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Volkswagen Financial Services (UK) Limited

Financial Ombudsman decision DRN-3436832 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, Service failure

In the Ombudsman’s words

Mr L complains that Volkswagen Financial Services (UK) Limited (VWFS) didn’t provide him with the support it should have when he encountered financial difficulties due to the Covid-19 pandemic.Treatment in financial difficulty

I cannot see from the evidence provided that it contacted Mr L to let him know about this before the recovery trucks were sent. I think this caused him unnecessary distress and inconvenience.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3436832.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.