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

I made a complaint to you in December and have heard nothing from you since. I’d like an update.

Usual excellent service. Very helpful and polite staff.

I paid £250 deposit. I’m still waiting for it to be refunded

The car has never had a Haldex/AWD oil change and I am told (by 2 x VW dealerships including Lookeds Newcastle and VW custome service) that it should be done every 2 years. As the service has never been done it could impact the AWD system on the car. I spoke to Lookers customer service who confirmed they can't see the Haldex oil has ever been changed and said I would have to raise a complaint via this online form. As the service has never been done and if an issue was to occur with the 4x4 system it presumably wouldn't be covered under the warranty either. Could you please look into this an provide a resolution. Many thanksManan

Very good 👍, all good, no complaints, staff were very helpful .