Volkswagen Financial Services Group: Your Finance Options during Covid-19

Published 1 April 2020
in Announcements
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At Pike + Bambridge, we are fortunate that our working systems are entirely cloud-based, as are our telephones, so please feel free to contact us as normal if you do require any assistance.

With specific regards to your finance payments and if you have concerns about your contract, our Pike + Bambridge team are still here to help and support in any way possible.

All of our finance partners are now launching some form of support around possible payment holidays.

If your vehicle is funded by Volkswagen, Audi, Skoda or Seat Financial Services, they are encouraging clients to email them rather than phone, but please do feel free to call us prior to the email if we can be of any assistance.

The email address is as below:
Volkswagen Financial Service Group Customer Services
customerservices@volkswagen.co.uk

As your broker, we have only limited decision making on the process, but we are happy to advise and help where possible.

Volkswagen Financial Services have also included a few Q+A's that they have had regarding COVID-19.

"Following government advice to protect against the Coronavirus outbreak in the UK, we have taken the decision to close our Customer Services call centre on a temporary basis to support the wellbeing and health of our employees. In the meantime please refer to our FAQs or Social pages for the most up to date information. You can still contact us via email / web forms, but please note we will be prioritising contact from customers who are keyworkers (according to government definitions) and those with urgent mobility requirements, and there may be a delay in response. We would like to thank you in advance for your co-operation and understanding in these challenging times."

With the rapidly developing COVID-19 situation we are following government advice, and working with our Retailer network to take the appropriate actions to maintain the safety of customers and staff.

Our Retailer network outlets are working responsibly within their communities and complying with government advice. Enquiries in many locations continue to be welcomed via telephone and digital contact.

For everyone’s safety and convenience, if you need urgent vehicle maintenance, please check your local Retailer’s service availability by telephone or visiting their website.

We have also implemented temporary closures of our factories across Europe as a measure to ensure the health of the workforce and to play our part for public health.

 

What do we do if a customer asks to defer payments at the start of a new contract?

Customers who find themselves in financial difficulties should contact us by completing the form here on our website. https://customer. vwfs.co.uk/Forms/payment-difficulties.html. Independent financial advice can also be obtained from your local Citizens Advice Bureau. Free debt management advice is available from Step Change on 0800 138 1111 or www.stepchange.org/.

If a customer has signed their documents and collected the vehicle but is now unable to work due to the COVID-19 situation, what are their options, can they/should they cancel?

As a Retailer you can cancel the agreement if it has just been activated. If the customer doesn't want to cancel you should ask them to contact VWFS using the following form https://customer.vwfs.co.uk/Forms/payment-difficulties.html. We will then be able to discuss their individual circumstances with the customer directly.

What is our 'vulnerable customer' process and policy - what support does that provide customers?

Each customer will be looked at individually, please direct vulnerable customers to complete the following form https://customer. vwfs.co.uk/Forms/payment-difficulties.html.

Will we ensure that any customers affected by covid-19 issues do not get bad credit registered to them?

VWFS are regularly monitoring updates from the government and working with the regulator to best understand how the current situation may impact individuals and businesses so that we can support you. We will do everything we can to prevent this situation impacting your future ability to obtain appropriate credit.

 

At present, Pike + Bambridge do not currently foresee any impact on the continuity of our service to you, but should the situation change we will notify you immediately. Our team will also keep this page updated as more information is released to support you through this time.

Stay safe, your Pike + Bambridge team.