With reference to vehicle purchased from your company registration number H1NCO (formally SW72OGA).I am writing to you regarding an issue I have with the vehicle I purchased from your west London branch in July 2025.After 6 months of ownership the paint on the front bumper and offside front wing is bubbling and peeling which is not what I expected from a supposed premium vehicle. I have had it inspected by my local Land Rover dealership who have stated that there has been a substandard repair made to the car. I was not informed at the time of purchase that the vehicle had suffered accident damage and at that stage the repair was not visible to the eye of an 'amateur'.I have tried to contact your dealership over the last few days but have had no response.Could you please contact me with some options as to how this matter can be rectified amicably.

I submitted a formal written complaint on 16 January 2026 regarding misdescription at point of sale (deployable side steps listed on showroom display but not supplied) and an incorrect add-on charge.I received acknowledgement with Ticket 85379254 stating I would be contacted within 14 days.It is now 11 February 2026 and I have received no substantive response.This form is being submitted as the 14-day timeframe has passed without resolution, and I request escalation to the relevant operational director as per Lookers’ complaints policy.For reference, the deployable side steps were clearly listed on the display next to the vehicle at the time of purchase and were an essential factor in my decision.Please confirm when this matter will be formally reviewed and responded to.

From: Mangala RodrigoDate: Tuesday, 10 February 2026 at 19:21To: Lookers Land Rover West London - Nicola Penrose, nicolapenrose@lookers.co.ukCc: garfiledramsay@lookers.co.ukSubject: Re: New Car Enquiry - Lookers Land Rover West LondonDear Nicola,I haven’t heard from West London branch, despite emailing the West London branch and you a few rimes now, which is unacceptable.I want to escalate this and make a complaint.Please share the details of how to make a complaint.Dear Garfield,I found your details form the net and I believe you are the branch manager.I’m out of the country but available on WhatsApp, will try to call you tomorrow about this refund.There is no response from West London Lookers for over 2 weeks about my refund.Thanks,Mangala07734431732

Good Afternoon,We hope you had a great weekend.Please could you advise on the below email which was sent on 2nd February? We’re investigating an open complaint which was raised against the Lookers Land Rover West London branch.Thank you for your assistance in this matter.Kind Regards,Luke“Market leading SMR supplychain management since 2003”Customer Servicese: Customer.Services@fleetassist.co.ukw: www.fleetassist.co.ukThis email was sent from an email account of Fleet Assist Ltd which is a company registered in England and Wales with company number 04685458 and has its offices at 1 Sovereign Court, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire PE29 6XU. The contents of this e-mail are confidential and may be privileged and subject to internal monitoring. If you are not the addressee indicated in this message, you may not copy, forward, disclose, deliver or otherwise use it or any part of it in any form whatsoever. You should then kindly notify the sender by replying to this message and destroy it thereafterFrom: Customer ServicesSent: 05 February 2026 13:10To: vehiclecomplaints@lookers.co.uk; Jason SlavinSubject: RE: OE24BTX - Tusker - Lookers Land Rover West LondonGood Afternoon Jason,We hope this email finds you well.Please could you advise on the below at your earliest convenience?Thank you in advance.Kind Regards,LukeFrom: Customer ServicesSent: 02 February 2026 11:42To: 'Jason Slavin'Subject: RE: OE24BTX - Tusker - Lookers Land Rover West LondonHi Jason,I’ve just checked the vehicle’s booking page and can see that the booking for the West London branch was not successfully closed by our team.Nevertheless, would you be able to investigate why the driver was not provided with a courtesy vehicle for their comfirmed booking at the Buckinghamshire branch?Kind Regards,LukeFrom: Jason SlavinSent: 29 January 2026 10:17To: Customer ServicesSubject: RE: OE24BTX - Tusker - Lookers Land Rover West LondonCAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.Hi ScarlettI am trying to chase this through as to who went back to the customer to confirm the booking, but can see two booking were made on 1Link for the same car on the same day at two separate garages? Do you know why this was?RegardsJasonDate Requested Reg No Make Model booking ID Operator Name Site ID Site Name Date Pref 1 Date Pref 2 Date Pref 3 Booking Offer Date Booking Date To Offer Date Days While UWait Collection Collection Post Code Courtesy Car17/12/2025 07:44 OE24BTX Jaguar E-PACE SUV AWD 152500877 Tuskerdirect Limited 1014643 Lookers Land Rover West London 06/01/2026 09:00 07/01/2026 09:00 08/01/2026 09:00 N N Y17/12/2025 15:54 OE24BTX Jaguar E-PACE SUV AWD 152534559 Tuskerdirect Limited 1014589 Lookers Jaguar / Land Rover Buckinghamshire 06/01/2026 09:00 07/01/2026 09:00 08/01/2026 09:00 N N YJason SlavinAftersales Operations ManagerHead Office - Commercial OperationsLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07583169763lookers.co.ukFrom: Customer ServicesSent: 29 January 2026 10:06To: Jason SlavinCc: Vehicle ComplaintsSubject: RE: OE24BTX - Tusker - Lookers Land Rover West LondonImportance: HighExternal Sender: Confirm legitimacy before acting.Hi Jason,Could you come back to me on this one as soon as possible please?Kind Regards,Scarlett“Market leading SMR supplychain management since 2003”Customer Servicese: Customer.Services@fleetassist.co.ukw: www.fleetassist.co.ukThis email was sent from an email account of Fleet Assist Ltd which is a company registered in England and Wales with company number 04685458 and has its offices at 1 Sovereign Court, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire PE29 6XU. The contents of this e-mail are confidential and may be privileged and subject to internal monitoring. If you are not the addressee indicated in this message, you may not copy, forward, disclose, deliver or otherwise use it or any part of it in any form whatsoever. You should then kindly notify the sender by replying to this message and destroy it thereafterFrom: Customer ServicesSent: 27 January 2026 10:34To: 'Jason Slavin'Subject: RE: OE24BTX - Tusker - Lookers Land Rover West LondonHi Jason,The booking was actually with Lookers Jaguar / Land Rover Buckinghamshire on 08/01 not the West London site so apologies for the confusion here, however the details we have been provided from our customer are:Your records show that a courtesy vehicle was requested, booked, and confirmed by the dealership at the time the appointment was arranged. This is further supported by the fact that the dealership contacted the driver directly ahead of the visit to request documentation typically required for a courtesy vehicle, including a DVLA check code and insurance details.However, upon arrival at the dealership, the driver was advised that no courtesy vehicle was available and was told that the dealership had informed Fleet Assist back in December that a vehicle would not be provided. This explanation does not align with either your booking records or the dealership’s pre-appointment communications with the driver.As a result, the driver was required to remain at the dealership for the duration of the work, causing understandable frustration and inconvenience.We are just looking to understand why the site called the driver to get the information needed for a courtesy car only to then tell the driver it was not available.Kind Regards,ScarlettFrom: Jason SlavinSent: 26 January 2026 14:36To: Customer ServicesSubject: RE: OE24BTX - Tusker - Lookers Land Rover West LondonCAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.Hi LukeCan you let me know the detail of this complaint please.Just spoken to Weston London but they have said its not been in with them last time it was with us was at Aylesbury.RegardsJasonJason SlavinAftersales Operations ManagerHead Office - Commercial OperationsLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07583169763lookers.co.ukFrom: Customer ServicesSent: 26 January 2026 10:36To: Vehicle ComplaintsCc: Jason SlavinSubject: RE: OE24BTX - Tusker - Lookers Land Rover West LondonExternal Sender: Confirm legitimacy before acting.Good Morning,We hope you are well.We have not yet received a response to our complaint which was sent on 15th January.We have a promise to our customers to resolve complaints within 5 working days, however, this has now passed and we require an urgent response.Please respond accordingly as soon as possible.Thank you for taking the time to deal with this matter.Kind Regards,Luke“Market leading SMR supplychain management since 2003”Customer Servicese: Customer.Services@fleetassist.co.ukw: www.fleetassist.co.ukThis email was sent from an email account of Fleet Assist Ltd which is a company registered in England and Wales with company number 04685458 and has its offices at 1 Sovereign Court, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire PE29 6XU. The contents of this e-mail are confidential and may be privileged and subject to internal monitoring. If you are not the addressee indicated in this message, you may not copy, forward, disclose, deliver or otherwise use it or any part of it in any form whatsoever. You should then kindly notify the sender by replying to this message and destroy it thereafterFrom: Customer ServicesSent: 21 January 2026 11:38To: 'Vehiclecomplaints@lookers.co.uk'Cc: 'jasonslavin@lookers.co.uk'Subject: RE: OE24BTX - Tusker - Lookers Land Rover West LondonGood Morning,We hope this email finds you well.Please could you advise on the below at your earliest convenience? It relates to an open complaint we have with the above site.Kind Regards,LukeFrom: Customer ServicesSent: 16 January 2026 09:40To: Vehiclecomplaints@lookers.co.ukCc: jasonslavin@lookers.co.ukSubject: OE24BTX - Tusker - Lookers Land Rover West LondonGood Morning,We hope you are well.We have not yet received a response to the complaint, which we submitted to Lookers via Looker’s online portal.We have a promise to our customers to resolve complaints within 5 working days, however, this is quickly approaching and we would appreciate a response to this email within 24 hours.Thank you for taking the time to deal with this matter.Kind Regards,Luke

Hi,I have received my vehicle back from Lookers West London, and I appreciate the team taking the car in.Unfortunately, on Saturday, shortly after its return, the vehicle experienced a serious and dangerous failure. While driving on a fast road, five warning lights suddenly appeared, the steering became extremely stiff, and I lost control of the car. This resulted in the vehicle leaving the road and caused a near-fatal collision.Both my daughter and I were in the car at the time. I have since suffered injuries to my neck and arm due to the steering locking and becoming extremely difficult to control. I had to physically force the steering wheel to manoeuvre the car into the side lane in order to avoid further danger.I am extremely distressed by this incident, particularly given that the vehicle had just been returned to me. The loss of steering control placed our lives at serious risk, and I am deeply concerned about the safety of the vehicle.I require this matter to be treated as urgent. Please confirm:• That the vehicle will be fully inspected as a priority• What checks were carried out prior to the car being returned to me• How this incident will be formally investigatedGiven the seriousness of the situation and the injuries sustained, I would appreciate a prompt response outlining next steps.Kind regards,Nida Ahmad

Dear,As mentioned in the email, the dealership is - Lookers Land Rover West LondonKind regardsMaurice JosephSent from Outlook for iO________________________________________From: Customer FeedbackSent: Thursday, January 22, 2026 9:39:54 AMTo: 'maurice joseph'Subject: RE: Formal Complaint & Rejection of Vehicle – Consumer Rights Act 2015 (Serious Safety & Reliability Failures)Good morning,Thank you for your email.  We are sorry to learn that you have experienced difficulties with a Lookers dealership.   Please could you confirm which Lookers dealership this refers to so that we can ensure that it is referred to the relevant team for investigation. Kind regardsFrom: maurice josephSent: 22 January 2026 08:00To: Vehicle ComplaintsSubject: Formal Complaint & Rejection of Vehicle – Consumer Rights Act 2015 (Serious Safety & Reliability Failures)External Sender: Confirm legitimacy before acting.Dear Jaguar Land Rover Customer Relations,I am writing to submit a formal complaint and to place Jaguar Land Rover on notice of my intention to reject my vehicle due to serious defects, repeated breakdowns, safety-critical failures, and multiple breaches of the Consumer Rights Act 2015.Vehicle - Land rover DefenderRegistration - LN73 XKJLegal PositionUnder the Consumer Rights Act 2015, goods supplied must be:• Of satisfactory quality (Section 9)• Fit for purpose (Section 10)• As described (Section 11)• Safe and durableMy vehicle has failed on all of the above grounds. Despite being given multiple opportunities to repair, the vehicle continues to suffer from dangerous faults. I am therefore exercising my final right to reject the vehicle under Sections 20 and 24 of the Consumer Rights Act 2015.Issues Identified at Test Drive & Collection (Not Rectified)At the time of test drive and prior to collection, I raised multiple defects, which I was assured would be fixed before delivery. Only one issue was resolved. The outstanding issues included:• Dented rear wheel / spare wheel cover• Missing air intake• Additional cosmetic and mechanical issues• Noisy door cardDespite assurances, these issues were not rectified before delivery.Delays & Failure to Deliver as Agreed• The delivery date was delayed• A second collection date was arranged, yet the vehicle was again not delivered on time• When the vehicle was eventually handed over, several agreed repairs were still outstandingAs a business owner, I rely on having a functioning vehicle due to tight schedules and nationwide travel. These delays caused significant disruption.I was informed that outstanding work would be completed once parts arrived and that I would need to return the vehicle at a later date.First Breakdown – Serious Safety IncidentWhile driving to Croydon to drop off staff, the following occurred:• Multiple dashboard warning lights appeared• Shortly after, the vehicle stopped in the middle of the road• The vehicle automatically shifted into neutral• I have photographic evidence of all dashboard warningsI contacted Range Rover breakdown cover. Instead of JLR technicians, AA attended. The AA technician:• Was unable to identify the fault• Contacted JLR technicians for advice• Ran diagnostics and deleted all fault codes• Advised me to take the vehicle to the dealership the next day• Explicitly stated he did not know what the underlying issue wasDealership Repair Attempt – Locketts West LondonThe vehicle was delivered to Locketts West London Range Rover. I:• Explained all faults in detail• Left the vehicle with them• Was provided with a courtesy vehicle for approximately 3½ weeksCollection After 3½ Weeks – Promised Work Not DoneUpon being informed the vehicle was ready for collection, I discovered:• The rear wheel / spare wheel cover was still dented and not replaced, despite being promised at first collection• The air intake had not been fitted, despite being previously confirmed it would be• I was told only at this stage that the air intake “does not fit the vehicle”– after waiting 3½ weeks• The noisy door card I reported was not rectified• I was told nothing was wrong with the vehicle and that it was safe to driveThis was despite the vehicle being held for several weeks specifically to address these issues.Second Breakdown – Severe & Dangerous FailureWithin 24 hours of collecting the vehicle and while travelling to a business meeting:• All warning lights reappeared• I lost power steering• The vehicle again shifted into neutral• The brakes were not functioning correctly• The vehicle suddenly stopped in live traffic• The car would not restart• Dashboard indicated the battery was flatAs a result:• I missed my meeting• I was stranded from approximately 19:30–20:00 until 03:00Breakdown & Recovery FailuresAA attended after approximately 3 hours and could not repair the vehicle. A recovery truck (VBR Recovery) was dispatched.The recovery operative:• Did not have a battery pack• Incorrectly attached the winch to a suspension component• Dragged the vehicle without the wheels rotating• Failed to use the tow hook• Risked serious damage to the gearbox and differentialI had to intervene personally, use my own battery pack, and drive the vehicle onto the recovery truck myself to prevent further damage. I did not leave the scene until approximately 03:00.Previous Vehicle History – Pattern of FailureThis is not my first serious issue with the brand.My previous Range Rover (FH68 HNU, purchased in 2023) experienced:• Extended periods off the road (initially 6 weeks, later 6 months)• Smoke entering the cabin at motorway speeds• Strong fumes causing breathing difficulties for myself and my family• Vehicle repeatedly returned without proper repair• Final refusal to assist once the extended warranty expiredI had to repair the vehicle at my own cost and retain invoices and video evidence.Despite this, I chose to trust the brand again. I now regret that decision.Loss of Confidence & Safety ConcernsGiven:• Multiple unresolved defects• Repeated safety-critical breakdowns• Failure to repair despite extended time at dealership• Inaccurate assurances that the vehicle was “safe to drive”• A clear pattern of failures across two vehiclesI have suffered a total loss of confidence in this vehicle and the brand.This vehicle is dangerous to operate, particularly with my family, and presents an unacceptable risk to myself and other road users.Resolution RequiredI am formally requesting:1. Acceptance of my rejection of the vehicle2. Written confirmation of the next steps3. No further repair attempts4. Resolution without delayIf this matter is not resolved promptly, I will proceed via solicitors without further notice, supported by extensive evidence including:• Photos• Videos• Recovery records• Invoices• CorrespondencePlease provide a written response within 14 daysKind regardsMaurice JosephVehicle Reg - LN73 XKJ

Will you please stop sending me service reminders for a vehicle you took in part exchange. I do not own this vehicle nor do I know who you sold it to

cust had the vehicle booked in for today a month ago the appointment was. Today the cust looked at how to get there and the location had changed, she normally used Battersea but she didnt know that. Cust then had to cancel the appointment. After the customers meeting she called and spoke to Fouzi and advised a C&D, they looked up the address but wasnt able to offer and she would have to have a CC the end of March would be the first appointment. Couldnt get any better, spoke to manager and she could not get through and they will get back to you. No one has called so the cust called back spke with bookings office and they called through and cust has been advised that this is not possible.

External Sender: Confirm legitimacy before acting.Greetings,A week on and no one has had the professional courtesy to get back to me about these huge lapses in customer care, fixing the damage done to my Defender and the mis-sold service plan.I urgently need the service to be finished as was promised to me when I purchased my second service plan from yourselves.Regards,EdmondEdmond Terakopian07973 541 866www.terakopian.comwww.teravision.euSent from my iPhoneOn 17 Jan 2026, at 16:01, Edmond Terakopianwrote:Dear Fouzie,After having waited around six weeks for your response, I am disappointed not just by its content, but also the fact that you have ignored all but one of the issues, that I have had to suffer due to the lack of care of your staff. I would ask you to read my original email (below) thoroughly and respond fully to the points raised.On the subject of the damaged felt lining of the rear windows (both sides), I realised that in my original email, which was extremely upsetting to write, I left out one aspect. The first time that the felt on the driver’s side was damaged, it had been ripped out, stretched and was left hanging off. When I reported this to Wayne, he asked the chap who books the cars in to go and take a picture to how him. I accompanied the chap outside. When he saw the damage, he quickly pushed the felt back and in, to hide the damage and then photographed it, covering up the damage, rather than showing any care for the customer. I didn’t say a thing and waited until we were back inside and with Wayne. When I confronted him about this, he point blank lied and said such a thing hadn’t been done. When I then insisted that the CCTV footage from the front of the car park was looked at, Wayne and this chap suddenly looked down and wouldn’t get the video, which of course would have 100% confirmed what I had said. Please read my entire email as there are wider issues. I am still waiting for the two back window felts to be replaced after being damaged by your staff.On to the service plan. I have bought two service plans from Lookers West London. The first, went without a hitch. I would get called weeks ahead of the service and the car would be booked in, with the full service being carries out. This was roughly the 2015-2020 period, back when customer service was a thing. Once the first one finished, I bought the second service plan from Lookers again.For the last service, no one bothered to call me to book it in. For nine years, I had received calls to book the car in. Suspiciously, on this one, no one called. I realised a few months later that I needed the service and made the call myself. No one mentioned that I would be asked to pay extra for this service when I booked the car in, naturally mentioning that I had a service plan. The night before, when Allan called to confirm I would be coming in the next day, he also made no mention that I would be asked to pay extra. The service was booked and I could wait whilst it was being done.Why would I pay handsomely for a service plan, which doesn’t include full servicing? I have taken out a service plan, not a partial service plan. I was not told when I bought my second service plan that it would be a partial plan. I would like you to show me, if you think I have agreed to such a ludicrous thing? I paid for a service plan and I would like my last service on the plan to be done, fully. As I have paid for it, fully.When I was discussing this with Alison, whilst there on my last visit, she said that anyway we can’t do this now as we have to order some parts in.So no one had prepared for my service and once there, then tried this on, telling me I had to pay around £1200 on top of what I had paid for the full service plan.I bought a service plan, which covers servicing. Otherwise, such a plan has been purposefully mis-sold by Lookers and perhaps needs to be checked out by Trading Standards and the Ombudsman? My money was taken for a service, which you are now trying to charge for. Even at a discount, I’m sure you will agree that this is not in any way acceptable.We have bought two fully loaded vehicles from Lookers and had them fully serviced for 10 years, exclusively with you. Including MOTs. My last MOT was with one of your competitors though as you couldn’t fit me in, in time. I have to say, the competitor provided a service so great, that I had a meeting with the manager to compliment everyone I had dealt with. It rekindled my passion for Land Rover, which Lookers over the last few years have seemed to have tried their best to demolish.I will also be raising this with Land Rover themselves, unless the remainder of the service is done in full and the rear window felts are fitted. I have waited patiently enough.Regards,Edmond

The rear lamp on my Range Rover Evoque (registration LO22 OUA) was replaced last year. The repair was initially booked on the understanding that it would be covered under the extended warranty in place at the time. However, upon completion of the work, I was informed that the repair was not covered and I was required to pay for it.I have since reviewed the documentation for the extended warranty, which indicates that items such as light replacements should be covered. Could you please check this for me and advise whether I may be eligible for reimbursement?I would appreciate your assistance and look forward to hearing from you.Kind regards