I had called to speak to John Bannister who had booked a car for me under Motability Scheme - it was an extremely pleasant experience. However, when I called no less than 7 times or so to follow up on the car order status, I could not get hold of him save for one time where the other times, I was promised a message be passed and/or that I'd get a callback from John himself, I ultimately did not hear from anyone. This experience has been proven stressful given my neurodivergent traits.

I am writing to raise a formal complaint regarding the handling of my vehicle and the level of service I have received.The issue with my vehicle — where the dashboard/instrument cluster turns off while driving — was first reported to you on 15 January 2026, including photographic evidence. This represents a serious safety concern.Despite this, the matter was not properly progressed until March 2026, when the vehicle was finally taken in on 10 March for investigation.Since that point, I have experienced:A lack of clear communication and updatesThe fault remaining unresolved despite inspectionBeing left without a vehicle for a period of timeBeing provided with a courtesy car which has also broken down and been collectedI am now in the position where I have no usable vehicle, despite continuing to make payments.Given that this issue has been ongoing since January and involves the loss of critical driver information while driving, I find both the delay in addressing it and the level of service unacceptable.I would like to understand:Why this issue was not properly addressed when first reported on 15 JanuaryWhat actions are now being taken to diagnose and resolve the faultWhat immediate steps will be taken to ensure I have access to a safe and reliable vehiclePlease note that I have also raised this matter with Stellantis Financial Services due to the ongoing safety concern and lack of resolution.I would appreciate a prompt response and a clear plan for resolution.

No one called or emailed back after applying for finance to let me know the outcome

Bought the car march 2025 since buying the car I have trouble with it being back to lookers on a number of occasions they told me to take it to peugeot dealer why they look at it because lookers couldn't because it had to be a peugeot dealer I went to a dealer at Liverpool who charged me one hundred and fifty seven pounds which lookers at st helens told me would be refunded this has not been the case also they sent me to a puegeot dealer at chester on a number of occasions for a oil consumption tests to which after a number off visits they said they had sorted it out but for the last week or so a red spanner and flashing oil can keeps showing on dashboard i took a extra year cover on the car and it seems to me that the repair seems to be a temporary one because I'm having the same problems has when I first bought the car to which I bought for cash with being a pensioner I can not afford to be paying for repairs from which the car had unknown to me when brought the car seeing if anything can be sorted or if I need to take it any further

No reply

Dear Nick,I am writing regarding the Vauxhall Mokka (registration MH24 OGB) which I purchased from Vauxhall St Helens on 9 October 2025 for £17,675.The tyre pressure warning light appeared on the day I drove the vehicle home. I initially found one tyre low and inflated it; however, the warning returned within a couple of weeks, indicating a slow puncture. I contacted you and the vehicle was subsequently booked in for inspection.When I attended the dealership on 30 October after being asked to bring the vehicle in over the phone, there was no record of my appointment and I was informed the car could not be inspected on the day. I therefore had to rebook and make another journey to the dealership. At the subsequent appointment I was advised the repair would take around one hour, however I waited almost four hours before being told the tyre had been replaced.During the drive home that same evening the tyre pressure warning light appeared again.In early January the same tyre went flat again. I returned the vehicle to the dealership on 10 March and was informed there was another puncture in the replacement tyre. A puncture repair was carried out, which I paid for. However, during the drive home from the dealership the warning light appeared again.When I contacted the dealership that same day, I was advised that the issue may be due to tread imbalance and that I may need to pay for another tyre. I do not consider it reasonable to be asked to incur further costs to resolve an issue that has been present since the day the vehicle was supplied.Over the past five months I have made multiple journeys to and from the dealership (approximately a 30-minute drive each way), spent several hours waiting for repairs, incurred fuel costs and taken time away from work attempting to resolve this issue. Despite these attempts, the fault remains unresolved and the tyre pressure warning light is still present.One of the main reasons I chose to purchase a nearly new vehicle directly from a Vauxhall dealership was the expectation that any issues would be resolved efficiently under warranty. Unfortunately, my experience has significantly undermined that expectation and I have now lost confidence in both the vehicle and the dealership’s ability to diagnose and resolve faults.As the fault first appeared on the day of purchase and the vehicle is still within six months of sale, the Consumer Rights Act 2015 presumes that the fault was present at the time the vehicle was supplied.For clarity, please treat this email as a formal complaint and written notice that I am exercising my final right to reject the vehicle under the Consumer Rights Act 2015 following unsuccessful repair attempts.I would therefore like to arrange the return of the vehicle and a refund, subject to a reasonable deduction for usage.Please confirm how Vauxhall St Helens intends to proceed within 7 days.Kind regards,Caitlin Arthur

PLEASE NOTE: My representives delivered the physical version of this notice and technical evidence to the St helens Service Manger today, and a signed receipt of acknowledgement was obtained.To: Lookers Head Office/ Complaints DepartmentLookers Vauxhall St HelensDate: 10/03/2026Vehicle Reg: RK69 WVWFORMAL NOTICE: FINAL RIGHT TO REJECT (CONSUMER RIGHTS ACT 2015)Dear Sir/Madam,I am writing to formally exercise my Final Right to Reject the above vehicle and request a full refund of the purchase price, card payments, and part-exchange value, with no deduction for mileage.I am rejecting the vehicle based on the following statutory grounds:1.Inherent Pre-Sale Defect (Section 9): I possess documentation confirming that prior to my purchase in March, this vehicle underwent a timing belt replacement and an oil system 'flush' to remove belt debris. Lookers failed to disclose this history at the point of sale; therefore, the vehicle was not of satisfactory quality and was miss-sold.2.Evidence of Early Failure : This fault manifested almost immediately. After only 739 miles of ownership, a test on 5th May confirmed the engine was burning oil at a rate of 0.54L per 1,000km. This exceeds the manufacturer’s limit for a functional engine. Under the Consumer Rights Act 2015, a fault reported within the first 90 days is legally presumed to have been present at the time of sale.3.Multiple Failed Repairs (Section 24): This engine replacement is the third attempt to resolve a persistent engine fault. Previous attempts (oil vapour and sump repairs) failed. A trader is limited to one opportunity to repair a significant fault before a refund is due.4.Statutory Rights "Paused": Lookers instructed me to keep driving to monitor the oil consumption. I have covered approximately 9,000 miles since purchase, the vast majority of which were done at your professional request during your failed diagnostic process. You cannot legally apply a mileage deduction for use that you specifically required while the engine was failing.5.Breach of Description (Section 11): I was verbally promised a new engine. You are now attempting to fit a refurbished unit. This, combined with the inflated £1,384 clutch quote and instructions not to contact Peugeot Chester, has resulted in a total loss of trust.Notice of Consequential Loss:As I am now without a vehicle, I will be incurring costs for alternative transport. I intend to recover all reasonable travel expenses—including taxi fares and public transport, and private millage for essential journeys —for every day the refund is delayed. I will be keeping all receipts to include in a future claim through the Small Claims Court or Motor Ombudsman if this is not resolved within 48 hours.Refund Requirements:I require a full refund of £17,350 (Deposit, Card Balance, Part-Exchange Value, and Warranty) to be processed back to my original bank card immediately. I am returning the courtesy car today and the vehicle is now your responsibility.Yours faithfully,Mr Michael P Owen

I had my van in for a small repair at the end of January this year. I took a week off work unpaid whilst this repair was done. I called up 7 days later and still nobody had even looked at my vehicle. I then had to go and source another van so that I didn't take a 2nd week off unpaid! When I arrived with my other van , I had to get all of my tools out of the vehicle that was on site and transfer them to my new vehicle taking around 2 hours!Anyways. When I got home I realised that my ID Card had been left in the Visor of my van . Reg DL74VBG. Rather than driving a 70 mile round trip to collect this the next day I called up the number and asked to have this posted out to me as it is very important. It must of taken me approx 20 calls to actually get hold of somebody in the Service dept . When I did they told me it would get posted so I was very grateful. Now we are into March and my ID Card has not been delivered! I called up to find out if it had been posted but nobody could help me so I guess it's now been either lost or forgotten about. Very poor communication!

From: Kieran McKaySent: 24 February 2026 16:39To: Jordan RocheSubject: Re: Missed call – quick updateHello Jordan,Do you have an update for the below please?Best Regards,Kieran________________________________________From: Kieran McKaySent: Monday, February 16, 2026 1:44 PMTo: Jordan RocheSubject: Re: Missed call – quick updateHello Jordan,I have dealt with your company (yourselves and Derby Road) who have not corrected the multiple issues I have identified, so I don't understand how you "cannot confirm a fault".What are your next steps then as the offer you have given is far from satisfactory. You keep mentioning that I am not your "customer" by referring to the finance company being the "owner" of the vehicle. They have first charge but you did not contract with them. Feel free to help educate me on this otherwise anyone that pays by a form of credit, you would try and fob your customers off to them to deal with.I am dual tracking this matter, both with the finance company and you as Lookers the "retailer". From what I can see, there is no legislation that explains your view on this matter.Best Regards,Kieran________________________________________From: Jordan RocheSent: Monday, February 16, 2026 1:14 PMTo: Kieran McKaySubject: RE: Missed call – quick updateHi Kieran,Thank you for your email, and apologies for the delay in getting back to you. I’ve needed to speak with a few people across different departments to make sure we fully understood the situation and agreed the most appropriate way forward.Just to clarify our position, we are not formally accepting a rejection of the vehicle. At this stage we have not been able to identify or confirm a fault that would warrant a rejection. If the finance had already been settled and you had approached us directly as the supplying dealer, we would then consider the request subject to verifying the reported concerns with the service department. In those circumstances, any agreed return would also be subject to our standard usage adjustment of 40 pence per mile from the point of collection.That said, in the interest of resolving matters, we are prepared to offer to buy the vehicle back as a goodwill gesture. This would be at an enhanced market value of £12,350. For this to proceed, the finance agreement with Lloyds would need to be settled in full. We would also require written confirmation from them (a clearance letter) confirming the agreement has been closed and that they no longer hold any financial interest in the vehicle.For clarity, this proposal does not affect your right to approach your finance lender directly should you wish to pursue a rejection through them, as you have previously mentioned.Please let me know how you would like to proceed.Kind regards,Jordan RocheBusiness ManagerLookers Vauxhall St HelensKnowsley Road | St Helens | WA10 4PHT: 01744 633 000lookers.co.uk/vauxhallFrom: Kieran McKaySent: 10 February 2026 13:38To: Jordan RocheSubject: Re: Missed call – quick updateExternal Sender: Confirm legitimacy before acting.Hello Jordan,Thank you for your reply and thank you for discussing internally.Do I take this e-mail as you accepting that I can reject the vehicle as long as finance is settled?I know the legislation allows a "reasonable" deduction but your assumption 40p per mile being reasonable is far from standard. I feel that a rate of 20p per mile is more than sufficient and more in line with what is considered reasonable.Please let me know if the above is something you will accept.Best Regards,Kieran________________________________________From: Jordan RocheSent: 10 February 2026 13:03To: Kieran McKaySubject: Missed call – quick updateHI Kieran,I’ve just tried to call you but couldn’t get through, apologies for missing your call earlier, I was in a meeting with our SMART repairers at the time.Following internal discussion, if the finance is settled directly with Lloyds and the vehicle is owned outright, our policy would be to consider a goodwill buy-back, subject to a mileage adjustment of 40 pence per mile from the point of collection. Based on approximately 3,000 miles, I wanted to make you aware of this upfront. This is not a penalty but a usage charge.Kind regards,Jordan RocheBusiness ManagerLookers Vauxhall St HelensKnowsley Road | St Helens | WA10 4PHT: 01744 633 000lookers.co.uk/vauxhall

Good MorningPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: tamsinSent: 27 February 2026 11:29To: tamsinCc: Ava McDonaldSubject: Re: Urgent ComplaintExternal Sender: Confirm legitimacy before acting.Hello Ava/complaints team,A further month has gone by without a single response.Your complaints process on your website says response within 5 days and it’s now been 3 months.Please can someone contact me with a resolution today or I will have no choice but to take my complaint further with the ombudsman.Thank you! Tamsin Randles. 07578705571On 25 Jan 2026, at 11:44, tamsinwrote:Hello,It’s now been over 7 weeks since I’ve heard back from yourself or any management.Please have someone contact me asap.Thanks.On 8 Dec 2025, at 13:58, Ava McDonaldwrote:Good afternoon, Miss Randles,Thank you for getting in touch, I have chased this with management & my supervisor will be in touch.I apologise for the delay in having someone respond to you.Kind Regards,Ava McDonaldAva McDonaldService AdvisorLookers Vauxhall St HelensKnowsley Road | St Helens | WA10 4PHT: 01744 633 000lookers.co.uk/vauxhallFrom: tamsinSent: 08 December 2025 12:26To: Ava McDonaldSubject: Re: Urgent ComplaintExternal Sender: Confirm legitimacy before acting.Good afternoon Ava.I am yet to receive a response from my email on Friday and have been without my car with a 3 year old for 4 days.I would like this to be logged as a formal complaint and passed on to someone senior asap.Thank you.Tamsin* RandlesSent from my iPhoneOn 5 Dec 2025, at 08:20, Ava McDonaldwrote:Good morning, Tasmin,Thank you for getting in touch today.Firstly, please accept my sincere apologies that this has happened to you. I have sent this across to my supervisor who will be in touch inDue course.Kind Regards,Ava McDonaldAva McDonaldService AdvisorLookers Vauxhall St HelensKnowsley Road | St Helens | WA10 4PHT: 01744 633 000lookers.co.uk/vauxhallFrom: tamsinSent: 04 December 2025 19:57To: Ava McDonaldSubject: Urgent ComplaintExternal Sender: Confirm legitimacy before acting.Hello Ava,Please give me a call on 07578705571.After bringing my car in a little over a week ago, the bulbs have gone again. I am not happy at all. After waiting almost 6 weeks for you to get my vehicle booked in with you to then be told the 4 different mechanics who have looked at my car recently have all been using the wrong bulbs for you guys to then charge be £182 and then to go again within 2 weeks is ridiculous.I don’t live near the shop and had to pay to get there and back home whilst you had my car and had to drive on a motorway with no lights on my car.I trust this will be escalated with a full refund and I expect your call by lunch time tomorrow with a solution.Regards,Tamsin RandlesDA68 GXS VAUXHALL ASTRA.