FAQs
Frequently asked questions and answers
Please refer to our Contact Us page for ways to get in touch.
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 717 131.
How do I contact Volkswagen Commercial Vehicles Insurance?
The telephone number for Volkswagen Commercial Vehicles Insurance is 0345 877 6355. Lines are open from Monday to Friday: 9am – 6pm.
What is the contact address for Volkswagen Commercial Vehicles UK
Volkswagen Commercial Vehicles
PO Box 9004
Leeds
LS1 9WA
How can I contact Customer Care?
Customer Care details:
- Email: customercare@vwcv.co.uk
- Telephone: 0800 783 4909
What are the Customer Care opening hours?
- By phone Monday to Friday 8am - 5.30pm.
- Via Live Chat Monday to Sunday 8am-10pm.
Please note the Customer Care centre is closed for all English bank holidays.
What is the telephone number for Volkswagen Roadside in Europe?
The Assistance in Europe central hotline number is 00800 88776655. For more information please read our Roadside Assistance handbook [1.6 MB] or view our Volkswagen Roadside Assistance page.
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 long does it take to get a new vehicle?
Delivery times for some of our model lines are longer than we would like due to ongoing global shortages of certain components. Please be assured we are working hard to find solutions to supply chain issues and provide accurate information to your local Van Centre, who will always be best placed to keep you up to date with specific production and delivery timings.
If the delay causes any issues please do not hesitate to contact your local Van Centre. They can discuss mobility solutions, or help you look after your current vehicle while you wait and assist you with finance solutions if appropriate. They can also advise you on any new and used vehicles which might be available from stock. Contact your local Van Centre to find out more
How do I obtain a brochure?
Please download a brochure online.
Where can I obtain information on accessories?
Please visit the Accessories section of our website here or call the Information service hotline on 0800 717131.
How can I contact Connected Car Support?
Please call 0800 279 7508.
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 the Amarok and California available in the USA and Canada?
Currently no Commercial Vehicle products (which includes the 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 the 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.
How can I confirm the original build information of my Volkswagen (models produced before 1990)?
Our factory museum retains a lot of information on historic models and can be contacted by visiting the following website: http://automuseum.volkswagen.de/en/the-museum/contact.html
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?
Please call your local Volkswagen Commercial Vehicle Van Centre. Your Van Centres will be able to provide finance quotes on new and used vehicles and provide information on the full range of Service and Maintenance policies available from Volkswagen Financial Services.
What oil do Volkswagen Commercial Vehicles recommend for my vehicle?
This will be dependent 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 vehicle's 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 biodiesel 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. From the summer of 2021 the standard petrol grade will change from 5% biodiesel (E5) to 10% (E10). Most of the petrol engines sold previously will accept E10 fuel without modification, warranty restriction or increased maintenance. The only vehicles that are not compatible are listed below.
- Caddy 1, 1982-1992
- Caddy 2, 1995-2004
- T1, 1949-1967
- T2, 1967-1979
- T3, 1979-1982
- LT1, 1975-1996
In the case of the exceptions listed above, the fuel used up to now should continue to be used (e.g. E5).
If a non-Volkswagen auxiliary or parking heater has been retrofitted to a vehicle, the suitability for E10 must be clarified separately with the respective manufacturer.
No standards currently exist for fuels which contain more that 10% 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, please contact your local Volkswagen Van Centre or refer to the 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.
What should a customer do when purchasing a used vehicle that has not yet been updated with the software?
If you purchase your used vehicle from one of our approved network of dealers, the vehicle should already have had the technical measure applied and so you do not need to do anything.
If you purchase your used vehicle from elsewhere (e.g. a private seller or a dealer outside of our network), and the vehicle has not yet had the voluntary service action applied, you can contact your nearest Volkswagen Van Centre and, if you wish to do so, have the voluntary service action applied to the vehicle.
For further information, you can also contact the Volkswagen Commercial Vehicles diesel hotline on 0800 954 0225
How have customers with affected vehicles, in the first instance, been contacted?
Volkswagen Commercial Vehicles have already communicated directly with customers who were registered as the owner of an affected vehicle via a number of letters.
You can also check if your vehicle is affected by using the VIN Checker tool on our website.
I am an owner of an affected vehicle and live in the EU27. I chose not to take part in the software implementation measure. Am I allowed to continue to drive in Germany (for example upon holiday)?
Yes – owners with an affected vehicle can continue to drive their vehicle in Germany when on holiday (whether or not the technical measures have been implemented in that vehicle).
Further, owners with an affected vehicle can continue to drive their vehicle in the UK (whether or not the technical measures have been implemented in that vehicle).
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?
All new Commercial Vehicles, Caravelles and Californias supplied by the Volkswagen UK network receive 3 years, unlimited mileage, Volkswagen Roadside within the UK and Europe. For more information please read our Roadside Assistance handbook or view our Volkswagen Roadside Assistance page.
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?
The Volkswagen Roadside Assistance telephone number is 0800 777172. Lines are open 24 hours a day, 365 days a year. For more information please read our Roadside Assistance handbook or view our Volkswagen Roadside Assistance page.
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?
Please visit our Warranties section.
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?
Please contact Volkswagen Van Rental on 01908 467450.
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 our Recognised Converters can be found on our Find a convertor 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.
Does Volkswagen Commercial Vehicles recommend LPG conversions?
As we have not tested LPG conversions in our vehicles we are unable to recommend this conversion.
Where can I find out about used vehicles?
For more information, please visit our Used vehicles section.
What is the benefit in kind on a commercial vehicle?
This will depend on whether the vehicle is a van or a car for income tax purposes. HMRC have issued guidance on whether a vehicle is deemed to be a van or a car which can be accessed at https://www.gov.uk/hmrc-internal-manuals/employment-income-manual/eim23110 Note that the definition of a car and a van differ for income tax, VAT and VED purposes and therefore a vehicle classed as a van for VED purposes may still be a car for income tax and / or VAT purposes.
The benefit in kind value for a van is a flat rate of £3,230 per annum (for tax year 2017/18). HMRC will not consider a van benefit as arising where private use is insignificant. For further details see https://www.gov.uk/hmrc-internal-manuals/employment-income-manual/eim22745
The benefit in kind for a car is calculated based on the P11D value of the car multiplied by the relevant CO2 emissions %. A 3% surcharge applies for diesel vehicles up to the maximum of 37%.
The taxation of employer provider vehicles can be very complex. Volkswagen Commercial Vehicles does not advise on the tax status of any of its vehicles. We recommend that you seek advice from a professional advisor or HM Revenue & Customs. The information stated above should not be construed as tax advice, and is provided for information only.
What about fuel for private mileage?
Where fuel is provided by the employer for private mileage, an additional benefit in kind will arise. In the 2017/18 tax year, the value of the benefit is £610 per annum for vans. The value of the benefit for private fuel provided for a car is £22,600 multiplied by the relevant CO2% (as for the car benefit).
What is the position of double cab pick-ups?
Special rules apply for double cab pick-up vehicles. Where the payload capacity exceeds one tonne, the vehicle is considered a van for income tax purposes. See https://www.gov.uk/hmrc-internal-manuals/employment-income-manual/eim23150 for further information. This rule does not apply to any other type of 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.
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 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 free of charge.
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)?
The Certificate of Conformity 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 relevant authorities.
To order your certificate, 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 free of charge.
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 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 free of charge.
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 you are importing the vehicle to, for more information on their local importation rules and regulations.
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 free of charge.
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 Van 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?
If you need to amend an error on your V5 registration document please contact Volkswagen Commercial Customer Care by email or call 0800 783 4909.
Useful contacts and links
If you need help with importing or exporting your Volkswagen you can email customercare@vwcv.co.uk or call 0800 783 4909.
- Driver Vehicle Standards Agency (DVSA): 0300 123 9000
- VCA (Vehicle Certification Agency): 0117 952 4164
- DVLA (Driver and Vehicle Licensing Agency): 0300 222 111
- London Low Emission Zone enquiries: 0343 222 1111
- To order your certificate of conformity please visit our Factory Logistics website
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: 0345 241 3008 (option 1)
Where can I get signwriters drawings?
All signwriters drawings for current and previous models can be downloaded from: https://bb-database.com/jctumbau/en/web/international
Who is the Director of Volkswagen Commercial Vehicles in the UK?
Cian O’Brien 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 Volkswagen Commercial Vehicles 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?
Please contact us with your question.
Covid-19 FAQs
Our showrooms are fully open for you to visit, for new and used vehicle sales, as well as the full range of servicing functions. And of course if you prefer, you can buy from home: your local Van Centre is digitally open for business and will be pleased to discuss and offer you remote purchase options.
While you are welcome to drop in, to avoid waiting times or disappointment, we always encourage you to contact your Van Centre in advance to book a test drive or showroom appointment. Our teams are available via telephone or online, and for service appointments, you can also use our online booking tool.
Yes, test drives are available. Please contact your Van Centre online or via telephone to arrange an appointment and get behind the wheel of the model you’re interested in.
Except where legal restrictions still apply, it is not a requirement to wear a face covering. However we continue to strive to keep all our customers and our teams safe and feeling comfortable. If you are in contact with someone during a visit and would like them to wear a mask, please just ask. Likewise, if they request that you wear one, we'd kindly ask for your support and co-operation.
In order to keep all our customers and teams as comfortable and safe as possible, we would kindly ask that you do not visit a showroom if you have symptoms of or have tested positive for COVID-19. Please contact your Van Centre to discuss your requirements, and our teams will be happy to adjust your appointment to a more suitable time.
For advice on finance related queries please visit the Volkswagen Financial Services website Alternatively to view and manage your finance agreement online, click here
