Customer Experience and Complaints

We’re Here to Help

We want every experience with us to be a positive one. If you feel something could have gone better, or if you have suggestions on how we can improve, your feedback is invaluable. It helps us enhance our services—for you and all our customers.

Below is guidance on how to raise a complaint or share feedback, depending on the type of issue you would like to raise.

Share Your Ideas or Praise

We love hearing about great experiences! If a team member has impressed you or you have ideas for how we can improve, please share them through our online feedback form. Your input helps us recognise excellence and develop better experiences for everyone.

Share your experience

General Complaints

The easiest way to raise a concern about your vehicle, service and/or aftersales before or after the sale is through our online form, which ensures your feedback reaches the right dealership or department quickly.

Make a Complaint

You can also contact us by post:

Customer Service and Resolutions Team, Lookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GU 

Or you can call us on 0191 298 1425 (Monday-Friday 9am-5pm (Excluding UK Bank Holidays) 

We aim to resolve most complaints within 5 business days. Complex matters may take longer, but we’ll keep you updated throughout. If your concern isn’t resolved within 14 working days, it will be escalated to the relevant operational director for review.

If you remain dissatisfied, you can refer your complaint—free of charge—to The Motor Ombudsman (TMO) or The National Conciliation Service (NCS).

The Motor Ombudsman (UK Only)
Website:  The Motor Ombudsman | Motor Industry Codes of Practice
Telephone: 0345 241 3008 (option 1)
Email: Via the web enquiry form on TMO's Contact Us page.

The National Conciliation Service (UK Only)
Website: The National Conciliation Service
Telephone: 01788 538318
Email: contact@nationalconciliationservice.co.uk

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Complaints About Finance or Insurance Products

If you're unhappy with your finance or insurance transaction, please let us know straight away. To raise a complaint about finance or insurance please email FandIComplaints@lookers.co.uk. These complaints can take longer to resolve due to their complexity, but our team will investigate and keep you informed on progress.

We will always try to resolve your complaints as quickly as possible. We aim to provide a full response within 8 weeks of receiving your complaint.

If more time is required, we’ll contact you to explain the reason for the delay and confirm when you can expect an update.

Our response will outline our findings, explain our decision, and confirm whether your complaint has been upheld or not.

If, after receiving our final response, or after 8 weeks, you are not satisfied, you may be able to contact the Financial Ombudsman Service (UK) or Financial Services and Pensions Ombudsman (FSPO) (ROI).  

UK
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk  
Telephone: 0800 023 4567

Republic of Ireland
Website: fspo.ie
Email: info@fspo.ie
Telephone: +353 1 567 7000

Commission-Related Enquiries

If you would like to know whether we received a commission from a lender for arranging your finance, or wish to make a complaint about motor finance commission arrangements, please contact the lender associated with your finance agreement.

Most lenders now have dedicated web pages and online forms for commission-related enquiries and complaints.

You can find contact details for the lenders we work with in our Finance Commission Lender Contact Details document.

To learn more about the Financial Conduct Authority’s (FCA) review into motor finance commission arrangements, please visit the FCA website

For additional information, please see our Frequently Asked Questions relating to Finance Commission document.

If you have a specific query you believe we can assist with, you can contact us at FandIComplaints@lookers.co.uk

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Data and Privacy Concerns

Your privacy matters to us. If you have questions about how we use your personal data or want to exercise your data rights, you can do so GDPRHelp@lookers.co.uk. 

We aim to respond to all valid data requests or complaints within 30 days. If more time is needed, we’ll contact you to explain the reason for the delay. Our response will outline our findings and explain the outcome of our investigation.

If, after receiving our response, you remain dissatisfied, you can refer your complaint to the Information Commissioner’s Office (ICO).
Information Commissioner’s Office (ICO) – UK only
Website: ico.org.uk
Telephone: 0303 123 1113 / 0330 414 6421 (Welsh)

To learn more about how we handle your personal information, please see our Privacy Notice.

Small Print:
*Please note that the 8-week timeframe does not currently apply to complaints relating to Discretionary Commission Arrangements (DCA) or Non-Discretionary Commission (non-DCA) complaints. The Financial Conduct Authority (FCA) have extended the pause on issuing final responses for complaints on this matter from 4th December 2025 to 31st May 2026.
We will confirm within our written acknowledgement if your complaint relates to DCA or non-DCA commission and how it will therefore be handled, including the appropriate timeframe. If you already have an open complaint with us regarding this matter, in line with the extension of the pause, we will issue our final response to your complaint after 31st May 2026 at the earliest.
For more information about these temporary changes, please see www.fca.org.uk/consumers/car-finance-complaints.