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."