I am writing to raise a formal complaint regarding the handling of my vehicle service booking and the treatment I received from your staff, which I believe constitutes discrimination by association and a failure to make reasonable adjustments, in breach of the Equality Act 2010.On 18 December 2025, I used the Volvo app to arrange a service appointment for my Volvo V40 MH74 HEU. The appointment was originally booked for 29 December 2025. Subsequently, the app updated the appointment date to 30 December 2025 at 1:00 pm, giving the clear impression that the booking had been amended and confirmed. I relied on this information and planned accordingly.When I later contacted your service department to confirm the booking, I was informed that no appointment had been made at all. This represents a serious administrative failure within your booking system, for which I should not be disadvantaged.I was then advised that the earliest available appointment was 2 February 2026. I explained clearly that this date was not possible due to a scheduled operation for my disabled child. Despite this being a significant and unavoidable circumstance, I was told that no earlier appointment could be offered and no alternative solutions were explored.I was subsequently offered an overnight service appointment as an alternative. However, as the main carer for my disabled child, this option is wholly unsuitable. My child may require urgent medical attention at short notice, which could necessitate an immediate visit to hospital. Being without my vehicle overnight would place us at significant risk and is therefore not a reasonable adjustment in the circumstances. This was clearly explained at the time but was disregarded.My concerns were further compounded when I enquired about access to the “while you wait” lounge. I was informed that my disabled child would not be permitted in the lounge under any circumstances, even after I explained that I would not remain in the lounge with him and would instead take him out in his mobility chair.This position is deeply concerning and, in my view, unlawful.Under the Equality Act 2010, service providers have a duty not only to make reasonable adjustments for disabled persons, but also to ensure that individuals are not treated less favourably because of their association with a disabled person (commonly referred to as associative discrimination). The refusal to provide a suitable service appointment, the rejection of reasonable alternatives, and the application of a blanket exclusionary policy placed me at a substantial disadvantage solely because I am the parent and carer of a disabled child.This constitutes direct discrimination by association, contrary to Section 13 of the Equality Act 2010, and a failure to comply with the duty to make reasonable adjustments.The matter is particularly troubling given that my child was permitted to accompany me but he did not attend when the vehicle was originally ordered through the Motability Scheme, which exists specifically to support disabled people and their families. The inconsistency between your sales practices and aftersales treatment raises serious concerns about your compliance with equality legislation.The conversation took place on 29 December 2025 at 09:21 am with a representative named Sarah (or Sara), who confirmed that no exceptions or reasonable adjustments would be considered.Unless this matter is resolved promptly and appropriately, I will consider escalating my complaint to the Equality and Human Rights Commission and pursuing further remedies available to me. I would prefer, however, to resolve this matter directly.I therefore formally request the following:• An earlier service appointment, as the February date is not reasonable in the circumstances• Written clarification of your policies regarding disabled customers and those associated with them, including access to customer facilities such as the “while you wait” lounge• A formal written apology acknowledging the discriminatory treatment and distress caused• Details of the Equality Act, disability awareness, and reasonable adjustment training provided to your staffThis experience has caused considerable distress at an already difficult time due to my child’s medical needs. I expect this complaint to be treated with the seriousness it warrants and would appreciate a prompt written response

Hi Lookersi was unable to use Google etc.My buying experience was the best ever. I visited 15 Dec and Andy Brown sold me the car. I collected it 16 Dec. Andy was excellent and a pleasure to deal with. He could not have done a better job. I drove away in an XC90 with a smile on my face.

Eser was excellent and I didn't feel like i was being "sold" toOnly issue is customer parking on the site

I did not receive a call back.

Good friendly service

The salesman I dealt with was polite, professional and have me a lot of information which I found helpful.

Following me making an offer it was shut down with no “this is what we could do” so guessed there was no appetite for a sale like other dealers

Courteous salesman allowed long solo test drive.

Bought my car off the show room & from Volvo to get the good aftercare/service they have a reputation for…BUT…I’m not getting it!1.To have to ring Scotland to book in & have lengthy details harvested is not user friendly.2.To be told it’s £225 to look at the car is ridiculous after years of popping into garages & having someone look at the problem.3. To be told that the seat belts jam from dirt, way below where it is possible to valet & it will cost £800 to fix-is simply insane.When did Volvo stop being a caring company & when did aVolvo stop being a country car?It has been over 2 weeks since I placed my last complaint & have had no reply.why?

Excellent service provuded a personal video