Excellent service from the 2 ladies who looked after me 10 out of 10 from me.RegardsJan Morton

Good AfternoonPlease 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: customerresolutions@vwfs.co.ukSent: 18 March 2026 15:26To: F and I ComplaintsSubject: A Volkswagen Financial Services Customer has raised a complaint that needs your urgent attention RET-1330296External Sender: Confirm legitimacy before acting.Customer Name: Mr. DowsonOur Reference Number: RET-1330296Registration: NV73LYODear SirsWe have received a complaint from Mr. Dowson. He is dissatisfied that when he took his Volkswagen to Lookers Volkswagen Teesside in 2025, he was advised that a repair had been successfully completed in relation to concerns raised about Apple CarPlay connectivity, when this was not the case and that the required software update was not available at that time. The fault was subsequently rectified in February 2026 when the media control unit was replaced and a software update was appliedWe 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:Mr David Dowson40 Woodford CloseMarske-by-the-SeaREDCARTS116ANT: 07708555378E: jadergraham@outlook.comYou have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of the date of this correspondence.If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.The Financial Ombudsman Service can be contacted at:Financial Ombudsman ServiceExchange TowerLondonE14 9SRTelephone: 0800 023 4567www.financial-ombudsman.org.ukYours sincerelyRobert GroverCustomer 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.

I did not receive a report on my cars examination, I would like one.

My Volkswagen Tiguan steering wheel failed due to. Known manufacturing defect during the cars initial warranty period. This was replaced in early 2025. Subsequently the same fault infrequently occurred January 2026; then became worse into February 2026. Steering wheel fault was detected by yourselves once it was serviced and the fault investigated.I was initially asked to make a payment of circa £300 towards the replacement, which was surprising as the steering wheel was not only replaced under the warranty period with a manufacturers commonly known fault, but also the fault had occurred in an initial 12 period typical of manufacture warranty. The cost was dropped to £100, after discussion (coincidentally the same cost as was initially discussed as a lookers workshop fault finding cost). During the discussion it became clear if we had made a monetary contribution towards the product when the first replacement occurred (even though it was replaced under the cars warranty period!) we would be entitled to replacement of the faulty component.We ended up paying the £100 towards get the vehicle fixed even though statutory guarantee should apply due to a manufacturers faulty component, then we were also told we would have a 2 year guarantee.We would like to understand this situation and our right to the replacement of a defective component that was installed under the warranty period and a component that is a defective manufacturers component within such a short period of time, along with our right to a free replacement if we had made the slightest of monetary contribution towards the product during the warranty period.

I recently purchased a used golf from the Tesside branch. Jack was amazing, talked me though everything and helped me work within my time constraints. 10/10

The service from Brian, was 1st class. He called when he said he would, explained what he could do for me and also helped me out once we realised the car I was looking for had already been sold.

Service Complaint.I bought a car in January 2026 VW Polo registration NX75 MHV which was delivered to my home, on inspection the front mats had been removed, I have since purchased new mats and the first job I had to do was to fuel up, the red light was on, which in my opinion is poor customer service, I did highlight this on a customer service follow up previously, however you failed to respond!This vehicle should have been quality checked, before I took delivery, it’s quite evident is has not, because left in the glovebox was the previous owners personal documents, with Mobility car, her name, address in Middlesboro, car insurance details which is GDPR breach, I have confidentially disposed of the paperwork!Next issue, I went to have new number plates made up, I was refused, due to not having the V5 Document, which you have never posted out to me, on checking the DVLA website the vehicle is being Road Taxed until September 2026 by Lookers, this may explain why I have no V5?Would you please investigate my concerns raised and reply within ten working days.Kind Regards Denis O’Donoghue.

You were brilliant from start to finish

No response from sales executive. Wasn’t interested in selling cars

Nathan was excellent in his communication and in personIt was disappointing that the car had not been through the workshop before my test drive as I found there were a few issues to be addressed which spoilt the experience of driving the carNathan and his buisness manager said it would be checked over and he would let me know the outcomeI withdrew my deposit as I sensed that is what the business manager preferredAs I say staff were excellent just the car let the experience down