Feedback

At Volkswagen Financial Services Australia, we are committed to providing great products and delivering high‑quality service to all our customers. 

We believe you have the right to be treated efficiently, honestly, and fairly. We value your feedback and encourage you to let us know if something hasn’t gone as expected. 

If you would like to share feedback or raise a complaint, your first point of contact is our Customer Experience and Resolutions Team. They will work with you to understand your concerns and aim to resolve the issue as quickly and fairly as possible. 

Please note that if your enquiry/complaint relates to the vehicle itself or a vehicle fault, Volkswagen Financial Services Australia may not be able to assist, as we are the financier only. In these cases, we recommend contacting the vehicle manufacturer or authorised dealer directly.

How to contact the Customer Resolutions Team:

• Email: complaints@vwfs.com.au
• Phone: 1300 734 567
  
• Mail: Locked Bag 4002, Chullora NSW 2190  

What if I’m not satisfied?

In the unlikely event that you're not satisfied or disagree with our decision or suggested resolution, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):

M: Australian Financial Complaints Authority
GPO BOX 3, Melbourne VIC 3001

P: 1800 931 678 (Free call)
E: info@afca.org.au
W: www.afca.org.au

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Do you need additional assistance?

If you are hearing impaired, we can assist you in seeking assistance to relay your conversation. If English is not your first language and you do not feel comfortable using English to do business with us, we may be able to offer you the services of one of our multilingual employees. Alternatively, we can arrange to speak to a translator who can be provided by the Department of Home Affairs for example. There is a fee for this government service. Please refer to the Translating and Interpreting Service (TIS) website at www.tisnational.gov.au.