The salesperson was very patient with us, she was very knowledgeable with the different cars I was enquiring about.

Arranged a test drive for a VW T Cross (NL75 FUW) with an appointment confirmed for 11.30 on Sunday 12th Oct., being delayed for 3 days to allow car to be returned after courtesy use, after explaining traveling from Keswick. Arrived on time after 2 hour drive to be told at showroom car had been put out again for courtesy use on Friday and was not available for view and test drive. No alternative. Bit lip and drove back for another 2 hours. We came ready to commit after on line trade in valuation (to be confirmed on site) and cash balance available if car was as advertised. A phone call to save us a 4 hour round trip wouldn't have been too difficult and avoided two very p'd off potential customers.

Trevor J Douglas4 Peacock CourtGatesheadNE11 9TX07821117084Date: 9 October 2025To:The ManagerLookers VolkswagenScotswood RoadNewcastle upon TyneNE15 6TZSubject: Formal Complaint Regarding Faulty Infotainment System – Vehicle Registration GJ20 HYZDear Sir/Madam,I am writing to formally raise a complaint regarding the ongoing unresolved fault with the infotainment/navigation system in my Volkswagen vehicle, registration number GJ20 HYZ, which has been in your care on multiple occasions since 6th June 2025.On the first visit, the vehicle was booked in to resolve an issue with the Prime User functionality on the infotainment system. At that time, the navigation system was fully operational. While the Prime User issue was subsequently resolved, the navigation system ceased functioning immediately thereafter.Since then, despite repeated visits and assurances, your team has been unable to restore the navigation system. I have now been informed that Volkswagen is proposing a replacement unit at a cost exceeding £2,000, which I find wholly unacceptable given the circumstances.Under the Consumer Rights Act 2015, I am entitled to expect that services provided will be performed with reasonable care and skill (Section 49), and that any goods supplied — including replacement parts or software updates — must be of satisfactory quality, fit for purpose, and as described (Sections 9–11). The failure to repair the navigation system, especially following an intervention that caused its malfunction, constitutes a breach of these statutory rights.Furthermore, under Section 55, I am entitled to a repeat performance of the service at no additional cost if it was not carried out properly the first time. If this cannot be done within a reasonable time and without significant inconvenience, I am entitled to a price reduction under Section 56.I therefore request the following:1. A full and detailed explanation of why the navigation system failed following the initial repair.2. A resolution of the fault at no cost to me, or a substantial price reduction in line with the Consumer Rights Act 2015.3. Confirmation that no further charges will be levied for a fault that arose following your intervention.If this matter is not resolved within 14 days, I will escalate the complaint to Volkswagen UK, and if necessary, pursue the matter through the Motor Ombudsman or Trading Standards.I trust you will treat this matter with the seriousness it deserves and look forward to your prompt response.Yours faithfully,Captain Trevor J Douglas LLB,MNI

Good afternoon,I am writing to express concern regarding the length of time it is taking to source a part to repair my VW id4.I dropped the car off at VW Lookers Scotswood Rod on the 21st May with a squeak on the brake servo. I was told this job may last 1-2 days. I then received a call to say that it had developed, or the engineers had found, a brake fluid leak (I can’t remember exactly as it was so long ago, and that replacement parts had been ordered but were on back order.Since this date I’ve had to change courtesy car several times as the courtesy cars are being sold and each time I’m told the part has a delivery date but keeps getting pushed back.I feel this has now gone on past the point of being acceptable and would like to know how a part which is manufactured either for or by VW has no confirmed delivery date, and when I can expect to receive my car back again?The Service team at VW Lookers Scotswood Road (especially Rachel) have been great in providing regular updates, so there is no issue with the team, but all they can tell me is what’s on their screen which we now know to be a fictitious date which keeps moving. Surely there is a process which involves the part(s) being manufactured so there is a slot in a factory, followed by quality checks and despatch which will generate a delivery date – or am I over simplifying the matter?You prompt response would be appreciated given the time this has gone on and I feel I have been patient enough to date.Thanks,Peter Dixon | Project Manager, Central GovernmentMitie | Room BPR014 Benton Park View, Newcastle Upon Tyne NE98 1ZZEmail: peter.dixon16@mitie.comContact Number /Mobile: 03000 552 054 / 07385 017 331

Keiran Small Is fantastic, he has always went above and beyond to look after us.

Special thank you to Aaron for offering excellent advice and going above and beyond to ensure the best for me. Aaron has made the car buying process as straightforward as possible, offering test drives, regular updates during the order period and has kept in touch to make sure I have completed things on my end. I am so pleased with my car and would highly recommend Lookers VW Newcastle.

2nd of October 2025Lookers, Scotswood RoadNewcastle upon TyneDear Sir/ MadamRe: discretionary commission arrangement complaintI am writing in relation to my finance arrangement with you dated 13/06/2016, in relation to my vehicle, registration number NJ63XFH.The Financial Conduct Authority (FCA) is reviewing historical commission arrangements. The practice of discretionary commission arrangements (DCAs) was banned in 2021. The FCA describes a DCA as an arrangement between lenders and brokers which allowed the broker to adjust the interest rates offered to customers.Firstly, please would you confirm if my car finance agreement had a DCA? I would refer you to the FCA’s press release dated 12th April 2024, in which it stated that ‘Firms should confirm, if a consumer asks, whether their agreement involved a DCA, even if they haven’t submitted a data subject access request.’ I would be grateful if you would provide an answer, in writing, within one month of receiving this letter.If you are not able to confirm this, then I would like you to treat this letter as a Subject Access Request under the UK GDPR. Specifically, I would like you to send me any documents, emails, or any other material that mentions or relates to a discretionary commission arrangement in relation to my finance agreement.Secondly, if there was a discretionary commission arrangement in relation to my finance agreement, please regard this letter as a formal complaint in relation to the DCA. This is on the basis that I was not informed that the broker would receive a commission for arranging the finance or your commission model was unfair and I may not have been given the best interest rate available.Please confirm that you have noted my complaint, and I look forward to receiving your response.Yours faithfully,

Excellent customer service received from Simon , he explained everything to me without any pressure ,discussed my options and tried to get the vest price poss as I'd had another price from another VW garage

Simon put my granddaughter totally at ease during her test drive nothing was a bother the route he chose gave her the opportunity to really try the car even though it was rush hour traffic and she’d never drove in Newcastle

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