Subject: Formal Rejection of Vehicle Under the Consumer Rights Act 2015 – BK18 HFJDear Head of Business,I am writing to formally reject the vehicle I purchased from Lookers Stafford, a 2018 MINI Countryman Cooper S E ALL4, registration BK18 HFJ, under my short-term right to reject as provided by the Consumer Rights Act 2015.I purchased the vehicle on 5 July 2026, and I remain within the 30-day statutory rejection period.The vehicle was advertised as being equipped with MINI Connected / MINI Connected XL. This formed part of the description of the vehicle and influenced my decision to purchase it.Following the sale, I have been informed by both MINI UK and your dealership that this vehicle is not compatible with MINI Connected services. This means the vehicle cannot provide the functionality that was advertised and is therefore not as described, contrary to Sections 11 and 19 of the Consumer Rights Act 2015.I was also informed by your Brand Manager that I should have asked what features the vehicle did not have if they were important to me. I do not accept this position. The law requires that a vehicle supplied by a trader matches the description given. As a consumer, I am entitled to rely on the accuracy of your advertisement and the information provided by your dealership.I would also point out that, on the day I collected the vehicle, your staff attempted to connect the vehicle to the MINI app using my email address and password. If the vehicle was known to be incompatible with MINI Connected, I do not understand why this process was carried out or why I was not informed before completing the purchase.As the vehicle is not as described, I am exercising my short-term right to reject under the Consumer Rights Act 2015.I therefore require:1. A full refund of the purchase price of £13,5002. The return of my part-exchange vehicle, or if it has already been sold, payment of its full agreed part-exchange value.3. Written confirmation of the arrangements for returning the MINI and processing my refund.Please treat this letter as my formal notice of rejection. I request your written response within 48 hours confirming that you accept my rejection and detailing the next steps.If this matter cannot be resolved promptly, I will have no alternative but to pursue the matter through the appropriate legal channels without further notice.I look forward to your prompt response.Yours sincerely,Christine VaughanSent from my iPhone

I purchased a mini from this dealer back in March. The first issue is we arrived on the day to collect the car as directed by the salesman Suraj. Once we arrived he went to collect the vehicle, this seemed to take a long time. Sensing something wasn't quite right I did an MOT check on the car which showed it as requiring an MOT. The car finally turned up about an hour later and was wet, it has obviously just been washed last minute. I then informed the salesman that the MOT is expired and he told me it had been done it must be a system error. As he was unable to tax the vehicle he instructed us to return home, using a courtesy car, and as this was also now late evening, he apologised and told us to take the family for a meal on the way home, submitting receipts to him and Lookers would cover it as a gesture of good will. We received the car the next day, the MOT has been carried out that day and had actually failed the first one so the story of it being a system error was obviously a lie. Checking over the vehicle at home, there was a large gouge on the bonnet which had also rusted. I sent photos of this to Suraj, along with the receipts for the meal as directed and received an email back stating he is just about to go on holiday but he will sort it once back. I have emailed multiple times since then and have received no response in either getting the vehicle booked in for repair or for refunding the meal as we were told. It is months down the line now and this really needs resolving.

📄 Statement of EventOn the morning of 22nd May 2026, I saw an advertisement on AutoTrader for a green MINI Countryman Electric. As I was actively looking to purchase a green MINI Countryman EV, I contacted the dealership to inquire about the details. I spoke with a male salesperson named Will.Because the dealership is located nearly 58 miles away from my home—requiring approximately a 1-hour and 45-minute drive—the dealership advised me to place a £250 holding deposit online to reserve the vehicle. Will explicitly assured me that this deposit was fully refundable if the car turned out to be unsuitable.I arrived at the showroom at around 5:00 PM on the same day (22nd May). Upon viewing the vehicle in person, I discovered that the color was not the shade of green I preferred, and there were visible minor scuffs and slight impact marks on the car body. Consequently, no purchase agreement was made.After careful consideration, I decided not to proceed with the vehicle. I sent a formal cancellation and refund request via email on 24th May 2026 (within the 3-day window), but received no reply. I followed up with another email directly to the salesperson, Will, on 26th May 2026, which was also completely ignored.Over the following weeks, I called the branch multiple times (including on 4th June and 9th June). Each time, the staff member who answered promised that someone would follow up and call me back, but I have never received a single return call or message.To date, no refund has been credited to my bank account. This entire experience and the merchant's complete lack of communication and unprofessional conduct have caused me significant distress, anxiety, and ongoing frustration

Thank you for you refund of £11,299 regarding the above . However there is still the matter of the £500.00 deposit that is still out standing. I enclose a receipt that shows the purchase price of £11.799 00.pounds leaving a balance of £11.299 to be paid, this has been refunded leaving £500.00 still to be returned, the bank details for the refund remain the same should you require any further information do not hesitate to contact me on 07414170868. Thank you for help in dealing with this matter. Regards Bill Blackburn

purchased the vehicle last year and was sold the MDP for approx £428, was advised it covers the wheels aswell as knocks and scrapes so took it out. was without the vehicle for 8-10 month due to recall work. took the car recently to stoke as due a service and enquired about getting the stone chips covered via the policy to be advised needs to call the company that provides it to be told they would only cover £25 of the job. looking to get a full refund as feels the policy is not worth the paper it is written on and has not even used it.

1. The finance was tried to be put through at a very very low one for the PCP when i had asked for it to be hogher - i was doubted and had to wait while they replayed the calls - i asked to have a copy but no one came back and then suddenly the finance agreement was corrected.2. Once home i found a substantial mark on the car bumper - i got in touch and was told it could not have been there on pick up due to the quality checks - luckily i had taken a picture of the car in the showroom which showed the mark and so after much chasing they got it repaired.3. in all the too and fro with the finance agreement, they forgot to include the 3 years servicing that was to be included, i have chased this multple times and yet 2 months on from having the car i still have nothing to prove i have this.Any less tenacious person would have and very incorrect finance agreement, a scratched bumper and no service agreement.I have now owned 6 minis from new and this is the worst purchase i have made - i have many emails if you need them to back up my issues.

on 31st March i sent sent £33000 to pay for a Mini JCW , After appalling service on the 1st of April i decided not to buy the car i spoke to Christopher Garner the brand manger and he asked for a refund to be sorted by Dominic Prescot . ( i have all email correspondence for this) . It's now the 22nd of April i have still not received my £33000 refund. Your accounts department according to Dom received the required paperwork on the 7TH April . According to Dominic it can take up to 10 working days for the refund to be actioned. The 10 days was up on Monday 22nd April I have emailed Dom and Christopher contacted Dom and Christopher and asked on numerous occasions for this to be escalated and sorted i sent a email yesterday at 10.30 am the email was as followsDominic,the deadline for 10 working days since your accounts department receiving the paperwork and paying my refund has now past , you have now had my Money £33000 since 1st April i want this money TODAY , i need phone a call and email confirming the transfer. If you don't have the authority to escalate this and get this done as a priority (which is should already be ) give it to someone who can and let me know who this person is.thanksNO one has got back to me. This is UNACCEPTABLE i need my £33000 i can not accept this level of service i. I need this escalating to your REGIONAL DIRECTOR immediately and someone in Authority to call me today. Thank you

We purchased a car 06/03/2026 We have made a complaint but have not received a call back tried phoning but no one answering, We have an outstanding cash back and a policy for the minor damage that we purchased.I have tried to call and email but no one has been in back to us

Good afternoon,I am writing to follow up on a complaint I originally raised after purchasing my Mini from Mini Stafford in September 2025.Following my initial complaint (a copy of which I will forward for your reference), I received confirmation from Christopher Garner that I would be refunded £40 for a fuel charge and £60 for valet costs, totalling £100.Despite this agreement being made in September 2025, I have since chased this matter on no fewer than four occasions, and the agreed refund has still not been issued.This ongoing delay is unacceptable, particularly given that the refund was clearly agreed several months ago. I would therefore ask that this matter is investigated as a priority and that the outstanding £100 is refunded to me without any further delay.I look forward to your prompt response.Madeline Hough

Good morningWe are forwarding the details of a customer complaint regarding ongoing quality concerns (attached).As we investigate these concerns, please provide the following without delay:• Signed vehicle PDI copy• Job sheets/technician reports for any inspections/repairs• Confirmation if the driver was provided a courtesy vehicle free of charge• For vehicles currently under repair: confirmed fault details, estimated completion date, and any delay causes• Any other relevant information on file.If the vehicle has not been returned to you, please engage proactively with the customer to identify the root cause of the reported issue(s).We request your response within 5 working days to collaborate effectively and achieve a positive outcome for the customer. Please may you liaise with the dealer to see if they have seen the vehicle since sale and what their position is on the matter. We are happy to discuss further if needed.Thank you for your prompt attention to this matter.Kind regards,LavernePrivate Customer Escalations ExecutiveBMW Financial ServicesSummit OneSummit AvenueFarnboroughGU14 0FBAlso see attachments