I have sent the following email to Mercedes Benz of Gatwick on 14.01.2026 awaiting a reply still - this has been a poor experience throughout and this highlights this"On 21.12.2025 I bought a Mercedes E220d from yourselves (AP70XBJ). Izzie Lucas was the sales rep who assisted me. I placed a deposit for this on 17.12.2025 and confirmed with Izzie that the vehicle was ready for collection on 21.12.2025. The background you must understand is that unfortunately, I was, and remain, rather busy as I am a military trauma surgeon and not local to Gatwick but I liked this particular car and for me it was worth driving to MB of Gatwick to pick this up. I was reassured repeatedly that the car would be ready to drive away the same day once funds were received.On arrival on 21.12.2025 unfortunately the vehicle was not ready for collection due to a number of issues outlined below:Multiple scratches across the car, visible from >10m distance and across multiple body panelsStained rusting on the back of the car damaging the paintworkDamaged clip for the boot cover netMissing both front wheel capsBoot clips for the floor shelf which were damaged and unusableMissing ISOFIX clip coversThis was discussed with Izzie and she agreed in an email (attached) to rectify these issues and that I would have to drop the car off, take a courtesy car in order to rectify these issues. I agreed and paid for the vehicle. At the time I was offered £500 off to accept the cosmetic damage and to drive away with the car, but quotes I received were >£1000 for rectifying the damage through either another MB dealership or through a non MB garage so I agreed with the above plan. She advised me that from mid-Jan onwards was feasible and I agreed to return the car at that time.Since then, on 24.12.2025 the vehicle came up with a red alert stating that the engine oil level was too high, to drain the oil and not to drive it with a high oil level. I phoned MB Gatwick but was unable to get through to anyone as it was late in the day and unfortunately was unable to get any communication with your team at this time. I therefore emailed Izzie but did not get any reply as she was on leave and on 27.12.2025 (the first day you were open after Christmas) phoned up and spoke to John Piller. John was initially very helpful with suggestions as to how to proceed including suggesting that I discuss with a local MB dealership (MB of Reading for me) who advised there would be a £270 charge to look at the car) and calling out MB Roadside assistance who I did call out and unfortunately were unable to assist me with this issue. They did state that they noted the oil level was at the absolute max and so when the car was driven the oil expanded causing the warning to go off. They also advised me that it was dangerous to drive the car as this could cause damage to the engine.I replied to Mr Piller with this on 30.12.2025 (please see attached email trail) requesting an update on what was happening and how to proceed. He did advise me at this time that all expenses associated with this would be covered, both on the phone and by email. He also agreed to organise someone to come collect my vehicle and drop off a courtesy car given the significant inconvenience.Since then, I have had to chase repeatedly, calling regularly and emailing frequently, with poor communication throughout. Regularly I am unable to get through to John or Izzie and get promises that they will call me back the same day without any communication from them. There are at least 3 times when this has happened including on 12.01.2026 when I was promised a call to inform me of when the car would be picked up. This is deeply disappointing and falls well short of the expectation of MB service.I also repeatedly requested my £500 deposit back, which was not deducted from the price of the car I paid on collection, and this was only returned on 07.01.2026 (18 days after I requested it back and purchased the vehicle, which is absolutely unacceptable!!). That is money that you have kept of mine inappropriately and it took multiple emails and phone calls to request this back. That does not account for the bank holidays and weekends between then and receipt of the funds.As per the motor ombudsman I am entitled to return this vehicle within 30 days of purchase for a full refund (£29,799). I am seriously considering this if we cannot come to an agreement as well as referring your team to the ombudsman. I do not wish to do this but I have been incredibly patient, we are 25 days post purchase now and I have a very expensive paperweight in my garage currently. I am wasting my incredibly valuable time in chasing your team up, and frankly I think we can all agree given my job, my time is far more valuable to all involved. I would, of course, prefer to keep the car once it is fully sorted but there are a number of things that need to be rectified first.Currently the situation stands as such:I am waiting for the vehicle to be picked up on 19.01.2026 for a full service, check of the oil and a service report. This has finally been organised after 22 days (over 3 weeks!)All of the clips, damage and cosmetic issues are to be rectified at the same time as aboveFor both of these points I am happy, but the following points need to be rectified.I am having to hire a car this week to get to work and back this week. I was lucky the last few weeks as I could use my parents vehicle as they were away but this is now not possible. This needs to be compensated and I need confirmation that this will be compensated either in the goodwill payment or separately. This is just shy of £300John has promised a goodwill payment but refused to elaborate on the amount. I think this is unacceptable. Given how flaky your team has been, I want confirmation of the amount as soon as possible.I want written confirmation that you will accept return of the vehicle until all of this has been addressed to a satisfactory standard. I believe this is a very reasonable request.I do not believe that anything I have said here is harsh or unreasonable and I believe I have been beyond patient given the situation. The service received from MB Gatwick is far below the standard I have experienced at any other MB franchise and is deeply disappointing. I expect a reply to points 3, 4 and 5 as soon as possible.I await your rapid reply."

THIS COMPLAINT NEEDS TO BE BACKDATED TO 13/11/24Hi,Please can you log the non-reg element of the below complaint on Rep to Mercedes Benz Gatwick and back date the receipt date to 13/11/2024. The full complaint is at the bottom of the email thread; however, the non-regulated element is as follows:3. I was not happy with the vehicle for the following reasons and i called the dealer to explain who took no notice and told me i had to pay the issues myself, these were the followingThe Steeling was very loose this was then recalled my Range Rover as been dangerous and i have been drinving the vehice since Sept 2022 also i have had children in the car futhermore i had to take time off work to take the car in to the dealership in Wolverhaption on the 30/10/2024 and arrange a hire car.Also i called the dealer to advise the sensors had stopped working to be told deal with it yourself in which Range rover have said will cost me £225 just to look at the sensors let alone fix themI called the dealership to advise the wheel nut was not supplied with the vehicle when sold to be told i needed to order one from Range rover and was not offered any alternative.I am very unhappy wirh the dealership as they never offer any alternive to solve any issues.Thanks,Jenny StegglesComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07967883391lookers.co.ukFrom: Customer FeedbackSent: 07 January 2026 16:05To: Jenny StegglesCc: Customer FeedbackSubject: RE: Update regarding your complaint – Complaint Reference: CAS-34899-G4R4M5Hi,I am just reading the email now, cant find anything on rep regarding the reg or customer.Have you got the original complaint email and I can create a case and send to dealership.ThanksLiamFrom: Jenny StegglesSent: 07 January 2026 15:56To: Customer FeedbackSubject: RE: Update regarding your complaint – Complaint Reference: CAS-34899-G4R4M5Hi,Thanks for replying, however, I am a bit confused.A non-reg complaint should have been raised and assigned to the dealership following the email I sent to the mailbox on 15/11/24, was a non-regulated complaint logged?Thanks,Jenny StegglesComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07967883391lookers.co.ukFrom: Customer FeedbackSent: 07 January 2026 15:25To: Jenny StegglesCc: Customer FeedbackSubject: FW: Update regarding your complaint – Complaint Reference: CAS-34899-G4R4M5Hi Jenny,Please see the below this is what we have on this case.This customer made a complaint regarding the commission disclosure and interest rate (commission arrangement). As such a second case has been opened for the commission arrangement element. This case only relates to the commission disclosure element.My ref number for Redline - 000033245397My ref number for Lookers - 6656277-LICar salesman Philip Dodwell completed 29/09/2022Car reg - GV64 VLX - Range RoverI wish to make a complaint under the FCA in regards DCA'sI have been informed from the onbudsman service in regards the following and i am requesting compansation in regards the below1. No lower or offer of APR was offerered to me in the lease agreenent of my vehicle when purchased or any discussions made2. I was not advised of the commission that was taken from the dealer what was the commission ? This was created 14-11-24This customer made a complaint regarding the commission disclosure and interest rate (commission arrangement). As such a second case has been opened for the commission disclosure element. This case only relates to the commission arrangement element.My ref number for Redline - 000033245397My ref number for Lookers - 6656277-LICar salesman Philip Dodwell completed 29/09/2022Car reg - GV64 VLX - Range RoverI wish to make a complaint under the FCA in regards DCA'sI have been informed from the onbudsman service in regards the following and i am requesting compansation in regards the below1. No lower or offer of APR was offerered to me in the lease agreenent of my vehicle when purchased or any discussions made2. I was not advised of the commission that was taken from the dealer what was the commission ? This was logged 15-09-25 CAS-36499-N8W0P0Kind regardsFrom: Jenny StegglesSent: 06 January 2026 16:48To: Customer FeedbackSubject: FW: Update regarding your complaint – Complaint Reference: CAS-34899-G4R4M5Hi,Please can you review the attached and confirm if the non-reg aspects were logged and if the dealership has provided any update.Thanks,Jenny StegglesComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07967883391lookers.co.ukFrom: Jenny StegglesSent: 06 January 2026 16:20To: Isabella MiottiSubject: RE: Update regarding your complaint – Complaint Reference: CAS-34899-G4R4M5Hi,I have had a look, and I sent the non-reg aspects to the Customer Feedback mailbox on 15/11/24 (attached), this was received by them as they replied to ask if I knew which dealership it was in relation to (attached). The complaint then should have been logged and assigned to the relevant dealership to contact the customer, however, I am not sure if this was done or if the dealership contacted the customer.Thanks,Jenny StegglesComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07967883391lookers.co.ukFrom: Isabella MiottiSent: 06 January 2026 16:01To: Jenny Steggles; F and I ComplaintsSubject: FW: Update regarding your complaint – Complaint Reference: CAS-34899-G4R4M5Hi both@F and I Complaints I have received the attached information request from TFSUK today as I previously emailed them to recall the commission disclosure element of the complaint. I have added this to the tracker.@Jenny Steggles it looks like you initially dealt with this and advised the customer that the non-regulated complaint points (these look similar to what has been raised to TFSUK) would be dealt with by the dealership. Please can you look into it for me and confirm what was done? We will then need to reach out to the dealership to confirm what their response was to the customer.Kind regardsIsabellaIsabella MiottiRegulatory Complaints ManagerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07812421313lookers.co.ukFrom: Isabella MiottiSent: 15 September 2025 17:05To: cunninghamr695@gmail.comSubject: FW: Update regarding your complaint – Complaint Reference: CAS-34899-G4R4M5Good afternoonWe are writing to provide you with an update regarding your complaint.As part of our recent correspondence of 5th August 2025 we informed you that your complaint regarding finance commission had been referred to Redline Financial Services for their investigation and response.Following our review, we have identified that your complaint relates to both the commission arrangement and the disclosure of commission. As the responsibility for commission disclosure lies with us in our capacity as the broker in respect of your vehicle purchase, we will be retaining responsibility for this element of your complaint.For clarity and to avoid any confusion, we confirm that we have recalled the disclosure-related aspect of your complaint from Redline Financial Services and will be retaining this element to investigate and respond internally. Please note that Redline Financial Services will be retaining responsibility for investigating and responding to your complaint regarding the commission arrangement associated with your finance agreement.We would like to take this opportunity to sincerely apologise for any confusion caused by the recent communications you have received from us. Our intention is to ensure that your complaint is handled appropriately and by the most relevant business, however we acknowledge that some of the information provided may have been contradictory, and we regret any uncertainty or frustration this may have caused.For clarity, I have summarised your complaint below and have provided the next steps regarding how your complaint will now be handled by Lookers.Your Complaint regarding finance commission disclosure CAS-34899-G4R4M5You have raised your complaint as you have said that during your vehicle purchase, you were not informed that Lookers would receive a commission from the lender in relation to your finance agreement.Next StepsThe Financial Conduct Authority (FCA) has confirmed that, for complaints involving finance commission, the standard 8-week timeframe for resolution has been extended until 4th December 2025.As your complaint involves finance commission, we will issue a Final Response letter after 4th December 2025, at the earliest. Please note that this may be extended. If we experience any delays in issuing our Final Response, we will keep you informed and advise you of your right to escalate your complaint to the Financial Ombudsman Service.For more information on how we manage complaints, please visit:www.lookers.co.uk/complaintsTo learn more about the FCA’s extension, please visit: www.fca.org.uk/car-finance-complaintsIf our complaint summary noted above does not accurately reflect your concerns, please contact us as soon as possible so we can make any necessary amendments.Please be assured that we are treating your concerns seriously, and we are committed to resolving your complaint fairly and efficiently. We will be in touch to keep you updated as your complaint progresses.Thank you for your patience and understanding.Kind regards,IsabellaIsabella MiottiRegulatory Complaints ManagerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07812421313www.lookers.co.ukFrom: F and I ComplaintsSent: 05 August 2025 14:09To: cunninghamr695@gmail.comSubject: Update regarding your complaint – Complaint Reference: CAS-34899-G4R4M5Good AfternoonAs part of a recent internal review, we have assessed your complaint that is currently on hold with Lookers Motor Group Limited.Following this review, we have identified that your complaint should have been referred to Redline Finance, with whom your finance agreement is with, for investigation in line with the Financial Conduct Authority’s (FCA) complaint handling rules (DISP 1.7.1R). We sincerely apologise that this was not done at the time in which we received your complaint.We can confirm that we have now forwarded your complaint and the correspondence you provided to Redline Finance, who will carry out a review and will contact you directly regarding your complaint.The Financial Conduct Authority (FCA) have confirmed for complaints involving Discretionary Commission arrangements (DCA) and Non-Discretionary-Commission Arrangements (Non DCA), the standard 8-week timeframe for resolution has been extended until 4th December 2025. Please note that this deadline may be extended.For clarity, as your complaint relates to finance commission, it remains subject to the current pause that the FCA have implemented. As such, the delay on our part of forwarding your complaint to Redline Finance has not impacted the overall timeframe, as the pause is still in effect.You can learn more about the FCA’s extension by visiting Car finance complaints | FCA.Additionally, for more details on how we manage complaints, please visit www.lookers.co.uk/complaints.The contact details for Redline Finance should you wish to have them are below:complaints@uk.toyota-fs.comPlease note that Redline Finance will be in touch with you directly moving forward regarding your complaint.We trust that this ensures that your concerns are reviewed by the appropriate party. However, if you have any questions about anything that we have said, please do not hesitate to contact us.Kind regardsF and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUwww.lookers.co.ukFrom: Jenny StegglesSent: 15 November 2024 10:38To: cunninghamr695@gmail.comSubject: CAS-34899-G4R4M5 - Further Information RequiredGood morning,Following our previous email dated November 14, 2024, we are keen to ensure that we are accurately addressing your concerns. We will be dealing with the regulated aspects of your complaint; the non-regulated aspects have been forwarded to the relevant dealership who will contact you direct to discuss.Kindly confirm whether the following regulated complaint points are correct:• There were no discussion regarding the APR and no offers were made to you.• You were not informed that commission would be earned from the deal.You would like to know what commission the dealer received.If any points need to be added, amended, or removed, please let us know by email. Additionally, we would appreciate it if you could provide any phone numbers from which you have contacted us or received calls, as well as any email correspondence or threads you believe are relevant to your complaint.Kind regards,From: Ria LloydSent: 13 November 2024 18:29To: Vehicle Complaints; CustomerCare@uk.toyota-fs.comSubject: Fwd: Complaint about DCA'sSorry i forgot to add i was only given 3 months warrenty in which i did challange and was told thats the only offer to me in which i found unfair---------- Forwarded message ---------From: Ria LloydDate: Wed, 13 Nov 2024, 18:25Subject: Complaint about DCA'sTo:,Good morningMy ref number for Redline - 000033245397My ref number for Lookers - 6656277-LICar salesman Philip Dodwell completed 29/09/2022Car reg - GV64 VLX - Range RoverI wish to make a complaint under the FCA in regards DCA'sI have been informed from the onbudsman service in regards the following and i am requesting compansation in regards the below1. No lower or offer of APR was offerered to me in the lease agreenent of my vehicle when purchased or any discussions made2. I was not advised of the commission that was taken from the dealer what was the commission ?3. I was not happy with the vehicle for the following reasons and i called the dealer to explain who took no notice and told me i had to pay the issues myself, these were the followingThe Steeling was very loose this was then recalled my Range Rover as been dangerous and i have been drinving the vehice since Sept 2022 also i have had children in the car futhermore i had to take time off work to take the car in to the dealership in Wolverhaption on the 30/10/2024 and arrange a hire car.Also i called the dealer to advise the sensors had stopped working to be told deal with it yourself in which Range rover have said will cost me £225 just to look at the sensors let alone fix themI called the dealership to advise the wheel nut was not supplied with the vehicle when sold to be told i needed to order one from Range rover and was not offered any alternative.I am very unhappy wirh the dealership as they never offer any alternive to solve any issues.RegardsMrs Ria LloydPlease email me your responce i have moved from Stanton Road

I didn't purchase and your sales were great not pushy. I haven't purchased anything currently.

We were contacted by Mercedes Crawley three times in 24hrs to confirm the appointment for a test drive but once we had already traveled to Crawley to test drive the car I was called to say the car wasn’t with them at the dealership. This wasted an afternoon of our time and the rep from Mercedes didn’t even really apologize for the issue, he just offered another day.

Justin was really informative, laid out all the options very clearly, and gave an overall great experience.

I was contacted too many times and felt pressured into making a decision.

I have been a customer for over 20 years and booked SL350 (123 JAC) in for its annual service and MOT - The car belongs to my wife .The car has always been maintained by Gatwick and therefore should be on your system with full history intact

video of the car a request for a deposit then the priced was cahbged from the advertised price strange way tod eal with a potentil lead on £140k car

I have a service plan with MBUK. Today I had an MOT. The team told me that my car has failed because of one of the rear seat built not working. The team told me that O have to pay £462 to fix it. When I took mu car home, pressed the button of the seat built and it worked very well. I called the service team in Gatwick and the one who discuss it with me was very rude and didn’t want to admit their fault and not even say sorry!! Who will compensate me for my tiR and my husband time, we both doctors and had to take time off work to do this MOT and for no reason we have to do another booking and spend time again driving the car 10 miles in each direction means total of 40 miles for two cars to allow my husband to pick me from the MB Gatwick! The team member who was discussing my cases beside being very rude, he told me that he will let the booking team contact me to do another booking and he didn’t do that for some reason. We used to expect good treatment and management of the clients problems from MBUK but this time the management of the issue is completely unacceptable !!

I was looking to buy on that day, however once we were passed to the salesman- he was distracted, seemed to want to get rid of us and the experience was painful. I asked to know more about each model before I decided which I would like to buy/test drive but instead he was fixated on the base model I originally showed as the one that brought me to the dealership. In reality with the price I spent at BMW later that day, he could’ve upsold me 2/3 models. Also left alone for long periods of time for no real reason. I did leave very caffeinated because every 5 minutes I was being asked if I wanted a coffee - I’d have rather heard more about the cars than the coffee machine! There was no way I would buy a car from your showroom, what should be an exciting experience was flat, uncomfortable and left me feeling dejected. Walked into BMW and had the opposite experience so bought on the spot