Afternoon Mr Knight,I've already told VW customer service and your service team I do not accept a diagnostics fee for a known vehicle fault. If this means Lookers will not honour my booking I will take legal advice instead. Please advise?I bought the car from Arnold Clark. Your information about a warranty repair for a steering wheel module carried out on 1st February 2024 just before I purchased the car is interesting. It shows this was a known fault, which has clearly not been repaired. It seems the work was enough to hide the fault until after I had bought the car, which at the time was not of merchantable quality.Sincerely,Paul Longton________________________________________From: John KnightSent: Monday, March 9, 2026 5:45 pmTo: Paul Longton; Contact VW Blackpool; Customer FeedbackCc: customerservices@volkswagen.co.ukSubject: RE: Mk8 Golf GTI Steering Wheel - Emergency Assist/ Travel Assist Fault – Widespread Owner ReportsEvening Mr LongtonThank you for your email, I am sorry to hear that you are having an issue with your car.When you made the booking, you will have been told about the diagnostic fee which is £100+VAT this covers the 1st hour for the technician to look at the issue. If they determine that it does require the steering wheel module to resolve the issue, we will as always explore all factory goodwill avenues on your behalf before completing the repair.If there is no goodwill available, we will present you the cost of the repair for you to review and agree before the repair is carried out.In terms of your legal rights, where did you buy the car from? I can’t see a record of sale from Blackpool VW.I can also see in the history of the car that it had a warranty repair for a steering wheel module carried out on 1st February 2024.ThanksJohnJohn KnightGeneral ManagerLookers Volkswagen BlackpoolVolkswagen House, Ashworth Road | Blackpool | FY4 4UWT: 01253 695 555lookers.co.uk/volkswagenFrom: Paul LongtonSent: 09 March 2026 17:13To: Contact VW Blackpool; Customer FeedbackCc: customerservices@volkswagen.co.ukSubject: Mk8 Golf GTI Steering Wheel - Emergency Assist/ Travel Assist Fault – Widespread Owner ReportsExternal Sender: Confirm legitimacy before acting.Dear Lookers VW,My Golf GTI PK21 XDF is due in your Blackpool service centre this Thursday 12/3/26 for diagnostics, including the above known issue.I am experiencing frequent Travel Assist and Emergency Assist related warnings on my 2021 Golf GTI — often linked to the steering wheel capacitive sensor and modules. Although this fault is not yet listed on the DVSA recall database (I am investigating this), there are many owner reports from international forums showing that this error is frequently discussed as a hardware issue affecting Mk8 models, and that dealers often replace the steering wheel or module as a corrective action.I request that the diagnostic for this issue be carried out in the context of a widely reported defect and that the resultant fee be handled accordingly (e.g., waived or refunded if the fault is confirmed as part of this known pattern).I will take advice on my legal rights regarding this widely reported fault, which was not told to me when I purchased this vehicle and may also be a safety issue.Please advise before 12/3/26.Sincerely,Paul Longton

Helpful, knowledgeable staff

Nice salesman,clean tidy showroom

Subject: Formal Complaint – Volkswagen Polo GTI (Reg: PF75 CVP)Date of Purchase: 27 December 2025Dear Lookers Team,I am writing to formally raise a complaint regarding the purchase of the above vehicle on 27.12.05, acquired via a PCP agreement.Upon entering the vehicle to drive it away, I discovered for the first time that it did not feature keyless start/stop and instead required manual ignition. Shortly afterwards, I learned that the vehicle is also not equipped with a reversing camera or keyless entry. At no point during the sales process was I informed that these features were absent or that they were optional extras not included on this specific vehicle.During my discussions with Keith regarding the vehicle’s specification, no such omissions were highlighted. A two‑sided checklist was present on the desk, but we did not go through it together. It is entirely unreasonable for such fundamental aspects of a vehicle’s equipment to only come to light at the moment of collection.As a premium model within the Polo range, I purchased this vehicle with the reasonable expectation—based on prior experience and standard market norms—that these features would be included. The failure to disclose their absence constitutes, in my view, a material omission under the Consumer Protection from Unfair Trading Regulations 2008. Furthermore, under the Consumer Rights Act 2015, the vehicle does not meet the description I was led to believe applied during the sales consultation. My previous three Polo GTIs, all purchased from Lookers (including one from your Preston branch), were described accurately and comprehensively. I reasonably expected the same standard of transparency.I must also express my deep concern regarding the false narrative presented to me by John Knight and other members of staff regarding events on 22 December. The suggestion that I started the car in the showroom, spent 45 minutes inspecting it, discussed reversing camera options, or rejected a white Polo GTI from Blackburn is entirely untrue. None of these events occurred.The version of events provided by your staff is inaccurate, contradictory to my experience, and suggests coordinated attempts to cover up a failure to disclose key information about the vehicle’s specification. My son, who was present, can confirm that these interactions did not occur. These are not simple misunderstandings; they amount to fabricated statements that undermine my integrity and attempt to shift responsibility away from Lookers.When I asked John Knight to review CCTV footage, I was informed that cameras were not recording in the relevant area. The timing of this is notably convenient, as the footage would corroborate my account. I am formally requesting that you review all available CCTV, including footage covering my time at the salesperson’s desk. This will clearly show that Keith spent the majority of that period away from his desk and that no video, images, or details of any white GTI from Blackburn were presented to me. You may also review Keith’s internet activity during this time, which will confirm no such vehicle was shown.Given the seriousness of this matter, I am requesting:A full and impartial investigation into the conduct of the staff involved and the events of 22 December.A review of all available CCTV footage from both the showroom floor and the sales desk area during my visit.Disclosure of all internal notes, communications, and records relating to my purchase and the interactions preceding it, to be provided under a GDPR Subject Access Request.I expect this matter to be treated with the seriousness it warrants. The inaccuracies presented by your staff, combined with the failure to disclose material information regarding the vehicle’s specification, represent significant breaches of consumer legislation and of the trust I have previously placed in Lookers.I look forward to your prompt response and a resolution to this matter

Good advice about what model to look for

booked car BG71XOK for service & mot also for pick up/drop service,even got told price.i got a text saying to be there at 830,I phoned and after waiting and lack of communication between yourselves got told they will pick and drop off my vehicle. I phone on 27th Feb to check details and they told me they don't even do pick up service,so I have to drop car off myself from Derbyshire,I needed pick up service as I have recently had a procedure on my shoulder so still quite tender..I am disgusted the service they tried fobbing me off with

Good MorningPlease see below and attached a non regulated complaint received via our team mailbox/.@GDPR Help – we are copying you in as the customer has made a Subject Access Request within his complaint which is detailed in the attachment.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Customer ResolutionsSent: 27 February 2026 10:16To: F and I ComplaintsSubject: A Volkswagen Financial Services Customer has raised a complaint that needs your urgent attention RET-1294717External Sender: Confirm legitimacy before acting.Customer Name: Mr. WardleOur Reference Number: RET-1294717Dear Sirs,We have received a complaint from Mr. Wardle. This is in regards to dissatisfaction with the service and conduct of Lookers Volkswagen Blackpool during the sales process, as well as with the retailers response to the customers concerns.Specifically, the customer strongly disputes the retailer’s account of events during a showroom visit on 22 December, alleging that staff have fabricated and colluded on a false narrative to conceal their failure to disclose key information about the vehicle’s specification. The customer denies starting the vehicle in the showroom, engaging in extended discussions, being shown or rejecting an alternative white Polo GTI, or discussing features such as a reversing camera. The customer states that their son was present and corroborates that these events did not occur.The customer claims they were not informed that the vehicle lacked several material features, including a reversing camera, keyless entry, and start/stop functionality, and argues that this constitutes a breach of the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008. Rather than acknowledging this omission, the customer believes staff invented statements and timelines that damage their integrity.The customer challenges the retailer’s position on CCTV availability, asserting that footage and internal records (including desk-area CCTV and internet search history) would support their version of events and disprove claims that an alternative vehicle was presented. They request a full investigation, review of all relevant CCTV and records, and submission of a GDPR Subject Access Request for internal communications and notes.As resolution, the customer demands either a free retrofit of the missing features or return of the vehicle and cancellation of the agreement. They state that failure to resolve the matter will result in escalation to the Motor Ombudsman, Financial Ombudsman Service, and legal action. The customer also raises concerns about statements suggesting they specifically ordered the vehicle or certain features, which they deny.We have reviewed this and believe the complaint to be the responsibility of yourselves and, as such, you are best placed to investigate and respond to the customer.In line with FCA regulations, we are transferring the complaint to you; in the understanding you will resolve this with the customer. We have also provided the customer with your contact details and advised them to expect contact from you.Their contact details are as follows:Name: Mr. Christopher WardleAddress: 1 Wolsey Close, THORNTON-CLEVELEYS, FY5 2NZEmail: wardlec@sky.comMobile: 07957456124I have also attached the relevant email received from the customer so you can review this in its entirety.Yours sincerely,Luke HancockCustomer Resolutions Executive0800 912 3560customerresolutions@vwfs.co.ukVolkswagen Financial Services is a trading name of Volkswagen Financial Services (UK) Limited, Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes MK14 5LR, which is authorised and regulated by the Financial Conduct Authority (FCA).Volkswagen Financial Services (UK) Limited financial services register number is 311988.Registered office as above. Registered in England number 2835230.

Please see attachment for customer letter as it was posted to branch who have scanned it acrossas it will not copy and paste either to here. customer is saying something about a reflection on the dash

Dear Customer Services,I am writing to raise a formal complaint regarding a vehicle I purchased from your Lookers Volkswagen Blackpool dealership on 17 April 2025. (Reg: EJ71 PFN)Shortly after purchase, I discovered that water was collecting in the boot. The vehicle was taken to your Wimbledon dealership for repair on 22 April 2025, where a hole in the boot area was identified and repaired. However, the issue persisted, and the car returned to Wimbledon on 7 May 2025, where further work was carried out to drain something in this area which should’ve resolved the issueUnfortunately, the problem has now returned, and water is once again collecting in the boot. On 7 February 2026, I contacted both the Blackpool and Wimbledon dealerships to arrange a further inspection. Wimbledon responded on 9 February to say they were waiting for authorisation from Blackpool to confirm the costs would be covered, but I have received no response from the selling dealership.This issue has now required multiple repair attempts and remains unresolved, which is both disappointing and highly inconvenient. I am also having to deal with delays and additional travel due to a lack of communication between branches.Under the Consumer Rights Act 2015, repairs must be carried out within a reasonable time and without causing undue inconvenience. As the fault has already required repeated attempts to fix, I am concerned that the vehicle may not be of satisfactory quality.I would therefore like this matter escalated and resolved as a priority. In the first instance, I expect written confirmation that the vehicle will be fully inspected and permanently repaired at no cost to myself, along with a clear timescale.However, if the issue cannot be resolved promptly and permanently, I would expect Lookers to discuss an appropriate alternative resolution, such as a price reduction or replacement vehicle, in line with my consumer rights.I would also ask that you consider goodwill compensation for the repeated inconvenience and poor communication to date.Please treat this as a formal complaint and provide a written response within 14 days.Kind regards,Joshua Ashley

Was acknowledged and helped