General Support Requests

If you need help in any payment related topic don‘t hesitate to contact us via our customer support:

Telephone: +49 5361 379 38 38
Email: support-vwpayments@vwfs.com


Complaint Handling

Volkswagen Payments S.A. always strives to offer you the best service. If you are still dissatisfied, we would appreciate to receive your feedback in order to improve our service. Please send an email to: complaintsVWFSLux@vwfs.com. We will examine your request as soon as possible and respond within 15 working days from the date of receipt, depending on the complexity of the situation.

If you are not satisfied with our response, you can escalate your complaint to the following places:

  1. Senior Management of Volkswagen Payments S.A.: you can submit your complaint directly to our Senior Management by emailing to: complaints-vwpayments@vwfs.com
  2. Commission de Surveillance du Secteur Financier (CSSF), Financial Supervisory Authority in Luxembourg. You can submit your complaint to CSSF at the following address: 110 Route d'Arlon, L-2991 Luxembourg. For more information on CSSF and how to contact them, please visit: http://www.cssf.lu.