Latest information from ŠKODA

Government advice for England, Scotland, Wales and Northern Ireland, is that all retail showrooms should close to help contain the spread of COVID-19.

Why not buy from home? Your local retailer is digitally open for business and will be pleased to offer you remote purchase options for new and used cars. We are also open for a range of aftersales services, including repairs and MoT.

And of course, our retailer teams are always available via telephone or online for any sales or servicing enquiries.

You can also experience the ŠKODA range online with appointments through Virtual Showroom, where our experts can help you choose the ŠKODA that’s right for you.

There’s lots of advice and answers to the most frequently asked questions below, and if your question’s not answered please contact us directly.

If your query is about finance, please visit our Financial Services site for advice. If you have a new finance enquiry please contact your local retailer who will be able to help.

Let’s continue the journey together.

Sales & deliveries FAQs

1) Which retailers are now open?

Government advice is that all retail showrooms should close to help contain the spread of COVID-19.

Your local retailer is digitally open for business and will be pleased to offer you remote purchase options for new and used cars. We are also open for a range of aftersales services, including repairs and MoT.

Our retailer teams are always available via telephone or online for any sales or servicing enquiries.

If you need urgent vehicle maintenance and are unable to make contact with your local retailer please contact our Customer Service Centre - details are available on our Contact Us page.

2) Do I have to wear a face covering to visit my local retailer? 

Yes, in areas of the UK where it is a requirement to wear a face covering in a shop or supermarket this also applies to dealerships and showrooms. Please ensure you check the latest guidance and follow the guidelines to keep all our customers and staff as safe as possible. Details on what's required and exemptions can be found here.

3) Are your showrooms open for deliveries now?

Government advice is that all retail showrooms should close to help contain the spread of COVID-19.

Your local retailer is digitally open for business and will be pleased to offer you remote purchase options for new and used cars. We are also open for a range of aftersales services, including repairs and MoT.

If you need urgent vehicle maintenance and are unable to make contact with your local retailer please contact our Customer Service Centre on 03330 037 504 or via email or social media - details are available on our Contact Us webpages.

4) Do I need to make an appointment to visit my local retailer?

Yes. Our retailer teams are available via telephone or online for any sales enquiries or appointment booking.

5) Where open, is it safe to visit my local retailer?

We’ve made a number of changes to our usual processes to ensure everyone stays as safe as possible.

Although safety measures will be applied across every retailer, because showroom sizes and layouts differ from site to site, please talk to your local retailer for details. They’ll advise you on where to park, what to do when you arrive and anything else you should be aware of during your visit.

Of course if you don’t need to visit, then it’s best to stay home. Remember you can browse our entire model range online, and stay in touch with your retailer by phone or email.

6) Can I bring friends or family with me to visit my retailer or collect my car?

If it’s essential for you to be accompanied at your appointment then that’s ok, but we’d ask for a maximum of two people per household for the safety and convenience of staff and other customers. If this is a problem, then please speak to your local retailer. 

7) Is COVID-19 going to delay my new vehicle delivery?

In some cases, due to the knock-on effects of disruption to the supply chain, there may be some delays to vehicle delivery times compared to pre-COVID-19 levels. Please talk to your retailer to discuss your individual requirements.

8) I am a Motability customer, how am I affected through this period?

Motability, as of 4 June, reopened the scheme for customers to place new vehicle applications. 

To check your eligibility and see how you're affected, please visit the Customer FAQ section on their website or contact your local retailer for further information.

9) What precautions do you have in place to protect against the spread of COVID-19?

We’ve made a number of changes to our usual processes to ensure everyone stays as safe as possible.

Please be mindful when parking, make an appointment in advance, ensure you are wearing a face covering where required and and only visit if you and your household are COVID-19 symptom-free. We've also altered the layout of our showrooms and service areas to ensure we can maintain appropriate social distancing. In addition we’re using photos and videos where possible to share vehicle information, and carrying out rigorous hygiene checks and cleaning of vehicles. We’re also temporarily limiting the use of shared keyboards and devices, for example iPads, and ensuring any financial transactions are contactless.

Because every site is different, we’d advise you to talk to your local retailer before visiting. They’ll talk you through anything you need to know and be able to answer any questions or concerns you may have.

10) Will my car be cleaned before I collect it?

Yes, in addition to our usual service wash checklist, we’ve introduced a thorough 25 point sanitisation check which we’ll complete before handing over your car. This will ensure all the commonly touched places both inside and outside the vehicle, including the key, are cleaned with appropriate disinfectant solution before handover, and the key sealed in a plastic envelope.

11) Are you accepting part exchange vehicles?

Yes, but please speak to your local retailer as they’ll need to book you in and make sure it’s clean in advance to help protect staff, and they may ask you to confirm you’ve completed a few hygiene checks.

12) Will I be able to use the usual facilities on site?

In order to try to keep staff and other customers safe, we’ve made some changes to our showrooms and service areas which might mean the toilets are closed and refreshments unavailable. We hope this won’t cause too much inconvenience, but if you have concerns please speak to a member of staff at your retailer.

Aftersales FAQs

1) Work on my vehicle is due now. How and where can I book in? 

Our retailers are open for a range of aftersales services including repairs and MoT. To try to ensure the safety of staff and customers, we have made some changes to our sites and processes. 

Please contact your local retailer to discuss your requirements and make an appointment, or use our online service booking tool.

2) Is COVID-19 going to delay work being completed on my vehicle?

Our retailers are open for a range of aftersales services including repairs and MoT. To try to ensure the safety of staff and customers, we have made some changes to our sites and processes.

Please contact your local retailer to discuss your requirements and make an appointment or use our online service booking tool.

3) Are there any delays to parts deliveries?

Parts supply to our retailers are open for service and repairs, but to try to ensure the safety of staff and customers, we have made some changes to our sites and processes. 

Please contact your local retailer to discuss your requirements and make an appointment or use our online service booking tool.

4) I or a member of my household are currently self-isolating due to COVID-19 and work is due on my vehicle. What should I do?

Thanks for following the guidance and not visiting our sites if you or members of your household are self-isolating. Please contact your retailer at your earliest convenience to discuss your requirements or any concerns, and our teams will be happy to adjust your appointment to a more suitable time.

5) Which retailers are open for servicing and maintenance work?

Our retailers are open for a range of aftersales services including repairs and MoT. To try to ensure the safety of staff and customers, we have made some changes to our sites and processes.

Please contact your local retailer to discuss your requirements and make an appointment, or use our online service booking tool to make an appointment.

6) What can I do to help keep my car in good working order while it's not being used as much as normal? 

There are some great tips from the AA on how to look after your vehicle while it's not in use - click here to read the advice.

Finance FAQs

1) Can I get help with my VWFS finance payments?

We know these are worrying times. For advice on finance related queries please visit https://customer.vwfs.co.uk/ContactUs.html. Alternatively to view and manage your finance agreement online, click here.

2) Can I take a payment holiday? 

Volkswagen Financial Services is offering payment deferrals, also referred to as ‘payment holidays’, in line with final temporary guidance from the FCA. Please note that payment deferral requests are subject to a suitability check, to ensure that a deferral will not worsen your financial situation, based on your individual circumstances. More information, including FAQs and details on how to apply are available here.

Alternatively to view and manage your finance agreement online, click here.

3) What happens if my vehicle was due to be collected?

All vehicle collections and handovers will be completed following procedures designed to support social distancing and reduce risk. Our network partners will be in touch to confirm your collection or handover appointment date and time as well as to explain the steps that will be followed to complete the process. In the meantime, if your finance agreement is coming to an end, or has already ended, please view your options on the end of agreement page on the Volkswagen Financial Services website.

Connected services FAQs

1) How can I renew my Connected vehicle licence?

Please email details of your account here and they will be able to help you.

2) I have an issue with my Connected app, how do I get this fixed?

Please email details of your account here and they will be able to help you.

Health & safety FAQs

1) Do you have a COVID-19 site risk assessment?

Yes, the Volkswagen Group UK sites at Blakelands, Wymbush and the Technical Service Centre in Milton Keynes have a COVID-19 secure certificate to confirm they comply with the government’s guidance on managing the risk of COVID-19. The full risk assessments can be read here. For details on individual rettailer's site certificates, please contact the retailers direct.

2) Are you considering the impact on key workers who need to keep their vehicles running?

Yes we are. Many of our retailers have been open throughout the crisis, purely for essential maintenance and repairs for key workers and we continue to do all we can to support our customers.