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Volkswagen Financial Services (UK) Limited
Legal entity: Volkswagen Financial Services (UK) Limited
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 02835230, incorporated July 1993
581banking decisions
34.1%uphold rate
383not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 581 | 34.1% |
| Payment protection insurance | 3 | — |
| Insurance (excluding PPI) | 1 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Charges and fees | 132 | 54 | 40.9% |
| Credit file reporting | 118 | 70 | 59.3% |
| Treatment in financial difficulty | 87 | 18 | 20.7% |
| Product mis-sold | 59 | 22 | 37.3% |
| Irresponsible lending | 53 | 12 | 22.6% |
| Service failure | 45 | 27 | 60.0% |
| Complaint handling | 30 | 9 | 30.0% |
| Mortgage administration | 14 | 5 | 35.7% |
| Interest and rates | 10 | 1 | 10.0% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FOS | 2025-H2 | 27.9% | — | — | 2,003 |
| FOS | 2025-H1 | 40.6% | — | — | 11,592 |
| FOS | 2024-H2 | 23.0% | — | — | 2,302 |
| FOS | 2024-H1 | 19.1% | — | — | 2,664 |
| FOS | 2023-H2 | 27.4% | — | — | 963 |
| FOS | 2023-H1 | 41.0% | — | — | 1,201 |
| FOS | 2022-H2 | 40.8% | — | — | 857 |
| FOS | 2022-H1 | 41.0% | — | — | 635 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 21 Oct 2024 | £5,397,600 | This Final Notice refers to breaches of PRIN 3, 6, 7, CONC and DISP, all of which related to the treatment of customers in financial difficulty in the consumer credit sector. We imposed a financial penalty of £5,397,600. |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.