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Regarding Your Audi Financial Services Complaint - Our Final Response RET-302494
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customerresolutions@vwfs.co.uk
21 Mar 2022, 14:38
to me
Agreement Number: 440136064801
Our Reference Number: RET-302494
Dear Mr. Williamson
Thank you for contacting Audi Financial Services on 25 February 2022, I am sorry you have had cause to complain.
Your Complaint
My understanding of your complaint is as follows:
You are unhappy your agreement has been Terminated.
You are unhappy with the service received from Audi Financial Services, specifically regarding you two previous complaints: RET-250596 and RET-295326.
My Investigation
Upon reviewing your agreement I can confirm the agreement was Terminated on: 21 February 2022 due to the arrears position of: £22,866.90 from May 2020-January 2022.
You were issued with a Notice of Default in August 2021 which expired on 28 August 2021, following this we had the right to Terminate your agreement as you did not satisfy the Default Notice and you did not agree an arrangement to pay or promise to pay.
I can confirm the Termination has been carried out correctly on this occasion.
During our call you mentioned you had multiple issues with the vehicle and therefore you were not paying for a vehicle that was not to your satisfactory, I can confirm as you are entered into a Financial agreement you are required to ensure the agreement is kept up to date even though you are unhappy with the product.
You had a complaint that was logged on 10 November 2020 which was investigated as a Not Upheld complaint, you did not refer this to the Financial Ombudsman Service within the six months of the letter stated therefore this was time-barred.
You logged a further complaint on 24 January 2022 which was withdrawn as a duplicate of your original complaint.
I have spoken to our Quality Dispute resolution Team Senior and he is confident that the previous complaint remains Not Upheld and the complaint handler of your second complaint carried out the correct action on this occasion.
I can confirm from our understanding the vehicle is being used as a hiring vehicle and you have continued to use it throughout the length of not paying for the vehicle.
My Decision
In light of the above I am unable to uphold your complaint.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of the date of this email.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
The FOS Consumer leaflet is available online here or should you require a copy of the FOS Consumer leaflet, please let us know and this will be posted to you.
The Financial Ombudsman Service can be contacted at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4 567
www.financial-ombudsman.org.uk
Thank you for contacting us and providing us with the opportunity to review your complaint.
Yours sincerely
Reece Faulkner
Customer Resolutions Executive
0800 9123 560
customerresolutions@vwfs.co.uk
Audi 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.
The information contained in this email and any attachments are confidential and/or may be legally privileged
PNX-4261569-R2G6
Wirral Chauffeurs <info@wirralchauffeurs.co.uk>
Mon, 25 Oct 2021, 16:24
to Edward.Cunliffe
25 October 2021
Dear Edward,
Firstly, thanks for talking to me previously.
Obviously, I am extremely disappointed with your preliminary review; particularly as it appears you had not listened nor received a copy of the telephone conversation that I had with Mr Stephen Fisher 12 April 2021. This was absolutely paramount to my complaint.
FOR THE RECORD – I have attached a letter dated 21 October 2021 from Mr Fisher (having contacted him again on 20 October 2021). He now acknowledges my complaint remains unresolved, and has forwarded his correspondence to Audi Finance due to the fact that they were to be fully involved in my resolution.
This unequivocally supports my argument that Audi Finance’s supposed Deadlock letter in January 2021 CAN NOT be accepted in conclusion for my complaint recorded in writing in APRIL 2021.
Please appreciate, my initial reason for rejecting the vehicle was based on the Air Conditioning fault. Without doubt, this fault had clearly been present from delivery, given the historical record of its repair.
As the vehicle continued to be problematic; all further mechanical issues discussed at length with Mr Fisher on 12 April 2021, the correspondence from Mr Fisher dated 21 October 2021 proves my complaint did NOT conclude in January 2021, as Audi Finance proclaim. They are continuing to be involved in this dispute, and Mr Fisher acknowledges this by forwarding his recent letter to Audi Finance.
Furthermore, Audi Cheshire Oaks accepted and took responsibility for my faulty vehicle again on 12 FEBRUARY 2021, whereby they attempted to repair major faults, and failed again as some are still ongoing.
In response to your comment, "Passing of Agent ''. Respectfully, did you request to see this in writing from Audi Finance? I am struggling to understand the reasoning when Audi Finance and Audi Cheshire Oaks have a symbiotic relationship - Without one, there is no other. Mr Fisher advised Audi Finance would be involved in a resolution, therefore their vague Deadlock letter from January 2021 is considered obsolete.
Please acknowledge and give assurance that my complaint will not be closed with your Ombudsman Services. I shall keep you fully informed with all communication with Mr Fisher. I am certain Mr Fisher will confirm his verbal advice given to me on 12 April 2021, that Audi Finance would be involved in my resolution, as would Audi Cheshire Oaks and Audi UK(reaching a mutually agreeable three-way package of resolution).
--
Kind Regards
Darren/Jill Williamson
WIRRAL CHAUFFEURS
http://www.wirralchauffeurs.co.uk/
EXEC ONE CHAUFFEURS
Exec One Group Limited (Corporate bookings)
https://www.exec-one.com/
(0151) 648 3871 (office)
(07962) 061201 (Darren)
Visit our wedding campers:
FUNKY CAMPERS UK
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From: Stephen Fisher IR (Cheshire Oaks
Audi) < Stephen.Fisher2@inchcape.co.uk >
Date: Thu, 21 Oct 2021 at 18:45
Subject: RE: Audi A8L rejection DK19ZYW Financial agreement:
440136064801
To: Wirral Chauffeurs < info@wirralchauffeurs.co.uk >, Matt Whittaker IR
< Matt.Whittaker@inchcape.co.uk >, Audi Finance Customer Services
< AudiFinanceCustomerServices@vwfs.co.uk >
Good afternoon Mr Williamson
I am writing to acknowledge receipt of your e mail below, and I am sorry that
this matter has not been concluded for you. I understand that Audi Finance
had made their position clear, and had attempted to contact you directly. Also,
that you have been liaising with Matt Whittaker when bringing your vehicle to
the Centre in the interim.
However, it is clear from your e-mail that this matter is not resolved. I would
like to apologise unreservedly for any lack of action or confirmation on my/our
part. It remains our intention to be able to support you in this matter and I am
going to take advice from our Group Customer Services team to assist in the
next steps to move this forwards towards a conclusion for you.
I will get in touch with them tomorrow and as soon as I have spoken to them,
we will come back to you with a plan of action and ensure that there is no
breakdown in communication with you moving forwards.
Kind regards
Steve Fisher / Head of Business
Cheshire Oaks Audi | Longlooms Road East | Ellesmere Port |
Your complaint about Volkswagen Financial Services (UK) Limited (Our ref:PNX-4460450-L4F5)
Nicola Arrowsmith <Nicola.Arrowsmith@cases.financial-ombudsman.org.uk>13 May 2022 at 13:37
To: Darren Williamson <info@wirralchauffeurs.co.uk>
Our ref
PNX-4460450-L4F5
Your ref
Dear Mr Williamson
Your complaint about Volkswagen Financial Services (UK) Limited trading as Audi Financial Services
Attached is some important information about how we handle your personal details.
You don’t need to reply, but if you've got any questions, or if there’s anything you’d like to know more about, please contact me using the details below.
Kind regards
Nicola Arrowsmith | Mass Claims Consultant | 02070935934
Financial Ombudsman Service | Exchange Tower, London, E14 9SR