I have asked for my money back on a RAC breakdown policy I took out on my car not due to start until Dec 2027. Amount to refund me is £359.00. I contacted dealer on 20th March, then told on 25 March policy had been cancelled and you were waiting for the warranty company to refunded the money back to you then back to me I did supply my bank details to Shea ready to do a bank transfer, was told I should receive his refund within the next 10 working days or sooner can this be chased up should not take as long as this.!

Good AfternoonPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Zoë CoxSent: 16 March 2026 14:25To: customer.services@dacia.co.uk; F and I ComplaintsSubject: Request for Inspection – Engine Noise and Starting Issue (Dacia Duster) NG72XHRExternal Sender: Confirm legitimacy before acting.Dear Lookers Newcastle Service Team and Dacia Customer Services,I am writing regarding my Dacia Duster, which I purchased from Lookers Newcastle on 21 August 2024.The vehicle has currently covered approximately 26,000 miles, and when the manufacturer warranty ended on 22 January this year, I also took out the four-year extended warranty for the vehicle.Since purchasing the vehicle, I have occasionally experienced false starts similar to what you might expect from a diesel engine, despite the vehicle being a petrol/LPG model which has only ever been run on petrol.In addition, whenever the vehicle starts there is a noticeable rattling noise from the engine. I had initially assumed this was simply a normal characteristic of the engine and therefore did not raise it previously.However, I recently had the vehicle’s first MOT carried out by an independent garage, as Lookers Newcastle did not have availability within the timeframe I required. During this inspection, the mechanic expressed concern that the rattling noise does not appear typical and suggested that it may potentially be related to the timing chain or associated components.Given that the vehicle has only covered 26,000 miles, he advised that the vehicle should be inspected by the main dealer as soon as possible.For clarity, the rattling noise has been present since the vehicle was purchased, however it was only recently suggested that this may indicate a potential issue rather than simply being a normal engine sound.In addition, the vehicle has experienced occasional false starts and the stop/start system stopped functioning within the first year. I would therefore also appreciate it if the battery and starting system could be properly tested as part of any inspection.For these reasons, I would like to arrange for the vehicle to be inspected by Lookers Newcastle to determine the cause of the engine noise and starting issue, and to confirm whether there may be a problem with the timing chain or any associated components.Please could you advise on the earliest available appointment for inspection and confirm whether this matter may fall within the scope of the vehicle’s warranty or extended warranty cover.I look forward to your guidance on how best to proceed.Kind regards,Zoë Cox07780331111

Dear Lookers Newcastle,It has taken many days of my domestic and work life to sort the ongoing issues with the Renault Arkana (NC73 XHB) purchased on 31/10/2025. Finally, being accused and dishonoured by the hire car company used for you to carry out work that resulted in a different, although less severe, problem with the car. A problem not rectified on further work carried out.I have paid off the finance company, RCI Financial Services Ltd, today. I now own the car outright therefore eliminating the complications of the third-party in the sales agreement between you and I.You are aware of my ongoing dissatisfaction with the vehicle, which I really liked at first, but my last email was not acknowledged or responded to, thus diminishing my confidence in yourselves as well as the car.I suggest a full refund and you take the car back, ending the ordeal and that transaction. I feel that the difficulties I have endured be balance with the mileage added.I look forward to your response and advice, hopefully leading to a satisfactory settlement of this matter.Yours truly,

I took the car to the showroom on the 25/02/2026 to have an oil leak fixed. Not only has it not been cleared yet, but I have not been given a clear reason why it is delayed. I do not get any information about this except when I call.I've been traveling for the past week by paying for taxis.There is no clear answer from the people involved in this. Even if I call them, sometimes they say they will give it to me tomorrow, sometimes they say that its engine is compliant and that the engine should replace or re- build the engine. I don't understand anything. I did the last service with Nissan and they didn't complain at that time. It hasn't come to my attention yet. So I request you to find a solution to this as soon as possible and I also request that you give me a replacement car to use during this period.

I brought my car in for its full services and then was told after the health check that it needed additional parts requiring replacement totalling over £800 which was front pads 95% worn and discs and 3 new types. As you are supposed to the expert I agreed to the discs and pads being done at the cost of £496.30 as we were worried that it would affect our warranty of the car and we would get the types done at an independent garage that we know.However after reviewing the work and obtaining further advice of the independent garage I have serious concerns that the repairs were not necessary as the independent garage told us that the tyres were not urgent and the brake pads would require changing but not would not require replacement as the car is less that 3 years old and only get changed on older cars and don’t need to be changed at the same time. We have also be charged 2 hours labour but have been told it would take only take an hour to do.We should have been advised that this work could have been conducted elsewhere and would have not affected our warranty on the car.We have paid the £496.30 plus the £309.00 for service, but feel that we have been massively overcharged for this work. We have been loyal customers to your branch for the last 10 years but feel that we have been ill advised by your staff on this occasion. As experts in your field you should be trying to look after your customers to ensure that they not only receive the best customer service but also the best advice and prices for any work required.Please investigate as we are very unhappy customers and want some compensation

bought a Dacia 10.10.25, 7 week slater comng over the redhugh bridge the engine managment light cam on and steam coming from the bonnett. rac came and had to wait all day for a flat bed. No coolant in the cylinder head gasket. advised the dealership what it was and then the dealership said a massive problem with the engine. Cylinder head would be brought in 07.12 for repair, 17.12 no communication. Dealership said i would hear before Xmas, tried to get through between the holidays. No return calls, after new year David called got details but he couldnt give her them. Just came of the phone with the GM and explained that she no longer wanted the vehicle. The vehicle i snot fit for purpose, or we are getting the parts in, most of them are here and only waiting for 1 part. Cust has no faith, confidence in the car or the staff. Wants the cust to go in next week to get a new car. Husband has been on the phone also but lost his temper cust took the phone and Dave was unpleasant and then apologized to the customer.

Excellent customer service. All aspects of the sale explained thoroughly.

i have issues with the service at renault and dacia newcastlean expert report will be attached to this case

Hi Andrew,Thanks so much for your time earlier. As mentioned, here's the most recent emails from this week.It's a LONG one so I will also package up all relating emails in a separate email and send these over.Best wishes,AmySent from Outlook for iOS________________________________________From: Amy YoungSent: Friday, January 16, 2026 11:30:15 AMTo: Christopher HoodCc: Peter BaysSubject: Re: Final ResponseHi Chris,The facts are still the facts and you’ve made a choice to not resolve them in their entirety - the offer has only come now when I’m 5 months in to the complaint. I don’t have to give you a 4th attempt. The help and resolution should have come as soon as I emailed on the 16th September.I imagine the ombudsman / your head office will be the ones dealing with any communication going forward.Best wishes,AmySent from Outlook for iOS________________________________________From: Christopher HoodSent: Friday, January 16, 2026 9:04:26 AMTo: Amy YoungCc: Peter BaysSubject: RE: Final ResponseHi Amy,The Oct date I mentioned was the first time I was I was made aware of your issues. Once I was involved I spoke to the VW sites and was brought up to speed.I can arrange a courtesy car for you Amy, you could drop the car here and between myself Peter and Darran we will carry out the next stage repair to your media system and look at the other issues you have.If you don’t accept my offer to help I can’t do much more at this stage. If you’d rather seek some advice all I can ask is you keep me updated and ill support with all the info best I can.Again, id really like to resolve your outstanding issues Amy.RegardsChris.Christopher HoodGeneral ManagerLookers Renault NewcastleBenfield Road | Newcastle upon Tyne | NE6 5XAT: 0191 228 4300 M: 07980871605lookers.co.uk/renaultlookers.co.uk/daciaFrom: Amy YoungSent: 15 January 2026 22:01To: Christopher HoodCc: Peter BaysSubject: Re: Final ResponseExternal Sender: Confirm legitimacy before acting.Hi Chris,The offer of a 4th attempt at repair is appreciated, but I’m not accepting it. I live nowhere near Silverlink, had to get taxis to and from the last appointment and don’t have time to be without a car.I also need to correct one point from your email. You stated that our first communication was around 16th October. That is not accurate – the issues were raised and being chased before then.In a nut shell here’s the correct dates and summary for your information:• Handover date: 25th April 2025• 26th April: engine management light and missed paint remediation - booked back in for a visit the following week.• 16th September: Media unit and damp/water ingress issues first raised. I was told by someone when I phoned (a guy called Steven/Steve?) that he couldn’t book me in with you because it was a VW. So I asked Terry if I needed to book it in to Scotswood Road. I did - I was told that I could get an appt on the 1st October with them or 13th October with you, so it went to VW as I knew I had a time span on the 6-month window.• 1st October: Diagnostics from VW came back, I had to pay £209.82 for the privilege and they quoted me £1,500 of either red or amber repairs. You then inspected these yourself and offered me the work at a discounted price. There was also contradictory comments between you and VW and what VW told me - really confusing and frustrating! I was also told warranty wouldn’t cover any of it.• 2nd October: I sent an email to Terry and Dave expressing my disappointment and wanting to reject. Terry spoke to you and you asked that I keep the appointment on the 13th to have a look at it yourselves.• 13th October: I kept that appointment and you had planned to do the pollen filter, air con unit/service sanitation. Media unit couldn’t be done. Again, no mention of any of my issues being covered by warranty, just you offering me discounted prices for jobs and goodwill gestures for the filters/air con - bearing in mind I’m still £209 out of pocket.• 16th October: I resorted to the Finance company as after 2 dealership visits, none of the initially reported issues (media unit, damp, water ingress) were resolved at this point.• 23rd October: We exchanged more emails because I was still no further forward. You then offered to get it booked in to Silverlink.• 30th October: I took it to Silverlink where they were doing the media unit update as per your diagnostic.• 2nd December: Media unit faulted again. Screen went black and no volume or use of volume controls - the exact same issue that was reported on the 16th September. This fault is still ongoing now.• Between 10 - 20 December I was in discussion with the finance company and discovered the soaking footwell.• 20th December: I emailed the finance company and you.• 22nd December: Another email.• 10th January: I followed up with you as you were OOO in the above-mentioned emails. You initially replied saying any repairs for water ingress would be at cost to me.• And now we’re here - I’m being asked to book it back in for a 4th time.In short, there’s non-wear and tear issues with this car that have been ongoing since September - 4.5 months into me owning it. There have been 3 dealership visits since, and the issues have since either come back (damp), got worse (soaking footwell) or reoccurred (media unit).I’ve never asked for a refund for the car. I only asked for reimbursement for me forking out for what VW Scotswood Road charged me. In my initial complaint, I asked for a fair usage sum to be paid. Money isn’t my end goal here. I want what’s fair and right.However, I need to be clear about my position under the Consumer Rights Act 2015. All of the issues above were reported within the six-month window and are therefore legally presumed to have been present at the point of sale unless you can prove otherwise. A warranty is separate to, and does not override, my statutory rights. The Act also allows the retailer one opportunity to repair - that opportunity has already been given and the same faults remain. I am not required to accept repeated repair attempts.The only 2 options for resolution are now:1. Lookers arrange to collect and accept return of the car at no further cost to me and we cut ties.2. I take it straight to the Ombudsman, knowing full well my rights and your obligations under the Consumer Rights Act haven’t been met and the issues reported are still present (even after 2 contradictory diagnostics between you and VW Scotswood Road and 1 attempt at fixing it at VW Silverlink).We didn’t need to get to this. If you had agreed to fix the car entirely in September, this could have been avoided. But instead, after 5 months of back and forth, I’ve still got recurring and worsening issues and you’ve got me emailing you essays every other day. The situation has been handled terribly and you haven’t done what you are obligated by law to do.Why has it taken 5 months for warranty to be an option? This should have been explored on the 16th September, 1st October, 13th October and 23rd October. In any event, warranty does not override my statutory rights.Let me know how you wish to proceed.Thanks,AmySent from Outlook for iOS________________________________________From: Christopher HoodSent: Thursday, January 15, 2026 2:56:25 PMTo: Amy YoungCc: Peter BaysSubject: RE: Final ResponseHi Amy,Sorry I hadn’t attached your warranty document. You have paid money for this policy in case your vehicle has issues. Id suggest we use this for any items it will cover going forward.RegardsChris.Christopher HoodGeneral ManagerLookers Renault NewcastleBenfield Road | Newcastle upon Tyne | NE6 5XAT: 0191 228 4300 M: 07980871605lookers.co.uk/renaultlookers.co.uk/daciaFrom: Christopher HoodSent: 15 January 2026 14:46To: Amy YoungCc: Peter BaysSubject: Final ResponseHi Amy,Thanks for your email.Firstly, I’d like to apologise if I have missed an email from you while on annual leave. I would normally pick this up on my return and respond. I received a call from your finance company and spoke to the gentlemen on my return. He told me he was going to call you with an update on the recommended next steps.Regarding the issue you are having and as I’ve said from the start we are here to look after you. I am unable to accept your rejection and fully refund you for the price you paid for the vehicle. You purchased the car on the 24-4-2025 and our first communication was around the 16th of October 2025. Just under 6 months after your purchase. You have a 2-year warranty which is designed to cover you if your vehicle goes wrong.My suggestion is we book you back in with VW Silverlink, and I ask the service manager Darren to look after you. Amie is now on maternity leave. I’m happy to arrange this for you Amy. VW will not charge you a diag fee on this occasion because they have already carried out work to your car. A diag fee is something you would normally pay at any dealership. I’m happy to have a conversation about the cost you paid once we have a full report from Darran the aftersales manager at VW Silverlink.My suggestion would beAllow me to book the car back into VW Silverlink to inspect the following issues.• 2nd stage repair to your media system• Inspect and test for a Water leak mentioned in your last email• Check the windscreen while on site• Once this is identified we can then resolve any odours• Once all done discuss the diag fee you have paid.If you happy with this ill arrange a call from the VW centre. I’d like to offer you support Amy. Darren will communicate direct with me to try and resolve any issues he finds.Kind regardsChris.Media unitThe media unit is still cutting out. The software update did not fix the issue, and this is the same fault I originally reported. You mentioned that you believed this had been resolved because you had not heard further from me or from VW Silverlink, I contacted you again a few weeks after the ‘work’ when I attempted to use the media unit for it not to work again. You were out of the office when I initially emailed you and the finance company, I didn’t get a reply so I followed up more recently.I have just spoke to the VW centre who carried out the first stage repair and update on your radio. The aftersales manager has just told me his is happy to look at your car again and if it required a part to be replaced your warranty should cover this. Please appreciate the first stage repair [update ] must be carried out before any replacement parts are ordered. There is a high chance this would have fixed the problem.Water ingress / footwellI have now discovered that the rear footwell behind the driver’s seat is soaking wet. This directly ties in with the water ingress and damp issues I have raised before, including moisture under the windscreen and the mould problem. While you have stated that VW do not believe the windscreen delamination is the cause, the fact remains that water is entering the vehicle and the issue has not been resolved. I have also provided video evidence of the wet footwell.Does your vehicle have a sunroof? The VW manager has asked this question and suggested he checks the drain holes on your vehicle. If it does have a sunroof he will also check the drain run offs are clear and not causing the water ingress. The manager has also told me on the day of your visit the job card does not request them to check for water ingress. The job card refers to the VW Scotswood rd health check requested the AC and pollen filter replacement you mention below which we paid for.Mould and air freshener treatmentAround a week after the air freshener treatment, I returned to the car after it had only been parked overnight and found visible mould on the seats. That makes it clear that the smell may have been masked, but the underlying moisture issue was not fixed. While I understand that some moisture can exist in cars, I do not believe visible mould inside a vehicle shortly after treatment is acceptable. I didn’t take photos at the time, but regardless, this is entirely consistent with the damp problem I reported initially remaining unresolved.Christopher HoodGeneral ManagerLookers Renault NewcastleBenfield Road | Newcastle upon Tyne | NE6 5XAT: 0191 228 4300 M: 07980871605lookers.co.uk/renaultlookers.co.uk/daciaFrom: Amy YoungSent: 15 January 2026 07:00To: Christopher HoodCc: Peter BaysSubject: Re: Final ResponseExternal Sender: Confirm legitimacy before acting.Hi Chris,I want to be clear that I’m not trying to be difficult here or stand my ground for no reason – I want what’s right and fair. I don’t feel this has been handled as it should have been, and I also don’t believe I’ve been sold a car of a satisfactory standard. The same problems I first reported are still ongoing, which is why I’m now having to rely on my rights.All of the issues I’ve raised – the media unit cutting out, the water ingress, and the damp and mould inside the car – were reported within six months of purchase. I don’t enjoy having to say this, but under the Consumer Rights Act 2025, faults reported in that time are legally assumed to have been present at the point of sale unless proven otherwise. To date, nothing has been shown to me that disproves that.I also understand that the law gives the retailer one chance to fix issues that are raised. In my case, that opportunity has already been given and hasn’t resolved anything.When I first contacted you about the issues, I was advised that I was within my rights to go to an alternative dealership because your garage could not book me in for another three and a half weeks. As shown in my email correspondence with Terry, I therefore took the car to Volkswagen instead. I followed that advice and paid out of my own pocket for the inspection (and I have already provided proof of this). Unfortunately, the same issues remain.I also want to repeat a point from my original email that wasn’t addressed in your reply, which is important to my position. I fully understand that the car is 10 years old, but ongoing water ingress, mould, and electrical issues are not something I would reasonably expect on a car sold for £10,000, and I do not believe this can be classed as normal wear and tear. From my side, this still isn’t resolved/acknowledged.I’m not quoting the law just for the sake of it. I’ve tried to be patient, I’ve followed the guidance I was given by yourselves and the finance company, I’ve had it in 3 of Lookers’ dealerships, and I’ve paid out of my own pocket to get answers. But being asked now to keep booking the car in again – at my own cost – isn’t reasonable when these are the same problems I’ve been reporting since August.It’s also worth noting at this point, less than 12 hours after collecting the vehicle, it was booked back in with you for even more paint repairs that had ‘been missed’ pre-handover.Because of that, I’m not accepting further repair attempts. I’m relying on my statutory rights, as the vehicle still doesn’t meet the standard I should reasonably expect.At this point, I see these options as outcomes:• Lookers arrange to collect and accept return of the car at no further cost to me and we cut ties.• Lookers cover the full cost for me to have the vehicle assessed and repaired at my preferred and trusted garage for all issues mentioned in my initial complaint (media unit, damp, windscreen etc.) In addition to this, I get reimbursed for the £209.82 I paid the VW garage for them to release me my car on 1st October.• I take it straight to the ombudsman, knowing full well my rights and your obligations haven’t been met and the issues reported are still present (even after 2 contradictory diagnostics between you and VW Scotswood Road and 1 attempt at fixing VW Silverlink).In response to your specific comments:Media unitThe media unit is still cutting out. The software update did not fix the issue, and this is the same fault I originally reported. You mentioned that you believed this had been resolved because you had not heard further from me or from VW Silverlink, I contacted you again a few weeks after the ‘work’ when I attempted to use the media unit for it not to work again. You were out of the office when I initially emailed you and the finance company, I didnt get a reply so I followed up more recently.Water ingress / footwellI have now discovered that the rear footwell behind the driver’s seat is soaking wet. This directly ties in with the water ingress and damp issues I have raised before, including moisture under the windscreen and the mould problem. While you have stated that VW do not believe the windscreen delamination is the cause, the fact remains that water is entering the vehicle and the issue has not been resolved. I have also provided video evidence of the wet footwell.Mould and air freshener treatmentAround a week after the air freshener treatment, I returned to the car after it had only been parked overnight and found visible mould on the seats. That makes it clear that the smell may have been masked, but the underlying moisture issue was not fixed. While I understand that some moisture can exist in cars, I do not believe visible mould inside a vehicle shortly after treatment is acceptable. I didn’t take photos at the time, but regardless, this is entirely consistent with the damp problem I reported initially remaining unresolved.Everything I am saying is factual, nothing is opinion based and I’ve been fair and accommodating since I first had to make a complaint. I want what’s fair and right and I’ve given Lookers enough attempts to do the right thing.Thanks,AmySent from Outlook for iOS________________________________________From: Christopher HoodSent: Tuesday, January 13, 2026 11:52 amTo: Amy YoungCc: Peter BaysSubject: RE: Final ResponseHi AmySorry to hear your still dissatisfied with your vehicle. I’ll answer your comments best I can but can’t comment on the finance companies’ final decision. If y9oud like me to book your car in to inspect the water ingress we can Amy. Just let me know.RegardsChris.Hi all,Thanks for coming back to me.I want to be clear why I'm not accepting a 'gesture' of £100 - the issues I first reported back in August 2025 still haven’t been resolved (and are getting worse!), despite a number of inspections saying there is nothing wrong with it.The media unit is still cutting out. The software update hasn’t fixed it, and this is the same fault I reported months ago.I was under the impression this was resolved not hearing anything more form you or VW Silverlink. Id suggests if the first stage repair of a software update has not worked we look at the vehicle again.I’ve also discovered today, while cleaning the car, that the rear footwell behind the driver’s seat is soaking wet. This ties in with the damp and water ingress issues I’ve raised before, including moisture under the windscreen and the mould problem.I’m confident for the VW report the windscreen delamination is not causing the water leak. This is a visual delamination which VW confirmed would not allow water ingress. You will need to book the car in for the water ingress, but this would be at a cost to yourself. It maybe a block drainage channel, door seal or grommet which has fallen outAround a week after the air freshener treatment was done, I went to use the car after it had only been parked overnight and found visible mould on the seats. That makes it pretty clear the smell was treated, but the underlying moisture issue wasn’t fixed. Cars do have moisture in them. Can I check was the vehicle valeted at the time? do you have any images of this?I understand the car is 10 years old, but ongoing water ingress, mould, and electrical issues aren’t something I’d expect on a car sold for £10,000, and I don’t believe this can reasonably be classed as wear and tear.Despite being told no fault was found with the windscreen, there is still water getting into the car. The issue hasn’t gone away just because it wasn’t identified during your inspection.VW confirmed it was not caused by the windscreen. As I’ve mentioned you will need to book this in for further inspection Amy. I’m happy to book it in with us if you’d like me to do so.This has been dragging on for months now, with conflicting advice between dealerships and a lot of chasing on my part. I’m not prepared to keep paying out of my own pocket to fix problems that shouldn’t be happening. Can I just confirm we covered the cost of the VW visit? What charges are you referring to?Given how many times these issues have been raised, the fact they still aren’t resolved, and that there is ongoing water and mould inside the car, I don’t feel this has been dealt with fairly.Unless a proper resolution is put forward that actually addresses the ongoing faults, I’ll be escalating this to the Financial Ombudsman Service with the full history and evidence going back to May.Going forward, I’d like all communication to be in writing only. Based on what’s happened so far, I don’t want to have verbal discussions that can later be disputed.Please let me know how you intend to resolve this.Thanks,AmyChristopher HoodGeneral ManagerLookers Renault NewcastleBenfield Road | Newcastle upon Tyne | NE6 5XAT: 0191 228 4300 M: 07980871605lookers.co.uk/renaultlookers.co.uk/daciaFrom: Amy YoungSent: 10 January 2026 09:43To: Christopher HoodSubject: Re: Final ResponseExternal Sender: Confirm legitimacy before acting.Hi Chris,Can you please respond?Thanks,AmySent from Outlook for iOS________________________________________From: TFSUK - ComplaintsSent: Monday, December 22, 2025 12:07 pmTo: Amy Young; TFSUK - Complaints; Redline - Complaints; Christopher HoodSubject: RE: Final ResponseDear Amy Young,Thank you for your email.We are sorry to hear you remain dissatisfied with our findings and we have noted your comments, however there is no change in our stance.As stated in our findings, we cannot comment on conversations that have taken place with the centre, that we were not party to and therefore we recommend you contact them directly, if you feel there are inaccuracies with the information they provided to us.As outlined in our Final Response letter, you do now have the right to escalate your complaint to the FOS should you remain dissatisfied.Yours sincerely,Abdul KhaledCustomer Relations ExecutiveEmail complaints@uk.toyota-fs.comToyota Financial Services (UK) PLCGreat Burgh, Burgh Heath,Epsom, Surrey, KT18 5UZwww.toyota.co.ukFrom: Amy YoungSent: 20 December 2025 15:35To: TFSUK - Complaints; Redline - Complaints; Christopher HoodSubject: Re: Final ResponseCaution: External email   Do not open attachments, click links, or share sensitive information unless you trust the sender. Report suspicious messages using the phishing button.Caution: External email   Do not open attachments, click links, or share sensitive information unless you trust the sender. Report suspicious messages using the phishing button.Hi all,Thanks for coming back to me.I want to be clear why I'm not accepting a 'gesture' of £100 - the issues I first reported back in August 2025 still haven’t been resolved (and are getting worse!), despite a number of inspections saying there is nothing wrong with it.The media unit is still cutting out. The software update hasn’t fixed it, and this is the same fault I reported months ago.I’ve also discovered today, while cleaning the car, that the rear footwell behind the driver’s seat is soaking wet. This ties in with the damp and water ingress issues I’ve raised before, including moisture under the windscreen and the mould problem.Around a week after the air freshener treatment was done, I went to use the car after it had only been parked overnight and found visible mould on the seats. That makes it pretty clear the smell was treated, but the underlying moisture issue wasn’t fixed.I understand the car is 10 years old, but ongoing water ingress, mould, and electrical issues aren’t something I’d expect on a car sold for £10,000, and I don’t believe this can reasonably be classed as wear and tear.Despite being told no fault was found with the windscreen, there is still water getting into the car. The issue hasn’t gone away just because it wasn’t identified during your inspection.This has been dragging on for months now, with conflicting advice between dealerships and a lot of chasing on my part. I’m not prepared to keep paying out of my own pocket to fix problems that shouldn’t be happening.Given how many times these issues have been raised, the fact they still aren’t resolved, and that there is ongoing water and mould inside the car, I don’t feel this has been dealt with fairly.Unless a proper resolution is put forward that actually addresses the ongoing faults, I’ll be escalating this to the Financial Ombudsman Service with the full history and evidence going back to May.Going forward, I’d like all communication to be in writing only. Based on what’s happened so far, I don’t want to have verbal discussions that can later be disputed.Please let me know how you intend to resolve this.Thanks,AmySent from Outlook for iOS________________________________________From: TFSUK - ComplaintsSent: Thursday, December 11, 2025 9:10:10 AMTo: Amy Young; Redline - ComplaintsSubject: RE: Final ResponseDear Amy Young,Thank you for your email.Firstly, we’d like to apologise about the error on the Final Response Letter. We can confirm we are offering £75 for the distress and Inconvenience caused and £25 goodwill for the delay in investigating your complaint. Therefore, a total of £100.We are sorry to hear you remain dissatisfied with our findings and we have noted your comments, however there is no change in our stance.As stated in our findings, we cannot comment on conversations that have taken place with the centre, that we were not party to and therefore we recommend you contact them directly.We are sorry to hear you are dissatisfied with our offer of £100, as we feel this is fair and reasonable, to thank you for your patience, while we investigated your complaint.As outlined in our Final Response letter, you do now have the right to escalate your complaint to the FOS should you remain dissatisfied.Yours sincerely,Abdul KhaledCustomer Relations ExecutiveEmail complaints@uk.toyota-fs.comToyota Financial Services (UK) PLCGreat Burgh, Burgh Heath,Epsom, Surrey, KT18 5UZwww.toyota.co.uk

took car in for repair. have repaired before the cust took the car in advised he had it checked by a master check. The dealership have carried out a repair and the cut has received the cal recordings and is right as was never alerted to the fact that the fault was not what the repair should have been. The after sales manager has advised his decision is final.