Customer Concern Policy
Our Aim
Volkswagen Financial Services is committed to providing courteous and professional customer care at all times and ensuring our customers are treated fairly.
Therefore, if you think we may have made a mistake or feel that we do not meet your expectations, we want to know so that we can investigate the matter further.
All information is treated seriously and we endeavour to resolve any concerns both promptly and fairly.
Making us aware of your concerns
If you have a concern or complaint, please contact our Customer Resolutions Department, Volkswagen Financial Services (UK) Limited, Brunswick Court, Yeoman’s Drive, Blakelands, Milton Keynes MK14 5LR.
You can use our Online Complaints Form
You can also email us: customerresolutions@vwfs.co.uk
Or use our free phone number: 0800 912 3564
Please provide full details of your concern, together with any supporting documentation and contact details (including daytime telephone number). This will help us to deal with your query promptly.
How we respond
- Following receipt of your complaint, we will acknowledge within five working days.
- We will keep you informed of our progress throughout the the investigation of your complaint with an aim to resolve in a timely manner.
- Once resolved we will send you a final response detailing the accepted outcome, in the event we are not in a position to resolve within eight weeks, a holding letter will be issued.
The Financial Ombudsman Service
After receiving an outcome to your complaint from VWFS, you can contact the Financial Ombudsman Service if you remain dissatisfied.
This service is completely independent and was set up by law to help settle individual disputes between customers and financial firms.
We will communicate details of the Financial Ombudsman Service with our final response letter.
To visit the official Financial Ombudsman Service website please click here.
Discretionary Commission Arrangement Complaints
If your enquiry relates to motor commission and you would like to establish if a discretionary commission arrangement applied to your agreement, please email commissionclaims@vwfs.co.uk and include details of the agreement(s) your enquiry relates to, your preferred contact method, an up to date address and the reason for your complaint, we can then refer your enquiry promptly to the relevant team.
Alternatively you may use the Discretionary Commission enquiry form
For more information, please see our Discretionary Commission page
You can find out more about the Financial Conduct Authority and car finance complaints by visiting fca.org.uk/carfinance
Customer Complaints Data
Volkswagen Financial Services (UK) Limited is dedicated to developing lasting relationships with our customers and aim to fulfil their needs and expectations.
However, sometimes things can go wrong and when this happens VWFS encourages its customers to tell us about it.
Customer feedback and complaints provide VWFS with valuable insight into our customers' needs and wants. This information is used to improve the quality of service and VWFS can learn from the mistakes made.
It is equally important that the issues raised are dealt with fairly and that we consistently deliver appropriate outcomes.
Complaints Publication Report
| Firm name | Volkswagen Financial Services (UK) Limited |
|---|---|
| Period covered in this report | 1st January 2024 - 30th July 2024 |
| Brands / trading names covered |
Audi Financial Services Bentley Financial Services SEAT Financial Services Škoda Financial Services Porsche Financial Services Volkswagen Commercial Vehicle Financial Services Volkswagen Financial Services Volkswagen Insurance Services |
Number of complaints opened by volume of business
| 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 | N/A* | N/A | 3 | 3 | 0.0% | 100.0% | 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 | 81,945 | 19,871 | N/A | N/A | 29.9% | N/A |
VWFS along with other motor finance firm has received a significant increase in complaints linked to Discretionary Commission Arrangements. 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 Discretionary Commission page.
Complaints in the ‘Insurance and pure protection’ category relate to the alleged PPI mis selling and/or non-disclosure of PPI commission.
*Volkswagen Financial Services (UK) Limited ceased the marketing of PPI products in January 2011.
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.