2020.19.2.0 GB/EN

Coronavirus (COVID-19) update

Showrooms and workshops across the UK are open for a full range of services, except where restrictions apply. Please contact your local Retailer via email or phone and they will be delighted to deal with your enquiry, and remember we are also always digitally open.

Our customers, colleagues and communities are at the heart of everything we do. That’s why we’re following government advice, and working responsibly with our Retailer network to support our customers. Please note that where it is now a requirement to wear a face covering in a shop or supermarket, this also applies to our Retailers. You can check what’s required here.

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.

We can also confirm we have complied with the government’s guidance on managing the risk of COVID-19, read more here.

If your query is about finance, please visit https://customer.vwfs.co.uk/contact-us.html for advice.

Thank you for your understanding. Let’s continue the journey together.

FAQs

 - SALES/DELIVERIES -

Q: Which Retailers are now open? 
A: Showrooms across the UK are now open, except where restrictions are in place. Please check with your local Retailer for opening hours and ensure you make a timed appointment to visit. 

Q: Are Retailers open where restrictions on retail activity are in place?
Our Retailer’s are working responsibly within their community and complying with the latest  government advice on COVID-19. If you have a general enquiry or need vehicle maintenance many of our Retailers are still available via telephone and email to support you. 

If you need urgent vehicle maintenance and are unable to make contact with your local Retailer please contact our Customer Service Centre on 0800 049 7106 or via email or social media. Details are available on our Contact Us page here - and our team will locate your nearest open workshop to assist with your urgent requirements.

Q: Do I have to wear a face covering to visit my Retailer?
A: Yes, in areas of the UK where it is a requirement to wear a face covering in a shop or supermarket this also applies to dealerships and showrooms. Please ensure you check the latest guidance and follow the guidelines to keep all our customers and staff as safe as possible. Details on what's required and exemptions can be found here.

Q: Are your showrooms open for deliveries now?
A: Yes, showrooms across the UK are now open, with sites offering a full range of services, except where restrictions are in place. 

Please check with your local Retailer for opening hours and ensure you make a timed appointment to visit. 

Q: Do I need to make an appointment to visit my Retailer?
A: Yes. In order to try 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 local 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.

Q: Is it safe to visit my Retailer?
A: We’ve made a number of changes to our usual processes to try to ensure everyone stays as safe as possible. 

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.

Q: Can I bring friends or family with me to visit my Retailer or collect my car?
A: 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 local Retailer.

Q: Is COVID-19 going to delay my new vehicle delivery?
A: Our Retailers are now open across the UK except where local restrictions are in place, so please contact your local Retailer to check when your vehicle will be available and make a collection appointment. New vehicles ordered earlier in the year direct from the factory may be taking a little longer to be built than usual as our factories and supply chains across Europe recover from the disruption to the supply chain . Your Retailer will be able to discuss your individual situation with you

Q: Now that your factories are back up and running again, how long will it be until I get my new vehicle?
A: All of our factories are producing vehicles again, and supply chains are re-established. Due to the knock-on effects of the disruption earlier this year they may, in a small number of cases, still be some slight delays to vehicle delivery times compared to pre-COVID-19 levels. That said, our Retailer teams 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.

Q: I am a Motability Customer, how am I affected through this period?
A: Motability had extended any customer leases coming to an end by six months, and as of 4 June, reopened the scheme for some customers to place new vehicle applications. To check your eligibility and see how you're affected, please visit the Customer FAQ section on their website, or contact your local Retailer for further information.

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 usual processes to try to ensure everyone stays as safe as possible. Please be mindful when parking, make an appointment in advance, ensure you are wearing a face covering where required, and only visit if you and your household are COVID-19 symptom-free.

We've also altered the layout of our showrooms and service areas to ensure we can maintain appropriate social distancing. In addition we’re using photos and videos where possible to share vehicle information, and carrying out rigorous hygiene checks and cleaning of vehicles. 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.

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: Are you accepting part exchange vehicles?
A: Yes, but please speak to your local 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 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 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 to a member of staff at your local Retailer.

 


- AFTERSALES - 

Q: Work on my vehicle is due now. How and where can I book in?
A: Our Retailers are now open for service and repairs except where restrictions apply, but to try 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.

Q: Is COVID-19 going to delay work being completed on my vehicle?A: Our Retailers are now open for service and repairs, except where local restrictions are in place, but to try 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.   

Q: Are there any delays to parts deliveries?
A: Parts supply to our Retailers is operating as usual, but if you’re concerned contact your local Retailer. Please note all visits to Retailers are currently available by appointment only, so make sure you call in advance.

Q: I have a CUPRA Financial Services service plan on my vehicle but can’t get my vehicle serviced due to COVID-19 restrictions. What will happen to my service plan?
A: If you have a service plan through CUPRA Financial Services, a delay to carrying out a scheduled service caused by the COVID-19 restrictions won't impact your ability to redeem against the plan going forward. 

Please contact your local Retailer as soon as possible to make an appointment.

Q: Is it illegal to drive without an MOT if I can't get in anywhere to have one done?
A: The government offered a six month extension for MOT due dates on cars, motorcycles and light vans from 30 March 2020, but announced at the end of June that for MOT due dates from 1 August this extension no longer applies. Please contact your local Retailer as soon as possible to make an appointment. 

Q: Which Retailers are open for service and maintenance work?
A: Our Retailers are now open for service and repairs, except where restrictions are in place, but to try to ensure the safety of staff and customers, we've made some changes to our sites and processes. 

Please contact your local Retailer to discuss your requirements and make an appointment.

Q: What can I do to help keep my car in good working order while it's not being used as much as normal? 
A:There are some great tips from the AA on how to look after your vehicle while it's not in use. You can read the advice here.

 

- WARRANTIES- 

Q: What happens if my new vehicle warranty is about to expire, but my dealer can’t fit me in for warranty work?
A: If your new vehicle warranty expired 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 local Retailer as normal. 

Please note that any mileage restrictions to your warranty continue to apply. 

Q: If I miss my scheduled service due to COVID-19 does this invalidate my warranty?
A: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 as soon as possible to make an appointment.

Q: I have a CUPRA Approved Used Warranty. What happens if work is not done during the warranty period because the dealership can’t fit it in?
A: If there is a valid Approved Used warranty claim on your vehicle but the repair could not be completed before the warranty expired due to government measures related to COVID-19, these repairs will be accepted by CUPRA as being covered by warranty, providing you log your claim with your local CUPRA 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. Alternatively, you can contact us on 0333 043 3783.

 

- RECALLS - 

Q: I’ve had a letter to say a recall is due on my vehicle. What should I do? 
A: There are no restrictions on the completion of work recommended as part of a vehicle recall. Please contact your local Retailer to have the work completed as soon as possible.

 

- FINANCE - 

Q: Can I get help with my Volkswagen Finanical 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: SEAT 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. Alternatively you can view and manage your finance agreement online here.

Q: My car is due a service as part of my PCP contract. What should I do?
A: Our Retailers are open for service and repair work, except where restrictions are in place, so please make an appointment as soon as possible. 

If this isn't currently possible, don’t worry, but do contact your finance provider to discuss your specific situation via this link: https://customer.vwfs.co.uk/contact-us.html.  Alternatively, you can view and manage your finance agreement online here.


- HEALTH & SAFETY -

Q: Ao 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 read here. For details on individual Retailer's site certificates, please contact them directly.

Q: Are you considering the impact on key workers who need to keep their vehicles running?
A: Yes we are. Many of our Retailers have been open throughout the crisis, purely for essential maintenance and repairs for key workers and we continue to do all we can to support our customers.

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