FAQ

Do you only lease Volkswagen Group vehicles?

Informal extension

Formal extension

Mileage amendment

Early Termination

End of Contract Inspection and Collection

Changing your direct debit details

Book and appointment with my account manager

Update my business details/bank details

Extend the size of my fleet

Add a product or service to my fleet

BVRLA Fair Wear and Tear Guides

Making a complaint

Do you only lease Volkswagen Group vehicles?

No.

We are a multi-marque leasing company that will fund and manage a fleet of any vehicle types and LCVs up to 3.5t.

At the heart of our global business we are both a vehicle manufacturer and a bank. Our leasing business was established to fund every make and model of vehicle for our customers, yet we can draw on the expertise and financial reserves of the world’s biggest car maker.

Informal extension

An informal extension is a short term option to extend your agreement and can be done from one to six months

It is charged at your current premium and you receive an additional pro-rata mileage allowance.

If you would like to request an informal extension you can get in get in touch by phone on 0330 100 8908 or by email to VGLSalesSupport@vwfs.co.uk

Things you will need to remember:
- Vehicle MOT is due in the UK after three years and four years in NI.
- Vehicle warranty is three years and does extend if you extend the agreement.
- All extensions can be requested in the final six months of the agreement

Formal extension

A Formal extension is a long term option to extend your agreement.

Your agreement can be extended for six or twelve months on this type of extension.

Your monthly premium will change, once the quote is requested we will send it to you within 10 working days.

In order to request quote we require your current vehicle mileage, your new overall contracted mileage and an email address to send the quote to.

You can request an extension by calling us on 0330 100 8908 or by email to VGLSalesSupport@vwfs.co.uk

Things you will need to remember:
- Vehicle MOT is due in the UK after three years and four years in NI.
- Vehicle warranty is three years and does extend if you extend the agreement.
- All extensions can be requested in the final six months of the agreement

Mileage amendment

If it is looking like you will not meet or exceed your contracted mileage you can amend it once a year outside the first and last six months of your agreement.

Doing this will either reduce your monthly premium or increase your monthly premium which could avoid you paying an excess mileage charge at the end of the agreement.

Mileage amendment rules:
- Minimum of 5,000 miles per annum.
- We do not quote unless the change is 5,000 miles or more.
- Maximum of 150,000 for the entire duration of the agreement for passenger vehicles.
- Maximum of 200,000 for the entire duration of the agreement for commercial vehicles.

In order to request a quote we require your current mileage, new contracted mileage and email address to send the quote to.

Once the quote is requested we will send it to you within 10 working days.

You can request a quote by calling us on 0330 100 8908 or by email to VGLSalesSupport@vwfs.co.uk8* q678907

Early Termination

Should you wish to end your Contract Hire lease early, we can supply you with a free, no obligations settlement quote.

The quote is comprised of a percentage of your remaining rentals.

The quote can be emailed and will be valid until your next rental is due out.

Once the early termination paperwork has been received we will arrange for your vehicle to be inspected and collected.

End of Contract Inspection and Collection

This section is to expand on what to expect upon return of your Contract Hire vehicle.

Once your vehicle has reached the end of its lease, you will need to contact us to arrange collection; you will need to let us know the following:

Registration
Contact Name & Number
Collection Address
Collection Date

The inspection process takes approximately 30 minutes and the inspector will assess the condition of the vehicle against the BVRLA's Fair Wear and Tear standard, any damage that falls outside of this standard will be noted as well as the cost to refurbish or replace any missing items.

You'll be asked to sign to confirm your acceptance of the report. If there is a charge for; damage, part or no service history, excess mileage, missing equipment or damage discovered you will be invoiced separately.

On the day of inspection please ensure that:

- The vehicle is clean, inside and out.
- You have all the relevant documentation to hand (e.g. service book, MOT certificate etc.)
- You return equipment supplied with the vehicle (e.g. spare key, satellite navigation CD/DVD, warning triangle etc.)

Changing your direct debit details

We appreciate the difficulty in keeping everyone updated when you change your bank details. At Volkswagen Financial Services | Fleet we are doing our best to ensure this process is as simple as possible, so all you have to do is complete a quick direct debit mandate form and post to us.

Please note, for security reasons we need a separate form completed for each agreement you hold with Volkswagen Financial Services | Fleet. We can only accept these notifications by post, as we need your signature on each form for our records.

Please advise us of your new bank details at least fourteen days before your next payment is due. If your payment is due within 14 days it may be necessary for you to make alternative arrangements for the next payment. Please contact us to discuss your options.

If your payment is due in over 14 days time, you can still make this change by calling us, or by simply printing and completing the direct debit mandate found in the link below and sending to us by post.

The direct debit account must be held in the agreement holders name.

Direct Debit Mandate Form

Please send your form(s) to:

Volkswagen Financial Services, Fleet, Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes, MK14 5LR.

Book and appointment with my account manager

If you would like to get in touch with your account manager or book an appointment, you’ll be able to find their details on our meet the team page.

If you are not sure who your account manager is, you can use our locations page to find their full details.

Update my business details/bank details

If you would like to update your business details, including your bank details, please contact us on VGLSalesSupport@vwfs.co.uk

You may be required to provide some further documentation to support your request, but this will be clearly explained once we receive your enquiry.

Extend the size of my fleet

We understand that when your business grows, your fleet needs grow with it. If you’re now looking to expand the number of vehicles within your fleet, we’re happy to support you in funding these.

Simply get in touch with your account manager, or contact us on fleetenquiries@vwfs.co.uk and we’ll work with you to find your best suited vehicles for your growing fleet.

Add a product or service to my fleet

If you’d like to take a look at what products and services we currently offer, please visit our fleet management page.

If you would like to find out more about any of our fleet management products or discuss how you can add these to your fleet, please speak to your account manager, or contact us on fleetenquiries@vwfs.co.uk.

BVRLA Fair Wear and Tear Guides

The BVRLA's Industry Fair Wear and Tear Standard for Drivers of leased and financed cars.

Cars:

LCV vehicles:

Making a complaint

Here at Volkswagen Financial Services | Fleet we are committed to bringing you products and service as well designed as the car you drive. That means that you should always feel confident in the quality of the service you receive from us. However, if your experience fails to live up to your expectations, and our high standards, we’d like to be the first to know. Understanding any of our shortcomings is the first step in putting them right.

How can you contact us?

To make it as easy as possible for you to raise any concerns you may have, you can get in touch with us in the following ways:

Telephone: By calling our Fleet Customer Satisfaction Team on 0800 912 3570

Email: fleet.satisfaction@vwfs.co.uk
Post: Fleet Customer Satisfaction Team, Volkswagen Financial Services | Fleet, Brunswick Court, Yeomans Drive, Milton Keynes, MK14 5LR

However you choose to contact us, we will do our best to understand why we have not lived up to your expectations, what we need to do to put that right and how we need to do it.

How will we respond?

We will send you a letter to acknowledge your complaint within five days and will aim to resolve your complaint as promptly as possible. Once we have resolved your complaint, we will send you a final response in writing within eight weeks. Sometimes, these things can take a while to resolve, so we will keep you informed of any progress along the way.

What if you are not satisfied with the way that we deal with your concerns?
If you are not happy with our final response to your concerns, or if we are not able to reach a final response within eight weeks of you bringing it to our attention, then you may have the right to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service is completely free and independent, set up by law to help settle individual disputes between customers and financial firms.

You can contact the Financial Ombudsman Service at:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

We are also voluntarily signed up to the Finance and Leasing Association and subscribe to their code of practice.

You can contact the Finance and Leasing Association at:
The Compliance Manager, Finance & Leasing Association, 2nd Floor Imperial House, 15-19 Kingsway, London WC2B 6UN
Telephone: 020 7836 6511
Email: info@fla.org.uk

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