email received 04.02.26 unable to locate on repVehicle: VW Golf YB70 JZXHandover Date: 28 January 2026Dear Lookers Complaints TeamWe are writing to raise a formal complaint regarding a vehicle supplied to us by VW Lookers Walton-on-Thames under the Volkswagen Approved Used scheme. The vehicle was purchased in my wife’s name, however, we have both been involved throughout the purchase and subsequent engagement with the dealership.Despite repeated attempts to engage constructively with the retailer to resolve matters identified at handover, we have received no response. We are therefore escalating this as a formal complaint and seeking prompt resolution.Issues present at point of supplyAt handover, the vehicle was supplied in a condition that did not meet several material requirements of the Volkswagen Approved Used programme. Specifically, it was supplied:• Without complete documentation, namely the MoT certificate and the V5C ‘new keeper’ slip• With a defective parcel shelf that does not operate correctly• With paintwork defects inconsistent with professional Approved Used preparation• With stone chips showing signs of corrosion, indicating inadequate pre-sale rectification• With a front tyre recorded at only 3.4 mm on the Multi-Point Check, placing it marginally above (or potentially within measurement variance of) the 3 mm Approved Used thresholdThese are preparation, certification and documentation issues that should have been identified and resolved prior to certification and handover. They are not post-sale concerns or matters of subjective preference.Attempts to resolve with the dealershipDuring a telephone conversation on 30 January 2026, the salesman acknowledged these issues and confirmed that the following remedial actions would be undertaken:• Repair of the defective parcel shelf• Measurement of tyre tread depth in our presence, with replacement of any tyres below the 3 mm Approved Used threshold• Assessment and rectification of paintwork defects, including scratches and stone chips• Provision of a courtesy car while parts are ordered and remedial work is undertakenFollowing this discussion, we confirmed our position in writing on 31 January 2026 and copied in senior dealership management (see attached). Despite this, and despite leaving a further telephone message on 3 February 2026 requesting a call back, we have received no response from the dealership. This lack of engagement is disappointing and falls short of what we would reasonably expect.Outstanding points requiring resolutionTyresWhere tyres are presented at, or only marginally above, the Approved Used minimum, we would reasonably expect replacement to ensure the vehicle clearly and unambiguously meets scheme standards. Any replacement tyres should be consistent with the vehicle’s original specification or a manufacturer-approved equivalent, rather than budget alternatives.Paintwork remediation standardGiven the distance involved (a three-hour round trip), we requested written confirmation in advance regarding the scope and standard of paintwork rectification. Specifically, we require confirmation that:• Shallow scratches will be properly rectified via professional machine polishing (including multi-stage correction where required), rather than cosmetic glazing that temporarily masks defects• Deeper scratches will be addressed via professional SMART repair• Stone chips showing corrosion will be correctly treated and neutralised prior to paint correctionThese expectations align directly with the intent of the Volkswagen Approved Used inspection and preparation standards.Scheduling of remedial workWe were asked to bring the vehicle in before all required parts were available. We explained that it would be more reasonable to schedule the visit once:• The parcel shelf part is in stock• Appropriate tyres are available should replacement be required• There is written confirmation of the agreed scope of paintwork rectificationThis would allow all remedial work to be completed in a single visit and would minimise unnecessary inconvenience.Incomplete documentationAt handover, we were not provided with the MoT certificate or the V5C green ‘new keeper’ slip. As “Vehicles with Complete Documentation” is a fundamental requirement of the Volkswagen Approved Used scheme, this remains an outstanding issue requiring resolution.Requested resolutionWe are asking Lookers to:• Acknowledge the shortcomings in preparation and handover of this vehicle• Ensure that all remedial work is completed fully and properly in line with Volkswagen Approved Used standards• Provide all outstanding documentation without further delay• Confirm, in writing, the agreed scope of work and a clear timetable for completionWe would appreciate acknowledgement of this complaint and confirmation of next steps. We remain willing to resolve this matter constructively, however, given the lack of response to date, we consider it appropriate that this complaint is now handled formally.Yours faithfullySteve & Cheryl Fernandes07801 714821

On February 27th we purchased a VW T-Roc (50 miles on the clock) LB75OHX from Lookers at Walton-on-Thames. I've been in touch with Sales re a puncture on March 25th when we were unable to remove the tyre for repair as the tool kit in the boot was missing a wheel nut locking key. The VW Roadside Assistance engineer was unable to find it, either, in any of the possible locations. He said we must ask Lookers for the key, or a new set of wheel nuts, plus key - which he would then fit for us. Paps Heydari of the sales team responded on March 25th by saying he would contact the dealership from whence the car had been collected to see if they had the key, and would get in touch. (We couldn't see why they would have retained the key, but accepted this possibility.) However, since then we have heard nothing and no-one has responded to emails requesting an update. To us, this feels a matter of urgency, given that we have had one puncture already, requiring a replacement tyre, and a second tyre warning light since, and thus we would very much appreciate assistance in obtaining a key, or a new set of nuts, with key. (The car is otherwise very good.) Thanking you - Rhona Smythe

Looping wider complaints team for visibility.On Thu, Apr 2, 2026 at 2:10 PM Leyla Gioiosawrote:Dear Izzy, Ellias,I am writing to formally document today's - 02 April 2026 - events and to reiterate request for a full refund in respect of the vehicle purchased on 28 March 2026, details as follows:- Vehicle: Audi A1 (Black)- Registration: RA19MVG- Purchase Date: 28 March 2026- Purchase Price: £16,754Further to my conversation with your dealership on 01 April 2026, I was explicitly instructed to bring the vehicle to your premises. I can confirm that the vehicle was duly delivered to and dropped off at your dealership on 02 April 2026, in full accordance with the instructions provided by your staff.At no point during our conversation on 01 April 2026 were we informed that the relevant members of staff — specifically the manager and Ellias — would be unavailable. Upon arriving at your dealership on 02 April 2026, in good faith and in accordance with your own instructions, we were advised that no member of staff with the necessary authority would be present until Saturday 05 April 2026. This is wholly unacceptable. Had we been made aware of this in advance, appropriate arrangements could have been made. The failure to communicate this critical information resulted in unnecessary inconvenience, wasted time and considerable distress.Furthermore, we were advised that your internal year-end processes were a contributing factor to the delay. With respect, this is an internal operational matter and cannot be accepted as justification for the failure to honour a prior arrangement made with a customer. We wish to place on record that we were explicitly promised a callback from the manager, which, as of the date of this correspondence, has not been received. This is a further example of the poor communication and lack of professionalism experienced throughout this matter.The vehicle developed these faults within just 2 days of purchase on 28 March 2026. The RAC attended and conducted an independent inspection of the vehicle. Their report confirms the presence of significant faults. We wish to draw your attention to the fact that at the time of dropping the vehicle off at your dealership on 02 April 2026, the warning lights remained illuminated on the dashboard. This is significant and serves as clear, visible evidence that the faults were present and ongoing at the point of handover. Whilst the vehicle may have been technically drivable, the persistence of these warning lights unequivocally confirms that the vehicle was not of satisfactory quality at the time of sale and remains in a defective condition. I refer you to the attached RAC inspection report and request that this be placed on record and retained on file as supporting evidence for this complaint.I draw your attention to the following conditions within your own Standard Terms and Conditions of Contract referenced here: https://www.lookers.co.uk/vehicle-sales-terms-and-conditions- Condition 3.1.1: You are under a legal obligation to supply the vehicle in conformity with the agreement.Audi A1 (RA19MVG) developing significant faults within 2 days of purchase is clearly not in conformity with that obligation.- Condition 3.1.4: You acknowledge that as a consumer I have additional protection under applicable legislation, specifically the Consumer Rights Act 2015.The vehicle does not meet satisfactory quality standards as required under the Consumer Rights Act 2015, Section 20 — Short-Term Right to Reject- Condition 3.1.6: You explicitly state that you do not exclude or limit liability where it would be unlawful to do so.Refusing a refund for a faulty vehicle within the 30-day rejection window would be unlawful.- Condition 9.1: You have a formal complaints handling obligation to respond and seek to resolve complaints as soon as reasonably practicable.The conduct experienced - being messed around, no manager or salesperson present at drop-off, no call-back as promised falls significantly short of this obligation.- Condition 9.3: As a member of the Motor Ombudsman scheme, you are contractually bound by their Code of Practice, which requires fair, transparent and prompt handling of complaints of this nature.Given the events outlined above and the wholly unacceptable level of customer service received throughout this matter, I have lost all confidence in both the vehicle and your dealership. I am therefore formally requesting a full refund of £16,754 in accordance with my statutory rights. I have been made aware that the responsible individuals namely the Manager, Izzy, and the salesperson, Ellias are expected to return on Saturday 04 April 2026. I therefore expect to receive, on that same date, written confirmation of the following:- Acceptance of this formal vehicle rejection- Confirmation of refund, £16,754 and the specific date by which the refund will be processed and receivedI wish to make it unequivocally clear that I am not prepared to accept a repair or replacement as an alternative to a full refund. Should I fail to receive a satisfactory response I am prepared escalate this matter without further notice to the Motor Ombudsman and pursue all other available legal remedies.Yours sincerely,Leyla GioiosaOn Thu, Apr 2, 2026 at 10:07 AM Giacomo Gioiosawrote:Begin forwarded message:From: Giacomo GioiosaDate: 2 April 2026 at 08:16:52 BSTTo: ElliasDaragji@lookers.co.ukSubject: Gioiosa - Vehicle ReturnEllias,I’ll be delivering the car in the next hour to you. Please see below the link to the RAC report.RAC Rescue Reportrescue-report.rac.co.ukFor my peace of mind I want to reconfirm that I’m not accepting a repair (even if you might want to kindly offer one) and I still want to exercise my right to reject the vehicle under the Consumer Right Act.Best regards,GiacomoOn 30 Mar 2026, at 20:06, Giacomo Gioiosawrote:Dear Lookers,I am writing to formally notify you of a fault with the vehicle I purchased from you:Audi A1 35 TFSI S LineRegistration: RA19 MVGPurchased: 28 March 2026A warning has appeared on the dashboard stating:“Vehicle electronics fault. Shift to P before leaving vehicle. Please contact workshop.”The engine warning light is also illuminated. This fault has arisen within days of collection and within 30 days of purchase.The vehicle is not in drivable condition, and please arrange collection at your cost.Please treat this as formal notice of a fault under the Consumer Rights Act 2015. I reserve all of my legal rights, including the short-term right to reject the vehicle.Please confirm urgently:1. when do you want to recover the car, and2. what steps you propose to resolve this matter, providing full refundI have attached a photo of the dashboard warning.Best regards,Giacomo

Dear Lookers,I am writing to formally notify you of a fault with the vehicle I purchased from you:Audi A1 35 TFSI S LineRegistration: RA19 MVGPurchased: 28 March 2026A warning has appeared on the dashboard stating:“Vehicle electronics fault. Shift to P before leaving vehicle. Please contact workshop.”The engine warning light is also illuminated. This fault has arisen within days of collection and within 30 days of purchase.The vehicle is not in drivable condition, and please arrange collection at your cost.Please treat this as formal notice of a fault under the Consumer Rights Act 2015. I reserve all of my legal rights, including the short-term right to reject the vehicle.Please confirm urgently:1. when do you want to recover the car, and2. what steps you propose to resolve this matter, providing full refundI have attached a photo of the dashboard warning.

Had one follow up, which I missed. Tried to call back but nobody answered.

Dear Sir/MadamVWFS Agreement no 0000440142025046 dated 22/06/22Car regn no LD69 VXWI am writing to make a complaint about the above finance agreement, which was entered into with your branch in Walton on 22 June 2022. As per your complaints policy I initially raised my complaint with the branch sales manager, Ms Issy Daly, but I was not satisfied with her response, so I am escalating it as set out in the policy.My complaint is as follows. The lease agreement for my car is for a 48 month period from 22 June 2022 and is therefore due to end on 21 June 2026. As part of the agreement I was sold a number of add-ons by your salesman, Mr Callum Fullman. One of these was a minor damage protection policy, and I was told at the time by Mr Fullman that this product could be used for detailing the vehicle prior to handing it back at the end of the agreement. This week therefore I recovered the paperwork intending to proceed with the detailing work and I was surprised to find that this policy was only for 36 months, and as it did not extend to the 48 months of the finance agreement it could not be used for the purpose that Mr Fullman stated.I also have an issue with the gap insurance policy, which also expired after 36 months. Were my vehicle to be written off in the final 12 months of the agreement the policy would be unavailable for my use.Both policies were for a period (36m) shorter than the lease agreement (48m) and were therefore not fit for the purpose that they were sold for.I raised my complaint with the branch sales manager, Ms Daly, and was told that these policies are only available for a 36 month period. I said that the salesman should therefore (1) not have told me that the minor damage policy could be used for detailing prior to handing back the car at the end of the lease and that (2) he should also have pointed out that the two policies did not extend to the end of the lease, thereby rendering them unable to fulfil the purposes for which I had expected them to cover. Had Mr Fullman highlighted that the policies were for a shorter period than the 48 month lease agreement I would have entered into a 36 month lease agreement instead, in line with the policy’s life.I realise that I signed the agreements and that I did so on the date that they were issued. However the paperwork provided for signing in the branch extended to an excessive 53 pages, which is an unreasonable amount to be expected to read and absorb in a short time period (by way of contrast the paperwork for my wife’s Fiat lease extends to only 12 pages). I signed the papers in good faith, relying on Mr Fullman’s representations, fully expecting that he would have acted and advised me in my best interests. I am at a loss to understand why Mr Fullman did not point out the policies did not extend to the end of the lease period, which would have led to a different and more satisfactory outcome for me.As a company you must have some reservations about how this lease and the expectations of your customer was managed.I look forward to receiving your observations on the above complaint. I will of course be replacing my vehicle in the next few months and my decision on whether I do this with Lookers may depend on your response.Yours faithfullyTrevor Warner

Ticket 86274063Dear Sir/Madam,I don't appear to have received any further update from my enquiry, I have checked my junk mail box and still can't find anything. If you have replied could you please send again, many thanks.During the time frame I have taken further advice and I understand that you have a legal requirement to ensure the update is completed and should that require new parts then you are obliged to replace those parts at no cost to me. I do hope someone contacts me soon so we don't have to enter into protracted and costly.Many thanks

I have an eGolf, reg: GC18 UZP. Its current mileage is 21k which lines up with its Service/MOT history. I’m selling the vehicle but there’s an item in a VW Financial Services document that has you stating a mileage of 18,242 back in April 2021. The mileage prior to that was 11,624 (28/10/20) and afterwards 12,256 (1/6/21). The afterwards mileage was also registered by your garage so the 18,242 input was clearly a mistake. This happened again at a later date on 10/9/21. Can you have these removed from the vehicle records please?

The vehicle was dirty inside and out. I pointed this out to your rep, he simply said," it hasn't been cleaned yet" I ask Why not? It's on show on your forecourt. !!!!!

I had an appointment to view ID3, had to wait for over 40 mins to be seen. No one came to see me to say there would be a delay and I had to chase for a response from the manger who did not seem bothered. Even when I was seen by the advisor, he did not seem to be interested in helping. I called to speak to the same advisor to view another car and never received a callback. Very poor customer service and will never come back again.