I am writing to formally raise a complaint regarding the handling of the repair on my car and the provision of a courtesy car. I have contacted BMW UK on the advice of yourselves but have now been redirected back to yourselves.Timeline of events:1. My vehicle (BMW i4) registration: SH04 TUN broke down and was reported on 19 June 2026.2. The vehicle was recovered on 20 June 2026 to Lookers BMW Stoke.3. I was provided with a courtesy car on 20 June 2026.My complaint relates to the courtesy vehicle provided. I have been supplied with a hybrid petrol BMW X4, which is not comparable to my fully electric BMW i4 and has resulted in both financial and practical disadvantages:1. Increased running costs:I currently charge my electric vehicle at a fixed cost of approximately £20 per month. Moving to a petrol hybrid has significantly increased my out-of-pocket expenses for fuel, which I would not otherwise incur, this is costing me £90 each week to fuel.2. Insurance limitations:My husband is insured to drive my BMW i4; however, the courtesy vehicle is insured for me only. This has created unnecessary inconvenience and restricted normal household usage.3. Not like-for-like:I have specifically requested an electric replacement to reflect my original vehicle. I have been informed that this cannot be accommodated due to a “no swap” policy and that the current vehicle is considered “like-for-like.” I do not agree with this assessment, as the difference between electric and petrol/hybrid vehicles materially impacts both cost and usability.I am now two weeks on with no progress on my car repair, in fact my car didn't move or make any progress last week, it was not even unlocked!I would like to complain about the length of time and lack of clarity on who to resolve my issue with related to the courtesy vehicle I have, I absolutely appreciate the courtesy car and wouldn't mind for a few days, however, given the length of time this is and appears to be going on for, I would like for a review of:1. Is there a provision of a fully electric courtesy vehicle equivalent to my BMW i4, or2. Appropriate financial reimbursement for the additional fuel costs incurred, and3. A review of the position that the current vehicle is “like-for-like,” given the clear differences in operating costs and practical usage.I would appreciate your prompt attention to this matter and a response outlining how you intend to resolve the issue. I have a case number with BMW UK who have now closed the case and asked me to contact you. Can the response please be in writing as I am keeping all data for a potential claim with the motor ombudsman.

I have requested multiple times for a SAR on my data and no response. I also requested contact from Simon Kemp on the matter which hasn’t happened

Hi, my car was in for work covered under warranty a couple of months ago. Upon collection I found a small scratch on the bumper. The sales agent took pictures and advised that someone would be Intouch to arrange repair. I received no communication.A couple of days later someone called to ask if everything went okay, I again raised the issue and was promised a call back but have had no further communications.Please can someone sort this?I've kept the car in pristine condition since new, taking it to a mains dealer I would have expected better. I understand that accidents happen but I find it hard to believe that however it occured the person that did it wasn't aware of the damage and also then failed to rectify. Secondly, the complete lack of aftercare service and communication is very poor and will certainly factor in on the next car I have.Regards,Matthew WeathererBMW ix2, FD74UXT

I reserved vehicle registration DW24 HEJ through your website on 9 June 2026 and paid the required £250 refundable reservation deposit.After reviewing the sales proposal with your team, we were unfortunately unable to reach an agreement. The valuation offered for my part-exchange vehicle was considerably lower than expected, and I also discovered that the mileage advertised on your website was inaccurate. As a result, I decided not to proceed with the purchase.On 11 June 2026, I formally notified your team by email that I wished to cancel my reservation and requested the return of my £250 refundable reservation deposit. In that email, I thanked your team for their time and made it clear that I no longer wished to proceed with the transaction.Since then, I have sent several follow-up emails requesting an update on my refund. Despite my repeated attempts to resolve this matter amicably, I have received no acknowledgement or response whatsoever. I have retained the full email correspondence, which clearly evidences my refund request and the complete lack of communication from your business.My point of contact throughout this process has been Sam Dolan, BMW Used Car Transaction Manager. I am extremely disappointed by the poor level of customer service and the failure to respond to multiple reasonable requests. A refundable reservation deposit should be returned promptly once a customer cancels the reservation, particularly where the cancellation has been communicated clearly and acknowledged by the available email records.It has now been almost three weeks since my refund request, and there has been no explanation for the delay, no update on the status of the refund, and no response to any of my correspondence. This level of customer service falls well below the standard I would expect from a BMW retailer.I am simply requesting the immediate return of my £250 refundable reservation deposit. If this matter cannot be resolved promptly, I will have no alternative but to escalate my complaint further, including through BMW UK, the relevant Alternative Dispute Resolution service or the Motor Ombudsman, and, if necessary, seek recovery of the funds through my card provider or the appropriate legal channels.I sincerely hope this will not be necessary and that this matter can now be resolved quickly by processing my refund without any further delay.

I requested cancellation of extended warranty through the website & subsequently several emails to Lookers customer service. I've had no response other than repeated asks for the same details from Lookers customer service. It's been almost a month since my initial request.

I am raising complaint regarding an unresolved cancellation and full refund for a "Maintenance and Repair Plus" insurance policy (Plan Number: LOOK1180673, Platinum Plus Cover Level). I have sold my vehicle, so the cover is no longer needed. The policy has a future start date of 27/07/2026.The timeline of events is as follows:- 2nd June: I called plan provider, The Warranty Group Services, who referred me back to the dealer as I was told cancellation has to be proccessed by the dealer and transferred my call to Lookers BMW Stoke. The reception tried to pass me to a relevant team member without success. I was told I would receive a callback, but no callback was received.- 3rd June: I called Lookers BMW Stoke again. I was initially given same callback excuse, but I insisted on speaking to someone since I had already called previous day. I was finally put through to a staff member who looked into my request, took my bank details for refund and assured me it would be processed in a few days.- 25th & 26th June (Thursday & Friday): Having received no funds, I called on both days to check progress. I was met with the exact same response: "an email has been sent to a colleague and they will call you back." No callbacks happened.- 29th June (Monday): I called again. The reception acknowledged my multiple attempts and tried to transfer me to a manager. The manager was unavailable and same promised callback never happened.Desired Resolution:Because this notice of cancellation is served well before the 27/07/2026 start date, I am entitled to a full 100% refund. I request that Customer Service and Resolutions team ensures this policy is marked as cancelled immediately, provides written email confirmation of the cancellation, and immediately processes my bank refund.

To whom it may concern,I am writing to raise a formal complaint regarding the £500 deposit I paid for a vehicle, which remains outstanding.The deposit was paid on 06/06/2026. On 09/06/2026, I contacted your dealership to request clarification on whether my finance application had been approved. During this interaction, I spoke to a member of staff who advised that Mitch (the salesperson who took the deposit) was not present and would return my call. I did not receive a call back. I was subsequently sent an email, to which I replied asking how long refunds would take; however, this query was not answered.Once I was later informed that my finance application had been declined, I requested a refund. Despite this, I have still not received the funds, and the refund is now over 20 days overdue.For clarity, I have outlined my further attempts to resolve this matter:• 11/06/2026 – I called again and spoke to another member of staff who confirmed Mitch was not available and would call me back. He did not.• 18/06/2026 & 19/06/2026 – I spoke to Sam, who again advised Mitch was unavailable but would check and call me back. Sam later confirmed Mitch had not processed the refund, but assured me that he had now resolved this and that the funds would be returned within 3–5 days.• 22/06/2026 – I called again and asked for Sam. Another staff member responded dismissively, stating that “it has been processed” and that I should “just keep checking” my bank. At this point, I had already been waiting over two weeks.Despite multiple assurances and repeated follow-ups, I have still not received my refund.This level of service and lack of communication is unacceptable.Under the Consumer Rights Act 2015 (Section 52), services must be carried out within a reasonable timeframe where none is specifically agreed. Additionally, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 34), refunds must be issued without undue delay and typically within 14 days.Furthermore, under the Motor Ombudsman’s Motor Industry Code of Practice for Vehicle Sales, businesses are required to act fairly, provide clear terms regarding deposits, and handle transactions in a professional and timely manner. Based on my experience, these standards have not been met.Given that:• My finance application was declined• The purchase did not proceed• No clear written terms were provided stating this deposit was non-refundableI expect the full amount to be returned immediately.I would also like to note that I have always held BMW in high regard and would have welcomed the opportunity to purchase from your dealership in the future. However, this experience has unfortunately affected my confidence in doing so.Please treat this matter as urgent. If the full refund is not received by 30/06/2026, I will escalate this complaint through your formal procedures and refer the matter to The Motor Ombudsman. I will also consider pursuing recovery via my payment provider, including chargeback or Section 75 of the Consumer Credit Act 1974, where applicable.I request written confirmation of:• When the refund has been processed• The method of refund• The expected date of receiptI expect this matter to be resolved promptly.Yours sincerely,Brandon GittinsTel: 07510683487

Dear all,As I have had no response about this issue from anyone and you have failed to provide what I asked for, I have since sought an independent diagnosis, fix, and report from an experienced BMW automotive specialist.The fault was traced to a relay costing £30, which has resolved the issue.This has raised serious concerns about the accuracy and integrity of BMW, which I have intuited for a while.I have previously requested copies of the diagnostic findings from the issue with the roof last year, which had a 2-year warranty included on it, which apparently didn’t include the circa £2000 ‘pump’ replacement that needed to be conducted in addition to the £800 I spent last year.Please treat this as a formal request for copies of all documentation, technician notes, diagnostic reports, and customer records relating to the diagnosis of my convertible roof fault, for 2025 and 2026.If any of the information requested is considered ‘personal data’, please also treat this as a subject access request SAR under UK GDPR law.Given that I spent circa £800 last year and was advised that this new issue would cost in the region of £2000; the latter being resolved with a £30 relay, I require a full explanation of how the diagnosis on the 2025 and 2026 fault was reached.As you have purposefully ignored my calls and emails for so long, the content and requests made above have also been submitted to BMW UK customer relations and the senior management team at Lookers Motor Group.Thereafter, if it is not resolved satisfactorily, the complaint will be sent to the Motor Ombudsmen.Regards,Ian Comerford

I am writing to formally raise a complaint regarding the outstanding matters associated with my vehicle purchase, which remain unresolved despite repeated attempts to obtain an update.The salesman Christian Middleton did not transfer my private plate as requested, sadly i had to drive away from the dealership on the original number plates.For clarity:£1,000 deposit paid on 14 May 2026£47,500 vehicle trade-in completed on 22 May 2026I have now owned my new vehicle for more than a month. During this period, I have made multiple telephone calls and sent several emails requesting updates regarding:The outstanding refund.Replacement number plates, as those supplied were defective, with fingerprints visible beneath the reflective backing.Provision of the GuardX kit, which formed part of the agreed sale package and is evidenced within our email correspondence.I have also previously sent a recorded delivery package containing a copy of the V5C and written confirmation from BMW Financial Services confirming that I have been fully disassociated from my previous vehicle.Despite this, I have received no meaningful update, no resolution, and no indication of when these matters will be addressed.What is particularly concerning is that my trade-in vehicle was sold weeks ago as is evident by the sold photo on your website, yet the agreed refund remains outstanding. Bank transfers typically clear within 3–10 working days, and I am now significantly beyond that timeframe.Given the value of this transaction and the time that has elapsed, this level of aftersales service is wholly unacceptable and has fallen well below the standard I would expect from a BMW retailer.I therefore require written confirmation of the following:The outstanding refund and the date it will be processed.Confirmation that the agreed GuardX kit will be supplied.Confirmation that replacement (X2 MJW) number plates and screw caps will be provided.If Lookers BMW Stoke-on-Trent does not intend to honour any of these agreed items, please confirm this explicitly in writing so that I may pursue the matter through the appropriate channels without further delay.I would add that I took the time to leave a very positive review following my vehicle purchase, as my experience during the sale process was excellent. It is therefore extremely disappointing that the dealership's failure to resolve these relatively straightforward issues has ultimately overshadowed what should have been a positive customer experience.Should I not receive a satisfactory response and resolution within 7 days of the date of this letter, I will have no option but to escalate the matter formally through BMW UK, Lookers Head Office, and any other appropriate consumer channels without further notice.I look forward to your urgent response.Yours faithfully,Michael Walker.

I viewed an M5 on the 2nd of May 2026 , BMW Stoke agreed it need brakes , tyres and a service so i paid a deposit and left.The week after was told it showed as it had altered software and therfore couldnt be sold as BMW approved used, and asked if i still wanted the car . Also it had a cracked coil spring so they would replace all 4 . I agreed to still go ahead with the sale provided they serviced the gearbox and diff oil which they agreed. After waiting for the springs to come into stock (2 weeks) the work started.Fast forward 2 weeks later and i was informed it was nearly ready for collection and could i pay the balance (£35.000) which i did. Was then told the passanger seat module had a fault and needed changing but was told would be ready for collection the week after. So i booked time off work , only to be told the day before i was due to collect that BMW head office were questioning the software issue ( that was noted 4 weeks earlier) and was told by the salesman that workshops couldnt give a date when the car would be ready. I was refunded my money the day after only to see the car back up for sale on Autotrader the same day. I wasted 5 weeks waiting for a car that ended up "not being able to sell me" And still as of today is for sale on line.The only reason i am happy for the 1 star is Adam the salesman kept me informed all the way through and was a decent enough bloke.