We know that during your agreement you might need to talk to us for a number of reasons, perhaps to let us know you’ve changed address, or you want to take your car abroad. Find out the best ways to contact us below.
We aim to make managing your agreement as quick and easy as possible for you. To help us get any answers or confirmations over to you as quickly as possible, please consider which type of account you have with us:
Private customers – Log-in to your account to manage your agreement.
Business customers & Finance Lease customers – Read this page which details common requests and questions and their answers, alongside best ways for our business customers and Finance Lease customers to contact us. Business customers include Sole Traders, Partnerships, Charities, Limited Companies or PLCs.
You can update us on changes to your contact details by completeing this online form.
Here you can update your address, phone numbers or e-mail address. If you need to change other details you can contact us here.
Most Business customers can update their Direct Debit details by completing one of online forms:
Limited Companies
If your agreement is as a limited company you need to print off, fill in, and sign this direct debit mandate form and return it to us in one of the following ways:
- Solutions (PCP), Hire Purchase and Lease Purchase customers can email it to customerservices@vwfs.co.uk
- Contract Hire or Finance Lease customers can email it to Fleet.Administration@vwfs.co.uk
All customers can post it to: Volkswagen Financial Services (UK) Ltd., Customer Services, 1 Delaware Drive, Milton Keynes, MK15 8HG, UK
Please Note:
Depending on your agreement, you may be able to move your payment date forward or back by 21 days. But you’ll need to tell us at least 14 days before your next payment. You can change your payment date once a year. Please note amending your payment date will not amend your end-of-contract date.
To talk to us about changing your payment date, you can find our contact details here
If you have a Contract Hire agreement the process of assigning or removing your personalised number plate will need to go through us, as we are the registered owner and keeper of the vehicle. Please contact us on FleetPersonalisedNumberPlate@vwfs.co.uk.
If you are not a Contract Hire customer, and want to discuss your vehicle registration with us you can find our contact details here.
You can only change your mileage on a Contract Hire or Fixed Cost Maintenance agreement.
It is important to note that if you exceed the mileage set on your agreement on any of our products you will be charged excess mileage costs when you hand the vehicle back. If you are concerned about this you should contact your retailer who will be able to advise on your individual situation.
Contract Hire agreements
For Contract Hire customers, we can’t make any changes if your agreement is in its first or last six months.
Other key points to note:
To request a change of mileage to your Contract Hire agreement, please complete this form.
Fixed Cost Maintenance agreements
For Fixed Cost Maintenance customers, we can only increase your mileage. If you do that, you can’t return to the previous lower limit later on.
To request to increase your mileage on your Fixed Cost Maintenance agreement, please complete this form.
If you have a PCP, Hire Purchase or Lease Purchase agreement you may be able to make a partial payment towards your agreement to reduce the monthly rentals or shorten the term of the agreement. If permitted you can do this as often as you wish, however the minimum the monthly rental can be reduced to is £50.00 and the minimum the term remaining can be reduced to is 1 month.
Once the payment is made the finance agreement will be re-calculated and confirmation will be sent in the post. If you are in arrears, any partial payment will be used to clear that arrears debt first, then the remainder can be put against term or rental.
To make a partial payment online, please complete this form.
Please note if you have a Contract Hire or Finance Lease or an unregulated agreement you are unable to reduce the monthly rentals or shorten the term of the agreement by making a partial payment.
If you have a Finance Lease, Hire Purchase, Lease Purchase or Solutions (PCP) finance agreement with us, no action is required. Your agreement states you can take the vehicle abroad (European destinations only) for a maximum of 60 days. However, please ensure that you have adequate insurance cover.
If you have a Contract Hire finance agreement with us and wish to take the vehicle abroad, you will need to obtain a VE103 Foreign Travel Authority certificate from us. Requesting one is easy, just complete this form online.
You still need to ensure that you have adequate insurance cover, and you will be sent your VE103 Foreign Travel Authority certificate within 14 days of your request, but please note this is valid for one year only and allows travel for up to 90 days in mainland Europe.
Its also important you are aware of the local driving laws, and are prepared for travelling through a city that requires a low emissions sticker.
For Contract Hire agreements we will tax and provide roadside assistance for every year of your agreement. The DVLA has introduced an online vehicle road tax system; and we will send a letter at the start of your agreement as confirmation that your vehicle will be taxed during the duration of your agreement in accordance with DVLA requirements. For more information on this please visit https://www.gov.uk/vehicle-tax
For all other agreements it is your responsibility to renew the RFL as appropriate.
It is important that you continue to pay all monthly payments when due until the matter is resolved. If your vehicle has been in an accident and is not a total loss then Contract Hire customers must have this repaired at one of our approved retailers. All other products can choose where to get repairs done, however we would advise using an authorised repairer to ensure you do not invalidate the warranty and avoid charges at the end of contract if repairs do not meet our standards.
You can find your nearest location below:
However if your vehicle has been deemed a total loss as it has been stolen or written off you will need to get in contact with us in order that we can advise of the full process depending on the finance product you have. Please have to hand the last known mileage of the vehicle, the name of your insurance company and any reference numbers you have for them.
If you have any questions or concerns about your insurance claim, please contact us as soon as possible and we will be able to support you through the process.
