Customer Concern Policy

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:

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

The Financial Conduct Authority issued a statement on 11th January 2024, detailing a change to the way motor finance complaints relating to Discretionary Commission Arrangements are handled.

This change means the usual 8 weeks given to respond to complaints is paused where we identify that the commission model used was a Discretionary Commission Arrangement. This means you can still complain to us, but we will not have to respond to your complaint until after 25 September 2024, at the earliest.

This applies to your complaint with us if:

·      you used car finance to buy a car before 28 January 2021, using either Solutions Personal Contract Plan (PCP), Hire Purchase or Lease Purchase

·      Volkswagen Financial Services and your Retailer  had a Discretionary Commission Arrangement 

This doesn’t apply if: 

·      your finance agreement had a 0% APR 

·      you used car finance to buy a car on or after 28 January 2021 

·      you used a hire agreement, such as a Contract Hire or Finance Lease

If this doesn’t apply to you, then our standard complaints procedure will apply.

In addition, the Financial Conduct Authority has extended the time customers have to take this type of complaint to the Financial Ombudsman Service. Usually, you have to take your complaint to the Financial Ombudsman within 6 months of getting a final response from your provider, but the FCA has extended  this referral period to 15 months if you were sent a final response from us between 12 July 2023 and 20 November 2024.

If your enquiry relates to motor commission and you would like to establish if a discretionary commission arrangement applied to your agreement, please email 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

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 July 2023 - 31st December 2023
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 0 0 0.0% 0.0% 0.0% 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 12,540 13,230 N/A N/A 41.5% N/A

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