Volkswagen Finance Fined for Customer Service Failures

Volkswagen Finance has been fined £5.4 million by the UK's Financial Conduct Authority (FCA) for failing to appropriately assist vulnerable customers from 2017 to 2023, including repossessing vehicles without considering alternative solutions. In addition to the fine, Volkswagen Finance will pay £21.5 million in compensation to approximately 110,000 affected customers. The FCA highlighted the company's inadequate communication and customer service, which included a lack of empathy and inappropriate behavior from advisors. Volkswagen has acknowledged these shortcomings and has made substantial changes to its service and communication protocols. The FCA's actions serve as a warning to other lenders about the importance of supporting customers in financial difficulties. Volkswagen's fine was reduced by 30% because of its cooperation in resolving these issues.