It was my intention to write directly to Lookers’ Managing Director to draw his attention to a very serious matter that could possibly negatively impact your organisation. However, it appears that your Board has chosen not to appoint an MD and has spread the duties across five operations directors. When I phoned your head office and asked how those duties had been allocated in order that I could direct the matter to the appropriate person, the answer was “I haven’t a clue”. My request for email addresses of the operations directors received the advice that it is not company policy to give out email addresses. I pointed out that after 55 years since the introduction of email your policy is bizarre and I was told that my only option was to contact this general email address. I do so now with some reluctance, as I believe that this is such a serious matter.I attach below a copy of an email that I sent on 04/03/2026 to Ian Brackenridge, the used car sales manager at your branch at Hillington, Glasgow. Before sending this email I asked the lady who had refused to give me the general manager’s email address, to inform Mr Brackenridge that I would be sending the email within an hour. I did so in the belief that Mr Brackenridge may have feigned an “it went into my spam folder” excuse for avoiding something that was not his direct responsibility.Before sending that email, it occurred to me that a cynical person might construe my email as an attempt to extract some pecuniary advantage from making such a complaint. Consequently, we approached a Volvo dealership, with whom we had a long-standing relationship and completed a deal with them that we could have completed at Hillington. I can provide documentary evidence of that if required.Mr Brackenridge responded by phone some 30 hours later at 18:06 on 05/03/2026 in a call lasting almost a quarter of an hour. There was little sign of contrition in his approach, as he sought to defend the salesman with whom we dealt. Apparently, when he dismissed our request to exercise Christine’s statutory exemption from road tax, it wasn’t negligence, he was simply following your company policy that has been in force since at least your relationship with Volvo changed to that of “Agent” and Volvo assumed the responsibility to “refund” road tax. When I asked Mr Brackenridge if he was seriously telling me that, as far as he was aware, you had never given a disabled person the road tax exemption to which they were legally entitled, he waffled and said that he had emailed Volvo for guidance, but made me suspect that was indeed the case.When I challenged Mr Brackenridge to address the elephant in the room that so far he had avoided; the Volvo contribution; he argued it was our fault that the salesman didn’t mention the Volvo £6,250 contribution and 0% interest, because we didn’t say that we wanted to finance the purchase. He seemed unable to comprehend that knowledge of the significant reduction would have influenced our decision. When I reiterated my suggestion that it was inexcusable to charge a customer circa £10,000 more than they were required to pay, he seemed quite sanguine about the whole matter and tried to turn the conversation back to the value of my trade-in.According to your company profile, Lookers PLC operates with a core focus on customer experience, aiming to put customers "at the heart of everything" through a "for you, for life" ethos . The company emphasizes ethical conduct, sustainability, and transparency in its operations across over 150 dealerships in the UK and Ireland. From our experience at Hillington, I would doubt if many - or any - of your employees are aware of this policy, let alone implement it.I believe that there is a prima facie case that you are directly discriminating against disabled people by refusing to allow them to exercise their legal exemption from road tax and may have continued to do so for some time. As you are a very large organisation, it seems unlikely that our experience in Glasgow is different than in any of your other dealerships. As the husband of a disabled wife and a son of two blind parents I take disability issues very seriously indeed and I intend to refer this matter to the Equality and Human Rights Commission (EHRC) with a suggestion that they compel you to provide your sales history with evidence of sales to disabled people outwith the Motability Scheme.It is also my intention to advise Volvo of our experience at Hillington and Mr Brackenridge’s attempt to ‘pass the buck’ to them for your company’s disability discrimination. I will also suggest that, as a dedicated Volvo Agent, it would seem incumbent upon you to promulgate Volvo customer incentives, yet despite the obvious benefits to both you as an organisation and the potential recipients, we have evidence that, even when presented with willing customers, you choose not to make these significant benefits available to them. I will ask them to reflect on whether their relationship with you should change in the future.RegardsDr G Howard MarshallFrom "Howard Marshall"To ianbrackenridge@lookers.co.ukDate 04/03/2026 12:30:13Subject ComplaintHi IanI appreciate that what follows isn't your area of responsibility, but the lady to whom I spoke wouldn't give me your General Manager's email address in the absence of your Sales Manager and would only give me yours. Unfortunately, it's not something that can wait until his return and I would appreciate it if you would give it your urgent attention and elevate it to your General Manager if you are unable to resolve it. You can contact me on 07957 138054 after 14:00 hrs if there's anything that you wish to discuss.My wife, Christine and I called into your branch on our way home yesterday with a view to possibly purchasing a Volvo XC90 Ultra and we spent over an hour with Christopher Mitchell in your sales department. When we got to talking about finances, Christine wished to add a dash cam, some eyeglasses protection thingamajig and carpets, which took the overall price to above £80,000. I made the point to Christopher that Christine was disabled and therefore did not have to pay the initial road tax, but he said that the Volvo price included the road tax and we could claim her exemption for the following year at a Post Office in 2027. I was somewhat taken aback by this as Christine has been exempt from road tax since her accident in 2008, but I did not pursue the matter at that time. Christopher eventually offered us £62,000 to trade our BMW X7 which was certainly below our expectation and we agreed to go away and think it over. I asked Christopher if he would email me the details of the quotation which he agreed to do.Christopher did not email his offer to me and after asking him again, he sent me an email just linking us to Volvo’s trade-in page that showed the list price, rather than the price that we’d discussed. I thought this was somewhat dismissive and certainly not what I had expected.When I had a chance to look at the Volvo website I noted that Volvo was making a contribution of £6,250 plus 0% interest in some cases if a financial option was taken up. This is a very significant amount of money and something that Christopher did not mention to us. I also noted that the financial calculations included the £3,300 initial road tax which Christopher told us was included in the price and we couldn't claim the exemption.It seems incomprehensible to me that Christopher was not aware of this major contribution from Volvo to underpin this vehicle. If you weren't a dedicated Volvo agent then, perhaps, it could be argued that he was mixed up in his conversation with us. However, it defies the imagination why he chose not to mention this to us. The cumulative effect of these omissions means that the price quoted to us was some ten thousand pounds more than it would have been necessary for us to pay. I would suggest that, for a company as large as yours with an excellent reputation, this conduct is totally inexcusable.I'm sure that you will be aware that preventing a disabled person exercising their statutory exemption to road tax is direct discrimination and is illegal under the Equality Act 2010. While I am sceptical that this is your company’s policy, the combination of this and the withholding of the Volvo finance contribution suggests either gross negligence or shear vindictiveness for reasons that escape me. In the first instance, could I suggest that you ask a different sales person more familiar with your company’s ethical standards to review the offer to us taking into consideration our great concerns.RegardsDr G Howard Marshall

5 star review for my recent experience purchasing my new Volvo from the Glasgow branch. I found both Calum and David to be highly professional. They were very knowledgeable and took time to listen to me, ensuring that I got the best car and deal suited to me. Calum took time to explain all the tech to me too. Much appreciated! Too often in the past buying a car has been a bit of a chore; this was not the case this time, thanks to Calum and David. Loving my new car!

This is regarding ,when I took out my mobility car leaseThe sales person failed to put myself onto the mobility insurance .It has has been a year from the start of the agreement ..mobikity are aware of this situation

Hi, I recently received an email advising that my car would receive an exciting software update (Volvo Car UX). As instructed I used the app to schedule this update in the early hours of 11th March as my car would not be in use. When I got up that morning the update had caused my display screen to go blank. I tried throughout the day to check it intermittently thinking it was just a switchover delay but it failed to resolve. I have now been left with no software services at all including maps, music, reversing views or audio of any kind. I contacted the chat service and after several hours and trying various things I was told to contact the dealership. I was given an appointment for 3 weeks time despite explaining I had no services within my car at all. I was then advised that I could pay £25 for use of a vehicle! I am absolutely furious that a software update which was instigated by your company has caused me a huge amount of stress. I am having to drive for weeks with no safety features, sound etc etc, I have the inconvenience of having to return the car for a full day and I have also spent most of today on the phone!

cust purchased vehicle beginning of Feb. traveled to Glasgow, expected too test drive but if you have any complaints let us know. Half way down the road found a crack in thee windscreen and they then said yeah it is what it is. Boot sensor but not working the sales said they needed to get used to it. Windscreen wouldn't do as it had been glued previously, boot sensor not working and now 6 weeks later no second key has turned. V5 still has not been received.

Dear Mr SmithI originally send the emails below to James Brearley but received no response, however I have read today that he actually left the company back in October 2025.I have been waiting weeks for a response so I do hope you can look I not this and get this resolvedPlease see the email trail below in particular the email to James dated 12th February summarizing what has happened.Kind regardsSarah PickeringSarah Pickering sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: sjp@make-up-artist.comSent: 05 March 2026 12:45To: 'JamesBrearley@lookers.co.uk'Cc: 'gary@garypickering.com'; 'sjpickering@mac.com'Subject: RE: Issues with FSZ 2714Importance: HighDear Mr BrearleyI am disappointed not to have received a response from you regarding my email below, I am hoping it is just an oversight and has just been missed. Can you please come back to me in order that we can get this resolved promptly.Kind regardsSarah PickeringSarah Pickering sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: sjp@make-up-artist.comSent: 12 February 2026 21:29To: 'JamesBrearley@lookers.co.uk'Cc: 'gary@garypickering.com'Subject: Issues with FSZ 2714Importance: HighDear Mr BrearleyFirstly please accept my apologies for contacting you.I have a complaint regarding a distance purchase we made with Lookers Glasgow on 31st October 2025 (with collection on 1st November 2025) for an XC60 Registration number FSZ 2714, which was sold with an undisclosed substandard/inferior repair & respray despite being informed prior to sale that it was free from damage/ repairs / resprays etc. This repair & respray has been inspected & estimated by a local Volvo body shop Harwoods Crawley who have confirmed that it is a substandard repair and therefore needs to be redone properly, but Lookers Glasgow are refusing to accept responsibility and are therefore refusing to cover the cost of this work. It is wholly unacceptable we should be paying for any body work repairs as a result of poor workmanship and within a just a few weeks of purchase.Rather than putting all the information in this email it probably better easier to refer to the email trail below. I have attached the photos and documents that were sent in the emails below.Just to note we have already had to take the car into our local Volvo service centre due to a malfunction with the indicators that occurred on 6th November on only its second trip since purchase. It turned out it also had a stored fault with the humidity sensor as well which needed replacing which is odd considering we had only had the car 9 days when it went in for warranty work for two completely separate issues. I am therefore questioning whether our car even had a pre-sale check before collection.It is hugely disappointing that I am having to raise this complaint with you especially over something that could be easily resolved and would have ensured a good lasting relation relationship Lookers.I would appreciate if you could look onto this and once again my apologies for having to bring this to your attention.Kind regardsSarah PickeringSarah Pickering sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: sjp@make-up-artist.comSent: 12 February 2026 13:58To: 'Ian Brackenridge'Cc: 'gary@garypickering.com'Subject: RE: FSZ 2714 - PaintworkImportance: HighHi IanMy apologies for the delayed response, I ‘ve been laid up with the flu so just catching up with everything.In response to your email below by suggesting the reasons you have it does come across that you are apportioning blame. You are implying that something may have ‘changed’ please explain what you mean by this, and again you state something may have ‘impacted the paintwork’ again what are you inferring as I have already stated there is no damage but again you are raising this, I have already stated the repair and blistering is evident in the website sale photos.If you wish to use phrases such as ‘by my own acknowledgement’ then please ensure you cite the correct information, the photos were taken on 21st December, well under 2 months since collection. You are also inferring we should have seen this sooner however you had this car for approximately 6 months, plus you maintained / serviced this car for the previous owner for some considerable time before that so it begs the question why your technicians didn’t pick up that it had a an inferior repair & respray yet you expect myself or my husband (who are not bodywork experts / technicians) to have picked this up.Neither Grant’s answer to my question or my original question referenced solely work carried out by Lookers - my question was Has it been in any accidents, have Lookers / Taggarts checked over the car for evidence of any work or repairs, re sprays etc having been carried out? Grant’s answer was also pretty clear, the only direct reference to Lookers was the refurb of the alloys as the only work done, he clearly states there is no damage to the car and no resprays. ‘As the car has come into our stock it has only had alloys refurbed but there has been no damage the car and no resprays been done’.Regardless of when this repair took place, either whilst it was with you or before, it makes no difference as A) it should have been disclosed to us that a repair & respray had taken place and B) it should have been done to the Volvo’s standard which clearly this is not and therefore should have been redone properly before sale.The car has been inspected by a Volvo approved body shop and as I’ve already stated it was immediately apparent to them that that apart from the poor quality respray resulting in blistering paintwork there was also a substandard repair to the bumper, which if your technicians are as good as you say they are, they should have picked this up or in fact this was picked up and not disclosed.If you consider this repair to be SELEKT quality, then there is a wider issue with regards to Lookers quality control as clearly another dealership does not agree this repair to a satisfactory standard.We have little faith in the valet person identifying any issues, as the car was pretty poorly valeted, so apart from being still rather dirty inside I subsequently also found a carpark ticket from 2022 under the seat. The car had also been left outside in the rain prior to handover so it also wasn’t completely dry for handover either, and as I mentioned in my email of 23rd December the blistering/bubbling looked like water droplets, so it was unlikely that would have been picked up anyway.We purchased a car that was supposed to be free from, damage, repairs, resprays, this was not the case and therefore we were misledI’m bitterly disappointed in the stance taken by Lookers Glasgow and therefore this will now be escalated.Kind regardsSarah PickeringSarah Pickering sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: Ian BrackenridgeSent: 30 January 2026 10:24To: sjp@make-up-artist.comCc: gary@garypickering.comSubject: Re: FSZ 2714 - PaintworkHi Sarah,Firstly, my apologies if you have taken offence at any of the points raised in my previous email; this was certainly not my intention. I would like to reiterate that I was not apportioning blame. I was simply highlighting that, after several hundred miles and, by your own acknowledgement, a couple of months, you noticed the paint issue. This suggests there is a possibility that something may have changed or impacted the paintwork, which you may or may not have been aware of at the time.If I may also clarify the point you referenced regarding the previous repair: while the vehicle you have purchased may have been repaired at some point in its lifetime, Grant’s statement that it was not painted by ourselves remains accurate. The preparation Grant outlined to you reflects the work we carried out as a dealer.I also acknowledge that you have now had the paintwork inspected by a third-party body shop. However, I have the utmost confidence in our technician team here in Glasgow that the vehicle was of SELEKT quality when it left our dealership. I would also like to note that the handover was completed on site, and neither yourselves nor any member of our valet or workshop team identified any issues with the paintwork prior to the vehicle being collected and accepted by you on the day of delivery.While I understand your position and would never prevent you from escalating the matter, I should clarify that the escalation process involves Head Office contacting the dealer and myself, in my capacity as Sales Manager, to investigate the issue. This has been done, and we are satisfied with our position.Finally, I have emailed Volvo Customer Care to request that they resend the documentation to you, and I can also confirm that our administration team has actioned this, as discussed previously the physical paperwork is issued by Volvo directly but I will endeavour again to chase this up for you.Kind regards,IanIan BrackenridgeUsed Car Sales ManagerT: 0141 332 8888IanBrackenridge@lookers.co.ukLookers Volvo Glasgow4 Mossland Drive, Hillington Park,Glasgow, G52 4FA________________________________________From: sjp@make-up-artist.comSent: 29 January 2026 20:07To: Ian BrackenridgeCc: gary@garypickering.comSubject: RE: FSZ 2714 - PaintworkExternal Sender: Confirm legitimacy before acting.Hi IanThank you for your email.Clearly the visual checks by the technician were either not sufficient, or the technician did in fact see the repairs & respray, but this information was not disclosed to us, or Lookers carried out the repair & respray? If your technician (who one would assume is a trained expert) didn’t see the repair and respray, then that is even more of a concern as to what else may have been missed when inspecting this car, the car is also neither old nor is it high mileage in fact the total mileage at purchase is less than some cars amass in a year, so one would reasonably expect this car to be in very good condition especially when purchasing from a main dealerIt is also concerning that the repair and respray has been deemed inferior by an authorised Volvo body shop but supposedly passed the Volvo Selekt checks & certification.You mention you are not suggesting any blame, however you are doing just that by implying the ‘paint defect’ is caused by various factors post sale even implying possible damage caused by the driver which is nothing short of insulting, there is no damage, and no a stone chip hasn’t caused this (which would be highly unlikely on the rear of a car). I have already proved this repair was carried out before purchase, if you look closely enough in the photo sent to you can also see the blistering/bubbling, but regardless of that the fact is that it has been confirmed by a Volvo authorised repairer that the work carried out was inferior and therefore the blame, & responsibility to remedy and cover the costs of this lies with Lookers, especially as you are now confirming below that you are aware it was repaired ‘While I acknowledge and accept your statement that the vehicle had been previously repaired……’. I would therefore also like to draw your attention to the following statement from Grant on 09.10.25 - ‘As the car has come into our stock it has only had alloys refurbed but there has been no damage the car and no resprays been done’, which obviously we now know isn’t actually true.Perhaps can I suggest you reconsider otherwise we will be left with no option but to escalate this.On a final point we also still haven’t received any of the amended warranty & servicing paperwork with the corrected expiry dates, again this should have received by now as this was raised many weeks ago.Kind regardsSarah PickeringSarah Pickering sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: Ian BrackenridgeSent: 29 January 2026 12:32To: sjp@make-up-artist.comCc: gary@garypickering.comSubject: Re: FSZ 2714 - PaintworkHi Sarah,I have reviewed the requirements outlined by Volvo. During the inspection, the technician carries out a visual check to ensure the vehicle meets expected standards of SELEKT proportionate to the vehicles age and mileage. At the time of inspection, the vehicle passed all visual checks.As you mentioned, the vehicle has since developed some paint bubbling after the point of collection. While I acknowledge and accept your statement that the vehicle had been previously repaired this does not impact its SELEKT certification, it was of satisfactory quality at the point of delivery.I am not suggesting any blame; however, we have no way of determining what has caused the paint defect after the vehicle was delivered, or whether it may have resulted from an external influence, such as a stone chip or damage accumulated without the drivers knowledge.While we will always endeavour to assist wherever possible, we cannot reasonably be held accountable for, or absorb additional costs relating to, a vehicle that has covered several hundred miles since delivery.Many ThanksIanIan BrackenridgeUsed Car Sales ManagerT: 0141 332 8888IanBrackenridge@lookers.co.ukLookers Volvo Glasgow4 Mossland Drive, Hillington Park,Glasgow, G52 4FA________________________________________From: sjp@make-up-artist.comSent: 29 January 2026 11:20To: Ian BrackenridgeCc: gary@garypickering.comSubject: RE: FSZ 2714 - PaintworkExternal Sender: Confirm legitimacy before acting.Hi IanThanks for the email, just to note it was raised before Christmas so less than 2 months after collection not 3 monthsIt has already been confirmed the repair & paint work to be substandard/inferior by a Volvo approved body shop, so I would very much doubt this therefore meets Volvo select standard.Please see the attached photo (from your website) showing where the repair has been done, so apart from the bubbling/blistering, what was pointed out to Gary by the technician is that there is a change in ridge line above the exhaust and change in the finish of the paintwork with it being more mat than the original.Kind regardsSarah PickeringSarah Pickering sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: Ian BrackenridgeSent: 29 January 2026 10:27To: sjp@make-up-artist.comCc: gary@garypickering.comSubject: Re: FSZ 2714 - PaintworkHi Sarah,I will raise this with our Aftersales team our certification would show the vehicle in a Volvo Selekt standard prior to sale and at the point of collection we therefor ordinarily would not be liable for any paintwork damage 3 months after collection I will confirm our position with the Selekt team and our requirements and be in touch later todayMany ThanksIanIan BrackenridgeUsed Car Sales ManagerT: 0141 332 8888IanBrackenridge@lookers.co.ukLookers Volvo Glasgow4 Mossland Drive, Hillington Park,Glasgow, G52 4FA________________________________________From: sjp@make-up-artist.comSent: 27 January 2026 11:00To: Ian BrackenridgeCc: gary@garypickering.comSubject: FW: FSZ 2714 - PaintworkExternal Sender: Confirm legitimacy before acting.Hi IanGary took the car to Harwoods body shop yesterday and they apparently didn’t need to measure the paintwork as they could see immediately what they considered to be an inferior repair & respray having been done to the rear bumper area. Obviously this wasn’t mentioned to us when we purchased the car which is rather disappointing and concerning so we’ll suggest the body shop check over the rest of the car when it is booked just in case are any other areas that may have been repaired / resprayed, if there is anything else that comes up will then that will need to be addressed as well.They have obviously quoted in the attached quote what can be seen immediately but just to note this obviously this may increase should they discover any other damage/work needed whilst carrying out this repair. There may also be a collection / delivery charge as well. Please confirm back how you wish to settle the invoice once issued, will you pay the invoice direct once the work has been completed and before the car is collected/returned to us?Kind regardsSarah PickeringSarah Pickering sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: sjp@make-up-artist.comSent: 21 January 2026 18:26To: 'Ian Brackenridge'Cc: 'Gary Pickering'Subject: RE: FSZ 2714 - PaintworkImportance: HighHi IanJust to update you we took the car to be checked at the weekend at a local Volvo service centre , they suspect the rear bumper area may possibly been resprayed and they have suggested we to take it to a dealership with a body shop to get the paintwork measured which we are trying to organise to get it in for inspection hopefully some point next week and will report back to you once that has been done,. If it’s the original paintwork which has bubbled I assume it will then be covered by the Volvo warranty, but if it has in fact its been resprayed, we will get it quoted which we’ll send onto you as this will need to be settled by Lookers if not covered by warranty.Kind regardsSarah PickeringSarah Pickering sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: Ian BrackenridgeSent: 13 January 2026 15:12To: sjp@make-up-artist.comSubject: Re: FSZ 2714 - URGENTHi Sarah,Happy new year apologies I thought I had replied to your previous email the service plan and warranty dates have been actioned by our team. With regard to the paintwork, we have no note of any damage to the vehicle recorded on any of our inspections if this has been caused not through impact damage or any outside influence you are aware of then all I can suggest is your Volvo anti perforation guarantee which would cover this however we would be limited in our options to assist due to distanceMany thanksIanSent from Outlook for iOSIan BrackenridgeUsed Car Sales ManagerT: 0141 332 8888IanBrackenridge@lookers.co.ukLookers Volvo Glasgow4 Mossland Drive, Hillington Park,Glasgow, G52 4FA________________________________________From: sjp@make-up-artist.comSent: Tuesday, January 13, 2026 1:32:57 PMTo: Ian BrackenridgeSubject: FW: FSZ 2714 - URGENTExternal Sender: Confirm legitimacy before acting.Dear IanHappy new year to you.I am getting a bit concerned that I haven’t heard back re the bubbling paintwork and also the dates being wrong on the warranty and service paperwork.Kind regardsSarah PickeringSarah PickeringMake-up & Hair Designer sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: sjp@make-up-artist.comSent: 23 December 2025 08:43To: 'Ian Brackenridge'Subject: RE: FSZ 2714Importance: HighHi IanI hope you are keeping well and looking forward to Christmas.We were cleaning the car at the weekend and noticed paintwork is starting to bubble up along the rear bumper in several places, I thought it was water droplets at first but it’s the actually paint lifting, I have attached some photos.Also is there any news yet on correcting the warranty and service plan paperwork expiry dates.Kind regardsSarah PickeringSarah PickeringMake-up & Hair Designer sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: Ian BrackenridgeSent: 15 December 2025 10:52To: sjp@make-up-artist.comSubject: Re: FSZ 2714Hi Sarah,David forwarded me the information regarding the set up dates of your extended warranty I have raised a ticket with Volvo support to have these amendedThanksIanIan BrackenridgeUsed Car Sales ManagerT: 0141 332 8888IanBrackenridge@lookers.co.ukLookers Volvo Glasgow4 Mossland Drive, Hillington Park,Glasgow, G52 4FA________________________________________From: David ThomsonSent: 15 December 2025 10:11To: Ian BrackenridgeSubject: FW: FSZ 2714David ThomsonTransaction ManagerT: 0141 332 8888DavidThomson@lookers.co.ukLookers Volvo Glasgow4 Mossland Drive, Hillington Park,Glasgow, G52 4FAFrom: sjp@make-up-artist.comSent: 15 December 2025 10:08To: David ThomsonSubject: FW: FSZ 2714External Sender: Confirm legitimacy before acting.Hi DavidI hope you are keeping wellJust to follow up I’ve not heard back from anyone re my emails, can you please come back to me and make sure the changes are made with VolvoKind regardsSarah PickeringSarah PickeringMake-up & Hair Designer sjp@make-up-artist.com 07767 264474THIS EMAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE PRIVILEGED. If you are not the intended recipient(s), any disclosure, reproduction, copying, distribution, or other use of this communication or the information contained in it is strictly prohibited. If you have received this communication in error, please notify the sender immediately and then delete this emailFrom: Sarah PickeringSent: 30 November 2025 12:27To: David ThomsonSubject: Re: FSZ 2714Many thanks David much appreciated I hope you are keeping wellSent from my iPhoneOn 30 Nov 2025, at 12:00, David Thomsonwrote:Hi Sarah,Sorry for the delay in getting back to you. I will get Ian to contact you tomorrow. I have sent him on your email.

Dear Customer Services,I am writing to formally escalate an unresolved complaint regarding a vehicle I purchased from Lookers Volvo Glasgow in October 2025.I have attempted to resolve this directly with the dealership on multiple occasions, including a formal complaint email sent on 25 February 2026 (13:37), however I have received no acknowledgement or response from either the salesperson or the sales manager.For clarity, the relevant timeline is as follows.Vehicle condition at purchaseWhen I first viewed the vehicle with the salesperson, Phil, we noted that part of the front bumper had come loose. I was told that this had likely occurred during delivery and that it would be repaired before collection.However, when I arrived to collect the vehicle, the bumper had not been repaired. The car was taken away briefly and returned approximately fifteen minutes later, which gave the impression that the vehicle had not been fully prepared prior to handover.The handover itself was uncomfortable, and I was repeatedly encouraged to provide a high satisfaction score despite the outstanding issue with the vehicle.Defect identified immediately after purchaseWithin a day of taking the vehicle home, I discovered that the passenger door was scraping against the front panel when opened, which had already caused damage through the paintwork. I reported this immediately and provided video evidence.The vehicle was subsequently returned to the dealership for repair. However, when the car was returned to me, the scratch through the paintwork remained and had already begun to rust.I emailed the dealership on 10 November 2025 (the day after I got the car back (as my dad had picked it up and driven it to Aberdeen for me)) to report that the issue had not been properly resolved, but I received no response.I followed this up again on 25 February 2026, attaching an updated photograph showing the corrosion. That email was clearly titled Formal Complaint, but again I received no reply.Additional electrical faultsSince my first email in November, the vehicle has also continued to experience recurring electrical system failures. The infotainment system regularly goes offline, meaning functions such as the heated seats, heated steering wheel and satellite navigation cannot be used. On several occasions even the indicator sound has stopped working.The only way to restore functionality appears to be performing a hard system reset. This is now happening almost every time the car is driven and is clearly not something that should be occurring on a vehicle of this age and value.Customer experience and impactI live in Aberdeen, so travelling to Glasgow to resolve these issues involves a six-hour round trip. Given that the defect was reported immediately after purchase and an attempted repair has already been made, it is extremely frustrating that the matter has now been left unresolved for several months while my emails have gone unanswered.I am also managing significant personal responsibilities as a widow with a young child, and this situation has added unnecessary stress when I simply needed a reliable vehicle.Current positionThe paint defect was reported shortly after purchase, a repair attempt has already been made, and the issue remains unresolved and continues to deteriorate. The vehicle is now also experiencing additional electrical faults.I would therefore ask that this matter is urgently reviewed and that Lookers confirms how it intends to resolve these issues.In particular, given my location in Aberdeen, I would ask that you confirm one of the following arrangements:• Collection of the vehicle from my address with a courtesy car provided while repairs are carried out, or• Authorisation for the vehicle to be inspected and repaired at a Volvo dealership local to me in Aberdeen.If this matter cannot be resolved promptly, I will need to consider the options available to me under the Consumer Rights Act 2015.I would appreciate a response within 7 days. Given the history of this matter, I would prefer that any further communication is handled in writing via email.Kind regards,EilidhVehicle registration: SF72 YDA

This should be passed t the Francise DirectorIt was my intention to write directly to Lookers’ Managing Director to draw his attention to a very serious matter that could possibly negatively impact your organisation. However, it appears that your Board has chosen not to appoint an MD and has spread the duties across five operations directors. When I phoned your head office and asked how those duties had been allocated in order that I could direct the matter to the appropriate person, the answer was “I haven’t a clue”. My request for email addresses of the operations directors received the advice that it is not company policy to give out email addresses. I pointed out that after 55 years since the introduction of email your policy is bizarre and I was told that my only option was to contact this general email address. I do so now with some reluctance, as I believe that this is such a serious matter.I attach below a copy of an email that I sent on 04/03/2026 to Ian Brackenridge, the used car sales manager at your branch at Hillington, Glasgow. Before sending this email I asked the lady who had refused to give me the general manager’s email address, to inform Mr Brackenridge that I would be sending the email within an hour. I did so in the belief that Mr Brackenridge may have feigned an “it went into my spam folder” excuse for avoiding something that was not his direct responsibility.Before sending that email, it occurred to me that a cynical person might construe my email as an attempt to extract some pecuniary advantage from making such a complaint. Consequently, we approached a Volvo dealership, with whom we had a long-standing relationship and completed a deal with them that we could have completed at Hillington. I can provide documentary evidence of that if required.Mr Brackenridge responded by phone some 30 hours later at 18:06 on 05/03/2026 in a call lasting almost a quarter of an hour. There was little sign of contrition in his approach, as he sought to defend the salesman with whom we dealt. Apparently, when he dismissed our request to exercise Christine’s statutory exemption from road tax, it wasn’t negligence, he was simply following your company policy that has been in force since at least your relationship with Volvo changed to that of “Agent” and Volvo assumed the responsibility to “refund” road tax. When I asked Mr Brackenridge if he was seriously telling me that, as far as he was aware, you had never given a disabled person the road tax exemption to which they were legally entitled, he waffled and said that he had emailed Volvo for guidance, but made me suspect that was indeed the case.When I challenged Mr Brackenridge to address the elephant in the room that so far he had avoided; the Volvo contribution; he argued it was our fault that the salesman didn’t mention the Volvo £6,250 contribution and 0% interest, because we didn’t say that we wanted to finance the purchase. He seemed unable to comprehend that knowledge of the significant reduction would have influenced our decision. When I reiterated my suggestion that it was inexcusable to charge a customer circa £10,000 more than they were required to pay, he seemed quite sanguine about the whole matter and tried to turn the conversation back to the value of my trade-in.According to your company profile, Lookers PLC operates with a core focus on customer experience, aiming to put customers "at the heart of everything" through a "for you, for life" ethos . The company emphasizes ethical conduct, sustainability, and transparency in its operations across over 150 dealerships in the UK and Ireland. From our experience at Hillington, I would doubt if many - or any - of your employees are aware of this policy, let alone implement it.I believe that there is a prima facie case that you are directly discriminating against disabled people by refusing to allow them to exercise their legal exemption from road tax and may have continued to do so for some time. As you are a very large organisation, it seems unlikely that our experience in Glasgow is different than in any of your other dealerships. As the husband of a disabled wife and a son of two blind parents I take disability issues very seriously indeed and I intend to refer this matter to the Equality and Human Rights Commission (EHRC) with a suggestion that they compel you to provide your sales history with evidence of sales to disabled people outwith the Motability Scheme.It is also my intention to advise Volvo of our experience at Hillington and Mr Brackenridge’s attempt to ‘pass the buck’ to them for your company’s disability discrimination. I will also suggest that, as a dedicated Volvo Agent, it would seem incumbent upon you to promulgate Volvo customer incentives, yet despite the obvious benefits to both you as an organisation and the potential recipients, we have evidence that, even when presented with willing customers, you choose not to make these significant benefits available to them. I will ask them to reflect on whether their relationship with you should change in the future.RegardsDr G Howard MarshallFrom "Howard Marshall"To ianbrackenridge@lookers.co.ukDate 04/03/2026 12:30:13Subject ComplaintHi IanI appreciate that what follows isn't your area of responsibility, but the lady to whom I spoke wouldn't give me your General Manager's email address in the absence of your Sales Manager and would only give me yours. Unfortunately, it's not something that can wait until his return and I would appreciate it if you would give it your urgent attention and elevate it to your General Manager if you are unable to resolve it. You can contact me on 07957 138054 after 14:00 hrs if there's anything that you wish to discuss.My wife, Christine and I called into your branch on our way home yesterday with a view to possibly purchasing a Volvo XC90 Ultra and we spent over an hour with Christopher Mitchell in your sales department. When we got to talking about finances, Christine wished to add a dash cam, some eyeglasses protection thingamajig and carpets, which took the overall price to above £80,000. I made the point to Christopher that Christine was disabled and therefore did not have to pay the initial road tax, but he said that the Volvo price included the road tax and we could claim her exemption for the following year at a Post Office in 2027. I was somewhat taken aback by this as Christine has been exempt from road tax since her accident in 2008, but I did not pursue the matter at that time. Christopher eventually offered us £62,000 to trade our BMW X7 which was certainly below our expectation and we agreed to go away and think it over. I asked Christopher if he would email me the details of the quotation which he agreed to do.Christopher did not email his offer to me and after asking him again, he sent me an email just linking us to Volvo’s trade-in page that showed the list price, rather than the price that we’d discussed. I thought this was somewhat dismissive and certainly not what I had expected.When I had a chance to look at the Volvo website I noted that Volvo was making a contribution of £6,250 plus 0% interest in some cases if a financial option was taken up. This is a very significant amount of money and something that Christopher did not mention to us. I also noted that the financial calculations included the £3,300 initial road tax which Christopher told us was included in the price and we couldn't claim the exemption.It seems incomprehensible to me that Christopher was not aware of this major contribution from Volvo to underpin this vehicle. If you weren't a dedicated Volvo agent then, perhaps, it could be argued that he was mixed up in his conversation with us. However, it defies the imagination why he chose not to mention this to us. The cumulative effect of these omissions means that the price quoted to us was some ten thousand pounds more than it would have been necessary for us to pay. I would suggest that, for a company as large as yours with an excellent reputation, this conduct is totally inexcusable.I'm sure that you will be aware that preventing a disabled person exercising their statutory exemption to road tax is direct discrimination and is illegal under the Equality Act 2010. While I am sceptical that this is your company’s policy, the combination of this and the withholding of the Volvo finance contribution suggests either gross negligence or shear vindictiveness for reasons that escape me. In the first instance, could I suggest that you ask a different sales person more familiar with your company’s ethical standards to review the offer to us taking into consideration our great concerns.RegardsDr G Howard Marshall

We have a EX30 (SD24ZPE) which is subject to the current recall notice, my legal adviser reviewed the 2 notices received to date and has concluded there are grounds to reject the car, Volvo UK contend otherwise. As supplying dealer I seek your intervention in this matter, the car was bought partially to carry grandchildren, it is no longer acceptable to use it for this purpose. I do not want the £200 voucher, it would complicate the any legal action, I would be interested to have your response, including any proposal you wish to make towards resolution.I can share the exchange of emails with Volvo, please let me know how to send?

I wanted to raise a couple of issues I have experienced at Lookers Volvo Glasgow in a two-year time span.My husband and I have been purchasing Volvos from this site since 2018, and we are currently on our third XC60. We like our car and the Volvo brand but noticeably the customer service in this branch has declined over the years.The staff are rude and obnoxious across the floor. The front desk receptionist does not greet you on entering the building or acknowledge a customer has arrived. The service department colleagues are even worse with their mannerism.One of the encounters leading to this complaint was a visit to the garage for a vehicle check and they noted a puncture to my tyre on my previous Volvo. The puncture was incorrectly repaired, and my tyre was flat within a matter of hours. I had to take it to a local garage to assess the problem and was advised (a video was taken of the tyre in that local garage) of the incorrect work completed by the Volvo mechanics resulting in another cost incurred. When phoning the service department to raise the issue my comment was laughed off by the manager and I was told 'it must have been the apprentice.' I do not find this funny as I had to cancel multiple appointments booked that afternoon but also highly unprofessional as a response. I then had to suggest to the manager a refund for the failed puncture repair I already paid in which I had to email over the video as evidence. At this stage I thought the attitude might have been a one-off problem, but I have recently returned to the Volvo lookers Glasgow and to my surprise it isn't.Due to the lack of trust of the mechanics at Lookers Volvo Glasgow, I had my current Volvo serviced at a local VAT registered garage whom my family have used for many years, and they have serviced other Volvos we have had in the past. As the software had recently been updated on Volvo the service message wouldn't disappear off the dash and I contacted them to advise to check it in and review the issue. The first phone call I made to book it through the service department the gentleman was rude with a high-pitched voice and said they wouldn't do anything but I could book it in anyways. (Now bearing in mind this is a one year old Volvo and it was its first service and under full warranty). The night before my car was due into the garage at 5.30, I received a second phone from a female in the service department to say it would need a full service otherwise they won't do anything. I note there is nothing in my Volvo contract to say the service needs to be completed in this particular garage otherwise it would be a mandatory requirement to add on the service package on purchase that I'm sure a sales representative would highlight this key point. The woman's attitude to a customer on the phone was nothing less than disgusting and when I asked questions her response was 'I don’t know I just work here.' I am still trying to understand the rationale of her phoning me so late in the evening if she was unable to answer any questions I had. I proceeded to bring my car in the next morning to have the issue looked at and I asked to speak to the service manager before checking it in. This gentleman was nothing but smug is the best description to give with very much an attitude of a woman questioning a man (this was evident when my husband came with me to collect the car in the evening as that attitude had changed and he was then polite to him). One of my key points on checking in the car is why I was charged an additional £135 for a software update to the vehicle after a service had been completed and one that is under warranty, is this not something covered in a warranty of a one year old car, especially since on the Volvo website it states this software update will be available over-the-air in the next three weeks which I could then complete via the app?My husband and I both enjoy having a Volvo but after these past two experiences over this short time span compared to the previous experience we have had at Lookers Volvo Glasgow, we do not intend to purchase our next Volvo here when the time comes to exchange it again. This garage is somewhere I would no longer recommend to colleagues or family. It has become increasingly evident in the google reviews that I am not the only person to have an issue. I think there needs to be a culture change of attitudes and behaviours in this branch.