Our first meeting with JLR’s UK Director of Client Care and Head of Legal for Supply Chain was courteous and constructive. Both appeared genuinely concerned about members’ experiences and keen to understand the evidence our community has assembled.
The Director of Client Care told us they were particularly keen to improve the customer experience. They said they were concerned to hear members describe experiences that were poor and inconsistent, and wanted to investigate them. They want existing Jaguar owners — including those who bought their I-PACE used — to know that the brand has not moved on from them. That is welcome. Delivery now matters.
Correction, 2 October 2026: An earlier version of this update said JLR recognised that customer experiences had been inconsistent and too often poor. JLR has clarified that it was concerned to hear members describe those experiences and wants to investigate them. We have corrected the attribution above. Read our update on JLR's written response.
The meeting allowed us to explain our letter directly, put members’ experiences behind the headline numbers and ensure senior JLR leaders understood why owners need a proper resolution.
A useful introduction. Now we need substance.
We see the meeting as the start of constructive work with JLR. Without firm commitments and dates, members will reasonably fear another delay.
We requested a board-level statement to I-PACE owners setting out how members' concerns raised in the survey will be addressed.
What we heard — and what remains unanswered
JLR showed real interest in the data and customer experiences we are collecting. However, it offered no substantive update on H570, H571 or H572. A programme offering full high-voltage battery replacement, as other manufacturers have provided when facing comparable EV battery problems, does not appear to be imminent.
Our member survey was clear: Full HV Replacement won, with 681 selections and 420 preferred votes from 847 responses. A Fair Buy Back also received strong support. JLR now needs to respond with a credible route forward for affected owners.
JLR asked about access to member data
JLR representatives were very interested in our evidence and customer experiences, linked to VINs, which would allow cases to be matched to individual vehicles. Disconnects among retailers, dealer groups, and JLR may help explain why nobody has a complete view. At the same time, authorised dealerships use TOPIx, so JLR already have a rich source data to analyse.
We also challenged JLR over members’ reports that approaches to its direct customer support channels went unanswered or were dismissed. Whatever the internal boundaries, owners should not have to reconstruct JLR’s own case record.
We do not currently have members’ permission to share their records, VINs or experiences with JLR, and we will not do so. If JLR makes a useful, properly safeguarded proposal, we will explain it to members first and ask each person for explicit consent. Only data from members who choose to take part would be shared.
Any proposal would need a clear purpose, appropriate privacy and security safeguards, defined access and retention arrangements, and a credible explanation of how sharing the data would help affected owners.
The commitment we now need
JLR said it will send minutes based on notes taken by its Head of Legal for Supply Chain. Our substantive ask is one clear commitment: a board-level statement to I-PACE owners setting out how JLR will resolve the high-voltage battery issue to the satisfaction of affected owners.
We asked JLR to provide a written statement that we can share with members by the end of next week, before the launch of its new car. Owners have endured recalls, restrictions, repeat visits and uncertainty for long enough. A prompt, substantive response is now needed.
Once we have a response, we will be sharing it with all members and the media.
What happens next
We want this introduction to become a productive relationship and lead quickly to the fair, dependable resolution owners have asked for. After the deadline, we will publish JLR’s response or report that none was received.
If the response does not satisfy members, the group will consider its next steps, including legal avenues.
Can you help?
Thank you to everyone who has recently volunteered to help. We believe we now have sufficient legal and litigation experience for the current stage, although more can only help. We would be particularly interested to hear from members with media or public relations experience, or relevant press and media contacts.