VW Finance

Bazza68

Hi, purchased a used VW Golf in September 2024.  Did a full HPI check through the AA prior to purchase - no issues, car finance free.  Two months ago, an asset recovery company arrived at my address to try to recover my vehicle on behalf of VW Finance.  No prior contact from VW Finance so completely out the blue, very shocking.  Away at time, contacted asset recovery company next day, confirmed to them that I would not have handed them the keys because they have no bailiff powers and there had been no process.  They said they would refer it back to VW Finance.
Three months later, VWFinance have still to apologise or confirm in writing their intentions.  They agreed to investigate and resolve the issue (under the cover of a customer complaint) within 8 weeks, still ongoing and supposedly with their 'legal team'.  
Under the Customer Rights Act 2025, Citizens Advice have confirmed that I have the right to cover what I paid from the dealer from whom I purchased it but this could be long winded and go to court.  HPI are likely to offer me 90% of the purchase price under their HPI guarantee.  Neither HPI or VW Finance will tell me when, subsequent to my purchase, a flag was replaced on the car.  
All very stressful and unfair.  Any useful thoughts and/or similar experiences would be appreciated. Thanks

Bazza68

Customer Rights Act 2015 (just to clarify)

MyRealNameToo

So to confirm, the VW Finance isnt your own finance on the car but presumably a prior owners? 

Bazza68

Yes.  My understanding is that the finance dates from when the car was new in Dec 2015

born_again

Bazza68 said:

Hi, purchased a used VW Golf in September 2024.  Did a full HPI check through the AA prior to purchase - no issues, car finance free.  Two months ago, an asset recovery company arrived at my address to try to recover my vehicle on behalf of VW Finance.  No prior contact from VW Finance so completely out the blue, very shocking.  Away at time, contacted asset recovery company next day, confirmed to them that I would not have handed them the keys because they have no bailiff powers and there had been no process.  They said they would refer it back to VW Finance.
Three months later, VWFinance have still to apologise or confirm in writing their intentions.  They agreed to investigate and resolve the issue (under the cover of a customer complaint) within 8 weeks, still ongoing and supposedly with their 'legal team'.  
Under the Customer Rights Act 2025, Citizens Advice have confirmed that I have the right to cover what I paid from the dealer from whom I purchased it but this could be long winded and go to court.  HPI are likely to offer me 90% of the purchase price under their HPI guarantee.  Neither HPI or VW Finance will tell me when, subsequent to my purchase, a flag was replaced on the car.  
All very stressful and unfair.  Any useful thoughts and/or similar experiences would be appreciated. Thanks

As it is over 8 weeks you have the right to take it to FOS.

Bazza68

Thanks. I have referred it to the ombudsman but there could be a wait of up to six months. 

born_again

Bazza68 said:

Thanks. I have referred it to the ombudsman but there could be a wait of up to six months. 

Sounds about right.
Can't make anyone go any faster. These things take time.

What exactly are you looking for out of this?

MattMattMattUK

Bazza68 said:

Customer Rights Act 2015 (just to clarify)

Consumer Rights Act 2015, not Customer.
https://www.legislation.gov.uk/ukpga/2015/15/contents

MattMattMattUK

Who did you buy the car from (private sale, dealer, if a dealer a main dealer, ltd company, or a trader)?
How did you pay for the car (bank transfer, credit card, finance)?
What does a current HPI check show?

Bazza68

Dealer, bank transfer, finance

Bazza68

Ultimate objective - keep my car by legal means