Hi all,Please find attached details of a regulated and non-reg complaint.The elements below in yellow are not regulated - @Customer Feedback – please can these be logged as NR.What actually happened, Initial enquiry & reservation (24 April – 12 May)· I identified the vehicle on 24 April and contacted the dealership for details — I received no response· I followed this up several times with no meaningful engagement directly to Lookers and Polestar UK.· Given the urgency (my car had been stolen), I reserved the vehicle on 27 April.· Despite repeated calls after that, nobody could tell me where the car actually was or when I would receive it — this went on for over two weeks.· I was repeatedly reassured, but nothing concrete was ever provided.Ongoing issues & lack of coordination• I had to constantly chase both the dealer and Polestar UK just to get basic updates.• Polestar reported they struggled to get meaningful responses from Lookers at times.• Communication was inconsistent, and it was never clear who actually owned the issue. I didn’t want to have to target Polestar and Lookers.• At one point, I was told the car would be ready, so I booked a train at my own expense to collect it — only to then be told shortly after that it wasn’t ready after all.• I had also been very clear from early on that I would be using third-party finance (Lloyds). Despite that:o You accepted the funds and only after receiving them did you inform me that you could not accept that method of payment!• I also asked whether you could match the finance rate or offer a price adjustment given the situation, but didn’t receive any meaningful response.Cancellation & refund• By the end of May I had completely lost confidence and decided to cancel• I requested the return of:o £10,999 (Lloyds finance)o £8,000 (Personal funds)• Although I was told this would be processed, I was not given a clear timeline.• I had to chase repeatedly, including explaining that I needed the money to purchase another vehicle.· The funds were eventually returned on 8 June, but only by me constantly hassling and showing increasing levels of frustration.From my perspective I see you failed us on a number of levels• No clear or accurate information on vehicle availability• Persistent communication failures — I should not have had to chase this as much as I did.• Out-of-pocket costs (including travel for a collection that never happened)• Poor handling of the customer relationship throughout.• Accepting funds contrary to your own stated policy.• Delays and lack of transparency around the refund.@Ian Summerfield – the elements below in green are regulated – please can this be reviewed and please let me have your/the site’s comments re the regulated issues.Thanks,Sonia MahmoodComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043lookers.co.uk

I purchased a Polestar 4 from you on Tuesday 28th April (OV25 UDN). When I arrived to collect the car there was a deep scratch on the front passenger door and a tear on the interior. I later also found out that the key to the locking wheel nuts was missing which was known about as a new set of locking wheel nuts was in the car - but I wasn't told about it. I was given a number of excuses about problems with your preparation people but was assured by Logan that if I took the car you would resolve the first two issues quickly and at your cost. He told me that they would order a new interior trim panel and arrange for it to be fitted by my nearest Volvo service centre. He also told me that I would be contacted by Revive to arrange for the scratch to be repaired. As I was a long way from home and finding alternative transport would have been difficult I agreed to take the car.I made contact with Logan after a few weeks by email as I had heard nothing and was told that I should take the car to the Volvo service centre and get it sorted myself and that he would have Revive contact me. Also more excuses about someone at your centre being sacked and not his fault.After about 6 weeks of still not hearing anything I called and asked to speak to the manager about the issues and was put through to Adam. I explained my issues and he said he would look into it and get back to me. I haven't heard anything since.About the same time I finally heard from Revive and got an appointment. They came to see the car and basically said that they would likely need to repaint most of the side of the car. This was not what I was led to believe was required. As they are not a proper body shop they said the conditions weren't right and would have to come back. I now have an appointment on Friday but do not believe that this is acceptable.Regarding the wheel nuts, I had to arrange an appointment at Volvo Letchworth and got them changed at my own time and expense.Volvo Letchworth said that they would order the trim panel but I've not heard from them yet and do not have the time to keep chasing them.This is all extremely disappointing and I am extremely unhappy. Had I known about the above I would have rejected the car but believe I was led under false pretences to accepting a car that I otherwise wouldn't have. The fact that I have previously contacted you and you have made no effort to address the issues or properly contact me only makes this situation worse.I'll give it till the end of the week but if I don't hear from you I intend to take the matter further.Jeremy Reed0774 7627135jeremy.reed1@icloud.com

Dear Sir/Madam,I am writing to formally complain about the exceptionally poor experience I have had whilst attempting to purchase a Polestar 4 vehicle through your Wilmslow dealership.I initially visited the showroom several months ago, viewed the vehicle and decided to proceed with an order. From that point onwards, the entire process has been frustrating, inefficient, and unnecessarily complicated.Despite being told that the dealership would assist me with the purchase process, I was repeatedly directed to complete various stages online using a system that was confusing, difficult to navigate, and clearly not designed with customer experience in mind. As a result, I was required to make three separate visits to the dealership, each time bringing extensive documentation including vehicle logbooks, company information, driving licences, and personal identification.On 3 occasions, I sat down with dealership staff believing I had provided everything required, only to be told (once I had walked away) that further information was needed or that additional steps had to be completed online. This resulted in significant wasted time, repeated journeys, and considerable frustration.What has made matters even worse is the complete lack of communication throughout the process. After waiting several months, I was still unable to obtain any meaningful update regarding the delivery of the vehicle (in one week I called every day 5 days in a row with no reply!) nobody appears able or willing to provide a clear answer regarding the status of my order.The final straw came yesterday when I was told that there was further information required and I made the decision to cancel the order entirely. I spoke to the showroom and was informed by a salesperson that the cancellation had been processed and that I would receive confirmation by email later that day (yesterday). As of this morning, guess what? I have not received confirmation.Quite frankly, this has been one of the worst purchasing experiences I have encountered. The process has been disorganised, communication has been poor, expectations have not been managed, and I have spent months chasing information that should have been proactively provided.I find it astonishing that a premium automotive brand would allow a customer journey to be so poorly managed. What should have been an exciting purchase has instead become a prolonged and deeply frustrating ordeal.I would appreciate confirmation that my order has been cancelled and that no further action is required on my part and confirmation that my deposit of £500 has been returned to my company. In addition, I believe senior management should be aware of the level of dissatisfaction this experience has caused, as I cannot imagine I am the only customer who has encountered these issues.I look forward to receiving your response.Yours faithfully,Nigel Thomas

Re: Polestar 4 Contract Hire – Polestar Wilmslow (Lookers)Hirer: Northwest Guitars, Unit A Holye Street, Warrington, WA5 0LWDear Sir/Madam,I am writing to make a formal complaint about the conduct of Polestar Wilmslow regarding the above contract hire arrangement. I am cancelling this order and requesting a full refund of my £500 deposit. I would like this logged as a formal complaint and a final response issued.Full timeline of events:- Early March 2026: I visited Polestar Wilmslow and ordered a Polestar 4, leasing through my business, Northwest Guitars. I paid a £500 deposit. I made clear I did not need the vehicle until June and was told this was completely fine — the car was expected ready late April/early May and would be held until I needed it.- Late April/Early May 2026: No contact from the branch regarding the vehicle being ready or any issues with the order.- Beginning of June 2026: I contacted Polestar Wilmslow to arrange collection. I was told they would check availability and come back to me. No callback was received.- Over the following week: I chased the branch repeatedly for a firm collection date and received none. Throughout this period I continued to be asked for additional paperwork and ID, but still received no collection date. It eventually emerged that the vehicle was in the country but not held at the Wilmslow branch, and the branch could not tell me when they would be able to obtain it. This was deeply concerning as my current vehicle was due to be returned.- Following escalation: Only after I escalated above the sales manager and threatened to withdraw from the deal did progress occur. The car was located and a collection date arranged. The branch manager acknowledged to me that the handling had been poor.- Wednesday this week: Two days before the scheduled handover, I received an email stating that more information was required. This turned out to be a personal guarantee and indemnity — a requirement that had never been mentioned at any point in the preceding four months. I was furious, but decided to give the branch one final chance and completed the form as requested.- The following days: My completed form was repeatedly sent back to me with no clear explanation of what was incorrect or what additional information was needed. I had to ask explicitly what was required as the form itself gave no clear indication. This process took two further days of back and forth.- Yesterday: I spoke to Chloe, the sales representative, and asked when I could expect a decision. She told me she would chase it up first thing in the morning.- Today (Friday): As of 3:30pm, I have received no update. The branch manager has not responded to my emails. Nobody is answering the phone. Chloe has not followed up as promised.Additional conduct concerns:During one of my telephone calls with the branch this week, staff believed they had ended the call but had not replaced the receiver. I could clearly hear several members of staff, including Chloe, laughing about my complaint. This is wholly unacceptable and reflects the attitude I have experienced throughout this process.Decision:I am formally cancelling this order with immediate effect. The service I have received from Polestar Wilmslow has been consistently poor: missed callbacks, no proactive communication, last-minute paperwork demands, unclear instructions, and staff mocking a customer's complaint. The branch manager's only explanation was that Chloe had taken a few days off for a bereavement and no one else picked up her work — which is an internal staffing matter that should never have been allowed to affect a customer in this way.I require the following:1. Confirmation of cancellation of the contract hire order in writing.2. Full refund of my £500 deposit.Please confirm receipt of this complaint and provide a formal response. I reserve the right to refer this matter to the Financial Ombudsman Service and the BVRLA if it is not resolved satisfactorily.

Ticket 86379197I am still awaiting a response to my initial complaint regarding a polestar 3 I bought from you in November 2025 reg OV25RXT. I would now also wish to discuss my rights to formally reject the car.

Formal Complaint — Polestar 2 (Reg: OW23GDO) — Order Number: 11451706Dear Sir or Madam,I am writing to formally raise a complaint regarding a pre-owned Polestar 2 (registration OW23GDO, VIN: YSMVSEGE8PL172028) purchased from Lookers Stockport on 26 June 2024 under Order Number 11451706, for a total purchase price of £28,499.Recurring Front-End DefectSince taking delivery, the vehicle has been returned to Stoneacre (Stockton-on-Tees), as instructed by Polestar, on eight separate occasions under warranty due to a persistent and recurring front-end fault.The repairs have included multiple interventions involving wheel bearings, hub assemblies, anti-roll bar links, and driveshaft/axle shaft components. The fault has presented as ongoing clunking, knocking, clicking, and whining noises from the front of the vehicle. In addition, I have experienced three separate issues relating to tyre foam liners.Despite eight separate repair attempts addressing the same or closely related components, I have no confidence that the underlying defect has been permanently resolved. The most recent repair (May 2026) again involved a front driveshaft replacement. The vehicle has been off the road for approximately 40–50 days in total across these visits.I hold full warranty documentation for each visit and will provide these as part of the evidence bundle. The documentation for the eighth repair is pending and will be forwarded upon receipt.Legal Basis for ComplaintUnder Sections 9 and 10 of the Consumer Rights Act 2015, goods supplied must be of satisfactory quality and fit for purpose, including durability. A reasonable consumer would not expect a vehicle to require eight warranty repairs for recurring front-end faults within less than two years of purchase.Under Section 24 of the Act, where a consumer has given the trader multiple opportunities to repair a fault and the repair has not been successful, the consumer is entitled to exercise their final right to reject the goods or request an appropriate price reduction.In this case, I consider that eight repair attempts for the same category of defect exceeds any reasonable threshold for repair under the Act.As the supplying trader, Lookers Motor Group Limited retains statutory responsibility under the sales contract dated 26 June 2024 to ensure the goods supplied are of satisfactory quality. This obligation sits with Lookers irrespective of any manufacturer warranty arrangements or third-party repair activity.Remedy SoughtI am formally exercising my final right to reject the vehicle under Section 24 of the Consumer Rights Act 2015.I am seeking one of the following resolutions:1. A replacement vehicle of equivalent specification and value; or2. A refund of the purchase price, subject to a reasonable deduction for usage as permitted under the Act.I acknowledge that a usage deduction may apply and I am willing to engage in good faith discussions regarding a fair calculation. However, I would also highlight that the vehicle has been unavailable for use for a significant proportion of my ownership period due to repeated warranty repairs, which should be taken into consideration.I would also note that the manufacturer warranty expires in approximately July 2026, which adds further urgency to this matter being resolved promptly.Manufacturer InvolvementFor context, I have also raised this matter with Polestar UK, who have been overseeing the warranty repair process. They have confirmed they are reviewing the repair history and have opened a goodwill case. Polestar have also confirmed that, as the vehicle was not purchased directly from them, statutory responsibility sits with the selling dealer.This formal complaint is therefore directed at Lookers Motor Group Limited as the supplying trader under the sales contract.Next StepsI would appreciate written acknowledgment of this complaint within 14 days, together with Lookers’ proposed resolution.I remain open to constructive dialogue and a mutually agreeable resolution.However, should a satisfactory resolution not be reached, I will escalate the matter to The Motor Ombudsman under Lookers’ ADR scheme and consider all further remedies available under the Consumer Rights Act 2015.I trust this matter will be treated with the seriousness it warrants.Yours faithfully,Graeme SlaterEnc:Warranty repair invoices (Slater1–Slater7)Eighth repair job sheet (to follow upon receipt)Copy of sales contract dated 26 June 2024--Graeme SlaterGraemeslater1@gmail.com07768027732

Good morning,We have received the below complaint via Polestar Wilmslow - however we have identified that the following elements will be non-regulated.• Agreed March delivery had to be brought forward• V5 log book sent to the wrong place• EV charger installation delays due to Polestar HQ not approvingPlease could you arrange for this section to be logged and referred back to the dealership and advise that the Regulated Complaints team will be reviewing and responding to the other elements.Many thanks.Regards.

please see complaint letter in attachments

I am writing regarding my Polestar 3, purchased from you in November 2025, which has suffered a major fault caused by water ingress and is currently undergoing various repairs at Ray Chapman Motors, Volvo Huddersfield, involving replacement of the wiring loom.While I appreciate that the vehicle is being repaired under warranty and that a hire vehicle has been provided by Polestar, I am concerned about the estimated repair timeframe of up to three months, particularly given the very low mileage at which this serious defect occurred.As I am within six months of purchase, I would like to formally note that I am reserving my rights under the Consumer Rights Act 2015. In particular, I expect the repair to be completed within a reasonable time and without significant inconvenience, and I would be grateful if you could confirm:- Details of the root cause of the water ingress and confirmation that a permanent remedy will be implemented- Any quality checks that will be carried out before the vehicle is returned- What assurances you can provide regarding long-term reliability (for example, consideration of a warranty extension above the standard provided)Given the circumstances — namely a major defect arising shortly after purchase of a nearly new vehicle — I would also like to request that you consider appropriate goodwill compensation for the inconvenience caused.I hope we can resolve this amicably and I look forward to your response. Please treat this email as a formal record of my concerns.

Very happy with the service of polestar