Coronavirus (COVID-19)

Latest information from ŠKODA

Showrooms and workshops across the UK are now open for a full range of services, except where local restrictions apply. Please contact your local retailer via email or phone and we will be delighted to deal with your enquiry, and remember we are also always digitally open.

Our customers, colleagues and communities are at the heart of everything we do. We want to reassure you we’re following government advice, and working responsibly with our retailer network to support our customers. Please note that where it is now a requirement to wear a face covering in a shop or supermarket, this also applies to our local retailers. You can check what’s required here.

If you’d like to see details of your finance agreement you can view and amend your contact details, payment date, vehicle registration as well as request certain documents, a settlement figure, or make a payment for any arrears using your online account

For other finance-related queries please email customerservices@vwfs.co.uk or call ŠKODA Financial Services 0370 333 4449.

To view our COVID-19 Risk Assessment please click here.

Let's continue this journey together


Sales & deliveries FAQs

1) Which retailers are now open?

Showrooms across the UK are now open, except where local restrictions are in place. Please check with your local retailer for opening hours and ensure you make a timed appointment to visit. For tips on what to expect when you visit and the changes we've made to try to keep everyone safe, please click here.

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?

Yes, showrooms across the UK are now open, with sites are offering a full range of services, except where local restrictions are in place. Please check with your local retailer for opening hours and ensure you make a timed appointment to visit. For tips on what to expect when you visit and the changes we've made to try to keep everyone safe, please click here.

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

Yes. In order to protect customers and staff while maintaining social distancing we need to manage the number of people on site - as well as making some changes to our usual processes, so please make sure you have an appointment. Your local retailer will confirm your appointment by phone or email in advance. For everyone’s safety please do not visit if you or anyone in your household has COVID-19 symptoms or is self-isolating.

5) 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. Please click here to watch this short video for more details.

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?

Our retailers are now open across the UK except where local restrictions are in place, so please contact your local retailer to check when your vehicle will be available and make a collection appointment. New vehicles ordered direct from the factory are likely to take longer to be built than usual as our factories and supply chains across Europe have been disrupted and have restrictions in place. Your retailer will be able to discuss your individual requirements with you. 

8) If my new vehicle order is late will this affect the price and tax and, if so, how?

The purchase price of your vehicle won’t change but it may be subject to an increase in VED (Vehicle Excise Duty) as these rates went up on the 1st April.

9) Now that your factories are starting production again, how long will it be until I get my new vehicle? 

Although many of our factories are producing vehicles again, and supply chains are being re-established, it will take a little time for production to return to pre-COVID-19 levels. That said, retailer teams are available and ready to discuss new and used car sales, either for new or existing enquires, and are well-stocked with a wide range of models already in the UK, ready to be delivered soon.

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

Motability is extending any customer leases which are about to end by six months. There's plenty of information on their website and details of how to contact them if you have further questions.

11) 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 click here to watch this short video for more details.

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.

12) 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.

13) Are you accepting part exchange vehicles?

Yes, but please speak to your local retailer here as they’ll need to 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.

14) 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 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 now 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 click here to watch this short video for details.

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

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

Our retailers are now 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. Click here to watch this short video for details.

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 is operating as usual, but if you’re concerned contact your local retailer. Please note all visits to retailers are currently available by appointment only, so make sure you call in advance.

4) I have a ŠKODA Financial Services service plan on my vehicle but can’t get my vehicle serviced due to COVID-19 restrictions. What will happen to my service plan?

We have taken the decision to extend all service plans which are due to end in 2020 by six months to ensure you have time to get a service without having to worry about your plan expiring. Please contact your local retailer as soon as possible or use our online service booking tool to make an appointment.

5) Is it illegal to drive without an MOT if I can't get in anywhere to have one done?

The Government has confirmed that MOT due dates for cars, motorcycles and light vans will be extended by 6 months from 30 March 2020. Please contact your local retailer as soon as possible or use our online service booking tool to make an appointment.

6) I have VWFS MOT insurance. Will my cover be honoured to take into account the Government's 6 month MOT extension?

Yes, the insurer has agreed to give a grace period of 30 days after the exemption period has expired for you to have your MOT carried out, and still be covered for MOT protection. Please contact your local retailer as soon as possible or use our online service booking tool to make an appointment.

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

Our retailers are now 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 click here to watch this short video for details.

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

8) 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.

Warranty FAQs

1) What happens if my new vehicle warranty is about to expire, but my retailer can’t fit me in for warranty work?

If your new vehicle warranty expires between 1 March and 31 May, but any repair for a valid warranty claim could not be completed before the expiry date due to government measures related to COVID-19, we will automatically extend your warranty period by three months. If you need to make a warranty claim during this extended period, you can book your vehicle in with your dealer as normal. Please note that any mileage restrictions to your warranty continue to apply.

2) If I miss my scheduled service due to COVID-19 does this invalidate my warranty?

If your service is carried out late due to disruption caused by COVID-19, the servicing delay will not invalidate your vehicle's warranty. What's most important is to get the service done as soon as you can, so please contact your local retailer to make an appointment as soon as possible or use our online service booking tool.

3) I have a ŠKODA Approved Used Warranty. What happens if work is not done during the warranty period because the dealership can’t fit it in?

If there is a valid Approved Used warranty claim on your vehicle but the repair could not be completed before the warranty expired due to the current Government measures related to COVID-19, these repairs will be accepted by ŠKODA as being covered by warranty, providing you log your claim with your local ŠKODA retailer as detailed in the cover booklet provided to you at purchase.  

Please contact your retailer as soon as possible or use our online service booking tool to make an appointment as soon as possible. 

Alternatively, please call ŠKODA Approved Used Warranty on 0333 043 3782.

Recall FAQs

1) I've had a letter to say a recall is due on my vehicle. What should I do?

The DVSA temporarily paused the requirement to complete vehicle recalls due to COVID-19. Please contact your local retailer to have the work completed as soon as possible. 

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/contact-us.html. Alternatively to view and manage your finance agreement online, click here.

2) Can I take a payment holiday? 

ŠKODA Financial Services is offering payment deferrals, also referred to as ‘payment holidays’, from Monday 27th April, 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: https://customer.vwfs.co.uk/contact-us.html. Alternatively to view and manage your finance agreement online, click here.

3) My car is due a service as part of my PCP contract. What should I do?

Our retailers are open for service and repair work, so please make an appointment as soon as possible. If this isn't currently possible, don't worry, but do contact your finance provider to discuss your specific situation. Alternatively to view and manage your finance agreement online, click here.

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) 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.