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 three business days following date of receipt if not resolved by SRC.
  • 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. 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 (FCA) under registration number 311988. You can check this on the Financial Services Register by visiting www.fca.org.uk or by phoning the FCA on 0800 111 6768.

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.

Complaints Publication Report 
Firm NameVolkswagen Financial Services (UK) Limited
Period Covered in this report:1st  January 2017 - 30th June 2017
Brands/Trading names covered:Audi Financial Services
Bentley Financial Services
SEAT Financial Services
SKODA Financial Services
Porsche Financial Services
Volkswagen Commercial Vehicle Financial Services
Volkswagen Financial Services
Volkswagen Insurance Services
 Number of complaints opened by volume of businessNumber of complaints opened by volume of business      
Product/Service GroupingProvision (at reporting period end date)Intermediation (within the reporting period)Number of complaints Opened Number of complaints closedPercentage closed within 3 days Percentage closed after 3 days but within 8 weeksPercentage UpheldMain cause of complaints opened

Banking and credit cards

N/AN/AN/AN/AN/AN/AN/AN/A
Home FinanceN/AN/AN/AN/AN/AN/AN/AN/A
Insurance and pure protection39.57099494562.0%36.3%0.0%Advising, selling and arranging
Decumulation and pensionsN/AN/AN/AN/AN/AN/AN/AN/A
InvestmentsN/AN/AN/AN/AN/AN/AN/AN/A
Credit-relatedN/AN/A81467564N/AN/A49.5%N/A

Complaints in the ‘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.