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.

All comments are treated seriously and we endeavour to resolve any concerns promptly and fairly.

Making us aware of your concerns

If you have a concern or complaint, please contact our Retail Customer Resolutions Department, Volkswagen Financial Services (UK) Limited, Brunswick Court, Yeoman’s Drive, Blakelands, Milton Keynes MK14 5LR.

You can also email us: retailcustomerresolutions@vwfs.co.uk

Or use our freephone number: 0800 912 3560

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

  • We acknowledge the complaint within five business days of receipt
  • We investigate and keep customers informed of progress
  • We send a final or holding response within eight weeks

We will write to acknowledge receipt of your concern and advise you of the name of the person assigned to handle the matter. Our aim will be to investigate and resolve your concern as promptly as we can.

For more complex cases, it may take longer to investigate the matter. In such cases we will keep you informed of progress and issue a final or holding response within eight weeks.

Our Customer Concern Policy

Volkswagen Financial Services Customer Concern Policy.

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Please call our customer satisfaction line on 0800 912 3560.

The Financial Ombudsman Service

After receiving our final response or holding response 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 send you details of the Financial Ombudsman Service with our final response letter.

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 in respect of insurance mediation activities only. Registered in England No. 2835230

To visit the official Financial Ombudsman Service website please click here.

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 also important to customers that their problems are dealt with promptly, on average a complaint received by us will be dealt with within 14 days.

It is equally important that the issues raised are dealt with fairly and that we consistently deliver appropriate outcomes.

Firm NameVolkswagen Financial Services (UK) Limited
Period Covered1st  January 2016 - 30th June 2016
Brands/Trading namesAudi Finance
Bentley Financial Services
SEAT Finance
SKODA Finance
Porsche Financial Services
Volkswagen Commercial Vehicle Finance
Volkswagen Finance
Volkswagen Insurance Services
ABCDE
Product/ServiceNumber of complaints openedNumber of complaints closed Complaints closed within 8 weeks (%)Complaints upheld by firm (%)

Banking and credit cards

0000
Home Finance0000
General insurance and pure protection273278992
Decumulation, life and pensions0000
Investments0000
Credit-related42624772Not applicable41

Complaints reported in the ‘Banking’ category refer to those received in relation to Consumer Credit contracts.

Complaints in the ‘General insurance and pure protection’ category relate to the alleged mis selling of PPI.

Volkswagen Financial Services (UK) Limited ceased the marketing of PPI products in January 2011.