During your agreement

If you’ve changed your name, address or any other personal details, please let us know. It means we can keep your agreement up to date – and valid. And make sure we can always contact you and give you great service, without any hold-ups or disruption.

You can update contact details - including your marketing preferences - instantly in your online account. Just choose your brand below:

Alternatively, if you are a business customer you can update your details by completing the online form here.

If you have a Contract Hire agreement, as we are the registered owner and keeper of the vehicle, the process of assigning or removing your personalised number plate will need to go through us. Please contact us on FleetPersonalisedNumberPlate@vwfs.co.uk. 

If you need to discuss your personal details or vehicle registration with us you can find our contact details here.  

We know it can be a hassle to keep everyone up to date when you change your bank details. So we’ve made it really simple for you - just login into your online account and update your details in a matter of minutes. Choose your brand below: 

Alternatively, if you are a business customer you can update your Direct Debit details by completing the online form below:

If your agreement is as a limited company you need to print off, fill in, and sign the direct debit mandate form below and return it to us in one of the following ways:

1. Contract Hire or Finance Lease customers can email it to Fleet.Administration@vwfs.co.uk
2.  Solutions (PCP), Hire Purchase and Lease Purchase customers can email it to customerservices@vwfs.co.uk 
3. All customers can post it to: Volkswagen Financial Services (UK) Ltd., Customer Services, 1 Delaware Drive, Milton Keynes, MK15 8HG, UK

We care about your security, so we’ll need a separate form for each agreement you have with us. So, for example, if you have a Solutions (PCP) agreement and a Fixed Cost Maintenance plan, we’ll need two forms.

We’ll need your new bank details at least 14 days before your next payment is due. If it’s due sooner than that, you may have to pay in a different way – contact us to find out more. 

The new account must be in the name of whoever has the agreement.

Depending on your agreement, you may be able to move your payment date forward or back by 21 days. But you’ll need to tell us at least 14 days before your next payment. You can change your payment date once a year. All you need to do is login to your online account by choosing your brand below and we will do the rest: 

Please note amending your payment date will not amend your end-of-contract date.

If you need to talk to us about your payment date you can find our contact details on the contact us page.   

You can only change your mileage on a Contract Hire or Fixed Cost Maintenance agreement.

For Fixed Cost Maintenance customers, we can only increase your mileage. If you do that, you can’t return to the previous lower limit later on.

For Contract Hire customers, we can’t make any changes if your agreement is in its first or last six months. Other key points to note:

• Mileage can only be changed once a year 
• Changes must be at least 5,000 miles up or down 
• Your allowance must be a minimum of 5,000 miles a year
• Total allowances over the lifetime of your agreement can’t exceed 120,000 miles (150,000 miles on Volkswagen Commercial Vehicles) 

Updating your mileage will result in changes to your agreement, so you need to contact us for a quote using the online forms below: 

If you accept the quote, there’s a £60 fee to cover the work involved in amending your agreement (Contract Hire only).

It is important to note that if you exceed the mileage set on your agreement on any of our products you will be charged excess mileage costs when you hand the vehicle back. If you are concerned about this you should contact your retailer who will be able to advise on your individual situation. 

If you have a PCP, Hire Purchase or Lease Purchase agreement you are able to make a partial payment towards your agreement to reduce the monthly rentals or shorten the term of the agreement. You are able to do this as often as you wish, however the minimum the monthly rental can be reduced to is £50.00 and the minimum the term remaining can be reduced to is 1 month. 

Once the payment is made the finance agreement will be re-calculated and confirmation will be sent in the post. If you are in arrears, any partial payment will be used to clear that arrears debt first, then the remainder can be put against term or rental.

You can use the partial payments online form to make a payment. 

Please note if you have a Contract Hire or Finance Lease agreement you are unable to make any partial payments.

If you have a Finance Lease, Hire Purchase, Lease Purchase or Solutions (PCP) finance agreement with us, no action is required. Your agreement states you can take the vehicle abroad (European destinations only) for a maximum of 60 days. However, please ensure that you have adequate insurance cover.

If you have a Contract Hire finance agreement with us and wish to take the vehicle abroad, you will need to obtain a VE103 Foreign Travel Authority certificate from us. Requesting one is easy, just use our online form. 

You still need to ensure that you have adequate insurance cover, and you will be sent your VE103 Foreign Travel Authority certificate within 14 days of your request, but please note this is valid for one year only and allows travel for up to 90 days in mainland Europe.

Its also important you are aware of the local driving laws, and are prepared for travelling through a city that requires a low emissions sticker. 

We’ll keep you regularly updated on the status of your agreement, but you can use your online account to check in whenever you like. You can see your full agreement and depending on your agreement type you can view:

• Annual statement - it marks the anniversary of the date your agreement started and shows all the payments made up until then. You can download a guide to your annual statement which will help explain the document. 
• Statement of accounts - simply choose two dates, and we’ll tell you all the payments you made in that period. 
• Amortisation statement - avaliable for regulated agreements, this shows what’s left to pay on your account – both capital and interest – from the date you request a copy until the end of your agreement.
• VAT schedule - a copy of your VAT Schedule for Contract Hire or Finance Lease agreements. It shows all the payments due for up to 12 months.

Simply choose your brand below to login and view your statements anytime.

Please note if you are a business customer, or your agreement is in your business name you need to use the links below to request the relevant statements. You can also use these forms if you do not want to set up an online account: 

For Contract Hire agreements we will tax and provide roadside assistance for every year of your agreement. The DVLA has introduced an online vehicle road tax system; and we will send a letter at the start of your agreement 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.

For all other agreements it is your responsibility to renew the RFL as appropriate.

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 Contract Hire customers must have this repaired at one of our approved retailers. All other products can choose where to get repairs done, however we would advise using an authorised repairer to ensure you do not invalidate the warranty and avoid charges at the end of contract if repairs do not meet our standards.

You can find your nearest location below: 

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.

If you have any questions or concerns about your insurance claim, please contact us as soon as possible and we will be able to support you through the process. 

Driverline is a free service provided for Contract Hire and VWFS | Fleet Customers. It provides you with fast and reliable access to a wide range of essential services, such as roadside assistance, accident management, service and maintenance bookings, tyre repairs and glass repairs. All from one point of contact.

In addition Driverline comes with our Ensurance product for accident and repair cover. Free for 3 years, it sits alongside your existing comprehensive motor insurance policy to get you back on the road as quckly as possible, using only genuine parts. 

To start enjoying the benfits of Driverline simply register by calling the correct phone number below:

Audi: 0330 100 8909

Volkswagen: 0330 100 8988

ŠKODA: 0330 100 8889

SEAT: 0330 100 8910

Volkswagen Commercial Vehicles: 0330 100 8929

For information on how to end your agreement early, for all the different finance products, please click here. 

If you are experiencing financial difficulties please contact us. 

We are here to help and will do everything we can to help you manage your agreement with us. Please log in to your account to see the options we have available to support you. Alternativly please contact us on the numbers below:

Volkswagen Financial Services - 0370 010 2022

Audi Financial Services - 0370 010 2007

SEAT Financial Services - 0370 333 4446

ŠKODA Financial Services - 0370 333 4449

Bentley Financial Services - 0370 900 3100

Porsche Financial Services - 0344 871 0902

Volkswagen Commercial Vehicles Financial Services - 0370 010 2080

Our telephone opening hours are Monday to Friday 9am to 6pm

You may also wish to seek independent advice.  Below are the names and contact details of organisations that may be able to support you. 

Stepchange

Number: 0800 138 1111

Website: www.stepchange.org

Citizen’s Advice Bureau

Number: Adviceline (England): 0800 144 8848

Advicelink (Wales): 03444 77 20 20

Website: https://www.citizensadvice.org.uk/

National Debtline (If you live in England, Wales or Scotland)

Number: 0808 808 4000

Website: www.nationaldebtline.org

Money Advice Service

Number: 0800 138 7777

Website: www.moneyhelper.org.uk

Others organisations available but  which may be fee charging; charge you fees

• Harrington Brooks
• Payplan
• Clear Start
• Money Village
• Money Plus Group
• CAB
• Debt Advisory Line
• DFH Solutions
• Debt Free Direct

You do not have to contact any of the above, we have provided  details of organisations that may be able to help if you want additional support.