After 2-year service on 23rd March my locking wheel nut wasn't returned to my repair kit. I only noticed this today, 28th March when I took my car for tyre repair (as it was suggested by your staff).I immediately returned to your facility but maintenance team wasn't there as they finish at 12pm on Saturday. Now I need to wait until Monday and reschedule tyre repair.Please note I purchased the car through this company, it was delivered by Lookers Glasgow team, and the repair kit was complete.One of the staff I spoke to today was asking when and where I got the car and if I used the kit before. Obviously trying to put blame on someone else.I am expecting someone from your company to bring my locking wheel nut on Monday morning to my address as I cannot take time of work to drive to you facility and collect it.I understand this might have been an error but you should consider if some final checks should be put in place to ensure all items from the repair kit are returned to customer.

Dear Sir,I am bringing to your attention a complaint in relation to my dealings with Lookers Volvo Glasgow.On the 10th of March, my partner and I took out a Motability vehicle with Volvo for my son Jack. This is our fourth Motability car through the Motability Scheme. We were taken through all the relevant paperwork on the day.As I myself was the lead driver, as I am my son's main carer, the representative said it was a good idea to put my partner on as the second driver in case any event arose where he needed to drive the car. Again, all seemed very straightforward. We waited longer than expected for our vehicle; however, after quite a few months, it had arrived.We were told to have all documents with us, including identification and driving licences. The process on that day took several hours, but we were aware it takes quite a bit of time to get insurance details sorted.Once everything was completed, I drove the car back to our home address, which now brings me to my complaint.On the 13th of March, I was involved in an accident. Luckily, we were not in the vehicle at the time. I contacted Direct Line immediately. They seemed quite confused when I gave them my details for the insurance. They informed me I was not insured to drive the car.I said there must be a mistake and asked them to check again. The gentleman told me to remove myself from the vehicle, and I was very confused. My son Jack was completely distraught, as was I. The gentleman explained that Mark, my partner, was the only one insured and allowed to drive the vehicle.After trying to explain to the gentleman at Direct Line that this must be an oversight, he allowed me to drive the car to my home address, which was 10 miles away. I was very stressed, knowing at that point I was uninsured and aware of the enormity of this situation.I contacted Motability as soon as I got home and told them what had happened. They advised me to be put onto their insurance via Direct Line immediately. They had also informed me that it had been over a year that I had been driving with no insurance. She also advised me that it had to be flagged to another department to see if they wanted to take it any further, as I had not been insured while driving the car.I was horrified at the thought of myself driving with no insurance, putting myself at risk, as well as my partner, my two sons, and anyone else for that matter. My son Jack has anxiety, as does my other son Adam, and this has only exacerbated their condition, as they already have great difficulty going on outings.The enormity of this is that if I had not been out on the 13th of March to that appointment and this had happened, I still would have been no wiser and still uninsured.I really had put my trust in Volvo Lookers, as they had said on the telephone and in person that they were extremely professional and had everything in hand to make the process as stress-free as possible, and to leave everything to them to deal with as part of the service.This was not the case. They have left myself and my family at great risk, which I feel is negligent.My details are as follows:Louise Massey / Mark Burrows1 Walled Garden, Dalnair Estate, Glasgow, G63 0FF07505146170Registration number: SG25 MJYLooker Volovo Glasgow Paisley BranchYours faithfully,Louise Massey

I have waited a month for a repair and service car broke down. Received no updates unless I phoned , when I picked up car was dirty so they took to clean . Then when clean body work scratched in multiple locations and denied all awareness then took to look at it and then said was like that when it arrived ? Car was not like that when it left my house and no one mentioned the damage when servicing or on any calls … Ive raised investigation through Tusker and will be raising complaint direct with Volvo

Our last 3 cars have been BMW, Range Rover and Mercedes. This was by far the best experience from support choosing the car right through to collection. Being kept up to date and all questions answered.Our first time with a Motability car. The process was new. I cannot compliment Ryan Hay enough for his customer experience focus.

cust paid £250 deposit on 08.02.26, cust has not received the deposit back.13.02 the cust advised they were not going ahead.

Deposit £250 paid 28.02.26. Branch has been made aware that the customer would not be going ahead with the purchase.

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!