Volkswagen Financial Services UK Reviews 11,209

Absolutely appalling experience with Volkswagen Insurance.

I called simply to correct a clerical error on the policy where my partner’s date of birth had been entered incorrectly. Instead of helping resolve what was clearly an administrative issue, I was told the insurance policy had been terminated immediately.

This left me in an impossible position, as I was suddenly unable to legally drive home from work that evening.

What made matters worse was the complete lack of urgency or customer care shown afterwards. When I asked to speak to a manager, I was told the earliest callback would be in three days’ time — despite the fact I had effectively been left stranded without insurance cover.

Mistakes happen, but the way this was handled was disproportionate, inflexible, and frankly shocking. I would expect far better from a major brand like Volkswagen.

I would strongly caution others before using Volkswagen Insurance.

We went to VW in Slough. We had a quote for a Polo around £23K. Salesperson said as finance buyer they will take £4k off. We said we will put £3k. The credit amount is around 16K. But the final payment over 48 months came around £28K with an interest rate of 7.9%. We had around £9k as balloon payment.
An other £4k has been added to the finance. We asked for explanation but he couldn't justify the extra charges. He said "I understand you are right but this is the system says". I can't talk to someone who acts like he doesn't know why. He is not fit to sell Finance.
We left unhappy.

We went to SKODA. We explain about the experience we had with VW. We asked if they are doing the same think. He said we don't. He gave me a quote which I have in hand. Detail below
Cash price £21770
Allowance £4750 (£3k my deposit + £1750 Soka)
Credit amount £17020
Add charges £2937.26
balance £19957.26
48 month £249.37/month
Final payment £7987.50
Rate:5.9%

Question: What is Add charges?
Answer for sale person: Import , registration, ...
Question: The amount for Import and the rest is around £1200. Can you explain the extra.
Answer: Let me speak to the manager
He comes back and said
"Sorry I made a mistake It is not Import charges. It is your total Interest on £17020".
Question: Can you explain how you calculate the interest?
Answer: The interest is fix but there is a daily charges on the final payment of £7987.50.
Question: Can you show me documents that mention Add charges is Interest.
Answer: We don't have any document but it works like that.
We are paying an interest of 5.9% on the total amount of £19957.26. We don't understand why we need to pay daily charges.
We left that place very very angry.

Is it possible to explain to us :
-Why there is no documents to say what are add charges?
-Is add Charges ? Interest? If interest, why the amount doesn't doesn't match financed amount?
- Is this a fraud ?
-Finances managers and sales person are selling with out proper explanation and charging unexplained amount.
-How someone speak to us about Finance without any knowledge why we been chaged.

Very friendly and very helpful.
I had never leased a van before so was unsure on the process. Charlie guided me in the right direction and was very helpful.
5star service.

Clearly explained, now better transparency re commission

My experience is one of receiving a number of emails at random times with various pieces of information mostly dominated by legal terms, followed by more emails asking me about my experience. This isn’t a personal, organised and easy-to-follow experience, but rather one that’s automated, standardised and rather complicated.

I was helped to complete all relevant forms

I bought a 2 year service plan with the proviso that if I sold the car before the end of the plan there would be a refund. So when I ring up to cancel the plan 1 year and 5 months in I'm told no refunds. It took some angry words to get the matter taken up the chain where I got the refund as a "good will juster" I will think very carefully before purchasing another.

Overall the process has been well supported. I was scratching my head initially when I visited insisting i wanted to buy a van quickly, and was met with a bit of indifference. But Oscar was very helpful once we engaged the process. I’ve had to take a winding pole back and he was quick to resolve

This is our 3rd car & agreement with Ipswich Audi, We always get 💯 care & attention & highly recommend using this branch

Steve at Cookes, fakenham was really helpful and informative. He went out of his way to find us the most suitable car. Seamless experience and we had the car ready to drive away super quickly. He was really helpful with the finance options too.

I had a complaint that was being handled by Customer Resolutions Executive, and I have never experienced such unprofessional customer service. I was constantly spoken over during phone calls and the call was even ended while I was trying to explain my concerns.

I also sent an email asking if I could speak to someone else, but this was completely ignored. I explained how much stress this whole complaint had caused me, but there seemed to be no care or understanding shown at all.

For such a large company, the way complaints are handled is extremely disappointing. The lack of communication, empathy, and professionalism has left me very unhappy with the experience.
RET-1264101.

No issues with sorting our purchase.
Easy

I'm happy service have been done and beautifully people I'm like car hot brand new recommended 👌

Easy and straightforward

Straight forward application. Costs clearly stated, payment schedule and amount. Paperwork not too overwhelming and the sales team were very patient in describing anything and answering any questions.

Very happy with the service. Azar did a great job and he was very helpful.He gave me useful advices which made me make the right decision about buying the right car for me.
Very happy

The process was very easy but the best bit is 0% finance, i wouldn't have bought the car if there were interested payments.

Great customer service quick and easy