2.3.47.2, 2017-10-10 18:26:25
FAQS

FAQS

Answers to your most commonly asked questions could be found here.

How do I find my nearest Van Centre?

  • There are Volkswagen Van Centres throughout the UK. To locate your nearest Volkswagen Van Centre, please use our Van Centre locator or phone the information service hotline 0800 717131.

How do I contact Volkswagen Commercial Vehicles Insurance?

  • The telephone number for Volkswagen Commercial Vehicles Insurance is 0330 303 6941. Lines are open from Monday to Friday: 8am – 8pm and on Saturday: 9am – 4pm.

What is the contact address for Volkswagen Commercial Vehicles UK?

  • Volkswagen Commercial Vehicles,
    Selecta Post 14,
    Sheffield,
    S97 3ZT.

How can I contact Customer Care?

What are the Customer Care opening hours?

  • By phone Monday to Friday 8.30am - 5.30pm.
  • Via Live Chat 2pm – 10pm (available on Contact Us and Find a Van Centre pages)
  • Please note the Customer Care centre is closed for all English bank holidays.

What is the telephone number for Volkswagen Roadside in Europe?

What is the telephone number for Motability?

  • Motability can be contacted on 01279 635666.

How do I register my interest in becoming a Volkswagen Commercial Vehicles franchisee

  • Write to: Network Development Manager, Volkswagen Commercial Vehicles, Yeoman's Drive, Blakelands, Milton Keynes, MK14 5AN

How do I obtain a brochure?

Where can I obtain information on accessories?

  • Please call the Information service hotline on 0800 717131.

Where can I get an English Owners Manual from? 

  • Please contact your nearest Van Centre who will be able to order one for you. To locate your nearest Volkswagen Van Centre, please use our Van Centre locator.

How can I purchase a left-hand drive vehicle for use abroad?

  • Please contact your nearest Van Centre who can advise you. To locate your nearest Volkswagen Van Centre, please use our Van Centre locator.

Are Amarok and California available in the USA and Canada?

  • Currently no Commercial Vehicle products (which includes Amarok, California and Caddy Life) are exported to North America and are therefore not available for purchase. 
    For more information on the vehicles available please go to www.vw.com (US) and www.vw.ca (Canada).

When will California/Transporter and Amarok ranges be sold in the US?

  • We are responsible for the vehicles supplied into the UK market, for information regarding the products available in America please contact the Volkswagen team in the US, their details can be found at http://www.vw.com/contact/. Not all models sold in Europe are available in the US. Potentially you may be able to import a vehicle to the US from Europe. The process is different in the US and you’d need to contact a registered vehicle importer, for more details please refer to https://www.nhtsa.gov/importing-vehicle.

Is my vehicle road tax-exempt?

  • If your vehicle was manufactured prior to 1973, no road tax is required. Should you require confirmation of the Date of Manufacture, please contact Customer Care.

How can I confirm the original build information of my Volkswagen (models produced before 1990)?

Where can I get information on down-rating a van?

  • Before undertaking any paperwork or technical alterations please contact your local Volkswagen Van Centre who will work with our conversion team to ensure the necessary factory approvals are gained to allow down rating.

Where can I obtain information on Volkswagen Financial Services?

What oil do VWCV recommend for my vehicle?

  • This will be dependant on your vehicle. Please refer to the owner's handbook for the recommended oil specific to your vehicle.

Where can I obtain details of maximum Towing Weights or a vehicles CO2 emissions?

  • For technical specifications please select relevant vehicle and look at the 'Measurements' tab. Alternatively download a brochure. For used vehicles please refer to either your data sticker contained within the handbook or alternatively your V5 document.

Can I use Bio-Diesel in my vehicle?

  • Volkswagen Group designs and manufactures its engines to function correctly with standardised European fuels. This not only ensures optimum performance, reliable running and engine longevity but ensures that environmental emissions regulations are met over the life of the vehicle. The fuel standards in question allow for the inclusion of an amount of biofuel (up to 5% within BSEN590) and our engines have been designed to accept this without modification, warranty restriction or increased maintenance. No standards currently exist for fuels which contain more that 5% biofuel and therefore in order to protect our owners from potential adverse effects from unknown fuel blends we do not recommend the use of any fuel other than standard petrol or diesel. For further information owners and drivers are requested to contact their local Dealer or refer to their owner's handbook.

What are the EURO NCAP Ratings for Volkswagen Commercial Vehicles?

  • Euro NCAP (The European New Car Assessment Programme) is a respected motoring standards body that carries out tough crash tests on new cars. These include front and side impact crash tests and assessments of child protection and pedestrian safety. While commercial vehicles are not tested as part of the programme, passenger carrier variants of commercial vehicles are. To see the full details of each test visit the Euro NCAP website here.

How can I update maps on my Discover Media satellite navigation system?

  • Please visit the Navigation maps website. You can download the full set of data in one go, or choose to download segments. Full instructions on how to perform the update are also available on the website.
  • Alternatively, please contact your local Volkswagen Van Centre to purchase an updated SD card.

Where can I get information about electronic repairs and Volkswagen workshops?

  • For more information about electronic repairs and Volkswagen workshops please visit our Volkswagen erWin site.

What breakdown cover is available on my vehicle?

Can I extend my Volkswagen Roadside Assistance cover?

  • For vehicles up to 10 years of age, please contact 0800 777 172.

What should I do in the event of a breakdown?

How do I purchase additional insurance cover for travelling in Europe?

  • Insurance packages can be purchased through your local Van Centre or for more information on Volkswagen Insurance Services please call 0800 3168026

When must I service my Volkswagen vehicle?

  • The recommended service intervals for your vehicle can be located inside your service schedule.  Should you have any queries, please contact your nearest Van Centre.

What warranty do I have on my vehicle and can I extend it?

My vehicle needs repairing under warranty and I need a loan vehicle.

  • There is no provision for a loan vehicle under the terms of the manufacturer's warranty. However, please contact your nearest Volkswagen Van Centre who will try to accommodate your request.

Where can I hire a Volkswagen commercial vehicle?

How can I service my imported Volkswagen?

  • All Volkswagen vehicles can be serviced at any Volkswagen approved Van Centre. To locate your nearest Volkswagen Van Centre, please use our Van Centre locator.

Where can I find out about Service and Maintenance Packages?

  • Please contact your nearest Van Centre who will be happy to help you. To locate your nearest Volkswagen Van Centre, please use our Van Centre locator.

When should the cambelt be replaced on my Volkswagen Commercial Vehicle?

  • The recommended service intervals for your vehicle can be located inside your service schedule. Wear to cam belts will vary and are subject to driving style, types of use. Your Volkswagen Van Centre will advise when a replacement is required. Volkswagen Commercial Vehicles UK recommend that you have your cambelt replaced every four years irrespective of driven mileage. Should you have any queries, please contact your nearest Van Centre.

Where can I find out about vehicle converters?

  • A list of out Recognised Converters can be found on our A to Z of Converters page. However, to discuss your vehicle conversion needs please visit one of our dedicated Van Centres who will work with you to identify the appropriate base vehicle and manage the conversion process for you.

Do VWCV recommend LPG conversions? 

  • As we have not tested LPG conversions in our vehicles we are unable to recommend this conversion.

Where can I find a used van?

Importing a right or left hand drive vehicle over 10-years old from an EU or non-EU country?

  • Regardless of the origin of your vehicle, if it’s over 10-years old it can be registered through the DVLA with a dating letter and a current UK MOT. A dating letter will state the date of the vehicle’s manufacture.
  • To request a dating letter for your vehicle, please email your full chassis and postal address to type.approval@vwg.co.uk. You will be contacted via email when your documents are available and being posted to you.

Importing a commercial vehicle manufactured from 2010 onwards from an EU country?

  • You will need a European Certificate of Conformity (COC) for the DVLA. The COC is an official document issued to all vehicles built to be sold and registered within the EU. The certificate confirms the vehicle has been tested and meets EU Type Approval standards. Certificates are only available in German language (that of the manufacturer) and are not available in any other language. This official document is recognised by all relevent authorities.
  • To order your certificate, please visit our Factory Logistics website. There is an administration fee of 50€ which is payable at point of ordering.

Importing a commercial vehicle from a non-EU country?

  • If you are importing a vehicle from a non-EU country you will need to contact the Driver Vehicle Standards Agency (DVSA) who will be able to provide you with an Individual Vehicle Approval (IVA) inspection.
  • A certificate of Conformity (COC) will not be available for vehicles manufactured for countries outside the EU. You will need to obtain a Statement of Compliance from the exporting country’s importer to support your IVA application.

Importing a left hand drive commercial vehicle under 10-years old from an EU country?

  • To import a left hand drive vehicle you must make sure the following modifications have been made to comply with UK road regulations:
  • Headlights permanently adjusted/replaced to suit UK traffic
  • Rear fog lights operate as a pair or only on the right hand side
  • Speedometer graduated in miles per hour (MPH)
  • Your vehicle has two exterior rear-view mirrors
  • You will need to present a Certificate of Conformity (COC) and evidence that any necessary modifications have been made, for example receipts and/or invoices, to the Vehicle Certification Agency (VCA). You will then have to register the vehicle via the DVLA.

What is a Chassis/Vehicle Identification Number (VIN)?

  • To produce the correct documents for your vehicle you’ll need to supply its unique 17 digit VIN/Chassis number. You can find this on your vehicle or in its logbook. If you have difficulty finding this number refer to the owner’s manual for your vehicle, or contact Volkswagen Commercial Customer Care by email or call 0800 783 4909.
  • If your vehicle is a 1960-74 model then it is likely to have a shorter VIN (e.g. a sequence of 10 numbers or less). Unfortunately we do not hold any records for these vehicles, to obtain any information or documentation please contact the Wolfsburg Museum at +49 5361 84 84 171 (English speaking) or:
  • For Date of Manufacture Letters - history@volkswagen.de
  • For Certificates & Data Sheets - www.volkswagen-automuseum.de

What is a Certificate of Conformity (COC)?

  • This is an official document issued for all commercial vehicles manufactured from 2010 onwards, to be sold and registered within the European Union. It confirms the vehicle has been tested and meets EU Type Approval Standards. The Certificate of Conformity is unique to each vehicle and contains various technical specifications of the vehicle at the time of manufacture.
  • Volkswagen certificates are supplied in German as standard and cannot be produced in any other language. This does not affect its validity and it will be recognised by all European Community countries for vehicle registration purposes.
  • To obtain a CoC please contact type.approval@vwg.co.uk.

Exporting to an EU country?

  • To export your vehicle to a country within the EU you will need to provide a Certificate of Conformity (COC). To order your certificate, please visit our Factory Logistics website. There is an administration fee of 50€ which is payable at point of ordering.
  • The certificate is not available for commercial vehicles pre 2010. In this instance contact the vehicle authorities of the country of import for more information on their local importation rules and regulations.

Exporting a commercial vehicle to a country outside the EU?

  • For all exports to non-EU countries you should contact the vehicle authorities of the country of import, the information on their local importation rules and regulations must be obtained from the country of import. If you need documentation, such as a Statement of Compliance, then please email type.approval@vwg.co.uk with your request stating your full chassis number. You will be contacted via email when your documents are available and being posted to you.

Chassis/Vehicle Identification Number (VIN)?

  • To produce the correct documents for your vehicle you’ll need to supply its unique 17 character VIN/Chassis number. You can find this on your vehicle or in its logbook. If you have difficulty finding this number refer to the owner’s manual for your vehicle, or contact your local Volkswagen Centre.

How do I obtain a letter for a Low Emission Zone area?

  • You may need to supply an official low emissions zone letter to confirm the EU Emissions standard of your vehicle. To request this document, please email your full chassis and postal address to type.approval@vwg.co.uk. You will be contacted via email when your documents are available and being posted to you.

How do I amend an error on a V5 registration document?

Useful contacts and links

How can I contact the Motor Industry Code Advisory and Conciliation Service?

  • Volkswagen Commercial Vehicles UK subscribes to the Motor Industry Code of Practice for New Cars. The Code sets out the standards that vehicle manufacturers comply with regarding new van sales, new van warranties, availability of replacement parts, advertising and handling of complaints.
  • In the first instance, should you feel that we have not provided a satisfactory standard with regards to new van sales, new van warranties, availability of replacement parts, advertising and handling of complaints, these should be discussed with your Volkswagen Van Centre.
  • To find your local Van Centre contact click Find a van centre.
  • Once our contact over this issue has concluded, should you feel we have not provided a satisfactory solution, we would refer you to the Motor Industry Codes Advisory and Conciliation Service. Their role is to ensure that we are acting responsibly and fulfilling our obligations under the Motor Industry Code of Practice for New Cars. This code is approved by the Trading Standards Institute.
  • The Code Advisory and Conciliation Service can be contacted using the Advice Line number below, and will offer free impartial advice. For further information you can visit their website here.
  • Code Advisory and Conciliation Service Consumer Advice Line free phone number:
  • 0800 692 0825

Where can I get signwriters drawings?

Who is the Director of Volkswagen Commercial Vehicles in the UK?

  • Carl zu Dohna is the Brand Director for Volkswagen Commercial Vehicles.

How do I obtain a replacement VIN plate for my Volkswagen commercial vehicle?

  • Please contact your nearest Van Centre who will ask you to complete the necessary paperwork. The Van Centre can then forward the paperwork on your behalf.

Where can I obtain information regarding speed limiters, Tachographs and Operator Licenses?

  • Please contact your local VOSA office.

How does VWCV monitor the level of service provided by the van centre network - in particular warranty, recall & service issues?

  • We do set specific and general parameters for all our Van Centres, particularly on subjects such as recalls and warranty repairs, and we do expect a certain level of service from them. However, the Van Centres within our network are independent businesses and are in fact franchisees of Volkswagen Commercial Vehicles , and they are ultimately responsible for the level of service they provide. Our Customer Service Centre is more than happy to liase with Van Centres on your behalf if you are unable to obtain a satisfactory resolution to an enquiry or issue.

Volkswagen Amarok - statement for VW Amarok forum, July 2011

  • All Amaroks (excluding Highline Permanent 4MOTION models) built up to and including week 29 (late July 2011) had to be issued with an IVA (Individual Vehicle Approval) from VOSA rather than the usual ECWVTA (European Whole Vehicle Type Approval). This is due to specific UK market payload requirements to enable VAT-registered customers to reclaim VAT. This has not involved any technical changes to the vehicle, and all Amaroks can legally be driven on the UK roads. All Amaroks built from week 30 for the UK will have the appropriate ECWVTA.

What can I do if none of the answers above have helped me?