Dear Sir/Madam,RE: Vauxhall Grandland, BL24 LHG, purchased from Lookers LiverpoolI am writing to raise a formal complaint regarding the Vauxhall Grandland (registration BL24 LHG) that I purchased on finance from your dealership in late February/early March 2025. Unfortunately, my experience with both the vehicle and the service I have received has been extremely disappointing.From the day I collected the vehicle, it was evident that it had not been prepared to an acceptable standard. The interior had a very strong unpleasant odour, there was rubbish left inside, and the vehicle was generally unclean. I was informed that it had been professionally valeted by Vauxhall before collection, however this was clearly not the case, or the work had been carried out to a very poor standard.As a result, I paid to have the vehicle professionally valeted myself. During this clean, the valeter discovered cigarette ash and what appeared to be cannabis residue and tobacco leaves inside the vehicle. Despite the vehicle receiving a full professional clean to the highest standard, the unpleasant smell persisted for several months. This was not a minor issue but something that affected my enjoyment of the vehicle every time I used it. The cost of the valet was reimbursed from Lookers Liverpool.Shortly after taking ownership, I reported that the stop/start system was not functioning correctly. I raised this concern in March 2025 and was told it was due to the battery only being approximately 75% charged. I accepted this explanation at the time. However, when the vehicle was serviced in February/March 2026, I was informed there had in fact been a fault with the system all along, which was then repaired. This demonstrates that my original concern was not properly investigated.Since purchasing the vehicle, I have experienced a number of ongoing faults, many of which remain unresolved:● The infotainment screen freezes, resets itself repeatedly and often does this several times during a single journey. This has been occurring on an almost daily basis. Having researched the issue, it appears to be a well-known fault affecting this model. I raised this during the vehicle’s service in February/March 2026 and was told it related to a recall that had not yet officially been released, meaning nothing could be done. I also submitted a complaint by email in April 2026 regarding this issue and received no response whatsoever.● The heated seats work intermittently and are unreliable.● The wing mirrors have become stuck in the folded position.● The powered tailgate has stopped functioning.● The vehicle alarm activates unexpectedly without reason.● The gearbox frequently feels as though it becomes stuck when moving from neutral into first gear, raising concerns about its operation.The vehicle was back in the body shop today for the issues mentioned above, and I have now been advised that it must be booked in for 5th August for the gearbox to be stripped. I do not understand why there is a gearbox issue on a car that is only 2 years old. I have also been advised that a courtesy car will be provided while the vehicle is being repaired.Collectively, these faults are unacceptable for a vehicle that was only approximately one year old when I purchased it.I previously owned a 2021 Vauxhall Grandland Ultimate, and in comparison this newer vehicle feels significantly older, lower in quality and far less reliable. I genuinely would not believe this vehicle is only a year old based on its condition and the number of faults it has developed. It has completely failed to meet the standard I reasonably expected when purchasing such a new vehicle.I would also like to raise concerns regarding the circumstances surrounding the sale itself. I felt under considerable pressure to proceed with this purchase after being advised that keeping my previous vehicle would cost me more money, and after being quoted approximately £560 per month for a new Grandland, which I considered wholly unaffordable. This left me feeling that purchasing this particular vehicle was effectively my only option.Within only a few days of collecting the vehicle, I contacted the dealership requesting to return it and reinstate my previous vehicle, as I was already unhappy with my purchase. I was told this was impossible because my previous vehicle had already been transported to the south of England. I have since personally seen my previous vehicle locally on several occasions, leading me to believe that this explanation was untrue. This has significantly damaged my confidence in the honesty and transparency of the sales process.In addition, I believe I should be entitled to financial compensation to reflect the fact that I have been paying full price for a vehicle when a significant part of the specification is unavailable or not functioning properly. I have not received the level of use, reliability or value that I was led to expect, and I do not believe it is reasonable for me to continue bearing the full financial burden for a vehicle that is clearly defective. I would also like you to confirm whether the vehicle can be returned and the finance agreement terminated without any financial penalty or early termination charge, as I should not be disadvantaged for seeking to end an agreement on a vehicle that is not fit for purpose.Overall, I am extremely disappointed by both the quality of the vehicle and the level of customer service I have received. I have repeatedly reported issues, many of which were dismissed, inadequately investigated or simply ignored. I believe I have been left with a vehicle that falls well below the standard that I was entitled to expect.I ask that this complaint is fully investigated and that you provide a written response outlining how you intend to resolve these matters. I would appreciate a response within 14 days of receipt of this letter. Should a satisfactory resolution not be reached, I will consider escalating my complaint to Vauxhall Customer Care, my finance provider, and any other relevant consumer dispute resolution services.I look forward to hearing from you.Regards,Susan Selsby

I am writing to make a formal complaint regarding both the standard of customer service I have received and the handling of my Motability vehicle by your dealership. My experience from the day I collected the vehicle through to the present day has been unacceptable, and I have completely lost confidence in both the vehicle and the dealership.I collected my Vauxhall Grandland in September 2025.When collecting the vehicle, I was kept waiting for over an hour while the vehicle was supposedly being cleaned and the paint protection coating, which I had paid extra for, was being applied.Despite this lengthy wait, the vehicle was clearly not prepared to an acceptable standard. It was visibly unclean and there were muddy footprints in the rear of the vehicle. This was extremely disappointing, particularly as I had paid an additional amount for paint protection and expected the vehicle to be presented in excellent condition.Following delivery, I received a customer experience call. When I began explaining my concerns regarding the poor handover and collection experience, the representative appeared uninterested. As soon as I began discussing the negative aspects of my experience, the call was effectively ended and I was left feeling that my concerns were not valued or recorded.In February 2026, the vehicle began experiencing serious electrical faults.When I contacted the dealership, I was advised that there was no availability to inspect the vehicle and that no courtesy vehicles were available. As a result, I had no option but to contact the RAC.5 February 2026The following faults occurred:Keyless entry failed.Dashboard/display screen failed to power on.Vehicle initially would not engage into Drive.Vehicle entered limp mode.Engine management warning light illuminated.Boot opened independently.Reversing cameras failed.The RAC attended the vehicle and identified:A loose battery terminal.A fuse that had allegedly been incorrectly fitted during manufacture.During their inspection:The vehicle deadlocked itself.The alarm activated continuously.Electronic access failed.The RAC engineer had to gain entry using the physical key.Diagnostic testing identified 76 fault codes.The vehicle was recovered to the dealership.24 February 2026The dealership advised that the vehicle had been repaired and that a new battery had been installed.However, after driving home the faults immediately returned:Keyless locking failed.Alarm activated without warning.Vehicle would not unlock.Vehicle would not start.Dashboard remained blank.The RAC attended again and the vehicle was recovered by flatbed on 25 February 2026.Throughout recovery, the alarm continued sounding.2 March 2026The dealership returned the vehicle again, advising that the issue had been caused by a "loose wire."17 March 2026Further faults developed including:Driver's window failing to close correctly.Reversing camera failing again.20 March 2026The RAC attended for a third time after the following faults occurred:Vehicle entered limp mode.Loss of power while driving.Alarm activating randomly.Doors locking themselves.Boot opening independently.Vehicle displaying "Key Not Detected" despite the key being inside.21 March 2026The vehicle returned to the dealership and has remained off the road ever since.Throughout this process, communication from the dealership has been extremely poor.When I initially asked what would happen after the vehicle was recovered, I was simply told that staff "didn't know" what the next steps would be. No one explained the repair process, expected timescales or who my point of contact would be.When the vehicle returned for the third time, it remained with the dealership for weeks.While accompanying a family member to have their Vauxhall Corsa repaired under recall, I enquired about my own vehicle. I was shocked to be told by a member of the service team that although they had my vehicle, they did not actually know what was wrong with it and needed an overview of the faults so the technicians knew what they were investigating.After having my vehicle for several weeks, nobody had even contacted me to discuss the issues it had originally been booked in for.During this conversation I was also told:"Between you and me, I think this will be a rodent issue."Only days later I received a telephone call advising that no further work would be carried out unless I paid my insurance excess.I strongly dispute the dealership's conclusion that the faults are due to rodent damage.From the very first RAC inspection there was no mention whatsoever of rodent damage. Instead, the identified issues were:Loose battery terminal.Incorrectly fitted fuse.Multiple electrical failures.76 fault codes.Furthermore:The vehicle is normally parked on a shared driveway with three other vehicles.None of the other vehicles have suffered rodent damage.There have been no signs of rodents such as chewed wiring.The dealership stores vehicles in a yard adjacent to a canal.Because I disagreed with the dealership's diagnosis, I instructed an independent RAC engineer to inspect the vehicle.The independent inspection found no evidence of rodent damage beyond a small number of droppings within the engine bay. Given that I have not had possession of the vehicle for over a month, these droppings appear recent and cannot reasonably explain the repeated electrical failures that have existed since February.Despite this, the dealership has attempted to direct the matter through an insurance claim rather than accepting responsibility for investigating what appears to be an ongoing manufacturing or mechanical defect.My insurer has since confirmed that they found no evidence of insured damage and has advised that the insurance claim is being closed.I have now received notification of a manufacturer safety recall stating that my vehicle may experience random deactivation of the interior door handles whilst the engine is running, creating a risk that occupants may be unable to exit the vehicle.This raises even more serious concerns regarding the reliability and safety of the vehicle.Following advice from Motability, I contacted the dealership to ask whether the recall work would be completed while they already had possession of the vehicle, and to request a courtesy vehicle because my insurer would shortly be recovering theirs.I was astonished to be told that the dealership no longer had my vehicle and that they had not had it since February.This is completely untrue.I personally witnessed the vehicle being delivered to the dealership, and independent mechanics attended the vehicle there in both May and July.When I attended the dealership in person, I was informed that their computer system only records whether the keys are on site.I was told that because the keys were not logged, the dealership believed they no longer had the vehicle.When I asked who had collected it, I was told that nobody knew.When I asked how a dealership could release a customer's vehicle without any record of where it had gone, I was told: "Well, it's Motability's car, not yours."I found this comment both dismissive and offensive.Although the vehicle is supplied through the Motability Scheme, I paid an advance payment and continue to make monthly lease payments for a vehicle that I have effectively been deprived of since February.The suggestion that my concerns are somehow less important because the vehicle is supplied through Motability is unacceptable.I was then informed that another member of staff, who was unavailable until Monday, may know where the vehicle had gone and should have informed me if it had been moved.Even Motability were unaware that the vehicle had apparently been removed from the dealership.To make matters worse, the vehicle tracker is now no longer operational, meaning I have no way of knowing where the vehicle is currently located.My complaint is not solely about the repeated faults with the vehicle. It concerns the dealership's complete failure to provide an acceptable level of customer service, including:Poor vehicle preparation at handover.Dismissive treatment during the customer experience process.Failure to provide timely repairs.Poor communication throughout.Lack of updates.Failure to explain repair processes.Misdiagnosis of the fault.Attempting to divert responsibility through an insurance claim despite no evidence of insured damage.Apparent inability to account for the location of my vehicle.Comments implying my concerns matter less because the vehicle is supplied through Motability.Leaving me without the use of my vehicle for several months.Resolution SoughtI request that this complaint is investigated urgently.I would like:A full written explanation of how my complaint has been handled.A written explanation of where my vehicle has been and where it is currently located.Confirmation of how the dealership concluded that rodent damage was responsible despite the RAC findings and the insurer declining the claim.Confirmation of when the outstanding safety recall and all repairs will be completed.A suitable courtesy vehicle for the duration of the repairs.An explanation of why I was told the dealership no longer had my vehicle.An explanation regarding the inappropriate comment that "it's Motability's car, not yours."Appropriate compensation for the poor customer service, the excessive inconvenience, the prolonged loss of use of the vehicle and the distress caused by this matter.I look forward to receiving your formal response within your complaints procedure timescales.

Since I bought the car in November 2025 these are the issues that i have had, paint repair noticed the day i picked it up, wind screen wiper fluid stopped working, vibration on steering wheel, clutch and gear stick when driving at motorway speed, vibration that affected my arthritis, vibration witnessed by a family member, car was brought in and kept overnight, and next day the vibration had gone. I cant say what was done to the car when you kept it for a day and overnight. Then a sensor went that informed me to get the car repaired. At this point your service colleagues would not advise me if I could drive it or not and was informed though that if it got worse whilst i was driving it then i could invalidate the warranty. The car has now come up with these messages, collision detection system not available, adaptive cruise not available, lane keeping assistant not available, tyre under deflation detecting system fault, ESP/ASR system fault/repair needed and hill start system fault. Again I asked on the phone if i can drive it and was told that they are not experts and couldn't advise me, they offered to email the service people to get them to phone me and this never happened and so i have been left with no car and this will be about a week. I have arranged for the car to go in this Monday, 20th, and was informed depending on what they find is up with it is when they may offer a courtesy car. If i had issues with any else that I bought that was on warranty I would have taken it back by now and asked for my money back and this is something that I am considering. I have no complaint against any individual as I suspect they are only doing their jobs. At this point I would like my car fixed and back to me as soon as possible and will say that if i have any further issues in the short term, then I will seek legal guidance to return the car to you and receive full compensation for all that I paid, to the point that if this was offered to me now then I would probably take it.

I am writing to report an absolutely unacceptable, zero-star delivery experience with a Vauxhall Purchase From Lookers Liverpool. The level of service, professionalism, and vehicle preparation was shocking. Delivery Conduct & Security Breaches: No Communication: I received no courtesy call prior to the delivery driver arriving. Abandonment of Vehicle: I was 25 minutes away from home. Rather than waiting or coordinating, the driver parked the car away from my property, blocking a neighbor's driveway. Severe Security Breach: The driver left the vehicle keys with a some one, who I asked to go over my house, because the driver wasn`t clear if he will wait for me or not. He departed before I could inspect or officially receive the car. Vehicle Condition & Falsified Documentation: Immediate Proof of Damage: The lower section of the car arrived covered in marks. Within 5 minutes of getting home, I took photo evidence of these marks and sent them directly to my finance broker (Select). Dismissive Attitude: When I called the driver 22 minutes later, he was incredibly dismissive, telling me it "needs a good buff" or I could just "send it back." Falsified & Hidden Paperwork: I was never given the handover report by the driver. I had to obtain it later via the broker. The report is completely fabricated; it claims there is "no body damage" and falsely ticks off that the jack and warning triangle are present (both are entirely missing from the vehicle). This is far below average service; it is a complete failure of customer care, vehicle safety checks, and basic security protocols. I expect Vauxhall to coordinate with Select and contact me immediately to resolve the bodywork damage, supply the missing safety equipment, and address this fraudulent handover report.

YA70LCK19/12/25 - Upon test drive, the vehicle had very noisy brakes, the salesperson attributed this to the vehicle being stoodFebruary 26 - during an MOT the vehicle received an advisory for the brakes being worn, they had been continually making the same noiseMarch 26 - upon further inspection at the dealership, I was told that there was no issue with the brakesApril 26 - I visited the dealership again and was told that the brakes needed replacing, despite them being similar in noise to when I test drove the vehicle.May 26 - I replaced the brakes at my own cost.Issue 1 - The vehicle was delivered with worn brakes which would be an MOT advisoryIssue 2 - I was told that the vehicle had at least 9 month MOT, this was not true and would have highlighted the issue with the brakesIssue 3 - I was incorrectly informed in March that the brakes were fineIssue 4 - I have had to replace the brakes at my own costThe vehicle is an EV and I use it in B mode, which means I hardly use the brakes.

Hi,Please see the below email and attachment sent yesterday to CEO and head of PR.Sending to you also as I have now found your email address.I look forward to hearing from you.Kathryn McNeeSent from Outlook for iOS________________________________________From: Kathryn McNeeSent: Friday, July 10, 2026 12:40 pmTo: eurig.druce@vauxhall.co.uk; eurig.drice@stellantis.com; matthew.bendall@vauxhall.co.ukSubject: Formal complaintSent from Outlook for iOS________________________________________Hi,Please see the attached timeline leading to my formal complaint.As you can see, I am extremely frustrated with Vauxhall and the shocking customer service.My car has broken with a fault caused by Vauxhall not completing recall work (cancelled twice by Vauxhall).Vauxhall Liverpool are not providing any updates and have repeatedly lied to me. As documented in the timeline.My recorded letter to Vauxhall Head Office has not been responded to.This has now been logged with the Motor Ombudsman team.I am also contacting the press about this.I expect to hear from you as a matter of urgency in relation to this matter. It is now 3 months since I raised this with Vauxhall.Regards.Kathryn McNee

I have been a customer for over 8 years and even recommended family. Every year I pay and get my service done with lookers vauxhall and have always been told you get 12 months RAC breakdown. I have a tyre issue and broke down at 1am. Rang RAC to be told vauxhall had not registered my car with them. The following morning I rang up 4 times over several hours and kept getting told someone would ring me back and noone has. I have had to pay £150 to get my tyre sorted and still noone has rang me back despite me saying I needed it sorting as I had work and needed my car. Im very disappointed in the lack of communication and once my current contract ends I will not be renewing it as I no long have trust in the company.

Dear Service Manager,I am writing to register an urgent formal complaint regarding my vehicle, which has been held at Lookers Vauxhall Liverpool since 29 May 2026 (over 5 weeks) following a manufacturer safety recall.My vehicle was brought to you in a perfectly roadworthy condition with zero warning lights. It had also received a Full Service on 01/04/2026, meaning the vehicle was meticulously maintained. Following your safety recall software update, the vehicle suffered a catastrophic electronic and mechanical failure just two days later, forcing me to pay for private recovery back to your garage. You have since diagnosed a slipping timing belt.Under the Consumer Rights Act 2015, you are legally required to perform services within a reasonable time and without causing significant inconvenience. Leaving me stranded for over 39 days with zero forthcoming information is entirely unacceptable.Furthermore, I formally requested a courtesy vehicle two weeks ago to mitigate my losses, which your branch flatly denied. Because Lookers has stripped me of my transport due to a failure on your part, and subsequently refused to keep me mobile, please note that I am now tracking all alternative transport, taxi, and travel expenses. I will be pursuing Lookers Liverpool for full reimbursement of these consequential financial losses.I require the following actions within 48 hours:1. A written, definitive timeline for the completion of the engine repairs.2. Full reimbursement of my private recovery invoice (receipt attached).3. The immediate provision of a complimentary courtesy car while my vehicle remains stranded.If this timeline and a mobility vehicle are not provided immediately, I will escalate this claim directly to Vauxhall UK Corporate Head Office, Trading Standards, and The Motor Ombudsman (Accreditation #2914) to claim full consequential damages.Yours sincerely,Katarzyna Wlodarczyk07505037832

Dear Complaints Team,I am writing to make a formal complaint regarding the above vehicle, a 2019 Vauxhall Insignia 2.0 Diesel (registration DS68RKK), which I purchased from Lookers Vauxhall Liverpool (Bootle) on 23/04/2026 for £9,775.00I have now owned the vehicle for approximately 11 weeks and have driven around 500 miles.During this short period of ownership, the vehicle has suffered two significant faults:Poor MPG performance was noted, and the the NOx sensor failed on the cars first motorway journey. It was replaced by your workshop under warranty on 10/06/2026.On 21/06/2026 the vehicle displayed a "Reduce Performance / Reduce Clutch Use" warning while being driven at motorway speed. The notification disappeared from the dash, reappearing on 25/06/2026, prompting me to report it to Lookers Bootle. It was booked in for a healthcheck on 30/06/2026. Your workshop has since diagnosed a slipping clutch and advised that the clutch assembly requires replacement, with an estimated repair cost of approximately £2,700.The vehicle has remained in your possession since 30 June 2026. I have not authorised the repair because I dispute that I am responsible for its cost. I have also been without the use of the vehicle and have incurred additional transport expenses as no courtesy vehicle was available.When I contacted your dealership for an update, I was informed that the repair would not be covered because a clutch is considered a wear-and-tear item under the warranty. I requested that the reasons for this decision be provided to me in writing, but at the time of writing I have not received a written explanation and Lookers have had my car for 8 days.My complaint is not a warranty claim. I am making a claim under the Consumer Rights Act 2015.The vehicle was purchased from Lookers as a dealer and, under the Consumer Rights Act 2015, I am entitled to expect that it was of satisfactory quality, taking into account its age, mileage and price.The clutch fault has arisen within the first six months of ownership after approximately 500 miles of my use. Given the timing of the fault and the limited mileage I have covered since purchase, I do not believe it is reasonable for a vehicle purchased from a main dealer to require a complete clutch replacement at my expense so soon after sale.I therefore ask that Lookers formally reviews this matter under the Consumer Rights Act 2015 rather than solely under the terms of the warranty.If Lookers' position is that I am responsible for the repair, I request that you provide:1. Your decision in writing.2. The full reasons for rejecting my claim.3. A copy of the technician's report relating to the clutch.4. The evidence relied upon to conclude that the clutch failure is attributable to normal wear and tear rather than a defect or condition present at the time of sale.5. Confirmation of whether this decision has been made by the selling dealership in consideration of its obligations under the Consumer Rights Act 2015, rather than solely under the vehicle warranty.My preferred outcome is for Lookers to repair the vehicle at no cost to me. If this matter cannot be resolved, I will consider pursuing the remedies available to me under the Consumer Rights Act 2015, including escalation through your complaints process, any applicable Alternative Dispute Resolution scheme, and, if necessary, legal proceedings. I hope this will not be necessary and that we can resolve the matter promptly and amicably.I would appreciate your written response within seven days of the date of this letter, but ideally sooner as I am without a car.

Customer sold the car to the dealership on Monday, and was told she'd have the money within 2-3 working days. But is now being told she has to wait until Monday which she's unhappy as she's in desperate need for the funds.