Dear Sir/Madam,In January 2024 and updated on 30th March 2026 the Financial Conduct Authority launched an investigation into unfair historical motor finance commission arrangements. This has made me aware that I may have been caught out by this unfair practice. As I had a finance agreement with your firm.I would like to request the information you hold on my behalf - I would like to ask if my finance agreement with you, account reference 000044012692407302 had any form of discretionary commission arrangements between you and the broker/car dealer or any other entity involved in the transaction. If it did, I request you inform me within 28 days of the date of this communication.If there is failure to comply with my request, please treat this request as a data subject access request under the Data Protection Act 2018/GDPRIf there was a discretionary commission in place in relation to my finance agreement with you, I request you treat this communication as a formal complaint arising out of the commission arrangement and the fact this was not adequately disclosed at the time it was taken out. The complaint should be treated as being made on the date of this communication.Please confirm to me by responding that you have done so.Details that may help you find my policy:Account Reference Number 000044012692407302Start Date - 26/04/2010

Our Renault Captur went to Carlisle for the replacement of a fan heater under warrenty the start of Dec 2025.Unfortunatly whilst this was being done damage to the steering column was caused accidently .Lookers Carlisle contacted us to advise this was their fault and our car was now undrivable .We were told a part required was on back order through Renault .Since then we have been unable to get any information despite phonecalls and visiting the branch .Carlisle advised we contact Renault customer care and chase the part ourselves.This was done on 4th March .Renault cistomer care team have tried sevral times since then to speak to the parts team as they need the part number of the order to enable them to extrodite the part .They have had no response from Carlisle despite ringing and sending emails .Today this complaint has been esculated by Renault customer care who have advised they habe emailed Lookers area manager .We would like firstvand formost to have our car repaired and returned to us .We feel we have been very patient during this process however Renault advised that parts are usually available within 8 weeks we are now geading towards double that with no solution and extreemly poor customer service from Carlisle .We have been customers of Lookers Carlisle for many years and feel very let down .

I had visited the branch 2 weeks ago to get a quote for a new wing mirror and for fitting it. The person dealing with the query from the parts team come through with it all on a post it note. I asked for it to be be emailed and he said he could do it. 2 weeks later I have still not had the quote on trying to call the branch and speak to some one the phone either rings out or just not answered. I have tried 3-4 times a day for over a week and cannot get anyone to answer.

Invoice numbers 503663 and 503665. Car in for non start. Told diagnostic check of £177.60. Then get txt to say total bill for work £876.22 which I agreed to. Decided to pay this over 3 months as pensioner. Got to dealership this afternoon to be told £177.60 not included in total price. This was not made clear at all when I agreed to total price. Not impressed and consider I have been misled.

Vehicle is with Branch . 1 recall has been done . customer is saying the other 2 recalls / parts are not available to 2nd march, is the vehilce drivable can the customer collect the vehilce and use in the mean. as the need a vehilce to get about in. Customer had tried calling branch a number of time and getting no answer. Please can call customer . input via phone with customer

i want to claim back my delivery costs for moving my vehicle (DK73 CVG) from whitehaven to renault carlisle, carlisle to beckermet and beckermet to carlisle (£490), we were not told by any of your staff we talked to that we could have got renault assistance to move my car free under the warranty until 26/01/26 after the third journey. i spoke to a manager at renault lookers carlisle after my last complaint and he disputed the fact that the car had been taken to renault carlisle on 16/1/26, he has since been shown dash cam footage of the car been delivered then after they refused to accept the car it being loaded back onto the truck. i have spoken to renault this afternoon and informed them of the situation and they said they will contact me again next week to see if it the situation has been resolved.

my renault arkana broke down on monday (12/01/26) in front of a garage in whitehaven cumbria, they did a diagnostic test on it but were unable to to fix the problems and said it needed to go to a dealer ship to be repaired and they could not keep it on site as they did have the room and was it obscuring a service access gate for the train station next door, so had to be moved asap.i got a appointment at your carlisle branch on 27/01/26.i then contacted the garage i purchased the car from as it is still under manufacturer's warranty and he contacted your carlisle branch to see if it could be done at a earlier date and was told it could be taken up to carlisle earlier and they might be able to get to it sooner, i finally was able to get someone to move it up to carlisle late on thursday evening, to transport it on friday. i then rang 01228 517500 yesterday to inform them the car was coming today and was told they didn't think they would accept it and she tried to contact the service centre to ask, but there was to answer she said she would email them, by now it was to late to contact the transporter. i rang again at 8am this morning (16/01/26) and i told them the car was being transported today and i could not contact the transporter, she said she would contact the service team again and they would contact me if there was a problem, i heard nothing so thought they were going to accept the car. i was then contacted by the man who arranged the transport to inform me they would not accept the car, the transporter had already unloaded the car into a vacant customer parking space outside your carlisle garage, when he took the key in and was told they would not accept the car, he was then confronted by a woman on the desk and told he had to move the car or she would call the police (he said she was very rude and aggressive towards him), she said he could leave the car on the industrial estate, but it would get a parking ticket every day it was there, he said what do i do with the key and she said thats your problem. she said they had sent a email to tell me not to send the car, not possible as i did not give my email to them so how could they email me.he had to bring the car back from carlisle to my home, which meant i had to pay twice the transport fee (£340) i am then going to have to pay again for it to be transported back to carlisle on 26/01/26.the man who transported my car said he had never dealt with a situation like this before and said i should complain to you about this matter.

I purchased a car from Renault carlisle on 26th November 2025, i had paid an additional £432 for a minor damage protection insurance policy. I have not received this policy and i have contacted the dealer 5 times to enquire about it. I have spoken to the salesman Mattew wright on 2 occasions the last time was mid December and he said the sales manager was dealing with this and still i have not been contacted, on all occasions no body has contacted me. This is poor service and i am not happy at all with the way i am being treated.

Very rude customer service, withheld mobility vehicle due to insurance payment told direct line they didn't HAVE Vehicle told me vehicle had been ready for sometime but I had refused to pay however incorrect had no phone calls from them and am still in hire vehicle told nothing but lies and been awkward from the get go

Hello I would like to express my gratitude and appreciation in relation to the purchase of my used Nissan Quashqui motor vehicle that I purchased on the 1st of December 2025 at your lookers Renault Carlisle Branch.I was initially assisted byJason the sales assistant working from that venue. This experience was pretty much fluent and professional..It was not until I had driven away in the car that I identified a couple of issues that quite vexed me and I felt we’re not consistent with lookers statement of common purpose and standards.I Initially expressed my concerns and complained to the manager of the branch Kieran.The response I received was far from what I expected from such a reputable dealer.The details of the complaint are now academic as when I expressed my discontent with the initial reply, the details were addressed to the point where now I feel the need to compliment Kieran on his response.These concerns and frustrations I had relating to my complaint were dealt with in an almost inimitable way. This resolution was to me, the true reflection of lockers values commitment and genuine customer service.Not only was I directed to a local lockers to have my issues rectified, I was provided with a courtesy car whilst the car I had purchased was being corrected.The car was not new however I feel strongly that I was treated and dealt with in the manner that was consistent with a new car purchase.Personally, coming from a professional standards background, I feel like credit should be conveyed and mentioned so that individual professionalism it’s highlighted and unidentified.I feel in particular that Kieran, the dealership manager should be praised as he personified the true value and commitment of lockers and their customer service.Kind regardsNeil Walker