Car Finance Goodwill Payment From Repayment Difficulties
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I have received a letter from VWFS regarding a car I purchased on PCP in 2015 and subsequently refinanced in the car in 2019 to fully repay and purchase the car.
During COVID I struggled with repayments and they have now written to advising that they are offering me a goodwill payment and I am unsure if I should accept it or not.
I would be grateful of any advice.
Thanks
Greg
The letter is worded as follows:-
We strive to provide customers with high quality services, and to ensure we are achieving this we carry out internal reviews. We've recently looked at how we have previously supported customers who contacted us about repayment difficulties or have missed payments in relations to motor finance products.
Whilst we have not specifically review our interactions with all our customers, our finding show that we may not have provided you with a service that meets the standards we aim to deliver.
We are deeply sorry if this was not the case and to make amends for an unnecessary inconvenience we are making a goodwill payment to you of £400.
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During COVID I struggled with repayments and they have now written to advising that they are offering me a goodwill payment and I am unsure if I should accept it or not.
I would be grateful of any advice.
Thanks
Greg
The letter is worded as follows:-
We strive to provide customers with high quality services, and to ensure we are achieving this we carry out internal reviews. We've recently looked at how we have previously supported customers who contacted us about repayment difficulties or have missed payments in relations to motor finance products.
Whilst we have not specifically review our interactions with all our customers, our finding show that we may not have provided you with a service that meets the standards we aim to deliver.
We are deeply sorry if this was not the case and to make amends for an unnecessary inconvenience we are making a goodwill payment to you of £400.
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5
Comments
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If you'd like £400, then accept it.1
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Free money sounds nice. I would accept and say thank you very much."We act as though comfort and luxury are the chief requirements of life, when all that we need to make us happy is something to be enthusiastic about” – Albert Einstein0
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It's not clear from your post in what way their service failed to meet their standards. Why are you questioning whether you should accept it? Do you feel it should be more?
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gregc77 said:I have received a letter from VWFS regarding a car I purchased on PCP in 2015 and subsequently refinanced in the car in 2019 to fully repay and purchase the car.
During COVID I struggled with repayments and they have now written to advising that they are offering me a goodwill payment and I am unsure if I should accept it or not.
I would be grateful of any advice.
Thanks
Greg
The letter is worded as follows:-
We strive to provide customers with high quality services, and to ensure we are achieving this we carry out internal reviews. We've recently looked at how we have previously supported customers who contacted us about repayment difficulties or have missed payments in relations to motor finance products.
Whilst we have not specifically review our interactions with all our customers, our finding show that we may not have provided you with a service that meets the standards we aim to deliver.
We are deeply sorry if this was not the case and to make amends for an unnecessary inconvenience we are making a goodwill payment to you of £400.
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Assuming the letter is genuine, then accept the £400. It is money for nothing.
If you don't want the £400, still accept it and then donate to charity.0 -
You can also use the MSE tool to check if VWFS (and any other finance lenders) charged you any discretionary commission, it's here https://www.moneysavingexpert.com/reclaim/reclaim-car-finance/.0
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ManyWays said:You can also use the MSE tool to check if VWFS (and any other finance lenders) charged you any discretionary commission, it's here https://www.moneysavingexpert.com/reclaim/reclaim-car-finance/.0
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Did you accept the payment?0
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