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

Comments from customer as part of QA contact - "Many thanks for sending over the credit agreement which is fine. However, the experience of purchasing this car has not been a good one. I have spent many hours on the phone to Polestar support as well as contacting Lookers and have yet to receive the V5 showing that I have actually purchased the car. More importantly, the order for the car has been deleted from my polestar account (resulting in the malfunction of my keys and causing the car to be towed away for unlocking). This occurred on day three of ownership and meant I had a hire car for over a week. We are now over a month on and the car is still not in my account, meaning I can't pair it to my phone and have limited functionality. Nobody seems to be able to answer this issue or explain how a car I have purchased appears not to belong to me.I have finally received the main key card for the car today, after being promised it two weeks ago when it was discovered in the dealership safe. This has made no difference to the issues I'm having however. I now have two working key cards but my phone cannot be paired and the key fob also does not work."