2021.12.0-SNAPSHOT GB/EN

Coronavirus (COVID-19) update

In line with Government advice, our showrooms are now open again. We’re taking showroom and test drive appointments and looking forward to welcoming you back. 

If you live in, or wish to visit a Retailer in, an area highlighted by the government as a location in which a new COVID-19 variant is spreading (more details here) please follow the latest guidelines.

Remember, you can still buy from home and your local Retailer will be pleased to offer you remote purchase options for new and used cars. It’s your choice.

We are open for a range of aftersales services, including repairs and MoT and available via telephone or online for any sales or servicing enquiries.

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 your query is about existing finance, please visit https://customer.vwfs.co.uk/contact-us.html for advice. If you have a new finance enquiry please contact your local Retailer who will be able to help.

Let’s continue the journey together.

FAQs

 - GENERAL INFORMATION -

Q: Are your Retailers open and what services are currently available? 
A: Our showrooms are now fully open for you to visit, for new and used car sales, as well as the full range of servicing functions. Please contact your local Retailer to make an appointment or to book a test drive.

If you live in, or wish to visit a Retailer in, an area highlighted by the government as a location in which a new COVID-19 variant is spreading (more details here) please follow the latest guidelines.

And of course if you prefer, you can still buy from home: your local Retailer is digitally open for business and will be pleased to discuss and offer you remote purchase options.

Q: Do I need to make an appointment to visit my Retailer?
A: To keep staff and customers as safe as possible, and avoid waiting times or disappointment, we'd encourage you to contact your Retailer in advance to book a test drive or showroom appointment. 

Our teams are available via telephone or online, and can support with service appointments too.

Q: Can I take a test drive?
A: Yes, test drives are available. Please contact your local Retailer online or via telephone to arrange an appointment and get behind the wheel of the model you’re interested in.

Q: Is COVID-19 going to delay my new vehicle delivery?
A: We have a good selection of vehicles available for remote purchase and delivery now, but if your vehicle has been ordered direct from one of our factories, there may be some delays caused by COVID-19, for example, due to supply chain disruption or reduced staff levels. 

Please talk to your Retailer to discuss your individual requirements, and they’ll work with you to explore solutions.

Q: Are there any delays to parts deliveries?
A: Parts supply to our Retailers is operating as usual. To discuss your requirements or make an appointment please contact your Retailer.

Q: Are you accepting part exchange vehicles?
A: 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.

Q: Will my car be cleaned before I collect it? 
A: 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. 

Q: Can I bring friends or family with me to visit my Retailer? 
A: Yes, but as with most retail outlets, we'd ask you to keep visitors to a minimum to keep customers and staff as safe as possible. Feel free to discuss with your local Retailer when you make your appointment.

Q: Will I be able to use the usual facilities on site? 
A: In order to try to keep staff and other customers safe, we’ve made some changes to our premises which might mean washroom or catering facilities are limited. If you have concerns please speak to a member of staff at your local Retailer.

Q: Do I have to wear a face covering to visit my Retailer? 
A: Please follow the Government guidance relating to face coverings as you would in any other retail location.

Q: If I or a member of my household are currently self-isolating due to COVID-19 and work is due on my vehicle. What should I do?
A: Thanks for following the guidance and not visiting our sites if you or members of your household are self-isolating. Please contact your Retailer at your earliest convenience to discuss your requirements or any concerns, and our teams will be happy to adjust your appointment to a more suitable time. 

Q: What precautions do you have in place to protect against the spread of COVID-19? 
A: We’ve made a number of changes to our processes to try to ensure everyone stays as safe as possible. 

Please make an appointment in advance, be mindful of staff and other customers, ensure you are wearing a face covering where required, and only visit if you and your household are COVID-19 symptom-free and it's necessary to do so. 

We’re using photos and videos where possible to share vehicle information, and carrying out rigorous hygiene checks and cleaning of vehicles. We’ve also limited the use of shared keyboards and devices, for example iPads, and ensured financial transactions are contactless. 

If you have any concerns, please contact your Retailer, and don’t forget you can browse our entire model range online.

Q: Do you have a COVID-19 site risk assessment? 
A: Yes, the Volkswagen Group UK sites at Blakelands, Wymbush and the Technical Service Centre in Milton Keynes have a COVID-19 secure certificate to confirm they comply with the government’s guidance on managing the risk of COVID-19. The full risk assessments can be viewed here. For details on individual Retailer's site certificates, please contact your Retailer directly.

 

- FINANCIAL SERVICES INFORMATION - 

Q: Can I get help with my Volkswagen Financial Services (VWFS) finance payments?
A: We know these are worrying times. For advice on finance related queries please visit https://customer.vwfs.co.uk/ContactUs.html. Alternatively you can view and manage your finance agreement online here.

Q: Can I take a payment holiday?
A: Please note that from 1 April 2021, you are only able to apply for a further payment deferral for payments up to and including 31 July 2021 provided that your deferrals cover consecutive periods and you otherwise satisfy the eligibility criteria for a further payment deferral. This means that you are not able to receive a payment deferral after 31 March 2021 unless you are already benefitting from a payment deferral at the time that you make your request for an extension. 

If you are in financial difficulty and need support with your finance agreement please visit: https://customer.vwfs.co.uk/ContactUs/Covid-19.html to find out more. 

Q: What happens if my vehicle was due to be collected?
A: All vehicle collections and handovers will be completed following procedures designed to support social distancing and reduce risk. Our network partners will be in touch to confirm your collection or handover appointment date and time as well as to explain the steps that will be followed to complete the process. 

In the meantime, if your finance agreement is coming to an end, or has already ended, please view your options on the end of agreement page on the Volkswagen Financial Services website.