Dear Sir or Madam,I am writing to formally complain about the handling of my MDP+ policy (for vehicle DL24 FKN purchased on the same day) purchased from Lookers Stafford on 13 December 2025 , and to request its cancellation with a full refund.At the time of purchase, I specifically requested the full policy documents and Terms & Conditions for the MDP+ policy. I was advised by your salesperson, Beatrice, that these could not be provided on the day as the purchase was completed on a Saturday, but that they would be sent on the next working day.Despite repeated follow-ups, I have still not received the policy documents to date. For clarity, my contact attempts are set out below in chronological order:* 18 December – Emailed Beatrice requesting the documents* 19 December – Beatrice replied, citing issues with a new system and advised me to contact her again if not received by 28 December* 29 December – Emailed Beatrice again; email bounced back. I then emailed Christopher Garner, who was CC’d in the previous correspondence* 5 January – Called Lookers Stafford; receptionist advised Beatrice is no longer working there and a manager would call me back by the end of next day (no response received)* 7 January – Called Lookers Stafford again; receptionist stated a manager would call me back. On the same day, I also emailed the aftersales manager, Lee Tuckett, to raise the matter in writing. No response has been received.I am now seeking to cancel the MDP+ policy due to the ongoing lack of response and the dealership’s handling of this matter, which has caused me to lose confidence in the representations made at the point of sale.At the time I entered into the agreement on 13 December 2025, there was a minor dent on the vehicle which was addressed by the dealership’s SMART repair specialist. The outcome of this repair was unsatisfactory, and I raised my concerns during the purchase process.In response, I was specifically assured by Beatrice that the MDP+ policy was cancellable at any time, including after the first service, and that I would receive a full refund if I was not satisfied with the standard of SMART repair. This assurance was a key factor in my decision to proceed with the policy.I was also advised that I would receive the full policy documentation and Terms & Conditions following completion of the purchase.These representations formed an essential part of the contract. To date, the policy documentation has not been provided, and the dealership’s subsequent conduct has further undermined my confidence in the assurances given.I am therefore requesting that Lookers either provide the full MDP+ policy documents and Terms & Conditions within 14 days of the date of this letter, or alternatively, confirm the cancellation of the MDP+ policy with a full refund, without penalty.If this matter is not resolved within the 14-day period, I will have no option but to proceed with cancellation on the basis of non-fulfilment of contractual obligations.I would prefer to resolve this matter amicably and look forward to your prompt response.

As part of the deal on my Mini, I paid for GardX paint and interior protection. I was told that this includes a warranty, but I received no paperwork for it, and when I checked on their website to see that this has been registered, my vehicle is not found. I have asked the salesperson about this several times and not received a meaningful update so I’m questioning whether this was actually applied at all. In the absence of any proof I’d like a refund for the cost. I was also told that I would get GardX top up products but was given generic Mini branded cleaning items which makes me suspect that hadn’t been done.The original sales process was fine but everything after that has been poor. When I collected the car, the vehicle was already assigned to one of your staff members Mini ID which took time to remove before I could be added. The driver’s side window wasn’t closing when the vehicle was locked so I’d had to drive back to the showroom to get that fixed. How that wasn’t picked up on the PDI is a mystery.The Mini branded cleaning products that I was given leaked into the boot, ruining an expensive leather bag (which you’ve since paid for).I’ve also noticed that the first service is due a year earlier than expected. It’s showing as needed in November 2026, and not two years from when the car was first registered (it had been in your showroom for some time).

HiIn November/December 2023 I purchased a Mini Countryman from you - reg number BC14 DKF. I dealt with Matthew Greenbank.From the outset, the clutch was making a noticeable stirring noise, which I raised with Matthew at the time. I was advised that this was likely normal engine noise, particularly as it was my first diesel vehicle. Unfortunately, the noise gradually worsened, and I took the car to an independent garage earlier this year. They confirmed that the clutch was severely degraded and required immediate replacement, at a cost of £2,000.I’m understandably very disappointed by this outcome, particularly as this was a concern I highlighted at the point of purchase and one that, in hindsight, appears to have been an early indication of clutch failure. Given this, I feel it is reasonable to say the issue was present when the vehicle was supplied.One of the key reasons I chose to buy through Mini Approved was for the reassurance of vehicle quality and pre-sale checks, so this situation has been especially frustrating and has fallen short of my expectations. I have been a long-standing Mini Approved customer, but unless your response is satisfactory, I am unlikely to use your services again.In light of the above, I would appreciate you considering a goodwill contribution towards the cost of the repair. I hope we can resolve this fairly and amicably.Kind regards,Richard Carrick

Good evening,I purchased a used Mini through the Lookers MINI (Stafford) dealership on 26th November. I studied images and videos of the vehicle beforehand and discussed with the sales agent.Having travelled for a few hours by train to collect the car and get it home I discovered a number of issues, mainly related to very poor condition of the vehicle and significant damage to door furniture, body panels and pillar trims which occurred during the dealer preparation and 'valet' (i.e. in between me agreeing to buy the vehicle and subsequently collecting it).I reached out to the dealer in question but have yet to receive a response. I would have liked at least an acknowledgement if not a resolution. I feel I need to get in touch accordingly. I attach my comments to the dealer and am happy to provide more detail on the timeline, vehicle and damage.I look forward to hearing from you.

Dan very poor overall experienceWouldn’t returnOllie very good but Dan took over the sale , hence we didn’t purchase

Regarding the warranty, my point is that all components on a car experience wear and tear, which is why—as stated clearly in the RAC information—nothing is covered after 8 years. This is also why the warranty period was changed to 3 years instead of 4. Had I not noticed this myself, I would have ended up paying for something that was not fit for purpose, which in my view would amount to being mis-sold.We also have the video from Suraj, which I suggest you review [stonechiphere or there nothing major]. His comments about the scratches and overall condition were not based on viewing the vehicle from 2 metres away, as you are now suggesting. I am confident I can demonstrate that they are visible.As mentioned, coming to you would require a full day and the experience so far has not given me much confidence that the issues would be resolved. I do like how the car drives, but attending your site would mean losing a day’s wages.I have already contacted BMW UK, as we spent all of yesterday chasing updates and were promised a call back that never came. The only response we finally received was after a Trustpilot review was posted.I will think about your offer to return the car, but as stated, I do like the drive, specification, and mileage. If I decide to keep it, I will most likely arrange to have the sides repainted.

It's all about the p[people.Olly was fantastic. Very knowledgeable, relaxed and informed. Did not put any pressure on us and could not have done more. Won the sale over two other dealerships. Give him a raise.

Lack of communication

Left waiting 45 minutes for a booked appointment and wasn't listened to at all during the appointment and final insult was can you download an app.... er no. Sales craft was absolutely shocking.

Although we decided not to change our Mini on this occasion we received very good service and information from your team and especially Beatrice, your sales executive. When we decide to change the car we will certainly let you know.