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.

Lookers Walton-on-Thames have a very helpful, young and engaged team. Knowledgeable and professional, they were friendly and informative, but didn't oversell. They listened and answered all my questions

You were due to respond within 14 days the ticket said. We are now 2 months and still nothing. Whilst youre at it post me the service book for the car. I was told that was in the glove box and its not. Disgraceful company.DO NOT RING ME, EMAIL ONLY

Had a reasonable deal agreed in principal and got within £1k of agreeing a deal for a new car - would still be interested if there could be some movement your end

No one contacted

I made a booking request on the 6th March 2026 for a new set of front brake discs & pads and replace the brake fluid. The booking was accepted online and the price of £495.59 was generated which I was happy to pay.On the 10th March I received an email from Imtiaz Choudhury from the Lookers Customer Contact Centre who confirmed the booking but with a total price of £677.38. As you can appreciate this was significantly higher than the cost I was told at the time of the booking. I then went back to the VW service booking screen and tried a new booking for Lookers Walton again and got the price of £495.59 which I took a screen shot and replied with.'I was then advised parts prices have increase recently however this hasn't been updated on the website yet. Also the price quoted is excluding the labour costs'.I request the appointed was cancelled immediately due to this and I found it incredibly difficult to understand the price on the website doesn't include labour costs.I have since booked my service at another VW service centre (City Gate) and the price generated on the bookings, matches the prices on the pre check in details and it was also confirmed over the phone a few minutes ago.It is disappointing this person has now lost you a customer and I will now be using VW Lookers ever again.I have all this information on email if you would like me to share.