Good afternoon,I am writing to raise an issue regarding my recent experience following the purchase of my vehicle from Lookers Nissan in January 2026. I bought a 2023 VW Polo, reg of YK23HMP.Within one week of purchase, the engine management light (EML) appeared. I subsequently booked a diagnostic appointment with Lookers Nissan in March 2026. However, I was informed after the diagnostic that the issue could not be identified, the EML had simply been cleared, and I was advised to return if the light reappeared. I was also told that no further work could be carried out as it would void my Volkswagen warranty.If it was known that the issue could not be resolved due to warranty restrictions, I do not understand why I was booked in for a diagnostic in the first place, rather than being referred directly to an appropriate Volkswagen service centre.As expected, the EML reappeared within a week. I then contacted Lookers Nissan again, but it took a full week (from Monday to the following Monday) to receive a response. I was eventually advised to contact a Lookers Volkswagen branch, where I have now been given an appointment date of 15th May.I find this delay unacceptable. Volkswagen guidance clearly states that when an orange engine management light appears, professional advice should be sought immediately. A seven-week wait does not align with this guidance.By the time of this appointment, I will have owned the vehicle for approximately four months, during which time the engine management light has been present for the majority of that period. This is not a minor issue; it relates directly to the engine and could potentially lead to further damage if left unresolved.Due to the lack of timely support, I felt compelled to seek a diagnosis independently from a local garage. While I understand this may not be recognised as a third-party, they were at least able to provide a clear explanation of the issue, rather than simply clearing the warning light without resolution.Additionally, I have since been informed by your booking team that:Issues identified during diagnostics can often be resolved the same day (subject to parts availability), or within a couple of days.Waiting times can be reduced if referrals are made internally between Lookers branches.Given this, I am disappointed that no internal referral was made initially to expedite the process and ensure my vehicle received appropriate attention.While I appreciate that service departments are busy and appointment availability may be limited, I would expect that a fault involving the engine management system (particularly on a recently purchased vehicle under warranty) would be treated with a higher level of urgency or prioritisation.This situation has caused considerable inconvenience and concern. I am particularly worried about the potential implications should the warning escalate (for example, if the light turns red), as I currently have no clarity on the severity of the issue.I would appreciate a response addressing the following:Why I was not referred to Volkswagen at the outset?Whether my current appointment can be brought forward?What steps will be taken to resolve this issue promptly and prevent further inconvenience?I look forward to your response.Thank you, and have a lovely day.Abi Crulley

Hello Nissan teamI have tried contacting you several times in regards to an invoice on a car l purchased so that l can forward it to an insurance company following an accidents, but no one seem to be ready to assist me, My name is Agnes Hardcastle and purchased a qashqai nissan ND65RSV around 2016. I was not given an invoice and would like an invoice of how much the car costed so l can forward to insurance company. Please could you assist me asap

Captured as part of QA customer feedback survey - Customer felt they were mis-sold GardX instead of MDP+. Believed was covered for scratches/dents but upon trying to claim was unable to do so. Has been trying to resolve with dealership but feels communication hasn't been great and felt she had to do the chasing

To whom it may concernRe Lookers Nissan ShieldfieldApologies for the long complaint letter but it’s been a long process and I wanted to detail my frustrations. To begin and in summary, Craig has been really helpful, responsive and apologetic. Callum was useless - very poor customer service, limited contact or updates and when he did he was abrupt and patronising. Your mechanical services - extremely poor - 17 days my car has been in. I can’t be assured that the work carried out and charged, very expensively for, was warranted and an unsafe car handed back to me.My vehicle: NM21 LBL Nissan JukeOn 24 th February Tuesday my car had a problem with its clutch. The clutch became floppy, falling to the floor and wouldn’t return without me having to hook it up with my foot. Obviously while it was down it was difficult/ impossible to change gear, however I did manage to nurse it home after several break downs. Roadside assistance came 4 1/2 hours later and the representative said he thought it was air in the system or a fluid leak. He couldn’t repair in my drive so followed me to drop it off at the Shieldfield Nissan dealer that I had used for many years. My car was due it’s MOT on the Friday.I went in on Wednesday morning (25 th) first thing to drop off my keys. Handed them to Callum, told him what was wrong and said that the breakdown rep was certain it was either air or a fluid leak in the clutch system. I heard nothing so I called the dealership at 3.15 with no answer and again at 4.30 to be told by Callum that it hadn’t been looked at yet. I asked about a courtesy car but was told there was nothing available.On the 26 th (Thursday) I still hadn’t heard anything so at 3.17 I called the dealership. Callum told me that the car had been for a test run and up on the ramp and the entire clutch system needed replacing and would be about £2000 as it was a 5 hour job they wouldn’t start until Monday at the earliest and might take until Wednesday. I asked again about a courtesy car to be told that if something was brought in on Friday he’d call me or Monday if not. I reminded him that the car was also due it’s MOT if that could be done.I heard nothing so called the dealership 3 x on Tuesday (3 rd March) with no reply from the workshop so called the reception and asked for a call back to get an update. This time Craig called back as Callum was ‘ busy with customers’ - he got an update from the workshop, the clutch had been replaced but the mechanic wasn’t happy to release it as there were still problems with it and wanted to do another test run. I asked whether that would suggest that the problem wasn’t the clutch then, to be assured that it was but that it might be ‘a dodgy part’ as they had another car with the same problem. I advised Craig I was unhappy with the lack of updates and told him the details above. He hoped my car would be ready on Wednesday. I again heard heard nothing from Callum so I called at 4.30 and asked to speak to Craig. Craig advised that the mechanic still wasn’t happy to release my car. He was aware that I now no longer wanted to deal with Callum as he had been useless. He said he would deal with me and Callum would no longer be involved. Craig arranged for me to pick up a courtesy car the next day. I picked this up on the morning of the 6 th as I was driving up to Scotland to visit my elderly father. At 3.15, Callum called me to say my car was ready to pick up now. I advised him I was in Scotland so would come in on Monday 9 th.On Monday 9 th I went to the dealership to pick up my car, and drop off the courtesy car. Craig met me, assured me that the mechanic was happy to release my car, it had now had two test drives and everything was fine. I again discussed with Craig that I was confused as to why it had continued to have a problem when the entire clutch system had been replaced - very expensively! He assured me that the master mechanic was very experienced and was clear that the clutch had needed to be replaced. All the work ( additional work also carried out following health check) and MOT had been completed. He also apologised that Callum had called me on Friday when he had been told not to.I drove my car off the forecourt and thought the car didn’t feel right, clutch spongy and the car really sluggish, thought it was because of all the work that had been done so gave it a little longer. A few minutes later, in rush hour traffic the car had broken down twice with the clutch being floppy and having to be hooked up to change gear- exactly the original problem. I tried to call the dealership from the car as I was worried it would be closed, but you can’t make a selection of service hands free. Turned the car round and went back to the dealership. I was away for 8 minutes. So I’d been handed back an unsafe car which could have placed me in a dangerous position and even though I’m an experienced driver now causes me anxiety.Spoke to Craig, told him the problem, said it was exactly the same so was the mechanic sure it wasn’t an air block or a fluid leak which I had said right at the beginning - again assured it wasn’t. Got the courtesy car back.Received a phone call from Craig on Tuesday 10 th at 1.20 - the car needed another part as it was a fluid leak. ( really!!) The car had demonstrated the problem I described, especially when on a hill- sorry but that suggests the previous three test runs were either not done or very short. Craig indicated that the part would come in on Wednesday so hoped that the car would be ready Thursday or Friday. Had the repetitive conversation about the clutch system replacement. Craig called on Thursday 12 th to say my car was fixed and ready to pick up. He had driven it home and it was all good. Advised him I couldn’t get to the dealership that day so would come in first thing on Friday morning 13 th. Picked up my car, it seems to be fixed but I’m still anxious driving it -after my past experience.During the 17 days my car had been in 9 of those days I had no courtesy car, had to pay for taxis, had to rely on friend giving lifts and missed events I couldn’t get to. Ive been loyal and bring my car ( and two previous cars) to Lookers Nissan as I’ve previously had great service and feel confident in the work and although I know it’s expensive have felt it was justified because of the customer service and competent work. Now no incentive to return and won’t be as I can get a cheaper and likely more efficient service elsewhere. Customer service was abysmal ( Craig and receptionists excluded).I am not happy to pay the full cost of the clutch as I am not ‘assured’ that the replacement was required. I hate to feel that my initial statement of ‘ it’s an air lock or fluid leak’ was ignored because I’m a woman.Regards

bought 3 years ago discovery sport 2 litre diesel. after one year DPF fault, renowned for these problems. Finance agreement with the vehicle,, struggle to trade in only worth about 5 grand. Running back and forth to school is not enough. Taking the vehicle for a good run every week to help the DPF. Twice again this happened, spoke bellowing out of the exhaust, get RAC to recover and they thought it was the turbo. Further diag could be the engine, Paid over half the finance. Cust is wondering if you could repair or replace the vehicle.

Dear Customer Services,I am writing to raise a complaint regarding a vehicle I purchased from Lookers Nissan Newcastle.I purchased a Nissan Qashqai, registration NL25 JVR, on 19 December 2026. The vehicle was an ex-demonstrator and approximately nine months old at the time of purchase.On 20 February, I noticed a number of defects in the paintwork on the bonnet. These appear to be etching marks caused by bird droppings that have penetrated through the clear coat. The marks are only clearly visible when the sunlight hits the bonnet, which is why they were not noticed at the time of purchase. When I viewed the vehicle, took the test drive, and collected the car after purchase, it was dark outside, so the paintwork appeared normal under those conditions.I took photographs on 20 February, which I will attach for your reference. The following day I went on holiday for two weeks, so I was unable to pursue the matter immediately.Today I visited APS Detailing to have the paint professionally assessed. They confirmed the marks are etching in the clear coat and have quoted £540 to machine polish and correct the paintwork.Since purchasing the vehicle, the car has been well maintained and jet washed weekly, and no bird droppings have been on the vehicle during my ownership. In my view, these marks were already present prior to the sale and should reasonably have been identified and pointed out before the vehicle was sold to me.Under the Consumer Rights Act 2015, goods supplied by a retailer must be of satisfactory quality and free from defects that were present at the time of sale, taking into account the vehicle’s age and description. As these defects appear to have existed prior to my purchase and were not disclosed, I believe the vehicle did not meet this standard at the point of sale.Given the circumstances, I would like to proceed with having the paintwork professionally corrected and request that the dealership covers the cost of £540 for the work required to restore the bonnet to an acceptable condition.Please let me know how you would like to proceed. I have attached the photographs showing the defects and I provide the quotation from APS Detailing.I look forward to your response.Yours sincerely,Matthew Armstrong105 Helmsley RoadNewcastleNE2 1RE

I attended your showroom 23.12.25 to get some advice and our car repaired following numerous issues on our Mitsubishi Outlander. We spoke to Callum O’Rouke who informed us that the car warranty did not start until 17.05.2026 - as we were planning to sell the car before May 2026 we asked Callum for a refund on our extended warranty. Callum checked this with his manager and informed us that it would not be an issue to cancel the warranty now and receive a full refund and informed us that he would complete the necessary paperwork.We followed this up on the 19.01.26 and Callum informed us that the paperwork had been sent to the warranty company on the 06.01.26. Since then we have not received any contact from Callum and despite repeated requests for an update, we have contacted the showroom / Callum direct 5 times since the 19th January via email and messages left via telephone with no response to any method of communication. At this stage it appears that we are purposely being ignored by the garage and we are extremely disappointed with the service we have received. I would like to request an urgent update on my promised refund or I shall be forced to escalate my complaint to the FCA / motor vehicle ombudsman as relevant.

cust is waiting for the refund of the vehicle they purchased around £20,000. they are needing this too go and buy another vehicle. They have the log book which they will return but can you please sort the refund

I am writing to formally complain about the service I have received regarding my Nissan Juke (registration NG73SZW), which remains within its three-year warranty period but has already broken down twice — first on 23 January and again on 24 February.On the first breakdown we were told there was no courtesy car available - this is not our problem and I do not accept that a company such as Lookers couldn’t find a single car anywhere. We were told hire was only provided after diagnosis of the fault , as Lookers didn’t want to potentially bare the cost - again not our problem , fight that out between yourselves and the hire company. As such I was left at your branch, without a car, 16 miles away from home , requiring us to find last minute child care so that my wife could collect me. The second breakdown , which we are currently experiencing we are once again being told the same thing , no courtesy car , no hire car. I was annoyed the first time , but am even more annoyed the second - surely Lookers should be bending over backwards to provide us something? I simply cannot accept that every courtesy car in the north east is in use and if so what does that say about the state of the cars that you sell?As a result of the breakdowns and delays, we have been forced to make repeated trips to the dealership at our own expense — a 32-mile round trip each time, undertaken twice if I listen to the advice that we have been given on this second breakdown. This unnecessary inconvenience has cost us time, fuel, and considerable frustration.The situation has caused our family significant distress. On the first occasion the vehicle broke down while we were stranded at the roadside with both a baby and a toddler. This was an extremely stressful and upsetting experience that could have been mitigated with appropriate support from your dealership. We were told after getting the car to the dealership, that this fault is “a very common problem” , a statement that doesn’t exactly give you faith in the vehicle. Nevertheless, we were assured upon “fixing” the car that the issue was rectified , clearly not!Communication has also been poor. The dealership has been difficult to contact requiring multiple calls to speak to someone, and to make matters worse, a complaint case we previously had open following the first breakdown was closed without any notification to us. This demonstrates a concerning lack of transparency and customer care.It is particularly disappointing that while the sales team were very quick and attentive when it came to placing us into the vehicle, that same willingness to assist has not been present when support has actually been required. The service team can talk the talk but that doesn’t fix my car or put me in a replacement.Given the repeated faults, the poor handling of repairs, issues with communication, and the overall inconvenience and distress caused, we no longer have confidence in this vehicle or in the service support provided. We are therefore formally requesting termination of the contract and permission to return the vehicle, along with reimbursement of our initial deposit of £1,999. Perhaps this needs to be taken up with Nissan directly but you are my starting point.Please treat this as a formal complaint. Should this matter not be resolved satisfactorily, I will consider pursuing the issue through the appropriate consumer protection channels

I called the Newcastle branch and was advised to email AnthonyWills@lookers.co.uk with my complaint. This was on 17th Feb and as i am yet to receive an acknowledgment, i need to record my complaint here.Hi Anthony,I hope this message finds you well. I have been advised to contact you regarding a complaint I have about the customer service I have received from the Lookers Nissan Newcastle Branch.To provide some context, I purchased a Nissan Juke Tekna Plus – ND72 0ZW (now W300 TJS) in November 2022 on a PCP agreement (number 2201319114). In 2025, due to a change in my circumstances, I reached out to the Newcastle branch multiple times to inform them that I no longer required the car. The only options I was given were either to sell the car privately or have Nissan buy it back at a certain value, which unfortunately would not cover the finance settlement. As a result, I was informed that I would still need to pay £2,500 to settle the finance. This was the extent of the support I received, and I was left feeling that I had no choice but to continue paying £303.03 per month for a car I rarely use.However, yesterday, while booking my car in for a service at a different branch, I happened to check the car's value. Following this, I received a call from Lookers Carlisle, who informed me that I was within the timescales for requesting a Voluntary Termination. In fact, I could have been offered this option last year since I had already made more than two years of payments.My question and complaint are: Why wasn’t this advice provided to me back in 2025? I have been struggling to meet the monthly payments, believing I had no other option, whereas I could have handed the car back without any financial repercussions. It is evident to me now that Lookers Nissan Newcastle prioritizes sales over customer care.Your prompt action on this matter would be greatly appreciated. I look forward to your swift response.