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Complain to Lookers

UK car dealership group

Car-dealership

Contact emails

complaints@lookers.co.uk

Complaints

customerrelations@lookers.co.uk

Customer Service

Make a complaint online(opens in a new tab)

Lookers handles complaints through its official online form.

Common Lookers complaints

1

Faulty Vehicle

Car has mechanical defects discovered after purchase

2

Not as Described

Vehicle differs from listing - hidden damage, clocked mileage, or undisclosed history

3

Warranty Dispute

Dealer refusing to honour warranty or used car guarantee

Finance Problem

Mis-sold finance agreement or unfair charges

This part is a credit agreement, and handling those takes FCA authorisation we don’t have. Complain to Lookers first; if they say no, or say nothing for eight weeks, the Financial Ombudsman reviews it for free.

Financial Ombudsman Service(opens in a new tab)

Lookers ombudsman & regulator routes

Which ombudsman handles Lookers complaints?

The Motor Ombudsman. Once Lookers’s own complaints process is exhausted, you can take your complaint there for free. Go to the ombudsman.

Laws that protect you

Consumer Rights Act 2015

Vehicles must be of satisfactory quality, fit for purpose, and as described. You can reject within 30 days.

Section 9Section 10Section 11Section 22

Road Vehicles (Registration and Licensing) Regulations 2002

Dealers must accurately represent a vehicle’s registration and history.

Consumer Protection from Unfair Trading Regulations 2008

Prohibits misleading actions and omissions, including clocking or hiding vehicle history.

Tips for Lookers complaints

  • You have 30 days to reject a faulty car for a full refund - act fast
  • Get an independent inspection if the dealer disputes a fault
  • Check the car’s history with an HPI check before buying
  • Keep all paperwork - adverts, emails, warranty documents, and service history
  • If bought on finance, you may also have a claim against the finance provider

If Lookers doesn't respond

  1. 1

    Dealer Directly

    No legal deadline: set yours in the letter

    Contact the dealership’s management with your complaint and evidence

  2. 2

    Motor Ombudsman

    If the dealer is a member, escalate to The Motor Ombudsman for free

    Visit website
  3. 3

    Finance Provider

    If bought on finance, complain to the finance company under Section 75 or the Consumer Credit Act

  4. 4

    Trading Standards

    Report criminal offences like clocking to Trading Standards

    Visit website
  5. 5

    Small Claims Court

    File a claim for up to £10,000

    Visit website

Frequently asked questions

If the car is faulty, not as described, or unfit for purpose, you have 30 days for a full refund under the Consumer Rights Act 2015. There’s no general 'cooling-off period' for in-person purchases of non-faulty cars.

After 30 days but within 6 months, the dealer must attempt a repair. If the repair fails, you’re entitled to a price reduction or to reject the car. After 6 months, you must prove the fault existed at the time of sale.

Yes - if you bought on hire purchase or conditional sale, the finance company is jointly liable. You can also use Section 75 if you paid a deposit of £100+ by credit card.

Put your complaint in writing to complaints@lookers.co.uk with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail. If Lookers won't sort it and is a member of the scheme, you can escalate free to The Motor Ombudsman.

Send complaints to complaints@lookers.co.uk. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Lookers complaints can be escalated to The Motor Ombudsman, free of charge, if the company is a member of the scheme. Complain to Lookers directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on Lookers if it's a scheme member.

Tools & guides for your Lookers complaint

Free calculators and explainers that strengthen the case you make to Lookers.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at Lookers? Reply to complaints here.

Don't let Lookers ignore you

Read your Lookers letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

Start my Lookers complaintSign in

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Lookers or any of the companies listed on this site. Where an address is marked verified, we read it on Lookers’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Lookers. This page is for informational purposes only and does not constitute legal advice.