At Charles Hurst, part of the Lookers Group, 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 customerfeedback@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 Charles Hurst which include but are not limited to:

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

How to contact our Customer Service and Complaint Resolutions Team


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

When you can expect a response:

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.

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

  • Complaints about the vehicle, sale and aftersale experience: We will aim to resolve your complaint within 3 working days from the date your complaint is acknowledged.

  • Complaint about how we have handled your data: Within 30 days we will either write to you with either a full response confirming the outcome of our investigation, or a response which confirms the progress of our investigation.

  • Complaint about your finance and/ or insurance: 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. 

    *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 20th November 2024. 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:

Vehicle, Service & Aftersales Complaints

Finance and Insurance Complaints

Data Complaints

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.

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. 

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.

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.

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:

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):

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 Motor Ombudsman (UK Only)

The Financial Ombudsman Service (FOS) (UK Only)

The Information Commissioner's Office (ICO) (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.

Website:
financial-ombudsman.org.uk

Telephone:
0800 023 4567
0300 123 9123

Address:
Exchange Tower,
London
E14 9SR

Email

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

The National Conciliation Service
(UK Only)

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

 

 

Website:
nationalconciliationservice.co.uk

Telephone:
01788 538 317

Address:
NCS
2 Allerton Road
Rugby
CV23 0PA

Email

Website:
www.fspo.ie

Telephone:
+353 1 567 7000

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

Email

*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 20th November 2024. 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


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