I have been trying to book my car in for another "traction battery fault detected" since 15th Seps 2025!15.09.25 - 02089381300 - I contacted Lookers West London on the phone to be told that you could not book in due to computer issues. Call back next week.29.09.25 - 02089381300 - I contacted lookers West London on the phone to be told similar to above, cyber attack. Try calling back in a couple of weeks.20.10.25 - 02089381300 - I visited Lookers West London & saw Wayne. He said service manager would call that day. NO CALL.22.10.25 - 02089381300 - I tried to call Wayne - receptionist said he is not available. She said she would leave him a message to call me back. NO CALL BACK.24.01.26 - 02089922299 - I contacted Lookers on a differant number & asked for the name of the service manager at West London. I was told Wayne. I asked to speak to him & gave my name & car reg number. I was told he was not answering so I then asked for his name & email address, I was given westlondonservicedepartment@lookers.co.uk as his email address!During 2024 my car had a fault for 9 of the 12 months of that year due to waiting for parts!I have not been able to use my car for long trips since Sept 2025.This is discusting treatment so I have contacted a solicitor this morning for advice & they have advised I send you this email requesting what you are going to do about repairing my car & providing me with a courtesy car until it is returned fully repaired?RegardsAntony Thomson07841586811

From BranchDear Complaints Team,We have a letter received from a customer who we loaned a vehicle too.I have also attached a copy of her signed loan agreement before and after it started and ended.Whilst in her care, she got a ticket and parked in a disabled bay. To our knowledge, the customer is not a blue badge holder.We had loaned her the vehicle as she couldn’t pick up her new car on time as we had a UPS issue and she was given the loan vehicle in good faith for her to use, whilst we rectified the issue.We even refunded her back £1000 as a gesture of goodwill , that we paid from our dealership directly as Land Rover changed the goodwill policy and I had promised her it would be cash payment instead in the form of a gift.So you can see that we have gone above and beyond with her.The customer is holding us responsible for the ticket and we will not pay it due to her poor negligence.Her details are as follows:Mrs Erzhena Kani234 Ladbroke GroveLondonW10 5LT07949 101817zhinak@hotmail.co.ukBest RegardsDaman

I am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Goods Details: Land Rover Range Rover VelaNew/Used: UsedMileage At POS/POI: 33,000Current Mileage: 77,000Agreement Number: 118743221The customer has advised us of the following faults ;• Engine Management Light• Burning Gas Smell• Power Cutting Out• Injector LeakAt this time we do not need any further information from you. If we require information we will contact you again. The customer may contact you to obtain information, please endeavour to provide this to them where possible.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.

HelloI don’t think you deserve a bad review online, as I’ve been coming to Lookers for the past 5 years for my services and the service has always been great. But I did want to mention, on my visit on the 2nd Jan for my service and MOT, I walked into the service area to drop my car off. It was full of staff, about 8 or so all sitting in the service area and a lady at the front on the phone. I walked in, and all the staff members just looked at me, but nobody said anything. I literally had to say out loud ‘Who do I go to?’ As no one stood up to help or said a word, which as a woman walking into an office mainly full of men can be quite uncomfortable. The lady at the front then finished her call and dealt with me. On my return to collect my car the service was much better. I was greeted by a lady as I was walking up to the service area and dealt with straightaway which was lovely.Other than the experience dropping off my car, I got it back in a timely manner and had no issues.Thanks very muchDavinaSent from my iPhone

I am writing to formally complain about my recent experience regarding the cancellation of my Range Rover order.I requested to cancel my order due to the unexpectedly high insurance costs. Despite making this request, I was not contacted by anyone to confirm or process my cancellation. I have made reasonable efforts to communicate, but I have not received any response or follow-up from your team.This lack of communication has been frustrating and disappointing. I expect timely confirmation of my cancellation request and clear information regarding the next steps, including any refunds or documentation required.Please treat this matter as urgent and contact me as soon as possible to resolve this issue.Thank you for your prompt attention.SincerelyHussein El ali

Cooperation pre sale was limited and communications slow, even complacent at times. Car handover was unnecessarily delayed from ideal and could have been earlier since car was not valeted inside or prepared for a handover. Final dissatisfaction continues whilst trying to resolve an issue with the tracker subscription. Sales person is not responding. I’d like the contact details of Raagavan’s manager please.

I’m writing to formally raise a complaint regarding the ongoing lack of response and failure to resolve an issue I’ve been chasing for several months.When I collected my vehicle from Lookers Jaguar Land Rover West London, it was agreed with your sales representative, Mo, that I could refurbish two damaged wheels and send the invoice for reimbursement. This was after it became clear that the condition of the wheels did not match what had been described prior to collection. Mo acknowledged this at the time and assured me this would be covered.Despite multiple follow-up emails and having now had the wheels refurbished at my own expense, I have yet to receive a single response or the promised reimbursement. I’ve attached the original email thread below for your reference, including the invoice and my bank details.Frankly, I’m extremely disappointed with the lack of communication and accountability on this matter. I would appreciate it if this could be escalated urgently, and I’d like confirmation of when I can expect the reimbursement to be processed.If I do not receive a resolution within 7 days, I will be forced to escalate this further through the Motor Ombudsman and consider taking legal action to recover the amount owed.I look forward to your swift response.