The service is currently unavailable. Please try again later.

woman-sitting-with-tablet-and-head-phones

Frequently Asked Questions

Support if you have been affected by Coronavirus (COVID-19)

If you've been financially affected due to Coronavirus and you're worried about your payments with us, we're here to help. So that we can help the customers who are in the most vulnerable situations, we would like to ask you to only call if your query is urgent.

Below we have gathered all the relevant information to help you at this time. We will be making sure this is kept up-to-date as the situation evolves.

We would also encourage you as our valued customer to stay safe and regularly review Coronavirus (COVID-19) updates through the NHS website.

If you have fallen into arrears or are concerned that you may fall into financial difficulties as a result of COVID-19 please do not be alarmed, we are taking exceptional steps to support customers impacted by COVID-19. You may still receive our standard letters informing you of these arrears, however we are here to work with you to find a suitable solution and keep you in your vehicle, such as:

Agreeing an affordable repayment plan over an extended period of time
Giving you breathing space to consider your finances (for up to 60 days)
Allowing you to keep your vehicle for as long as possible

If you are experiencing financial difficulty please contact us on the form here and provide us with us much information about your current financial situation as you can.

You can also obtain independent financial advice from your local Citizens Advice Bureau or free debt management advice from Step change on 0800 138 1111 or www.stepchange.org.

If we have confirmed with you that you have ‘breathing space’ it means that for up to 60 days, we will not contact you or chase you for payment, to give you time to consider your finances. During this period your direct debit will continue to operate as normal and you may still receive our standard customer letters. You will not incur any charges, fees or additional late payment interest during this time. After this period, we will work with you to agree a suitable and affordable plan to pay those amounts which you were unable to pay due to Coronavirus. Your monthly payment and the amount of interest you pay will not increase for the remaining term of your finance agreement. We consider that by using all of our available tools, this will help us to ensure a fairer overall outcome for our customers.

If you fall into arrears this will be reported to credit references agencies however VWFS is working with the regulator to best understand how the current situation may impact individuals and businesses so that we can support you. We will do everything we can to prevent this situation impacting your future ability to obtain appropriate credit.

In order to protect our staff and continue supporting our customers we are providing a reduced telephony service. Please only call if your query is urgent. If you find yourself in financial difficulty please complete this form. You can also view your account online for information and alternative methods of managing your finance agreement on our contact us page. We thank you for your patience and understanding at this challenging time.

Not sure on what your options are for your finance agreement? Please visit our pages on what to do at the end of your agreement for information on all of our finance products.

If you want to discuss an option please contact us using our general enquiries form, including as much detail as possible. Please note that response times will be longer than usual as we are prioritising vulnerable customers and those in financial difficulty.

With the rapidly developing COVID-19 situation we are following government advice, and working with our Volkswagen Group retailer network to take the appropriate actions to maintain the safety of customers and staff.

Our Volkswagen Group retailer outlets are working responsibly within their communities and complying with government advice. Enquiries in many locations continue to be welcomed via telephone and digital contact.

For everyone’s safety and convenience, if you need urgent vehicle maintenance, please check your local retailer’s service availability by telephone or visiting their website.

Due to the Government guidelines we are now unable to collect your vehicle when planned. We will be in touch as soon as our agents are able to arrange collection.

In the meantime, please follow these below steps;

The vehicle must not under any circumstance be driven*
Keep the vehicle safe, locked, secure and where possible store the vehicle off the road and on private land
Please remove all personal belongings, keys and keyless entry devices
In the event the vehicle is stolen or damaged by fire, you must immediately notify us and the police and obtain a crime reference number

Please note, you will not be charged your monthly payment for the period between your contract end date and collection. Standard end of contract terms will still apply for damage and excess mileage once the vehicle is collected and inspected

^{*The vehicle will be uninsured and must not be driven; Under s143 of the Road Traffic Act 1988 it is an offence to use (or permit to be used) a motor vehicle on a road or other public place when there is not in force in relation to the use of the vehicle such a policy of insurance in respect of third party risks as complies with the Road Traffic Act}

Additional FAQ's

If you have a regular enquiry about your agreement, you can find all the information you need below.

If you wish to reduce the balance of your credit Agreement (i.e. you make a partial payment) you must contact Volkswagen Financial Services and inform them if you want to reduce the monthly repayments or shorten the remaining term. Once the payment is made the finance Agreement will be re-calculated. Any partial payment made is in addition to your agreed repayment amounts and does not mean that you can pay less the following month(s), or increase your agreed repayment amounts. Please visit our Partial Payments page for more information.

You can make as many additional partial payments of any amount you wish, as long as Volkswagen Financial Services has been notified verbally or in writing. Without this notification, no payment will be processed. A partial payment must be cleared funds before it can be applied to your agreement.

We will tax and provide roadside assistance for every year of your agreement. The DVLA has introduced an online vehicle road tax system; this letter acts as confirmation that your vehicle will be taxed during the duration of your agreement in accordance with DVLA requirements. For more information on this please visit www.gov.uk/tax-disc

It is important that you continue to pay all monthly payments when due until the matter is resolved. If your vehicle has been in an accident and is not a total loss then you will need to have this repaired at one of our approved retailers, you can find the nearest one to you through nearest retailer link.

However if your vehicle has been deemed a total loss as it has been stolen or written off you will need to get in contact with us in order that we can advise of the full process depending on the finance product you have. Please have to hand the last known mileage of the vehicle, the name of your insurance company and any reference numbers you have for them.

Please click here for more information on how to contact us.

If you have a Solutions (PCP), Hire Purchase or Lease Purchase finance agreement with us, you can take your vehicle to any country in the European Union for up to 90 days a year. For all other foreign trips, you’ll need to ask our permission.

If you have a Contract Hire finance agreement and want to take your car overseas, you’ll need a VE103 Foreign Travel Authority certificate, which can be obtained by completing the online form here.

This is valid for a year and means you can travel for up to 60 days in Europe. Expect it to arrive within 14 days of your request.

If you take your car abroad, always make sure you have adequate insurance cover.

Private individuals can log in and update contact details instantly using their online account. Please select the brand your finance agreement is with below to login or register:

If you have a Solutions (PCP) or Lease Purchase finance agreement with us you may be able to spread the cost of the balloon. We can consider arranging this for you subject to your status and satisfactory payment history.

Should you wish to be considered for this option please contact us at least 1 month prior to the end of your agreement, in order for us to advise you of the process, provide a quote and submit your details for an underwriting decision in a timely manner.

Solutions - Once you have advised us that this is your chosen option, towards the end of your agreement we will contact our collection agents to contact you and arrange a convenient time to inspect and collect the vehicle.

Contract Hire - We will contact you 4 months before the end of your contract to advise you that the agreement is coming to an end. Our collection agents will then contact you to arrange a convenient time to inspect and collect the vehicle.

Not sure on what your options are for your finance agreement? Please visit our pages on what to do at the end of your agreement for information on all of our finance products.

Part 9 of the V5 needs to be completed and returned to the DVLA. It will only need your signature, not the collection agents, and the details for the registered keeper will be Volkswagen Financial Services.

Our address is: Volkswagen Finance, Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes, MK14 5LR

It is your responsibility to pay any fines you get in your vehicle, such as congestion charges, bus lane fines, speeding and parking fines. However for Contract Hire agreements, as we are the registered keepers of the vehicle, we may have to pay the fine on your behalf. If we do, we will invoice you, plus an administration fee plus VAT.

Any regulated purchase product(s) sold after the 27th November 2010, with a balance financed up to and including £60,260 are covered by the CCD. Agreements where the balance financed is in excess of £60,260, are with businesses that have exempted themselves, or are for hire products, remain unaffected.

You can log in to your online account to see all of your agreements. If you haven't signed up before registration is quick and easy. Please select the brand relevant to you below to login or register:

Firstly, we offer our sincere condolences at this difficult time. Please call us where you will be able to speak to a dedicated specialist who will provide information and support to guide you through the process of bringing the matter to an efficient and satisfactory conclusion, as compassionately as possible. Please visit our contact us page.

Should you prefer to notify us in writing please send us a letter, including your contact details, along with a copy of the death certificate to:

Volkswagen Finance, Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes, MK14 5LR

Having financial difficulty relating to COVID-19?

What does 'breathing space' mean?

If I cannot pay for my vehicle will my credit file be affected?

I have tried calling you, but I cannot get through

My finance agreement is ending soon

Can I apply for new finance?

Can I still visit my Retailer?

What to do in the event of a special circumstance

If I cannot currently book in for a service will my service plan still be valid?

My vehicle collection has been cancelled what should I do?

Can I pay a lump sum amount off my agreement?

How do I make a partial payment?

How many times can I make a partial payment during the finance agreement?

What is an Amortisation Statement?

Please could you provide an explanation of the figures on my annual statement?

Am I required to renew the Road Fund License (RFL) for my Contract Hire vehicle?

Does my vehicle require insurance, tax and an MOT when returning to you?

My vehicle has been involved in an insurance claim - what should I do?

What do I need to do if I am planning on travelling abroad with my vehicle?

I've changed my personal details, what do I need to do?

Can I re-finance the optional final (balloon) payment on a Solutions (PCP) or Lease Purchase Agreement?

Who arranges the collection of my vehicle at the end of my agreement?

I would like to keep my car but cannot afford the final balloon payment, what are my options?

Why do I have to pay an acceptance and option-to-purchase fee? What are they for?

Once I have made all payments on my agreement, how long until I can recieve a clearance letter?

What are my options at the end of the finance agreement?

How do I complete the V5 when returning the vehicle to you?

If I incur any fines / congestion charges what do I do?

What is the Consumer Credit Directive (CCD) ?

What type of finance agreement is covered by the Consumer Credit Directive (CCD)?

What are the contact details for insurance?

How do I obtain a copy of my agreement?

What to do in the regrettable event that a customer passes away?