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Volkswagen Financial Services (UK) Limited

Financial Ombudsman decision DRN-3201400 Upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Treatment in financial difficulty, Credit file reporting

In the Ombudsman’s words

VWFS declined her request on the basis she was in arrears. I don’t find VWFS treated Ms A fairly here. The arrears had come about as a direct impact of the pandemic on Ms A’s income. VWFS therefore ought reasonably to have accepted Ms A’s request and put in place a payment deferral.Treatment in financial difficulty

Ms A then wouldn’t have needed to make payments for three months and her credit file wouldn’t have been adversely impacted.Credit file reporting

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3201400.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.