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Coronavirus (COVID-19) update

Coronavirus (COVID-19) update

We know that Coronavirus is causing disruption to everyone’s lives, but we want to assure you we are doing our utmost to support you as this unprecedented situation continues to evolve.

We continue to work with our sister companies in the wider Volkswagen Group - Audi, Volkswagen, SEAT, ŠKODA, Volkswagen Commercial Vehicles, Bentley, Lamborghini and Porsche - to provide finance products.

We are currently experiencing an exceptionally high number of queries and remain dedicated to working through these to provide the answers and support you need. We want to thank you for you patience at this time, and to help us we ask you only contact where urgent. If you have already done so you can rest assured it may take a couple of weeks but we will get back to you, so there is no need to contact us again if your situation hasn’t changed.

Our phone lines remain open for vulnerable customers and key workers, and we have developed a host of web forms to enable you to get in touch with us if you need support. All of these options can be found below, as well as some comprehensive FAQs which we are frequently updating to answer the most common queries. 

To ensure everyone has access to this information, you can view an accessible version of this page here: http://covid.reciteme.com/vwfs-contact/

Following the Financial Conduct Authority’s final temporary guidance on Friday 24th April, we began offering payment deferrals (also referred to as ‘payment holidays') from Monday 27th April.
 
To make sure we provide the best support for you at this time please carefully read the following guidelines around eligibility for payment deferrals.
 
You can apply for a payment deferral if you meet both of the following criteria:

1) You are experiencing temporary financial difficulty as a result of COVID-19;
2) Your finance agreement with us is as a private individual, sole trader, or partnership;
 
Please note that payment deferral requests are subject to a suitability check, this is to ensure that this option will not worsen your financial situation, based on your individual circumstances.
 
For any questions you may have about payment deferrals we have created a specific section of FAQs further down this page.
 
If you are eligible for a payment deferral and would like to apply you can use the Payment Deferral request form. 
 
If you do not meet these eligibility criteria please do not be concerned, we are still here to help and have other options which could be more suited. Please review our FAQ section for other options and complete the financial difficulties form and we will be in touch.

Manage your agreement online 

If you’d like to see details of your finance agreement you can view and amend your contact details, payment date, vehicle registration as well as request certain documents, a settlement figure, or make a payment for any arrears using your online account.

Please select your relevant brand to login or register:

VOLKSWAGEN, AUDI, SEAT, ŠKODA, VOLKSWAGEN COMMERCIAL VEHICLES, BENTLEY, PORSCHE, LAMBORGHINI

If you are a VWFS | Fleet customer, contact your account manager.  

If you have a specific concern, please complete one of the online forms found on this page. 

If you have a Finance Lease or Business Contract Hire agreement you can't currently manage your account online. Please use the other options on this page to get in touch. 

Online forms 

In order to help you as quickly as possible with your query the best way to provide your information to us is by completing one of the online forms below. There’s no need to submit your form more than once, we’re working hard to review all queries and will come back to you as soon as we can.

  1. Have concerns about your financial situation
  2. Would like to request a payment deferral
  3. Have a question about your agreement
  4. Would like to open a new complaint or require an update on an open complaint

FAQs

We are trying to provide as much information as we can via our FAQs, which are constantly being updated to help answer your queries during this difficult time. You can use the drop down list below to switch between topics to make it easier for you to find the information you need. 

Phone

We have made the difficult decision to reduce the opening hours of our phone lines. This is so we can support our most vulnerable customers and those who have already contacted us.

Our phone lines are currently open 9am-5pm Monday to Friday. Outside of these times we are still working hard to answer your queries via our online forms and email. Thank you for your patience during this time.

If you are in financial difficulty please fill in this form and we will respond as soon as we can.

We ask you to please only call us if your query is urgent, selecting the relevant number below:

Volkswagen Financial Services 0370 010 2022

Audi Financial Services 0370 010 2007

Volkswagen Commercial Vehicles Financial Services 0370 010 2080

ŠKODA Financial Services 0370 333 4449

SEAT Financial Services  0370 333 4446

Bentley Financial Services 0370 900 3100

Porsche Financial Services 0344 871 0902

MAN Financial Services 0330 100 8954

Complaints

If you are unhappy with the service provided to you in relation to your finance agreement, please use the options below to get in touch.

We currently have a reduced telephony service and are experiencing a high volume of calls, so please only call if your query is urgent.

Online Complaints Form

Freephone: 0800 912 3564

You can also view our full customer concern policy online.

Financial Difficulties

If you are experiencing problems in making a payment towards your agreement, please contact us. We are here to help with a variety of options.

Independent financial advice can be obtained from your local Citizens Advice Bureau.

Free debt management advice is available from Stepchange on 0800 138 1111 or www.stepchange.org/