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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. You can use the drop down list below to switch between topics to make it easier for you to find the information you need.

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

If we have previously confirmed to you by e-mail that you have successfully met our eligibility criteria, we now need to decide whether a payment deferral is suitable, given your particular circumstances, for example, the term remaining on your agreement with us. We hope that you will appreciate that we have received a large number of payment deferral requests and these are taking some time to work through, so please continue to bear with us, you do not need to contact us, your monthly payments will not be collected in the meantime.

If we consider a payment deferral to be suitable, we will contact you by e-mail to provide you with a modifying agreement, which will set out the terms on which we are prepared to action your request. You will be provided with further instructions at that point and we will ask you to respond with your digital signature within 5 days to enable us to complete your request.

The new FCA guidance has given us the opportunity to review our current options available to customers who may find themselves in financial difficulty during this period. To support you we have now made available the option of a payment deferral for those who are in temporary financial difficultly as a result of COVID-19. Payment deferral requests are subject to a suitability check; this is to ensure that this will not worsen your financial situation, based on your individual circumstances.

A Payment Deferral is an arrangement which allows you to make no payments for up to 3 months. During this time your agreement will not be considered as in arrears or report any negative impact on your credit file.

Payment deferral requests are subject to a suitability check; this is to ensure that this will not worsen your financial situation, based on your individual circumstances.

Please read below for more information on what happens when you apply or click here to request a payment deferral using our online form.

If you are experiencing temporary financial difficulty as a result of COVID-19 you may wish to consider a break from your vehicle finance agreement, and use the payment deferral option. However it’s important to note that this is a temporary break to support you, and will mean your current term and/or monthly payment will increase.

If you were experiencing financial difficulty before the COVID-19 pandemic this option is unlikely to be suitable for a 3 month payment deferral. Additionally, if you are approaching the end of your finance agreement a payment deferral may not be in your best interest. Where a payment deferral is not suitable please do not be concerned, we have a range of alternative enhanced options to support customers in current financial difficultly due to COVID-19. Some of these include:

Agreeing an affordable repayment plan - up to 12 months;
Giving you breathing space to consider your finances - up to 60 days;
Allowing you to keep your vehicle for as long as possible - we will take all steps possible to allow you to keep the vehicle;
Extending your agreement - up to 6 months;
Refinancing your balloon payment, where it is due and you want to own the vehicle.

If you’re currently unsure how COVID-19 will affect your finances, there’s still time to consider the best option for you.

If you are currently not seeing an impact on your finances and can continue to make your payments, please do so. This will prevent any changes to your existing finance agreement.

Payment deferrals are for our customers who are finding themselves in temporary financial difficulty specifically due to COVID-19 and find themselves unable to pay their monthly payment.

To be eligible you must meet all of the criteria below:

You are experiencing temporary financial difficulty as a result of COVID-19;
Your finance agreement with us is as a private individual, sole trader, or partnership;
You have a live motor finance agreement.

Following this eligibility check we will stop payments from your account – please note however that if your next payment was due within 14 days from your request, we may be unable to stop it from coming out of your account. A further suitability check will then be completed to ensure that a payment deferral will not worsen your financial situation, based on your individual circumstances.

To be eligible you must meet all of the criteria below:

You are experiencing temporary financial difficulty as a result of COVID-19;
Your finance agreement with us is as a private individual, sole trader, or partnership;
You have a live motor finance agreement.

If you meet all of the eligibility criteria, you can read and complete the online request form here.

After your request has been received we will (subject to the eligibility check) stop payments from your account – please note however that if your next payment was due within 14 days from your request, we may be unable to stop it from coming out of your account. A further suitability check will then be completed to ensure that a payment deferral will not worsen your financial situation, based on your individual circumstances. If a payment deferral is deemed suitable we will be in contact to discuss how this will change your existing agreement term, monthly rental and potentially guaranteed future value.

After you have requested a payment deferral and have passed our initial eligibility check, we will stop your direct debit payments. (Please note that if your next payment is within 14 days we may not be able to stop your payment and will have to start the deferral from the following payment).

A further suitability check will then be completed to ensure that a payment deferral will not worsen your financial situation, based on your individual circumstances.

If a payment deferral is deemed suitable we will be in contact to discuss how this will change your existing agreement term, monthly rental and potentially guaranteed future value.

We have taken exceptional steps to support customers impacted by COVID-19 and are here to work with you to find a suitable solution and keep you in your vehicle, such as:

Agreeing an affordable repayment plan - up to 12 months;
Giving you breathing space to consider your finances - up to 60 days;
Allowing you to keep your vehicle for as long as possible - we will take all steps possible to allow you to keep the vehicle.

If you are experiencing financial difficulty please review our other FAQs for alternative options and contact us using this online form and provide as much information as possible about your current financial situation, this will support us finding a sustainable solution based on your individual circumstances.

If you would benefit from a payment deferral and meet the eligibility criteria above then you need to complete the online form here even if you have contacted us in the past.

If you have already completed this form and have not heard back, we ask you to please be patient as we deal with extremely high volumes.

Any payments deferred will not be considered as in arrears or report as a negative impact on your credit file.

Any pre-existing arrears will continue to report at the same level during the payment deferral period.

If you feel your credit file is incorrect please request a ‘notice of correction’ with the Credit Reference Agencies directly.

If you were experiencing financial difficulty before the COVID-19 pandemic this option is unlikely to be suitable for a 3 month payment deferral. If you are in arrears resulting from COVID-19 then we will review how these payments in addition to those deferred would increase your future rentals and/or term.

Where a payment deferral is not suitable please do not be concerned, we have a range of alternative enhanced options to support customers in current financial difficultly due to COVID-19. Some of these include:

Agreeing an affordable repayment plan - up to 12 months;
Giving you breathing space to consider your finances - up to 60 days;
Allowing you to keep your vehicle for as long as possible - we will take all steps possible to allow you to keep the vehicle;
Extending your agreement - up to 6 months;
Refinancing your balloon payment, where it is due and you want to own the vehicle.

Please get in touch via our financial diffciulties form and we will be in touch to help you find a sustainable solution.

Subject to verification and eligibility checks we will stop your payments within 72 hours.

If your next payment is due in the next 14 days we may not be able to stop this payment from coming out of your account.

If we are unable to verify you from the information provided on the form we will be in contact.

If a payment deferral is deemed suitable we will be in contact to discuss how this will change your existing agreement term, monthly payment and potentially guaranteed minimum future value.

After your payment deferral period has finished we will automatically start collecting your monthly payment again, so please do not cancel your direct debit as this may have a negative impact on your credit file.

If you are still in financial difficulty after the payment deferral please get in touch with us again and we will work with you to find the best outcome for you.

The payments delayed during the payment deferral period will need to be paid by increasing the amount of future monthly payments and in some cases, by extending the term of your agreement with us. After we have received your completed payment deferral request form we will be in touch to discuss the options available for your agreement.

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 – up to 12 months;
Giving you breathing space to consider your finances – up to 60 days;
Allowing you to keep your vehicle for as long as possible- we will take all steps possible to allow you to keep the vehicle.

If you are experiencing financial difficulty please contact us and provide as much information as possible 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

An arrangement to pay - This is an informal agreement to allow you to spread the payment of arrears over a period of up to 12 months in equal instalments. During this time your ongoing monthly direct debit will continue to operate as normal. You will not be charged any additional interest or fees during this period and we will work with you to ensure that any arrangement to pay is affordable and suitable, taking into account your circumstances.

Token Payments – This is where we will accept a part of a rental to be paid in advance of the direct debit payment date before a customer goes into arrears. This option would be suitable for customers that are unsure as to whether they can afford to pay their rental in 1 payment or potentially get paid weekly and want to spread the payments.

Breathing space 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 COVID-19. 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 you.

If you fall into arrears this will be reported to credit reference agencies however we’re 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.

Our retailers are physically closed in line with the government guidance to COVID-19. However some still remain open to support keyworkers with essential maintenance of their vehicles. All locations are still open digitally and able to accept enquiries through their website or phone. Please find details of your nearest retailer by visiting the brands website.

In order to protect our staff and continue supporting our customers we are providing a reduced telephony service. We’re now only taking calls between 9am-5pm, Monday to Friday. Please only call if your query is urgent. If you find yourself in financial difficulty please complete this form. As detailed below you can use our websites for information and alternative methods of managing your finance agreement. We thank you for your patience and understanding at this challenging time.

Once we have received your enquiry we will be working on getting a response to you as soon as we can. Due to high volumes of customers contacting us, our response times will be much longer than usual.

Please do not send duplicate enquiries unless your situation changes, the more contact we receive delays how long it will take us to respond. Be assured we are prioritising our most vulnerable customers and those in financial difficulty.

Thank you for your patience, we are working as hard as we can to provide an answer for you.

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 60 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 90 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.

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}

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.

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

Why have I not yet received confirmation of my Payment Deferral?

How has the new FCA guidance affected my options?

What is a payment deferral (also referred to as a ‘payment holiday’ or ‘payment freeze’)?

Is a payment deferral right for me?

How do I qualify for a payment deferral?

How do I get a payment deferral?

When will my payment deferral start?

What other options do I have if I can't take a payment deferral?

I have already contacted you regarding a payment deferral and I wasn’t offered one, do I need to get back in touch with you?

Will this affect my credit rating?

Do I need to cancel my direct debit?

Do I have to take the full 3 month payment deferral?

Can I take a payment deferral if I have already missed payments?

Once I have submitted the form, how long will I wait to hear back?

What happens when my payment deferral ends?

What if I have more than one finance agreement?

Will I need to provide evidence of my COVID-19 related financial difficulties or complete an affordability test?

Can I just cancel my direct debit and take a payment deferral that way?

Will my agreement term be extended as a result of the payment deferral?

If I need to take a payment deferral will I be charged interest?

Will my future monthly payments increase?

Can I take a payment deferral on a servicing or maintenance agreement?

I'm experiencing financial difficulty

What could an affordable repayment plan look like?

What does 'breathing space' mean?

What if I fall into arrears?

What to do in the event of a bereavement

My contract is ending soon, what are my options?

What happens if my vehicle was due to be collected?

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

My service plan is due to expire and I can’t book in for a service, what should I do?

Can I still visit a retailer?

Can I still apply for a new finance agreement?

I tried contacting you but can't get through

I've emailed or completed a form a few times and not had a reply

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?