Customer Service

Customer service that you can always rely on

Recent uncertain times have shown us just how important it is to have a friendly, knowledgeable and reliable team on hand to support you.

We’re doubling down and investing in our UK-based team of dedicated fleet personnel to deliver a truly personal service at every step. At the same time, our useful range of time-saving tools, helpful guides and a best-in-class Fleet Management Portal has been created to put expert answers at your fingertips whenever you need them most.

We take your business personally

One-size-fits-all isn’t our style. Your dedicated account manager will get to know you and your business at an individual level to deliver precise and personal support. Pulling out all the stops to deliver a seamless service.

Supporting fleet drivers at every turn

Your drivers have a lot to consider when it comes to researching, test driving, and finally settling on the perfect company car for their work-life balance.

Our team of expert account managers and aftercare support staff will help them make informed decisions at every stage of the fleet vehicle lifecycle.

Making it easy for drivers to compare quotes and place orders

We’re making it easier than ever to help drivers make informed decisions across several manufacturers. As a multi-brand finance provider, our Driver Quotation Portal allows drivers to explore on-policy and on-budget models across a range of car manufacturers in just a couple of clicks – with a clear picture of important factors like availability and Benefit in Kind implications from the outset. The portal also allows them to ask our team of experts questions, compare quotes, place and track orders 24/7.

Helping drivers feel confident in switching to an EV

As more drivers consider the move towards electrification, our EV-4-ME? Tool is also a quick and easy way to identify if now could be the right time to switch to a hybrid or electric ultra-low emissions vehicle.

24/7, 365 days driver support

Offered as standard to all drivers, our 24/7, 365 days a year driver support service, Driverline gives your drivers complete peace of mind and convenience at home, work or on the road. All tailored to their exact requirements.

For example, should your driver need to take their vehicle abroad, they can quickly and easily make the relevant arrangements through the e-Driverline app. Or, if it’s time for a service, drivers can enjoy a seamless booking process with automatic booking reminders throughout the contract.

Keeping your drivers safe on the road

Help keep drivers safe on the road with our interactive eLearning, immersive in-vehicle training and built-in self-assessments to boost safer driving.

Safe “Driving Plus” training is available to help drivers reduce risks, better understand their responsibilities, and become more self-aware if their driving approach requires improvement.

£100 damage waiver on all vehicles

The end of the contract term can feel like a drawn-out, disjointed and anxious process for many drivers. That’s why when it’s time to hand back the keys, all of our end-of-contract vehicles are inspected in-line with BVRLA Fair Wear & Tear Guidelines to ensure a consistent and fair experience at the end of every single contract.  

We appreciate that life happens. This is why VWFS | Fleet supplies a £100 damage waiver on all vehicles – while any additional damage identified will be charged at the cost price estimated to us, not at an inflated rate. In the unlikely event drivers aren’t satisfied, an independent appeal process is in place to offer a second opinion.  

Keeping businesses moving

We understand that many businesses don’t necessarily fit the mould of the standard off-the-shelf fleet solutions.

Our team of dedicated account managers, corporate sales managers and implementation managers fully appreciate every business is different – tailoring their approach to keep your unique fleet journey moving forward.

Simple day-to-day fleet management

We understand time is becoming an increasingly precious commodity for busy fleet decision-makers. So, we’re putting a suite of intuitive, insightful tools and support services at your fingertips. For example, whether you lease your cars and light commercial vehicles from us or not – our secure, Salesforce-based, Fleet Management Portal pulls all the information you need into one convenient place. Saving you time and effort with a snapshot overview of your fleet policy, cost control, driver quotes and order tracking.

Dedicated fleet support

We’ll also work with you to keep pace with your evolving business needs – holding regular reviews with your dedicated account manager to identify market trends, implement strategies and keep your fleet one step ahead of any changes required.

Delivering a flexible roadmap to electric

No matter what the next step looks like for your fleet – our expert electrification consultants have the answers and the support of industry-leading tools designed to help demystify the move toward electric vehicles (EVs). The team will walk you through the process supported by a robust, road-tested framework designed to help you discover strengths and weaknesses and better understand driver behaviour to drive implementation.

Our approach has been carefully constructed to help you identify the right time to make the change and which vehicles to replace, mitigate grey fleet risks, and take your first steps towards meeting Scope 1 Greenhouse Gas emission objectives.

Identifying fleet-wide efficiencies

Whatever your unique challenges, our team of specialist consultants could hold all the answers. We have expert teams available to help you manage your EV transition from end-to-end, prepare for Scopes 1, 2 and 3 of the Greenhouse Gas Protocol, help you work towards your net-zero objectives and drive fleet-wide efficiencies and savings across your full fuel mix.

Specialist LCV advice

Supporting the often-complex requirements of mixed and Light Commercial Vehicle fleets, our LCV specialists are ideally placed to minimise downtime, consult on specialist conversions and help you embrace and implement your move towards a futureproof eLCV fleet.

Here to help

From services that identify types of risk, to fleet management software that provides complete visibility, our fleet management solutions are built for your business. We’ve got you covered.