Volkswagen Lease&Care Driver's Guide

Volkswagen Lease&Care

Driver’s Guide

This guide is designed to provide you with a better

understanding of the Volkswagen Lease&Care

agreement you have chosen.

Please take the time to read it so that you are aware of what

you are entitled to under your agreement.

You can also access information about your agreement and

other packages online.

Your Responsibilities 3

Additional Information 4

Care Packages 7

Inclusions 7

- Small 7

- Medium 8

- Large 9

Servicing your Volkswagen 11

Exclusions 12

Additional Elements

Rent-a-Car allowance 13

Driverline 14

Ensurance 15

Contents

Care Packages Additional Elements

Your Responsibilities

Visit myvwfinance.vwfs.co.uk to find out more

• • • • •

It is your responsibility as the hirer to ensure the vehicle

is serviced at the manufacturer’s recommended

intervals by an authorised Volkswagen Retailer or

Volkswagen approved repairer and, where applicable,

that the vehicle has a current MOT certificate. You are

responsible for ensuring that the vehicle is in good

repair and condition at all times and for any damage

caused to, or deterioration of, the vehicle other than

through reasonable fair wear and tear.

To help take care of your Volkswagen you

should regularly:

●

Check the coolant levels and refill as necessary

in-between services

●

Check tyre pressures, depth of tread, and

condition

●

Check all lights and indicators

If the vehicle is required to be repaired at any time

during the contract for accidental damage or similar,

please refer to specific requirements as mentioned in

the terms and conditions of your agreement.

Your

Responsibilities

Care Packages Additional Elements

Your Responsibilities

• • • • •

Fines and charges

You are responsible for the payment of any fines

or charges relating to your vehicle, e.g. parking

fines, fixed penalty notices, traffic camera offences,

congestion charges, etc. If we are required to pay

a fine on your behalf, we will recharge you or your

company along with an administration fee.

We are legally obliged to provide any details that

we have available (such as driver details), on

demand from the police, to help identify the

driver of any vehicle.

Fitting of non-standard equipment

The costs to fit/purchase and maintain ‘extras’

are solely at your expense. We recommend that

all extras are supplied and fitted by an approved/

qualified installer and that they conform to all

legal requirements.

Any consequential damage arising from the

installation of extras must be repaired at your cost.

At the end of the contract, any visible holes in the

bodywork or trim must be repaired to the standard

required by Volkswagen Financial Services, and

any electrical alterations must be restored to the

original standard.

Additional Information

Care Packages Additional Elements

Your Responsibilities

• • • • •

Fitting a personalised number plate

If you wish to transfer a cherished number

plate onto your vehicle, you must first gain

authorisation from us by going to

myvwfinance.vwfs.co.uk. If you wish to

assign a cherished registration number, we will

complete the process for you as we are able

to release the registration documents to a third

party. The registration number will be assigned

to the vehicle and we will charge a £50 (including

VAT) administration fee for each plate change.

This is in addition to any costs associated with

the assignment or retention of the cherished

plate. To avoid additional cost, please allow

two months for this process.

End of contract – vehicle return

We shall contact you before the end date of the

contract to remind you that the vehicle is due for

return. Our collection company will then contact

you to make arrangements to inspect and collect

the vehicle.

Please ensure that all documentation is

available with inspection and returned with

the vehicle as follows:

●

Vehicle handbook

●

Spare keys

●

Driver handbook

We also ask that you sign a formal report of the

vehicle condition. If it has sustained any damage

beyond fair wear and tear, including missing items

or documentation (e.g. driver handbook, spare

keys or original documentation), an appropriate

charge will be incurred (for a definition of fair

wear and tear, please refer to the BVRLA Fair Wear

and Tear guidelines). For each mile covered by

the vehicle over the agreed annual mileage, or

the maximum total mileage, you must pay us the

excess mileage charge shown in your agreement.

Additional Information

Care Packages Additional Elements

Your Responsibilities

• • • • •

Road Fund Licence

Every year, we will automatically renew your

Road Fund License (RFL) for you, as part of your

contact. The vehicle must still be taxed, even if

it is exempt from any payments due to being an

electric vehicle. Confirmation that the RFL has

been renewed will be sent in the post annually,

however, if you have a specific enquiry, please

go to myvwfinance.vwfs.co.uk.

Contract amendments

If you wish to make any amendments to your

contract, such as address, bank details or mileage

allowance, please go to myvwfinance.vwfs.co.uk.

Foreign travel

Before taking the vehicle outside of the UK, please ask

us for a letter of authority – form VE103 – as we are

the registered keeper of the vehicle. Please apply at

least 14 days before the date of travel, providing the

names and addresses of all those driving the vehicle,

registration number, departure and return date and

email to travelabr[email protected].

You must inform your insurance company to arrange

a ‘green card’, and ensure you have adequate

insurance cover for the country you are visiting.

To find out country specific laws and requirements

that you will need to know whilst driving abroad,

please visit: gov.uk/driving-abroad.

Please note that we will not be liable for any cost

arising from use of the vehicle outside of the

UK. Whilst abroad the vehicle is not covered for

breakdown, repair or vehicle hire.

You are strongly advised to check your level

of breakdown cover on 0800 777 192 and if

required, arrange additional cover for your trip.

MOT certificate

An MOT test is not required in the first three years

of a vehicle’s life. When an inspection is required

an authorised Volkswagen Retailer or repairer

should undertake it.

Additional Information

Care Packages Additional Elements

Your Responsibilities

• • • • •

Your chosen Care Package

As part of your Lease&Care agreement you will have selected

either a Small, Medium or Large Care Package. The following

pages provide a summary of what is included within each

Care Package.

A Small Care Package covers you for essential servicing,

this includes:

●

All routine manufacturer servicing

●

Brake fluid changes

●

Dust & pollen filters

●

Driverline concierge service

●

Roadside Assistance

Care Packages

Care Packages Additional Elements

Your Responsibilities

• • • • • •

A Medium Care Package includes everything

on the previous page in Small, as well as:

●

Brake, Suspension and cooling system repairs

●

Electric system maintenance

●

All fluid top ups

With a Medium Care Package you are also entitled to the

replacement of vehicle parts, subject to fair wear and tear, that

need to be repaired or replaced during the contract period.

All work is carried out in accordance with the manufacturer’s

recommended change schedule, and it is your responsibility to

ensure the vehicle is serviced at the correct intervals. The service

light will come on and advise you when the service is due. Failing

to get the vehicle serviced in-line with the manufacturer’s service

schedule may invalidate the vehicle’s warranty, which could leave

you liable for costs on repairs.

Medium Care Package

Care Packages Additional Elements

Your Responsibilities

• • • • • •

Care Packages Additional Elements

Your Responsibilities

• • • • • •

A Large Care Package includes everything in

Small and Medium as well as:

●

Repairable punctures (to be confirmed

by our dedicated tyre repair specialists)

●

Replacement tyres of the same size

and specification (but not necessarily

the same make) as originally specified

for standard fitment

●

Wheel alignment and Geometry check

where necessary due to fair wear and tear

●

Wheel balance

●

Tyres changed at one of over 900

approved outlets across the UK

●

VWFS Rent-a-Car 5 day annual allowance

for a non-electric vehicle

Large Care Package

Tyres are some of the most likely vehicle

components to suffer wear and tear. Drivers

should make regular checks in order to keep

within safety and legal requirements.

As part of your Large Care Package, replacement

tyres are provided when necessary due to fair

wear and tear.* We will specify the make of any

replacement tyres and they can only be repaired

or replaced by a tyre specialist authorised by us.

The coverage applies to the standard tyre fitment for

your vehicle. Only premium brand tyres will be used

and optional upgrades to the standard specification

(factory or aftermarket) are the responsibility of

the driver.

If you need to use your tyre cover, call

Volkswagen Driverline on 0330 100 8988

For a full list of the Lease&Care plan inclusions and exclusions,

please refer to the terms and conditions detailed in your Volkswagen

Lease&Care agreement.

Medium and Large Care Package Inclusions

Medium and Large Care Package inclusions are listed below,

Small Care Packages are limited to routine servicing only.

Electrical system including:

●

Battery

●

Bulbs

●

Central locking

●

ECU

●

Fuses

●

Instruments

●

Standard alarm

●

Standard immobiliser

●

Window regulator

●

Wiper motor

●

Wiring

Transmission including:

●

CV joints

●

Gaiters

●

Gearbox

●

Differential

●

Drive shafts

●

Wheel bearings

Brake repairs including:

●

Calipers

●

Cylinders

●

Discs and Pads

Cooling system including:

●

Coolant

●

Heater components

●

Hoses

●

Radiator

●

Reservoir

●

Sender units

●

Water pump

Suspension including:

●

Anti-roll bar

●

Bushes

●

Shock absorbers

●

Springs

Miscellaneous items such as:

●

Air conditioning service

(max. one per contract if necessary)

●

Key batteries

●

MOT

●

UK Roadside Assistance for the term of your

agreement, provided that your vehicle is serviced

and repaired by an authorised Volkswagen

Retailer or repairer in accordance with the

manufacturer’s instructions

●

Wiper blades

High Voltage Components including:

●

High Voltage Battery

●

Electric Drive Motor

●

Control Units

Care Packages Additional Elements

Your Responsibilities

• • • • • •

With your Lease&Care agreement servicing and maintenance

couldn’t be easier. This is how it works:

● When your vehicle requires servicing or maintenance, contact

your authorised local Volkswagen Retailer or Volkswagen

approved repairer to book your vehicle in. It is advisable

to contact your Retailer or repairer in advance of your

requirement, where possible, as sometimes they will need

notice to fit work into their schedule. When making your

booking, remember to mention that you have a Lease&Care

agreement. Service or maintenance under this scheme can

only be obtained from an authorised Volkswagen Retailer

or repairer

● The authorised Retailer or repairer will contact us for authority

to carry out the work required and you will be asked to sign

only for the completion of the job

● Have your service book stamped by the servicing Retailer

or repairer. Your digital service record will also be updated by

the servicing Retailer

That is all there is to it, however please note:

● If you ask the Retailer or repairer to carry out any work not

included within your Care Package, you will have to pay

for it when the work has been completed

● Any services not carried out before the contract end

or mileage limit cannot subsequently be claimed for

● Damage caused to the vehicle as a result of neglect

of service requirements will be charged to you

When your Volkswagen needs

servicing and maintenance

Care Packages Additional Elements

Your Responsibilities

• • • • • •

The following are excluded from our Small, Medium and Large Care Packages

(unless otherwise stated)

●

All non-standard service work

●

Glass, including windscreens and all

light units resulting from damage/

outside influences

●

Tyre replacement or puncture repair

(Available with Large Package only)

●

Wheel alignment and Geometry check

(Available with Large Package only)

●

Air and fluid top-ups between services

●

Maintenance and repair of non-factory

or non-standard fitted items/accessories

●

Damaged or broken aerials

●

Warranty work

●

Any repairs we do not believe are fair

wear and tear (as defined in the terms

and conditions)

●

Anti-theft devices

●

Body repairs

●

Accidental damage

●

Irreparable punctures (to be confirmed

by our dedicated tyre repair specialists)

●

Misuse or vandalism

●

Replacement of non–standard tyres

●

Tyre sealant and repair equipment

●

Tyres that have been repaired using tyre

sealants or additives

●

Wheel alignment as a result of kerb

damage or any other negligence

●

Winter and all season tyres

Damage caused by:

●

Negligence, abuse or misuse,

and accidents

●

Food, drink, and cigarettes

●

Any form of corrosion including pollution,

water, chemicals, salt and weather

Damage to:

● I

-vehicle entertainment (including audio,

communications and navigation systems)

● Internal and external trim and bodywork

● D

amage to HV charging cables or

incompatible charge points

Exclusions

For a full list of the Lease&Care plan inclusions and

exclusions please refer to the terms and conditions

detailed on your Volkswagen Lease&Care agreement.

Care Packages Additional Elements

Your Responsibilities

• • • • • •

1313

VWFS Rent-a-Car

Allowance

If you have chosen the Large Care Package this includes a 5

days Rent-a-Car annual allowance. Please follow the below

steps to arrange hire of your non-electric vehicle:

●

Contact VWFS Rent-a-Car on 0330 100 8933

● The VWFS Rent-a-Car team will locate and confirm your

closest Rent-a-Car location and check whether a suitable

vehicle is available for your dates required

● Once confirmed you will be able to arrange delivery of your

vehicle or collection of your vehicle from that location –

don’t forget to take your driving licence with you. (For full

delivery details please see your Lease&Care agreement)

If you would like to locate your nearest Rent-a-Car location

please visit www.vwfsrentacar.co.uk/locations.

For more information email rentacar[email protected]o.uk

Your Responsibilities

• • •

Care Packages Additional Elements

You are also eligible to get instant access to a range of

services from Volkswagen Driverline, a dedicated telephone

line for all your motoring needs.

Volkswagen Driverline can help you with any of the following:

●

Breakdown and recovery services

●

Reporting accidents and damage

●

Service booking or maintenance enquiries

●

Tyres

●

Glass repair

●

General enquiries

To activate your Volkswagen Driverline services, or for

more information, please contact us on 0330 100 8988.

Volkswagen

Driverline

Your Responsibilities

• • •

Care Packages Additional Elements

*For more details on what’s covered, please refer to the Ensurance Cover Booklet that can be

found at insurancewithvolkswagen.co.uk

Ensurance from Volkswagen Financial Services is sold and administered by Lawshield UK

Limited and underwritten by UK General Insurance Limited on behalf of Watford Insurance

Company Europe Limited.

VWFS UK, Lawshield UK Limited and UK General Insurance Limited are not part of the same

corporate group.

In addition to the Volkswagen Driverline service, you are also

eligible for Ensurance* – Volkswagen’s free accident and repair

cover. In the event of an accident, Volkswagen Ensurance

guarantees that your vehicle will be repaired in a Volkswagen

approved repairer using only genuine Volkswagen parts. It works

alongside your existing comprehensive motor insurance policy,

no matter who you are insured with, to help get your vehicle

back on the road as smoothly as possible.

To activate your Volkswagen Ensurance cover,

please visit: insurewithvolkswagen.co.uk

Ensurance

Your Responsibilities

• • •

Care Packages Additional Elements

Volkswagen Financial Services is a trading name of Volkswagen Financial Services (UK)

Limited, Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes MK14 5LR, which

is authorised and regulated by the Financial Conduct Authority (FCA). Volkswagen

Financial Services (UK) Limited financial services register number is 311988.

Registered office as above | Registered in England number 2835230 | 12/20

Volkswagen

Lease&Care