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Complaints process

If you are unhappy with the service or product you have received from us, we’d like to try and put things right.

All feedback we receive is reviewed and investigated to reach a fair and neutral decision, and one we hope you’ll be satisfied with.

Our aim is to conclude all complaints within 5 working days.

Get in touch

Email: MBheadoffice@lookers.co.uk


Customer Experience Manager
Joe Tomlin
07983 469669

Customer Resolutions Executive

Natasha Brunger

07968 627318


We’re here

8.30am – 5:30pm Monday – Friday

Codes of Practise:

We are committed to an open, transparent and fair way of doing business. As such we have subscribed to the Motor Industry’s Code of Practise as below, designed to make the Motor Industry fair for all customers.

  • Honest and fair services
  • Open and transparent pricing
  • Completed work as agreed
  • Invoices that match quoted prices
  • Competent and conscientious staff
  • A straightforward, swift complaints procedure

Complaint escalation

If for any reason you are unhappy with our conclusion to your complaint, please be aware that you can escalate the matter further.

The Motor Ombudsman is the automotive dispute resolution body who can assist with further council between consumers and Code-accredited businesses. The Motor Ombudsman is an independent and fully impartial body.

You can contact them free of charge on their Consumer Advise Line: 020 7344 1651

Or visit their website on http://www.themotorombudsman.org

Please Note: Complaints concerning financial products or insurance are regulated by the Financial Conduct Authority (FCA) and follow a different procedure in-line with FCA regulations. Please visit www.lookers.co.uk/web/customer-complaints-policy for more details.