Our customers, colleagues and communities are at the heart of everything we do. We want to reassure you we’re following government advice, and working responsibly with our retailer network to support our customers, while maintaining the safety of all.
The majority of our retailers are open for service and repair, and we’re also able to hand over vehicles to customers (England only). Please contact our sales team via email or phone and we will be delighted to deal with your enquiry. Although our showrooms remain closed for now, we are always digitally open.
If your query is about finance, please visit https://customer.vwfs.co.uk/contact-us.html for advice.
There’s lots of advice and answers to the most frequently asked questions below, and if your question’s not answered please Contact Us directly.
If you’re a key worker, as defined by the government, and are having difficulty contacting your local retailer for urgent vehicle maintenance please contact our Customer Service Centre on 0114 450 3374.
Please be assured Volkswagen is continuing to work closely with all our partners and communities, so we can move forward together.
Thank you for your understanding.
We’ve made a number of changes to our usual processes to ensure everyone stays as safe as possible and to protect against the spread of COVID-19. Please watch these short videos for more details.
Following the government’s announcement to begin an easing of the lockdown rules, most of our UK sites are now open for service and repairs, and some are also open for vehicle handovers. Please check with your local retailer for opening hours and ensure you make a timed appointment to visit.
In line with government guidance, showrooms remain closed, however we are able to hand over vehicles and are offering a vehicle collection service (selected sites in England only). Some retailers are also able to provide a delivery service. Of course we’ve made a number of changes to our usual processes to ensure everyone stays as safe as possible. Please contact your retailer and they’ll talk you through the next steps.
Yes. In order to protect customers and staff while maintaining social distancing we need to manage the number of people on site - as well as making some changes to our usual processes, so please make sure you have an appointment.
Your retailer will confirm your appointment by phone or email in advance. For everyone’s safety please do not visit if you or anyone in your household has COVID-19 symptoms or is self-isolating.
On 13 May, the Government changed its guidance to allow vehicle collection services to operate in England, provided customers do not enter the premises (car showrooms currently remain closed until further notice).
It's important to note collections will take place outdoors following all social distancing regulations, including the restrictions on meeting others outside, as well as appropriate vehicle hygiene measures. Please contact your local retailer to discuss details of your own vehicle collection.
We’ve made a number of changes to our usual processes to ensure everyone stays as safe as possible and to protect against the spread of COVID-19. Please watch this short video for more details
Although safety measures will be applied across every retailer, because showroom sizes and layouts differ from site to site, please talk to your local retailer for details. They’ll advise you on where to park, what to do when you arrive and anything else you should be aware of during your visit.
Of course if you don’t need to visit, then it’s best to stay home. Remember you can browse our entire model range online, and stay in touch with your retailer by phone or email.
If it’s essential for you to be accompanied at your appointment then that’s ok, but we’d ask for a maximum of two people per household for the safety and convenience of staff and other customers. If this is a problem, then please speak to your retailer.
Most of our retailers are now open and, in England only, able to hand over vehicles in a way which complies with the government's updated advice on business opening and social distancing guidelines. Please contact your retailer to check when your vehicle will be available and make an appointment. New vehicles ordered direct from the factory are also likely to take longer to be built than usual as our factories and supply chains across Europe have been closed and have restrictions in place. Your retailer will be able to discuss your individual requirements with you.
The purchase price of your vehicle won’t change but it may be subject to an increase in VED (Vehicle Excise Duty) as these rates went up on 1 April.
Although many of our factories are starting to produce vehicles again, and supply chains are being re-established, it will take a little time for production to return to normal. That said, retailers are available and ready to discuss new and used car sales, either for new or existing enquires, and are well-stocked with a wide range of models already in the UK, ready to be delivered soon.
We’ve made a number of changes to our usual processes to ensure everyone stays as safe as possible, and to protect against the possible spread of COVID-19. Please watch this short video for more details.
Car parking space has been adjusted to maintain social distancing, we’re asking all customers to make an appointment and only visit if they and their household are COVID-19 symptom-free, and we’ve altered the layout of our showrooms and service areas to ensure people stay at least two metres apart. In addition we’re using photos and videos where possible to share vehicle information, and carrying out rigorous hygiene checks and cleaning of vehicles. Every retailer will carry out a thorough safety assessment and equip staff with appropriate personal protective equipment (PPE).
We’re also temporarily limiting the use of shared keyboards and devices, for example iPads, and ensuring any financial transactions are contactless.
Because every site is different, we’d advise you to talk to your local retailer before visiting. They’ll talk you through anything you need to know and be able to answer any questions or concerns you may have.
Yes, in addition to our usual service wash checklist, we’ve introduced a thorough 25 point sanitisation check which we’ll complete before handing over your car. This will ensure all the commonly touched places both inside and outside the vehicle, including the key, are cleaned with appropriate disinfectant solution before handover, and the key sealed in a plastic envelope.
Yes, but please speak to your retailer as they’ll need to make sure it’s clean in advance to help protect staff, and they may ask you to confirm you’ve completed a few hygiene checks.
In order to keep staff and other customers safe, we’ve made some changes to our showrooms and service areas which might mean the toilets are closed and refreshments unavailable. We hope this won’t cause too much inconvenience, but if you have concerns please speak a member of staff at your retailer.
Most of our retailers are now open for service and repairs. But to ensure the safety of staff and customers, we have made some changes to our sites and processes. Please contact your local retailer to discuss your requirements and make an appointment or use our online service booking tool . If you are a keyworker as defined by the government and are having difficulty making an appointment, please contact our Customer Service Centre on 0114 450 337.
If your car has a warning light showing, you should read the owner’s manual and observe the guidance regarding the warning light showing. Where necessary, you should contact your local retailer for advice or call Volkswagen roadside assistance on 0800 777 192 who will provide advice and assistance as required. Please note if you do not have Volkswagen Roadside Assistance or your roadside cover has expired it can be extended on vehicles up to ten years old, for £188 for one year or £254 for two years. Please be aware that the AA who provide this service will ask if you or any members of your family are self isolating. If the answer is yes, then they will ask you to contact them again at the end of the self isolation period. If the answer is no, then they will attend and observe social distancing guidance.
Most of our retailers are now open for service and repairs. But to ensure the safety of staff and customers, we have made some changes to our sites and processes. Please contact your local retailer to discuss your requirements and make an appointment or use our online service booking tool . If you are a keyworker as defined by the government and are having difficulty making an appointment, please contact our Customer Service Centre - details are available on our Contact Us webpages.
Parts supply to our retailers is operating as usual, but if you’re concerned contact your retailer . Please note all visits to retailers are currently available by appointment only, so make sure you call in advance.
Most of our retailers are now open for service and maintenance work. But to ensure the safety of staff and customers, we have made some changes to our sites and processes. Please watch this short video for more details. Please contact your local retailer to discuss your requirements and make an appointment or use our online service booking tool . If you are a keyworker as defined by the government and are having difficulty making an appointment, please contact our Customer Service Centre - details are available on 0114 450 337.
We have taken the decision to extend all service plans which are due to end in 2020 by 6 months to ensure you have time to get a service without having to worry about your plan expiring.
If your new vehicle warranty expires between 1 March and 31 May, but any repair for a valid warranty claim could not be completed before the expiry date due to government measures related to COVID-19, we will automatically extend your warranty period by three months. If you need to make a warranty claim during this extended period, you can book your vehicle in with your dealer as normal. Please note that any mileage restrictions to your warranty continue to apply.
If your service is carried out late due to disruption caused by COVID-19, the servicing delay will not invalidate your vehicle’s warranty. What’s most important is to get the service done as soon as you can, so please contact your local retailer to make an appointment as soon as possible or use our online booking tool .
If there is a valid warranty claim on your vehicle but the repair could not be completed before the warranty expired due to the current Government measures related to COVID-19, these repairs will be accepted by Volkswagen as being covered by warranty, providing you log your claim with your local Volkswagen retailer as detailed in the cover booklet provided to you at purchase. Please contact your retailer as soon as possible to make an appointment as soon as possible, or call Volkswagen Approved Used Warranty on 0333 043 3781.
If your local Volkswagen Retailer can’t schedule your service work right now, don’t worry. Please contact your finance provider to discuss your specific situation via this link: https://customer.vwfs.co.uk/contact-us.html
Alternatively to view and manage your finance agreement online, click here: https://myvwfinance.vwfs.co.uk
Volkswagen Financial Services is offering payment deferrals, also referred to as ‘payment holidays’, from Monday 27th April, in line with final temporary guidance from the FCA.
Please note that payment deferral requests are subject to a suitability check, to ensure that a deferral will not worsen your financial situation, based on your individual circumstances.
More information, including FAQs and details on how to apply are available here: https://customer.vwfs.co.uk/contact-us.html.
Alternatively to view and manage your finance agreement online, click here: https://myvwfinance.vwfs.co.uk
Yes we are. Many of our retailers have been open purely for essential maintenance and repairs for key workers and we’re doing all we can to support our customers. Most of our retailers are now open again for service and repairs, but if you are a keyworker as defined by the government, and are having difficulty getting an appointment for urgent vehicle maintenance please contact our Customer Service Centre on 0114 450 3374.
Get up to date information about all our products, offers, services and brand news around the impact of COVID-19 straight to your inbox. For specific information relating to your retailer, please contact them directly.