To
Customer Care / Head Office
Volkswagen UK

Dear Sir/Madam,

I am writing to formally escalate a complaint regarding my vehicle (Vehicle Number: LL75XSV) purchased from ID.7 Volkswagen South Gate on 1st January 2026.

At the time of delivery, I noticed two minor scratches on the vehicle. I immediately brought this to the attention of the dealership staff member, Dornal, who inspected the car and assured me that:

- I would be booked after two days and the scratches would be repaired within two hours, and
- The rear mats were not available at the time of delivery and would be delivered to my home at a later date.

Despite these assurances, it has now been 20–25 days, and neither the scratches have been repaired nor the rear mats delivered.

In addition to this, I am experiencing a serious issue with the vehicle’s charging cable. When I connect the charger at night, the charging automatically stops on multiple occasions without any clear reason. This issue has occurred several times and suggests a possible fault with the charging cable or charging system, which is extremely concerning for a newly purchased vehicle.

Throughout this period, I have attempted to contact the dealership reception several times. Unfortunately, my calls are either unanswered or I am repeatedly told that I will receive a callback, which never happens. On one occasion, I was told I would be contacted the following morning; however, when I called again, I was informed that the staff member was busy and would call later. This level of customer service is unacceptable.

As a Volkswagen customer, I expect all commitments made at the time of purchase to be honored and any vehicle defects to be addressed promptly. I therefore respectfully request your immediate intervention to ensure that:

- The scratches on my vehicle are repaired without further delay,
- The rear mats are delivered immediately, and
- The charging cable and charging system are fully inspected and the fault resolved.

If this matter is not resolved promptly, I will have no option but to escalate the issue further through the appropriate consumer complaint channels.

I look forward to your urgent response and a swift resolution.

Yours faithfully,

Mohammad Sulaman Yousaf Rani
📞 07780789548
📍 London
Vehicle Number: LL75XSV