Dear All,I am writing to formally escalate my complaint due to the continued failure to provide a substantive response or resolution, despite multiple acknowledgements across several departments.For clarity, the timeline is as follows:• 5 December – Lookers Reputation Team acknowledged receipt of my complaint and advised I would be contacted within 14 days• 8 December – Mercedes-Benz UK confirmed my complaint had been logged• 9 December – I am now being told a response regarding the GDPR breach was sent, however I have not received this email• 10 December – Last direct correspondence received• Today (15 December) – No resolution, no goodwill proposal, no corrective actionThis matter remains unresolved and includes:1. Incorrect activation of my service plan2. A payment taken one month earlier than agreed, causing financial impact3. A confirmed GDPR breach involving my personal, vehicle, and finance-related data4. No written acknowledgement from a named Data Protection Officer5. No explanation of how the breach occurred or how it has been logged6. No corrective or preventative actions provided7. Prolonged inconvenience since February despite my full cooperationWhile I acknowledge the automated responses received, acknowledgements alone do not constitute complaint handling or resolution.I am therefore requesting urgent senior review and confirmation of the following without further delay:• A copy of the alleged GDPR response dated 09/12 (resent)• Named ownership of this complaint at senior level• A consolidated written response addressing all issues, not selectively• A proposed goodwill resolution proportionate to the duration, inconvenience, and seriousness of this matterMy preference has always been to resolve this amicably and without regulatory escalation. However, given the lack of progress, my ongoing engagement with the ICO, Mercedes-Benz UK, and Lookers Group remains active.I expect a full written response within 48 hours.Kind regards,Amit GillSent from my iPhoneOn 5 Dec 2025, at 14:13, a gwrote:Hi Marcus,Thank you for your response.I am extremely concerned by the way my complaint has been handled so far. Your reply does not acknowledge:• the incorrect activation date of my service plan• the payment being taken one month earlier than agreed, causing financial impact• the GDPR breach confirmed in writing by your service advisor• the prolonged inconvenience since February• the goodwill gesture that was already discussed during my callInstead, my request has simply been declined without any attempt to offer an alternative or address the root issues. Given the seriousness of the matter, this is not an appropriate or acceptable level of customer service for a Mercedes-Benz dealership.To recap, this situation involves:1. My service plan being activated immediately, despite a clear agreement for the first payment to start one month later2. A payment being taken in February — a month earlier than agreed3. A confirmed personal data breach, where my service plan details containing my name, address, vehicle information, and finance-related content were sent to the wrong address, opened by a stranger, and delivered to me4. No formal acknowledgement from your Data Protection Officer5. A lack of clarity on how the breach has been recorded6. My full cooperation and patience throughout since February7. The fact that I have referred additional business to your dealershipYour response does not address any of these issues and simply states that my complaint has been “forwarded to GDPR”, with no explanation of who is handling it, what the process is, or what steps are being taken.Under UK GDPR and the Data Protection Act 2018, Mercedes-Benz (Lookers Group) is required to provide:• Written acknowledgement of the breach• A record of what happened• Explanation and corrective actions• Preventative steps• A named point of contactNone of this has been provided.Given the handling so far, I am now escalating this formally.Please confirm the following within 72 hours:1. The name and contact details of your Data Protection Officer2. Written confirmation that the breach has been logged internally3. A full explanation of the incident and how the error occurred4. Proposed corrective actions5. A proposed goodwill resolution6. Details of your internal complaints procedure and next stepsFor transparency, I am now escalating this to:• Mercedes-Benz UK Customer Services• The Motor Ombudsman – New Car Code + Service and Repair Code• The Information Commissioner’s Office (ICO) regarding the data breach• Lookers Group Customer RelationsMy intention was to resolve this with your dealership directly, but your response has made that impossible.I look forward to your formal reply.Kind regards,Amit Gill07946530980On 5 Dec 2025, at 13:10, Marcus Wortanswrote:Afternoon Mr Gill,Hope you are keeping well……Thanks for your email in your request for a solution…Unfortunately I cannot meet you with this request as the cars mentioned are not cars which are available for customer use. I have now forwarded your complaint onto our GDPR team to be resolvedKindest RegardsMarcus WortansService ManagerMercedes-Benz of WorcesterHindlip Road, Hindlip | Worcester | WR3 8SBT: 01905 450 200lookers.co.uk/mercedes-benzFrom: a gSent: 04 December 2025 16:03To: Antonio Moldovan; Marcus WortansSubject: Re: Courtesy Car & Outstanding Corrections – Follow-UpExternal Sender: Confirm legitimacy before acting.Hi Marcus,Following our call, I’ve reviewed your current stock and believe I’ve found a practical solution that works for both sides.Since you mentioned that providing a courtesy car for the full two-week period isn’t possible, I’m happy to meet you halfway and work around what you have available.I can see you currently have an A45 S AMG and a GLE AMG Coupé on the forecourt. My proposal is:1. A45 S AMG from 19th December to 22nd December and2. GLE AMG Coupé from 31st December 2025 to 3rd January 2026This avoids any long continuous loan period while still ensuring I remain mobile during the key dates when my car is with you. It also keeps everything within the vehicles you already have available on site.I believe this is a fair and workable compromise, especially as I’m also considering part-exchanging my C63 S and exploring future options with your dealership.Let me know if we can move forward with this arrangement.Kind regards,Amit07496530980Sent from my iPhoneOn 4 Dec 2025, at 14:47, Antonio Moldovanwrote:Hi Marcus, 😊The car registration number is AM17GYM.The service plan was setup by me, started on the 18/02/2025(I was in the booking team at that point).By mistake I’ve sent the service plan paperwork to 60 Wheaton Vale . He’s address is 16 Wheaton Vale.Please let me know if you need any other info.So sorry about this one.Thank you.Antonio MoldovanService AdvisorMercedes-Benz Contact CentreHindlip Road, Hindlip | Worcester | WR3 8SBT: 0800 083 6591lookers.co.uk/mercedes-benzFrom: a gSent: 04 December 2025 11:08To: Antonio Moldovan; Mercedes-Benz UKSubject: Re: Courtesy Car & Outstanding Corrections – Follow-UpExternal Sender: Confirm legitimacy before acting.Hi Antonio,Further to our telephone discussion yesterday, I wanted to follow up in writing to ensure the full context of the situation is clearly outlined and recorded.As you are aware, this issue began when I specifically requested that the service plan start date be delayed by one month. Despite this clear instruction, the plan was activated immediately, and I was double charged upfront, which directly impacted my finances. You also confirmed this delay was previously agreed with you at Worcester.In addition to the financial error and the broken agreement, there was a serious GDPR personal data breach. My service plan documents containing my name, address, vehicle registration, finance details, and account information were sent to an incorrect address. A stranger not only received the letter but opened and read it, then delivered it to me by hand.This is a clear breach under GDPR, and Mercedes-Benz are legally required to:1. Record the breach internally2. Explain what happened3. Confirm what corrective steps are being taken4. Advise me on measures to prevent a recurrenceTo date, I haven’t been provided with any formal acknowledgement from your Data Protection Officer.During our call, you mentioned you are unable to issue any financial reimbursement. I respected that, which is why I requested a non-financial goodwill gesture instead. You offered a courtesy AMG for a weekend (three days), but given the seriousness of the situation, the prolonged inconvenience since February, and the financial impact caused by the double charges, this offer feels insufficient.Other Mercedes-Benz dealerships have provided courtesy cars for two-week periods, which sets a clear precedent. As discussed, extended courtesy periods can be authorised by management, especially during quieter periods such as the Christmas window.Therefore, I am requesting the AMG courtesy vehicle from:19th December 2025 to 4th January 2026(a 16-day period)This is a reasonable timeframe, particularly considering:1. It is a quiet period with many courtesy cars typically unused2. I am requesting no monetary compens

No follow up was made after my online enquiry i personally visited site to progress my enquiry. Had to provide alot of information before being allowed to look at vehicle.

Very good service

N/a

Your staff were very courteous and had a relaxed approach to me and put me under no pressure. Lucy's knowledge was fantastic and answered all my questions.

John's customer service was brilliantHe was so lovely and patient, just great. He welcomed us before we'd even walked through the door. Great service, so much better than Audi & VW who ignored me when walking around their show room.

Friendly, informative and welcoming the lady that helped us was outstanding, I believe her name was Lucy!

Hi Antonio,We spoke on Tuesday 25th November at 17:19 regarding the issues with my account and the incorrect paperwork. As mentioned on the call, the documentation you sent out had the wrong door number, which led to a data breach, a stranger on my road opened and read the letter, which contained all of my personal and vehicle information. This is obviously quite serious and has caused me genuine concern.We also discussed that the service plan was meant to be delayed by one month, but this was not actioned and I was still charged.During our conversation, you kindly apologised for these errors and mentioned arranging an AMG courtesy car as a gesture of goodwill. Initially we discussed a weekend; however, due to the severity of the breach and the inconvenience caused, I requested the AMG courtesy car from 19th December to 4th January 2026. You said you would look into this and get back to me, but I haven’t heard anything yet, so I’m following up.Please let me know the progress on both the courtesy car arrangement and the corrections to my account.

Communication! After the initial inquiry I was promised a call back the same day, two days later I was finally contacted, after a further discussion I was again promised a call back, two days later guess what, nothing!

Good job!