The sales advisor was to send me a form to complete so he could evaluate my current car. Nothing came and I got impression he was not interested.

Friendly, approachable sales staff.

I am writing to formally submit a complaint regarding my recent vehicle sale to Lookers Ashford and to seek appropriate compensation for the issues I experienced throughout this transaction.For clarity, the sequence of events is as follows:• On 28 January, I handed over my vehicle and was informed that the outstanding documentation would be emailed to me later that same day. This did not happen. I had to chase repeatedly over the following days before receiving any response.• I was explicitly assured that payment would be made on Friday, 31 January. However, the funds were not received until 3 February.• On 28 January, I waited over 45 minutes at your premises before being asked to leave due to internal printer issues, with assurances that everything would be handled promptly.• Multiple administrative errors occurred, including incorrect documentation being sent on several occasions.• Most seriously, my personal information was incorrectly sent to a third party, raising significant concerns regarding your data protection procedures and internal controls.Although payment has now been received, the delay, lack of communication, repeated administrative failures, and mishandling of my personal data caused unnecessary stress, disruption to my personal arrangements, and financial inconvenience.As a direct result of the delayed payment, I also incurred an additional DVLA charge of £60, which should be reimbursed in full.In light of the above, I am seeking the following:• Reimbursement of DVLA cost: £60• Compensation for delayed payment, service failures, administrative errors, and data handling concerns: £740Total compensation sought: £800I trust this matter will be treated seriously. Please confirm within 7 days how you intend to resolve this complaint.I look forward to your prompt response.Kind regards,Ka Kin Lim從我的iPhone傳送Dear all,Thank you for your phone call.For clarity, I do not accept that this matter is closed.As previously requested, please provide your full response in writing, including confirmation of your position regarding my complaint and compensation claim.I will only respond to written communication.Kind regards,Ka Kin從我的iPhone傳送Vehicle Complaints於2026年2月11日 10:28寫道：Dear Sir / Madam,I am writing to formally escalate a complaint concerning a vehicle sale transaction handled by Lookers Ashford, operating under Mercedes-Benz UK and part of Lookers plc.I attach supporting evidence to this email.The purpose of this correspondence is to raise serious concerns regarding payment handling, administrative failures, and the mishandling of my personal data.1. Payment handling and processing concernsI delivered my vehicle on 28 January and was explicitly informed that payment would be made on Friday, 31 January.However, funds were not received until 3 February.While I note the dealership’s reference to a general “3–5 working day” timeframe, my understanding was based on the specific assurance provided to me.I now formally request that you review your internal processing records and confirm:• The exact date the payment was authorised• The exact date the transfer was initiated from your bank• Whether any action was taken between 29–31 January in relation to my paymentBased on the timing of the funds received, it appears that the transfer may only have been initiated on Monday, 3 February. If so, this would directly contradict the assurance given to me.I expect full transparency in this regard.2. Administrative failuresThroughout the transaction, I experienced repeated administrative errors, including:• Multiple incorrect versions of documentation being issued• Incorrect telephone numbers being recorded and circulated on three separate occasions• A lack of written communication despite repeated follow-ups• Waiting over 45 minutes at the dealership due to internal operational issues, after which I was asked to leave with assurances that paperwork would be sent the same day (which did not occur)3. Personal data mishandling / potential data breachDocumentation containing my personal information was sent in error to third parties.In one instance, my neighbour received communications relating to my transaction. I have retained screenshots evidencing this disclosure.The repeated circulation of incorrect personal data and the disclosure to unrelated individuals raises serious concerns regarding compliance with UK GDPR and internal data protection controls.I therefore request written confirmation of:• Whether this incident has been formally logged as a data breach• Whether it has been assessed under UK GDPR reporting requirements• Whether the matter has been reported to the Information Commissioner’s Office (ICO), if applicable• What remedial measures have been implementedIn light of the above, I also request a formal review of my compensation claim, including reimbursement of the DVLA charge and compensation for the disruption, repeated errors, and data protection concerns.Please provide a full written response within 14 days.Kind regards,Mr Lim

Dion Ford was absolutely excellent, the perfect blend of knowledge and communication for sales of such a quality product, although in the end I didn’t purchase, this was not due to anything within Dion’s control. He is a great asset to Mercedes as a brand , thanks Dion 🙏

Peter was a star, straight away greeted us in the car park and invited us in, showed us the best deal and was extremely lovely the whole time. My first time ever buying a car from a dealership & to be honest I would like to stay with Mercedes in the future. Peter explained everything to us and honestly was such a lovely experience!

Dear Sir / Madam,I am writing to formally escalate a complaint regarding the handling of the sale of my vehicle (Mercedes-Benz GLC, registration GY68FWP) and the financial loss and disruption caused as a direct result of your dealership’s actions.Timeline• On Wednesday 28 January at approximately 13:30, I completed all documentation and handed over my vehicle.• At that time, I was clearly advised that the funds would be received on Friday.• When payment did not arrive, I was subsequently informed that “payments can take up to 5 working days” and that the payment had been processed.However, the attached NatWest payment instruction record shows:• The payment instruction was only CREATED at 14:02 on Friday 30 January.• It was still “Waiting for approval.”• The “Date to leave account” was 2 February.• Funds were not received until Monday 2 February.This confirms that the payment process was not initiated until Friday afternoon, despite documentation being completed on Wednesday. The issue is not banking timescales, but the failure to initiate payment within a reasonable timeframe and the incorrect advice provided regarding receipt of funds.The reference to “5 working days” was only communicated after the promised Friday payment failed to materialise. This was not disclosed at the point of transaction.ConsequencesI had arranged a subsequent vehicle purchase for the weekend based on the clear advice that funds would be received on Friday. Due to the delayed transfer, that purchase fell through and I lost the opportunity to secure the vehicle at the agreed price.As a direct result, I was required to hire a replacement vehicle to maintain daily commitments, including school transport for my child and work obligations.Hire costs incurred to date:• Discover Cars – £695.13• U-Save Rental – £351.00Total: £1,046.13These costs were reasonably and foreseeably incurred as a direct consequence of the delay and incorrect advice.I am also now required to re-enter the vehicle search process and anticipate ongoing hire costs until a suitable replacement vehicle is secured.Resolution SoughtI am seeking:1. Full reimbursement of £1,046.13 hire costs incurred to date.2. Confirmation that reasonable ongoing hire costs will be covered until a replacement vehicle is secured.3. An appropriate goodwill payment in recognition of the disruption and loss caused.4. A written explanation as to why the payment instruction was not created until Friday afternoon.I trust this matter can be resolved promptly at group level. I look forward to your response.Kind regards,Kam Chuen Cheng

My partner and I were very impressed with the service we received when we purchased a car reg,GD71YDU.James was very helpful and Beverley was delightful supplying us with drinks when required. Mind you I would not expect any thing less from yourselves. Thank you for a very pleasant experience.Kind regardsGeorge and Pam

The car I had booked to test drive, the Mayer had taken it out and the sales person didn’t know when it was coming back

To: General ManagerLookers Mercedes-Benz of AshfordAddress: Monument Way, Orbital Park, Ashford, Kent, TN24 0HBDate: 2 February 2026Vehicle Registration: KJ66FEMFinance Agreement No: 000033788699Dear Sir/Madam,I am writing to formally raise a complaint regarding a Mercedes-Benz vehicle purchased from Lookers Mercedes-Benz of Ashford in June 2023. The vehicle is subject to a finance agreement, with an outstanding balance of approximately £12,500.Background and Mileage DiscrepancyAt the point of sale, the vehicle was described and sold to me with a recorded mileage of 53,415 miles. However, recent investigations into the DVLA MOT history have identified a significant mileage inconsistency, namely:• 21 February 2020: 68,066 miles recorded• 30 June 2020: 29,884 miles recorded• June 2023: Vehicle sold to me at 53,415 milesThis history strongly indicates that the vehicle’s mileage had been reduced prior to my purchase. This discrepancy was not disclosed to me at the time of sale.Mechanical Issues and Financial LossIn January 2025, the vehicle developed serious engine issues, requiring repairs costing £3,500. Unfortunately, the engine has now suffered a further catastrophic failure and is currently non-operational.The vehicle is presently with my independent mechanic, who is in the process of preparing a full technical report and a detailed repair estimate, including confirmation as to whether the vehicle is uneconomical to repair. I will forward this report and estimate as soon as they are available.Given the mileage discrepancy, I am extremely concerned that the vehicle was not accurately represented at the time of sale and that the true mileage and condition were not disclosed. Had I been made aware of these issues, I would not have proceeded with the purchase on the same terms.Legal Position and Requested ResolutionBased on the above, I believe the vehicle may not have been supplied in accordance with the Consumer Rights Act 2015, in particular that it was not as described and not of satisfactory quality. As the vehicle was purchased on finance, I also understand that the finance provider may share responsibility under the Consumer Credit Act 1974.At this stage, I am seeking your formal response to this complaint and your proposals for resolving the matter fairly. This may include, but is not limited to, discussion around rejection of the vehicle, settlement of the outstanding finance, and reimbursement of costs incurred as a result of these issues.I would appreciate your acknowledgement of this complaint and a substantive response within 14 days. I hope this matter can be resolved amicably and without the need for further escalation. Should it remain unresolved, I will consider referring the matter to the appropriate ombudsman schemes.Yours faithfully,GOVIND KUMAR07931703397EMAIL – GOVINDKUMAR@BTINTERNET.COM

Six days after purchasing the vehicle in cash for £23,520 on Wed 14th Jan, the entertainment screen stopped working. Shortly afterwards, I began receiving multiple error messages, including a 12V battery warning. These issues progressively worsened and on 23rd, Fri morning the vehicle completely failed, leaving it impossible to unlock or open the car. As a result, the vehicle broke down on my driveway and was unusable. I was unable to get to work on time and had to make other arrangements.The vehicle was then recovered on Friday night by the RAC. The RAC technician advised that the fault is consistent with a failing 12V battery. While I understand that the battery may currently show as charged and not actively displaying a fault, the technician confirmed that the battery is approximately six years old and has been repeatedly drained. On this basis, he strongly recommended that the battery be replaced to prevent further failure.Despite this professional assessment, I have been informed that the Hemel Hempstead dealership is not currently willing to replace the battery. I am extremely concerned by this decision, as I do not feel it is safe or reasonable to drive the vehicle given the risk of a repeat failure, particularly after the car has already become completely inoperable.In addition, I am concerned by the handling of the vehicle following recovery. The car remained in the compound from Saturday 24th until Tuesday 27th, and work did not commence until yesterday. During this time, there was no meaningful communication or update provided to me regarding progress or expected timescales apart until I chased this up with Linda, from after sales at Ashford who managed to find out that the car was still in the compound.Given that this vehicle was purchased less than one week before these issues arose, I believe the car does not meet the standards required under the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose and as described.I am therefore requesting an urgent resolution, including:1. Replacement of the 12V battery in line with the RAC recommendation2. Reimbursement of excess cover costs3. Clear confirmation that the vehicle is safe and reliable to drive.I am formally notifying you that this fault occurred within 6 days of purchase. I am concerned about the risk of reoccurrence and I am reserving my rights under the Consumer Rights Act 2015, including my right to reject should the fault persist or reoccur.