Volkswagen Financial Services UK Avis 

My first experience of leasing a car was so easy and a really fast delivery time.

Wrong personnel information was sent to my home address which was a data breech from Volkswagen for another customer. The transfer to a new loan should have been easy really due to the fact that I am an existing customer, monthly amount was the only real changed in new contract. Six documents had to be signed which is abit ridiculous reallyI believe my personal details were given to other customer! But Volkswagen could not comment. I asked for some form of compensation/ a voucher or something. Volkswagen could do anything about it which is very poor on their count.

So not happy really, feel free to call me

A language barrier, wasn't given any flexibility on repayments or length of contract

Easy and well explained by the salesman at the dealership.

The smiling people at the sales centre were very smiley

UPDATE: VWFS’S RESPONSE HAS CONFIRMED MY ORIGINAL CONCERNS; MY RESPONSE TO THEIR ‘STANDARD AUTOMATED ‘ REPLY.

Unfortunately, VWFS’s response has only reinforced my concerns regarding fairness and customer treatment.

At no stage did I dispute the calculation itself or suggest that VWFS had acted outside the wording of its agreement. My complaint has always concerned fairness and proportionality.

VWFS have now effectively acknowledged that they understand why customers may regard this outcome as unfair. The vehicle covered exactly the same mileage, experienced exactly the same wear and depreciation, and yet I was presented with a significantly higher excess mileage charge solely because I exercised my contractual right to voluntarily terminate the agreement early.

In other words, the exact same use of the exact same vehicle resulted in dramatically different charges purely because of the timing of the return.

VWFS have effectively confirmed that they recognise why customers may regard this outcome as unfair, but have chosen to prioritise the strict wording of the contract over fairness, proportionality and customer goodwill.

There is an important difference between what a company is legally entitled to do and what customers would reasonably expect to be fair treatment.

Prospective customers should therefore understand that voluntarily terminating a VWFS agreement early can lead to substantial and unexpected excess mileage charges, even where the vehicle has covered no more mileage than originally anticipated when the agreement was entered into.

Had I fully appreciated the practical consequences of these terms at the outset, I would never have entered into this agreement.

I will not be leasing another vehicle through Volkswagen Financial Services in the future, nor would I recommend that family, friends or colleagues do so based on my experience.

This experience has significantly damaged my confidence not only in VWFS but also in the wider Škoda ownership experience, because for most customers the finance provider and manufacturer are ultimately viewed as part of the same overall customer journey.

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I am extremely disappointed with my experience of ŠKODA Financial Services.

I raised a complaint regarding an excess mileage charge following the voluntary early termination of my lease. Throughout my complaint I accepted that the contract allows the mileage allowance to be pro-rated and that the calculation itself was correct. My concern was never about the maths—it was about whether the outcome was fair.

Returning the vehicle early resulted in my excess mileage charge increasing by over £800, despite the vehicle having travelled exactly the same mileage. I asked ŠKODA Financial Services to consider the fairness and proportionality of this outcome.

Unfortunately, their Final Response simply repeated that the contract allowed the charge, without meaningfully addressing the fairness issues I had raised.

Ironically, they did uphold another part of my complaint regarding an incorrectly applied locking wheel nut charge, demonstrating that mistakes had been made elsewhere.

As I remain dissatisfied with their handling of the excess mileage issue, I have now referred the matter to the Financial Ombudsman Service.

I appreciate businesses are entitled to rely on their contracts, but I also expect them to consider customers fairly rather than simply quoting contractual wording. Sadly, that was not my experience

My experience of VWFS since 2018 when I started using them has been extremely good.

I have found the service both via email and over the phone to be very easy.

In particular, the service I have most recently received from sales advisor Claudy Kazongo has been excellent. Extremely polite, professional and easy to deal with.

I will definitely be using VWFS again in 3 years’ time when I come to consider my next leasing options.

Thanks very much.

very good service by all at volkswagen financial services very helpfull

The 0% finance package made it possible for me to buy a new car and spread the cost while saving for the balloon payment should I choose to keep it.

Extremely professional staff from the moment we stepped into the showroom to signing all the paperwork before collecting our new T-Roc. We were kept updated through every step of the process and always reassured when I had any questions. Would definitely recommend using this company.

After filling in all paperwork positive decision arrived within 2 hours in Sunday afternoon. Very satisfied 😀

Excellent experience

Clearly presented figures and an app that enables me to monitor the progress of my financial services contract.

Absolutely first class service from the Sales Executive Mark Thompson at Group 1 VW Bolton. I was updated regularly on my order, sent videos when the car arrived. Delighted with my new car.

The staff at Audi are always great. Good communication, organisation and supportive in making decisions about a new car. Very grateful.

The sales team and the customer service team are incredible! Wonderful people and cannot do enough for you. However VW finance team are simply problematic. Delayed admin to vague answers. They are the department letting the side down.

It was made very simple and straightforward by the sales executive

Fantastic service from Skoda finance easy process from start to finish of deal well pleased with service