Complaints and Feedback

How to contact our Customer Service and Complaint Resolutions Team

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.

There are several ways you can get in touch:

Online complaint form
The easiest way to send a complaint is by using our form. This gives you the ability to send your complaint directly to a dealership or department

Email us
For complaints about the vehicle, service and/or aftersales either before or after the sale, please email VehicleComplaints@lookers.co.uk

For complaints about finance, insurance or how we have handled your data, please email FandIComplaints@lookers.co.uk

Write to us
Customer Service and Complaint Resolutions Team, Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS.

Call us
0191 298 1425

General customer feedback

If you would like to support our development, whether you want to recognise a member of the team or have an idea, please send us feedback using the button below or you can email us at customerfeedback@lookers.co.uk

When you can expect a response:

We understand how important it is to address your concerns promptly and thoroughly. While some matters may require a little more time to investigate, we will keep you informed every step of the way. Here’s what you can expect based on the nature of your complaint:

General Acknowledgement:
We’ll acknowledge your complaint with an automatic response on receipt and you will then receive an email or phone call within 5 working days thereafter. 

Vehicle Sales or Aftersales Complaints:
Our aim is to resolve these types of complaints within 14 working days of acknowledgement. If we’re unable to resolve the matter within this time frame, it will automatically be escalated to the relevant dealership’s operational director for review.

Data Handling Complaints:
You can expect a full response within 30 days, outlining the outcome of our investigation, or an update on our progress if more time is needed.

Finance and/or Insurance Complaints:
We will provide a full response within 8 weeks*, confirming the outcome of our investigation, or we will provide an update on the progress if more time is required.

*Please note that the 8-week timeframe does not currently apply to complaints relating to Discretionary Commission Arrangements. We will confirm in our written acknowledgement to you if your complaint relates to Discretionary Commission Arrangements and therefore the appropriate timeframe for your complaint. We will then provide you with a final response as soon as we can but no later than 4th December 2025. For more information about these temporary changes please see www.fca.org.uk/consumers/car-finance-complaints

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 of 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:

• We will strive to acknowledge your complaint in writing within 2 business days of receipt

• Investigate your complaint fully and impartially obtaining all information as necessary

• Many concerns can be dealt with straight away but sometimes it is necessary for us to investigate the matters you have raised in more detail.

For Vehicle, Service & Aftersales Complaints:

Whether you have contacted the dealership or department that you have been dealing with direct, or whether you have contacted our central Customer Services team, in most cases the relevant dealership or department will still be responsible for attempting to resolve your concern within 14 days from the date we receive your complaint.

If your concern has not been resolved within 14 days, it will be automatically escalated to the operational director in charge of the dealership's division.

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. 

The Motor Ombudsman (UK Only)

Website:  themotorombudsman.org

Telephone: 0345 241 3008 (option 1)

Address:
The Motor Ombudsman, 71 Great Peter St, 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: nationalconciliationservice.co.uk

Telephone: 01788 538 317

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

Email

For Finance and Insurance Complaints

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

Our response letter to you will set out our view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint.  In both circumstances, we shall provide a full explanation of how we have reached a decision.

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):

Financial Ombudsman Service (FOS) (UK Only)

Website: financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123

Address: Exchange Tower, London, E14 9SR.

Email

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

Website: www.fspo.ie

Telephone: +353 1 567 7000

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

Email

For Data Complaints

Within 30 days we will write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation detailing the reasons for delay.

Our response letter to you will set out our view on the issues raised in your complaint and tell you whether we are accepting or rejecting your complaint.  In both circumstances, we shall provide a full explanation of how we have reached a decision.

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

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

Information about how to make a complaint the ICO can be found here.

*Please note that the 8-week timeframe does not currently apply to complaints relating to Discretionary Commission Arrangements. We will confirm in our written acknowledgement to you if your complaint relates to Discretionary Commission Arrangements and therefore the appropriate timeframe for your complaint. We will then provide you with a final response as soon as we can but no later than 4th December 2025. For more information about these temporary changes please see  www.fca.org.uk/consumers/car-finance-complaints

Alternatively, if your complaint is in respect of a Fleet or lease agreement, you may refer the matter to the British Vehicle Rental and Leasing Association (BVRLA). The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and offers a free Conciliation Service. The Conciliation Service will investigate potential breaches of the Code of Conduct, which sets out the standards the BVRLA expects from its members. The Conciliation Service can only look at matters that relate to disputes arising from the activities of BVRLA members.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from either party should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations and as members, we must comply with their rulings. Further details may be found at: 

www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

You may contact the BVRLA by

Email: complaint@bvrla.co.uk

Writing to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham HP7 0DD