Hi teamThis complaint is not regulated – warranties are not regulated unless it is Bentley or Aston Martin.Please can this be logged on the Rep portal and assigned to the relevant dealership.Kind regardsIsabellaF and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUwww.lookers.co.ukFrom: Customer FeedbackSent: 10 October 2025 14:12To: F and I ComplaintsSubject: FW: [External] RE: [269507091025] Complaint Reference: 269507091025Please see customer complaint about financial regulatedFrom: Ashley.McKenna@assurant.comSent: 10 October 2025 13:52To: Customer FeedbackSubject: RE: [External] RE: [269507091025] Complaint Reference: 269507091025External Sender: Confirm legitimacy before acting.CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.________________________________________HelloThe customer advised:"4. Mis-selling and absence of contract documentationAt the point of sale on 19 July 2022, I purchased the Lookers Platinum 36-month Commercial Vehicle Warranty administered by Assurant for £582.50.The sales documents supplied by Lookers (Vehicle Order Pack and Pre-Delivery eSign Pack) contain no reference to exclusions, including carbon build-up, and I, to my knowledge, was never provided with a copy of the policy wording, summary of cover, or any signed acknowledgement of terms.Under the Financial Conduct Authority’s Insurance Conduct of Business Sourcebook (ICOBS 4.2.1R and 5.1.1R), firms must ensure all product information is clear, fair and not misleading and that customers are made aware of significant exclusions before entering the contract."The vehicle was purchased from Lookers VW Van Centre Glasgow.Yours sincerelyAshley MckennaCustomer RelationsFrom: CustomerFeedback@lookers.co.ukSent: Friday, October 10, 2025 10:19 AMTo: Customer.Relations@assurant.comSubject: [External] RE: [269507091025] Complaint Reference: 269507091025Morning,For me to continue logging this on our side, we are going to need more information than a reg due to not been able to locate this information anywhere.Need the location the customer bought the car from e.g. branchAlso what the complaint is regarding incase its not us the complaint needs to go to.ThanksFrom: customer.relations@assurant.comSent: 09 October 2025 17:06To: Vehicle ComplaintsSubject: [269507091025] Complaint Reference: 269507091025External Sender: Confirm legitimacy before acting.Our Reference: 269507091025Policy Reference: LOOK105954109 October 2025Dear LookersWe have received a complaint outside of our jurisdiction, the customer feels they have been mis-sold the warranty plan. Could this please be logged and the customer contacted back accordingly?Customers Name: Patrick GordonBusiness Name: Mpg EntertainmentsRegistration: RK70 UVWEmail address: info@mpgentertainments.comContacting UsIf you need to contact us about your complaint, you can by one of the below options:0330 100 3245*customer.relations@assurant.comWe are open Monday to Friday between 9.00am and 5.00pm (excluding bank holidays).Yours sincerelyAshley MckennaCustomer RelationsCall Charges*Calls to 03 numbers are the same costs as a call to a standard "01" or "02" landline number, even when calling from a mobile. Calls to 03 numbers are also included in any bundled minutes or free talk time that covers landline calls. Calls may be recorded or monitored for Training/ Customer Services purposes and/or the prevention or detection of crime.TWG Services Limited. Registered in England & Wales No. 1883565.Registered Office: Emerald Buildings, Westmere Drive, Crewe, Cheshire, CW1 6UN.________________________________________This e-mail message and all attachments transmitted with it may contain legally privileged and/or confidential information intended solely for the use of the addressee(s). If the reader of this message is not the intended recipient, you are hereby notified that any reading, dissemination, distribution, copying, forwarding or other use of this message or its attachments is strictly prohibited. If you have received this message in error, please notify the sender immediately and delete this message and all copies and backups thereof. Thank you.

GOOD AFTERNOONVW VAN CENTRE DON ME VERY WELL IT WAS MY SIDETHAT LET SIDE DOWN BY NOT GETTING A REPLACEMENT VEHICLENOT FOR FIRST TIME VW PEOPLE EVEN LET ME HAVE USE OF ANOTHERVEHICLE TO GET HOME AND BACK IN MORNING DID NOT HAVE TO.HAD GOOD EXPERIENCE WITH YOU BENT BACKWADS FOR ME.THANK YOUJACK

Charged £38.04 for Adblue when Motability pay for ALL work carried out on cars. Spoken to several people at garage who stated that when they request authorisation it alldepends on who receives it whether it is authorised or not. Called Motability who confirmed this is notthe case. I am awaiting refund from Lookers of this charge. I would expect a response on this.

Sent configuration code for quote on a MWB Crafter build on 27 August & spoke to salesperson on the telephone, emailed again on 5 September to chase this up & was told I'd receive it later that day. Still no quote.Good to know that business is going so well for Lookers that they don't need to chase a £60k+ new van sale.Will go elsewhere.

I received the first quotes quickly but for the incorrect spec of van. Then very little response after that. I was confused with another client who enquired about an ID3. Days later got the finance quote but no cash offer. The deadline passed and you didn’t get shortlisted! I had to go to a different dealer.

Called to dealership to look at the new Transporter, walked around showroom for 30-40 minutes and not one sales advisor came near me, they looked at me so knew I was there. I then phoned the dealership to get prices etc and I am still waiting on prices to be sent over, I have now since purchased a van from another VW dealership

Friendly and helpful staff. If the car was the right one, we would have been happy to buy from you. But we needed slightly different options than what was available at the time.

Very fast, courteous, knowledgeable and helpful service

The team were quick to respond to my request

Charlene Elvin was very knowledgeable and helpful regarding my enquiry about buying a VW Crafter.