German car manufacturer Volkswagenagreed to pay damages totaling $28 million to approximately 110,000 customers for deficiencies in its lending practices in the United Kingdom. In addition, the British government A fine of $6.9 million affordable.

If the decision The UK Financial Conduct Authority This was taken as a result of the research conducted by (FCA). The FCA found that Volkswagen had great difficulty providing support or communicating with customers when they were in financial difficulties.

Ignoring special situations

During the investigation, the seizure of some customers (take back the vehicle) in their processes faced with additional costs was determined. The report includes a situation where a customer was charged $20,000.

In the FCA’s investigation between January 1, 2017 and July 31, 2023, Volkswagen’s British financial group does not sufficiently respect the rights of the customer and was found not to have provided fair treatment. The report highlighted that an automatic and rigid process was implemented, that this process did not take into account special situations and that no options were provided to compensate for delayed payments.

It is expected to implement a more transparent and honest communication process in the future.