Volkswagen Financial Services Ireland - Complaints Procedure
How to Make a Complaint
Complaints Involving Third Parties
You may also make a complaint about a third party involved in the provision of a Volkswagen Financial Services Ireland product or service, including our authorised credit intermediaries or third-party suppliers. We will investigate such complaints in line with our standard procedure.
What Happens Next?
- Acknowledgementstatus: done
We will acknowledge your complaint within 5 working days. You will receive confirmation and details of your dedicated point of contact.
- Investigationstatus: doneWe will investigate your complaint thoroughly and keep you updated.
o If your complaint is not resolved within 20 working days, we will send you a written update.
o If it is still unresolved after 40 working days, we will provide another update and let you know about your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).
- Final Responsestatus: doneOnce our investigation is complete, we will send you a Final Response Letter within 5 working days by post, email, or another durable medium. This will include:
o The outcome of your complaint
o The reason for our decision
o The terms of any offer or settlement
o Information about your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO), including their contact details
If you are not satisfied with our decision, you may escalate your complaint to the FSPO.
Your Rights
If you are a customer in vulnerable circumstances, please let us know so we can provide additional support.
All complaints are handled confidentially and fairly.
Record Keeping
We keep records of all complaints and correspondence for at least six years.