Complaints process

At Volkswagen Bank Ireland we are committed to providing our customers with the highest standard of service. If you have a complaint, we want to know! We will address the issue as quickly and as fairly as possible.

Our promise

We will handle your complaint in a fair, courteous, and prompt manner. We will record and investigate your complaint internally. We will aim to resolve the issue for you and ensure that the issue does not happen again.

How can I make a complaint?

 

Call us on our Customer Care Helpdesk at: 353 (0) 1 2933700

Email us at: query@vwfs.com

Write to us at :
Volkswagen Bank GmbH Branch Ireland
Block C
Liffey Valley Office Campus
Liffey Valley
Dublin 22
Ireland D22CF60

What happens next?

Where possible we aim to resolve all issues on the phone.

If this does not happen in your case and we need to investigate further we will send you a written acknowledgement of your complaint within 5 business days.

If for any reason we haven't resolved your complaint within 20 business days we will send you a written update.

Where your complaint is not resolved within 40 business days, we will write to inform you and let you know when you can expect a full reply.This will be in exceptional cases only.

What if I want to take the matter further?

You may refer your complaint to the Financial Services and Pensions Ombudsman for arbitration.

The Financial Services and Pensions Ombudsman is a statutory officer who deals independently with unresolved complaints from consumers about their individual dealings with all financial service providers. It is a free service to the complainant. The Ombudsman will only review a complaint after the complaint has been reviewed using VWBI internal complaints procedures . It is therefore important that you firstly give us the opportunity to resolve the problem.

The Ombudsman may be contacted at the following address:

Financial Services and Pensions Ombudsman’s Bureau
3rd Floor, Lincoln House
Lincoln Place, Dublin 2, D02 VH29
Lo Call: 1890 882 090
Tel: (01) 567 7000
Email: info@fspo.ie

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Terms and conditions apply. Finance products are subject to lending criteria. VOLKSWAGEN BANK GMBH BRANCH IRELAND IS AUTHORISED BY THE FEDERAL FINANCIAL SUPERVISORY AUTHORITY (BaFIN) IN GERMANY AND IS REGULATED BY THE CENTRAL BANK OF IRELAND FOR CONDUCT OF BUSINESS RULES.