Good afternoon,I wish to make a complaint regarding a car that was purchased from Lookers, Portland Road, Newcastle, on 28/11/25.The car is a Landrover Discovery Sport, Registration SC22 WHP.The complaint surrounds four fault issues with the car, and the worse than poor communication, pre sales checks, and after sales care from the dealership, in trying to resolve this satisfactorily.It would appear that the dealership knew about the faults but only disclosed one when we arrived to collect the car.The four fault issues were as follows:1) rear light cluster requiring replacement due to ingress of moisture.This was the fault we were directed to by the sales representative Sam Fuller. We were informed that this had been discovered the day before (27/11/25) whilst the car was in for MOT testing, but couldn't be replaced in time due to the part requiring to be ordered.This was supposedly the only thing picked up during the MOT and that the car had passed with no other issues. The MOT certificate wasn't printed off as promised but we were told we could access the DVLA website at our convenience and print off a copy if required. The replacement light cluster would be managed by Sam Fuller, where the car was to be booked into a Landrover garage near to our home for the repair to be carried out and paid for by the dealership. This was to be arranged in 2 weeks, due to Sam Fuller being on annual leave.In the end, I had to take this on board to ensure the replacement part was fitted.2) chip and horizontal crack damage to centre bottom of front windscreen.As it was raining heavily when we collected the car, I didn't notice until we were on route home to Scotland. The fault had been noticed by Craig Newman, Senior Service Adviser, by his own admission, having picked the car up from it's MOT the day before, and as I later found out, had been noted on the MOT certificate as a 'Repair as soon as possible (minor defect) - windscreen damaged but not adversely affecting driver's view Central Front (chip in windscreen)'.3) Tyre pressure warning light illuminated on the dashboard a few miles from the dealership, warning to check tyre pressures of both front tyres. On checking them, both fronts were underinflated at 29 and 30 and should be 37. Surprising considering the car was only in the servicing department the day before where it supposedly received a thorough check. Thankfully only underinflated and not punctured.The underinflated tyres was a one off issue rectified by myself and has posed no further problems.4) After the tyre pressure warning light, the engine management light illuminated on the dashboard, approximately 60 miles from the dealership.Having pulled in, I contacted both the dealership and RAC (warranty, including breakdown cover), where eventually, I was advised to continue to drive home as there were no other symptoms, and it would have been a minimum 4 hour wait with no guarantee of identifying the issue.When we nearly home we received a phone call from Craig Newman, Senior Service Adviser, asking us to return the car to the dealership before closing time to exchange for a courtesy car, however, due to the time and distance away that we were, this was impossible to achieve.In addition, we were relieved to have nearly made it home, and weren't keen to attempt a return journey with a car that had an illuminated engine management light with no further information on what the problem was, and whether driving it any further may have caused further damage.After further discussion and me chasing up Craig Newman on numerous occasions, I made an appointment to visit the local Landrover garage, where it was established what was wrong with the car, identifying problems with the diesel particulate filter, dated prior to us purchasing the car.Having been told by Lookers dealership that a car goes through a completely thorough systematic check including a diagnostic check, I am surprised this wasn't picked up and rectified prior to the car being placed on the forecourt for sale.Further down the line of continued struggle with dealership communication, I had been informed I was to communicate solely with Ray Haslam, Used Car Sales Manager, and in doing so eventually managed to get the engine management light problem rectified with a replacement diesel particulate filter and the rear light cluster replaced at a local Landrover garage at the dealership's expense.I did have to wait a considerable length of time for this to happen and to be reimbursed for the two diagnostic check invoices that I had to pay prior to the car being released, which I wasn't particularly happy about either.Initially Ray Haslam was very helpful, and once he got involved, sourced a nice courtesy car for me very quickly, delivered to my home, as he was aware that I had family care commitments and could not be without a reliable car. I was much appreciative of this, as no one else had managed to achieve this and it was adding to the stress at that time. He placed no time limit on the length of time we had the car which was a relief. The car was uplifted and returned with no issues.The remaining fault issue is with the chip and crack to the windscreen and it seems the dealership has no intention of resolving this.The last communication I received was by email from Ray Haslam, Used Car Sales Manager, in response to my email dated 19/3/26 asking once again for an update on how to progress the last of the issues, being the chip and crack on the windscreen. Mr Haslam asked me for photographs to be sent of the damage which I did, via email, being delivered on 20/03/26 to his inbox. I am still awaiting a response.I find the windscreen damage particularly galling, as being a distance sale, I was asked to photograph and send pictures of any damage on my traded in vehicle, which I genuinely did for a true trade in value, and had to confirm no windscreen damage on my trade in, which there wasn't. Shame the same courtesy wasn't applied to me with the vehicle I was purchasing.I also have a problem with being asked by the dealership to organise a claim on my insurance to replace the windscreen, as the damage occurred prior to me getting the car, and has been timestamped on the MOT certificate, so I don't believe is right asking my insurance company to cover the cost of damage incurred prior to the insurance starting on this car. This seemed underhand to me.In addition to a large number of phone calls to the dealership, I have sent many emails, and can supply copies if required, to show my willingness and patience to sort these problems out, especially when I have had to make repeated polite requests to get things moving forward, but I am extremely unhappy and very disappointed that we are now in May of 2026 and I am still spending time trying to resolve this.I feel now that I have no other alternative than to approach the Complaints Department as I am getting nowhere.Regards,Susan Menelaws11 Robinsland DriveWest LintonPeeblesshireScottish BordersEH46 7JD

I put my car in for service on 16th February and when I got the car back I noticed the service book was not there. I just left the folder that came with the car on the passenger seat with the locking wheel nut.I rang a week later, 25th February when I had time, to see if it had been left behind. They said they'd check and get back in touch. I never received a call back. I then rang back 2 days later, 27th February. They did not have the service book and said that every was online so it would be fine and that it was a known problem with cars going out without service books. I was told they would request a new one and recieve it by post. Ive then left it a couple of months as I was told it takes up to a month. Ive recieved nothing, no service book, an email or a phone call to say it has been ordered or on the way.I then range the branch again asking for a manager to get help rather than make a complaint. The person I spoke to on the phone said they'd email the manager with all my details to contact me, this was April 25th. Its now the 14 may and I've had no contact from the branch.I'd like this matter resolved please, with the log book sent out. I expect better service from lookers in terms of getting the service book in the first place but the support afterwards has been nothing short of disappointing and feels like I've been going round in circles.Ive placed down the original car registration that I purchased. The car now has a private reg which was used to book the service ac24slc

cust paid £250 deposit beginning of March. He rejectd the vehicle and would like his deposit back please

cust had a booking today 08.05 with a CC. the cust has turned up today and there was no vehicle available. There was a missed call whilst the customer was at work yesterday at around 15.48 cust returned the call at 16.53 and was told it would be a courtesy call and everything was okay with the booking. Cust arrived this morning to be told there was no CC for him, they an rebook for next Friday but cust needs to check availability.

I am submitting a complaint regarding my recent vehicle purchase and ongoing issues.The vehicle has already been returned for repair to address stone chip and paintwork defects. However, the repair remains unsatisfactory, with visible filler, uneven/raised areas, and noticeable buffing marks across the panels. The vehicle is therefore not of satisfactory quality.In addition, I am experiencing multiple further issues, including faults with the front sensor and camera system, with warnings indicating that the front camera and anti-collision system are unavailable.I have also identified that the rear left brake light is loose/wobbly, suggesting it has not been correctly refitted and may present a further safety or electrical concern.I understand arrangements are being made to bring the vehicle back in for repair of the sensor issue, however I require that all outstanding issues, including the paintwork and brake light fitting, are properly addressed at the same time.I am willing to allow the vehicle to be repaired, but this must be carried out to a professional standard so that all faults are fully resolved. At this stage, I am looking for a complete and lasting resolution to the issues rather than repeated partial repairs. I would prefer to resolve this amicably, however if the issues cannot be resolved satisfactorily, I will consider exercising my rights under the Consumer Rights Act 2015.Please confirm how you intend to proceed.

Vehicle repaired on the 18th March due to e-power failure and breakdown. - RAC escorted me to Nissan Newcastle.Happened again on the 4th April as e-power system failure and breakdown. however the car reset after 1 hour so cancelled RAC and managed to drive short distance home followed by family member for safety. Now on driveway at home address, unused and feel the vehicle is unsafe.We have formally rejected the vehicle based on safety to my family and have contacted Novuna Vehicle Solutions who are dealing with our complaint.

I would like to activate an Excess Return Voucher for my Nissan - reg NA24 DHZ. I had it for first year after purchase, and last year after service. Despite information on your website advertising it with the Customer Promise along side T&Cs that say it is a product I can have. But, I cannot activate it. I eventually found an online form which doesn't work as I get no email back. The dealership can't help, nor can Nissan Insurance or Customer Services. It has been sugessted by Nissan Insurance that the dealer needs to provide a link. Can you help?

Hi,I would like to arrange the return of the above recently purchased vehicle at the Nissan Newcastle dealership. I have contacted the sales team there and listed the defects that have become obvious since the purchase on Friday afternoon, however I am awaiting a response and action plan. I have indicated that the condition of the car was not acceptable given the cost and age of the vehicle. Could you please confirm if there is any further information you require to accelerate the return process. I can forward the email I have sent with the list and supporting photos if required.I look forward to hearing from you soon.Kind regardsNeil Wakefield

To whom it may concernI would like to express my disappointment in the service I have received following a used car purchase from Lookers Nissan Newcastle, if you could review the below explanation and timeline and advise if you believe this to be an acceptable service to be provided to a customer of Lookers. It has been unprofessional, incompetent and at times insulting. I would welcome your feedback on this..Timeline (Melanie’s account)Sat 24/01 Car Purchased £8515 total. (£7240 cash, £1275 Part Exchange Clio)– Can’t fault Ben from Sales, great communication, very helpful when there was a problem with my part exMon 26/01 Car delivered by BenFri 27/02 Car Broke down – The Galleries Washington. Stuck at the roundabout, caused a big delay of traffic. 3 strangers tried to help, and my car would not go into gear, I was pushed to the side of the road, managed to get the car into 1st gear while engine was off so drove home in 1st gear (less than one mile) Emailed Lookers as were closed for the day.Sat 28/02 Ben called first thing and arranged collection, advised I would now be passed to after sales and service departments for contact, I asked about Courtesy car but told none available, Car collected on flatbed truck- driver could not get car into gear when started up.Mon 02/03 Voicemail from service department asking why they had my car and what it was in for, we rang back and explained the problem.Tues 03/03 We rang for update, we were told it needs a new clutch and flywheel, they were waiting for authorisation to go ahead but all being well car will be done for Thursday. Asked again about courtesy car but told there was none available.Wed 04/03 No contactThurs 05/03 We rang for an update, told someone will ring us back, waited until late afternoon no call back so called again. Told they will chase sales and ring me back.Thurs 05/03 I emailed Ben asking if he had any contact details for sales as I was getting nowhere, received out of office, emailed his out of office contact Brandon but received no reply.Fri 06/03 we rang for update; someone will ring me back. No call back, rang late afternoon to be told they need to take out Gearbox to have a look (despite being told 3 days previous they already knew what the problem was)Sat 07/03 we rang for update, someone will call be backSat 07/03 no call back, rang again asking to speak to a manager, got through to Ray who advised service had left for the day but promised to call me back on Monday with an update. Asked again about a courtesy car, he said wait until next week until he can find out what is happening with my car.Mon 09/03 waited until 4pm, No callbackMon 09/03 We called for update, told gearbox has been taken out, will call back with diagnosis.Mon 09/03 I emailed permission for my brother (Andy)to speak to Service and Ray as he is a timed served mechanic/Engineer so understands more than me.Mon 09/03 Andy spoke to Ray asking why the Gearbox was being taken out without checking other things first? He wasn’t sure so Andy spoke to Service, was told by service the car was being put back together as all looked ok and they will call tomorrow with an updateTues 10/03 No call backWed 11/03 We rang for an update, told car was ready for collection with no fault found. Andy asked again why they would take out a gearbox and not change the cylinder inside. Craig from service agreed they probably should have but have different skill levels in service so conversations would be had. Andy emailed asking for confirmation in writing that the problem had not been fixed and when it went wrong, we would be covered. No reply!Wed 11/03 Job sheet received said no fault witnessed yet car had been collected on a pickup as the driver couldn’t get it into gear, they verbally told us they had changed a spring, but this was not on job sheet.Wed 11/03 Collected car 5.30pm – took 45 mins to get home in traffic, a few miles into journey car was difficult to get into gear.Thurs 12/03 Car Broke down again, this time in Team Valley Gateshead close to my work, the same issue, would not go into gear, got pushed into a car park and called Garage back. Car collected on a flat bad, it was driven on this time as car went into gear upon collection,Fri 13/03 Garage called to say they cannot identify a problem yet, they had driven the car with no problem selecting gears, intermittent problem. They would keep car, keep driving it, maybe get someone from service to take it home for the weekend until they witness the problem.Fri 13/03 I am finally given a courtesy car after 2 weeks of no car and spending nearly £230 on Taxi Fares just to get to workSat 14/03 No contactMon 16/03 No contactTues 17/03 No contactWed 18/03 No contactThurs 19/03 No contactFri 20/03 We emailed, received call back saying they have now realised the car has a 12-week RAC warranty so they will be replacing the clutch and salve cylinder and will be in touch.Sat 21/03 No contactMon 23/03 No contactTues 24/03 No contactWed 25/03 We emailed for update, emailed back saying waiting for a pipe to be delivered, should hopefully be done tomorrowThurs 26/03 No contactFri 27/03 We emailed for an update, email received saying car was done and to come and collect.Fri 27/03 Collected car,Sat 28/03 we emailed garage to say the clutch pedal was making a loud clicking noise every time you pressed it also the tracking was off as car was pulling to the left. Sent Video of clutch which clearly shows problemMon 30/03 Called to ask if email had been received and speak to service, someone will call me backMon 30/03 Craig called back to book car in (for the third time) next available day with a courtesy car is in over a weeks’ time, Tues 07th April,Tues 07/04 had to take day off work to drop car off, car dropped offWed 08/04 Craig called 4.45pm to say car is done and there is no fault, he explained he had viewed the video with service and that it was normal, free play on a clutch is normal and all cars do that. I fully agreed that free play on a clutch is normal but not a ‘clicking’ clutch. He said his master technician has told him that and he believed him. I explained in my nearly 30 years of driving I have never driven a car with a clicking clutch, I asked him to go try any car on the forecourt and ring me back, he rang back 10 mins later to say he had been to my car and it was in fact normal. Car was ready for collection in the morning, nothing more they could do.Thurs 09/04 Andy emailed Craig regarding the ‘clicking’ clutch, he agreed for his technician to re look at it, 20 mins later the Technician had relooked and confirmed there was no fault and car was ready to be collected.Thurs 09/04 More time taken off work to collect car, Car collectedFurther info (Andy’s account)On receipt of the car after the first breakdown the Initial assessment of the car showed a fault, which was identified by lookers tech as possible clutch and fly wheel, gearbox was removed and replaced without any parts replaced (waste of money) due to them “looking ok” we were told that it was most likely just air in the system causing the fault. I informed them that any air in a sealed hydraulic system is a symptom not a cause. Asked where the air had come from?? No response. From 20+ years as a senior tech I would expect this to be passing in one of the cylinders (one in the gearbox and one on the pedal) which I relayed to Craig in service, he replied with “it looks ok” I am unsure how technical the person reading this is, however, it is physically impossible to see inside a slave cylinder to see if it is drawing air! So a visual inspection is pointless. Further tests had indicated the car was now going into gear as it should. I relayed my concern that all they had done was delayed the inevitable and the fault would return. as the car had been with them for 1 month now out of a 3-month warranty I had concerns the fault would return after the 3 months leaving us with nowhere to go. Again, no response to this email either! After numerous emails and phone calls Lookers refused to do any further work on the car as they believed it was working ok. Told to collect, Within 24 hours of collecting the car it was again broken down on the side of the road. After inspection it was intermittently failing to go into gear (another symptom of slave cylinder failing) Both sales manager Ray and Service manager Craig agreed they would not authorise any part replacement without total failure. However, the next phone call was from service who said he did not realise that the warranty given by Lookers was an RAC external warranty and as this was able to be claimed back, they have removed the gearbox again and ordered new clutch slave cylinder and master cylinder.Following the repair finally being completed the car was collected again only to find that the car would violently pull to the left and steer wheel was not straight, with the clutch pedal making a Clicking noise on initial press, re booked the car in to be told that the clicking noise was normal and Quote “all cars do this” After refusal to accept this as an explanation the car was returned to the workshop and rectified. No admission or job sheet was recorded for this issue; we were just told there was not a fault. (despite the video attached showing the issue on arrival back at the garage and now no fault)To summarise the above, it is my belief that Lookers tried on numerous occasions to Fob off my sister as a fool, with false claims and incompetent suggestions to save money which in turn cost lookers more money, by removing the gearbox and doing nothing, only to have to remove again. (by his own admission Craig said he thought it was the old type Lookers 3 month guarantee not the external one) As soon as they realised, they could claim the correct action was taken and problem rectified. Both subsequent faults (clicking clutch and steer wheel pulling issues) we cause by the initial works carried out.This car has been owned now for 10 weeks with 5 of these spent in the garage due to a penny-pinching attitude, She has spent £230 in Taxi fares just to get to work and back and used a day and a half of her annual leave to drop off and collect the car several times, with the warranty now coming to an end we don’t feel like we have had the benefit of the 3 months of motoring to give confidence in the car.Kind regardsMelanie Wilce

To whom it may concernI would like to complain about the service received from Lookers Newcastle.Car registration: BD18 LHWI booked my car in for service and MOT following an email reminder from you.I booked on the phone as the website was down.I have a service plan with you.I have now gone to tax my car and been told an MOT wasn’t done, only a service.I have had to rearrange days off work and now and further day off work due to this and it has been completely inconvenient. My car when taken in for service also wasn’t cleaned - madness when the car was in for a full day as a part was needed which wasn’t delivered until the following day.Really poor service throughout.Sophia Gholkar