Customer Concern Policy
Our Aim
Volkswagen Financial Services (UK) Limited is dedicated to developing lasting relationships with our customers and aim to fulfil their needs and expectations.
We are committed to always providing courteous and professional customer care, ensuring customers are treated fairly.
However, sometimes things can go wrong and when this happens, we encourage our customers to tell us about it so we can put things right. Therefore, if we haven't met your expectations, please tell us so we can look into this.
We take all concerns seriously, and any information shared with us is treated with the utmost care. Customer feedback helps us to deliver good outcomes and provides us with valuable insights which are used to improve quality of service.
Making us aware of your concerns
You can raise concerns to our Customer Resolutions Department in several ways:
- Online form(s): We have two complaint forms for personal customer complaints and business customer complaints.
- By email: You can also email us: customerresolutions@vwfs.co.uk. For concerns relating to the handling of your personal data, you may also contact our Data Protection team: DPO@vwfs.co.uk.
- By telephone (free phone): 0800 912 3564
- By post: Customer Resolutions Department, Volkswagen Financial Services (UK) Limited, Brunswick Court, Yeoman’s Drive, Blakelands, Milton Keynes MK14 5LR.
Motor Finance Commission Complaints
For specific information regarding motor commissions complaints, please see our Motor Finance Commission Complaints page. You can also find more information about these types of complaints on the Financial Conduct Authority website.
If you choose to contact us, please assist us by providing full details of your concern, together with any supporting documentation and contact details (including daytime telephone number). This information will help us to deal with your query promptly.
What you can expect
Following receipt of your complaint, we will acknowledge you within five working days and we will keep you informed throughout our investigation. Our aim is to resolve all complaints in a timely manner and we will issue you a final response detailing the outcome. In the event we are not able to resolve within eight weeks, a holding letter will be issued.
Your rights
In addition to raising your concern(s) with us, you also have the right to refer your complaint to independent third parties, as below:
Financial Ombudsman Service ('FOS') - if, after receiving an outcome to your complaint, you are dissatisfied, or if we have been unable to resolve your complaint within 8 weeks, you can contact the Financial Ombudsman Service. This service is completely independent and aims to help individuals settle disputes with financial firms.
We will also provide FOS details in our final response letter. Alternatively, you can visit the FOS website, here.
Information Commissioner (‘ICO’) - if you have previously submitted a data protection complaint and are not satisfied with the response you received from VWFS, you have the right to contact the ICO, the data protection regulator in the UK. Their contact details are as follows:
By post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
By telephone: 03031 231 113
Online form: https://ico.org.uk/make-a-complaint/
We will also provide ICO details in our final response letter.
Our Customer Concern Policy
Complaints Publication Report
Firm name: Volkswagen Financial Services (UK) Limited
Period covered in this report: 1st July 2025 to 31st December 2025
Brand / trading names covered: Audi Insurance, Audi Financial Services, Bentley Insurance Services, Bentley Financial Services, CUPRA Insurance Services, CUPRA Financial Services, Lamborghini Financial Services, MAN Financial Services, Porsche Insurance, Porsche Financial Services, SEAT Insurance, SEAT Financial Services, Škoda Insurance, Škoda Financial Services, Volkswagen Insurance, Volkswagen Financial Services, Volkswagen Commercial Vehicle Insurance, and Volkswagen Commercial Vehicle Financial Services.
| Product / service grouping | Provision (at reporting period end date)* | Intermediation (within the reporting period)* | Number of complaints (opened) | Number of complaints (closed) | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|---|
| Banking and credit cards | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Home Finance | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Insurance and pure protection | 1.14 per 1000 policies in force | N/A | 15 | 22 | 0.0% | 4.5% | 0.00% | N/A |
| Decumulation and pensions | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Investments | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Credit-related | N/A | N/A | 270,834 | 19,237 | N/A | N/A | 30.2% | N/A |
*Number of complaints opened by volume of business
VWFS along with other motor finance firms has received a significant increase in complaints linked to Motor Finance Commissions. The FCA has paused the usual 8 week deadline for issuing Final Responses for these types of complaints, therefore the figures above show a high number of unresolved complaints. For more information please see our Motor Finance Commission Complaints page.
Volkswagen Financial Services (UK) Limited. Registered office: Brunswick Court, Yeoman’s Drive, Blakelands, Milton Keynes, MK14 5LR.
Volkswagen Financial Services (UK) Limited is authorised and regulated by the Financial Conduct Authority (FCA) under registration number 311988. You can check this on the Financial Services Register by visiting www.fca.org.uk