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COVID-19 Updates

We are actively monitoring the COVID-19 (Coronavirus) situation and will provide updates on this page. If you have any questions, please refer to the FAQs below or contact your Account Manager or Customer Support team directly.

We are taking appropriate precautions to keep staff, suppliers and customers safe, but remain very much open for business. Having successfully redeployed our teams to work from home we continue to provide the best service possible to our customers and drivers.

If you have any sales or service enquiries, or you are looking to order a vehicle, return or extend a vehicle then please contact us in the usual way.

Last Updated date:
11/01/21

FAQs

I require support: who do I contact?

Our team will do everything we can to support our customers through this difficult time. We will continue to provide quotations, to order vehicles, and, where appropriate, advise you on how best to plan and respond for the weeks and months ahead. Our Customer Account Management team are working from home and available to support, please contact them in the usual way.

We have accelerated the launch of our new Fleet Management Portal. It’s available now, free of charge to all our customers – simply contact your Account Manager to get set up, many of our customers have already done so are enjoying the benefits. It allows you to raise queries directly to our support team with live online updates, request new vehicle quotes and track vehicle orders. There’s also a comprehensive suite of reports including rentals, telematics, maintenance and mileage status – using vehicle information, driver information, monthly rental and maintenance history to inform best practice decisions.

If you have any enquires relating to breakdown and recovery, accident management, replacement glass, maintenance and tyre services, please contact our Driverline service for support on 0330 100 8950. If you wish to make contact with one of our team regarding any other query, please email fleetsalessupport@vwfs.co.uk if you are a Corporate customer or please email publicsector@vwfs.co.uk if you are a Public Sector customer.

What is the Volkswagen Financial Services UK response to the coronavirus?

We’re monitoring the situation closely: employee and customer safety remain our highest priority. Our business will continue to follow the UK Government guidelines as these develop. We’re working closely with our HQ and Volkswagen Group UK colleagues, and our Board of Management and Business Continuity Management (BCM) team are meeting on a regular basis as they work to keep our business running for our customers.

Our team, Volkswagen Financial Services | Fleet (VWFS | Fleet), will do everything we can to support our customers through this difficult time. We will continue to provide quotations, to order vehicles, and, where appropriate, advise you on how best to plan and respond for the weeks and months ahead.

What is your policy on visitors/meetings?
Our account managers welcome the opportunity to hold business meetings which can be conducted effectively over video conference calls or telephone calls. We have suspended all face-to-face meetings with our business customers until further notice in line with Government guidelines to ‘stay home, protect the NHS, and save lives’.
Can we manage our account services with you online?
Yes, we have accelerated the launch of our new Fleet Management Portal. It’s available now, free of charge to all our customers – simply contact your Account Manager to get set up, many of our customers have already done so are enjoying the benefits. It allows you to raise queries directly to our support team with live online updates, request new vehicle quotes and track vehicle orders. There’s also a comprehensive suite of reports including rentals, telematics, maintenance and mileage status – using vehicle information, driver information, monthly rental and maintenance history to inform best practice decisions.
Are UK vehicle retailers and service centres operating?

England: Our vehicle showrooms are closed nationwide however we continue to be able to operate click & collect, delivery, MOT and repair services.

Scotland: Our vehicle showrooms are closed nationwide however we continue to be able to operate click & collect, delivery, MOT and repair services.

Wales: Our vehicle showrooms are closed nationwide however we continue to be able to operate click & collect, delivery, MOT and repair services.

Northern Ireland: Our vehicle showrooms are closed nationwide however we continue to be able to operate delivery, MOT and repair services.

For the most up to date UK Government guidance please visit https://www.gov.uk/coronavirus.

Can I still order vehicles?
Yes. We are still taking vehicle orders and operating a ‘business as usual’ service. Our Customer Account Management team are working from home and available to support, please contact them in the usual way.
What impacts on service can I expect?
Our network of suppliers continue to provide the best service possible to our customers and drivers. This includes breakdown and recovery, daily rental services, accident management, replacement glass, maintenance and tyre services, as well as administrative support. Please be aware that some suppliers may have limited capacity due to impacts of changing employee availability, where staff are self-isolating or managing childcare commitments, and supply of parts.
What should my drivers do if they break down?

If you have any enquires relating to breakdown and recovery, accident management, replacement glass, maintenance and tyre services, please contact our Driverline service for support on 0330 100 8950. That’s 0330 100 8950. Our breakdown recovery partner is operating normally but is seeing a reduction in demand due to less travel.

I’m due to have a home charge point installation, will this still go ahead?

Our charge point installation partner, Pod Point, has provided this update:

  • We’re conducting remote risk assessments to identify installs that have a “Lower Risk” of COVID-19 transmission.
  • Any installs that fall into the Lower Risk category will be eligible to continue.
  • Installs that fall into the “Higher Risk” category will be paused until we can reclassify them as Lower Risk

For more detailed information, including an explanation of the remote risk assessment process, visit this page on Pod Point’s website: https://pod-point.com/electric-car-news/covid-19-coronavirus

If an employee with a company car is on furlough and their vehicle is no longer in use, can we register it as off-road?

This process is often referred to as ‘Statutory Off Road Notification’ or SORN for short. VWFS are asking customers not to SORN a leased vehicle which is currently part way through its contract; vehicles must also remain comprehensively insured (this is stated as a requirement in your company’s Master Lease Agreement) and road-legal. We do recognise that companies’ employees may be looking to reduce their Benefit in Kind liability during this period.