Complaints & Feedback

At Lookers we endeavour to continually develop and improve the service we provide to our customers. If you would like to support our development, please do so by providing feedback to VehicleComplaints@Lookers.co.uk

If we have not met your expectations and you're not happy with the service we have provided then please accept our sincere apologies. By making a complaint, you're giving us the opportunity to investigate and improve our services for you and for everyone. You can raise a complaint about any of the services you have been provided with by Lookers which include but are not limited to:

 Vehicle Complaints  Service & Aftersales Complaints  Finance & Insurance Complaints Data Complaints 

You can contact us about your complaint by telephone, email or post: 

Customer Service and Complaint Resolutions Team

Call us: 0191 298 1425

Email us

VehicleComplaints@Lookers.co.uk Complaints about the vehicle, service and/or aftersales either before, during or after the sale
 FandIComplaints@Lookers.co.uk Complaints about finance, insurance or how we have handled your data

 

Write to us:

Customer Service and Complaint Resolutions Team,

Lookers House,

3 Etchells Road,

West Timperley,

Altrincham,

WA14 5XS

 

OUR COMPLAINTS HANDLING PROCESS

We value all our customers and aim to provide a first-class service at all times, including the way we handle your complaint. This page outlines our complaints handling process relating to:

  • Finance and Insurance: which are products regulated by the Financial Conduct Authority (UK) and the Central Bank or Ireland (Republic of Ireland).

  • Vehicle and Service Issues: which are governed by the Consumer Rights Act (CRA) 2015, and can be referred to the National Conciliation Service (NCS) or The Motor Ombudsman (TMO) and

  • Data Protection: which is regulated by the Information Commissioner's Office (ICO).

All complaints received are treated with confidentiality and in accordance with the requirement of data protection legislation.

We will always strive to investigate and resolve your complaint promptly, fairly and as a minimum, we will ensure that we:

Vehicle Service & Aftersales Complaints

Finance and Insurance Complaints 

Data Complaints

Acknowledge your complaint in writing within 5 working days of receipt

Acknowledge your complaint in writing within 5 working days of receipt

Acknowledge your complaint in writing within 5 working days of receipt

Investigate your complaint fully and impartially obtaining all information as necessary

Investigate your complaint fully and impartially obtaining all information as necessary

Investigate your complaint fully and impartially obtaining all information as necessary

Within 14 days we will contact you to discuss your complaint and seek a resolution that is fair and reasonable. If we are unable to meet this service level agreement, we will contact you to confirm the progress of our investigation detailing the reasons for the delay.

Within 8 weeks we will write to you with either a full response confirming the outcome of our investigation or a response that confirms the progress of our investigation detailing the reasons for the delay.

Within 1 month we will write to you with either a full response confirming the outcome of our investigation or a response that confirms the progress of our investigation detailing the reasons for the delay.

If following your discussions with Lookers, you remain dissatisfied, you may refer your complaint to The Motor Ombudsman (TMO) or The National Conciliation Service free of charge:

If once you have received our final response or after eight weeks, you are not satisfied with our response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS):

If following your discussions with Lookers, you remain dissatisfied, you may refer your complaint to The Information Commissioner’s Office (ICO) (UK Only):

The Motor Ombudsman (UK Only)

 The Financial Ombudsman Service (FOS) (UK Only)

 The Information Commissioner's Office (ICO) (UK Only)

Website: https://www.themotorombudsman.org

Telephone: 0345 241 3008* (option 1)

Address: The Motor Ombudsman 71 Great Peter Street, London, SW1P 2BN

Email: using their web enquiry form on the Contact Us page of TMO website here

 

The National Conciliation Service (UK Only)

Website: https://www.nationalconciliationservice.co.uk

Telephone:
01788 538317

Address:
NCS, 2 Allerton Road, Rugby, CV23 0PA

Email: contact@nationalconciliationservice.co.uk

Website: https://www.financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123

Address:
Exchange Tower, London, E14 9SR

Email:
complaint.info@financial-ombudsman.org.uk

Republic of Ireland Only: Financial Service and Pensions Ombudsman (FSPO) 

Website: www.fspo.ie

Telephone: +353 1 567 7000

Address:
Lincoln House, Lincoln Place, Dublin 2, D02 VH29

Email:
info@fspo.ie

Information about how to make a complaint the ICO can be found here:https://ico.uk/make-a-complaint/

 

 

Complaints

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