Customer FAQs

About loan cars

Windrush operate a small fleet of customer loan cars that are designed to give economical and convenient transport to its customers. So, whether your car is with us for one or more days, you will only ever pay for one. Windrush insurance is supplied at no extra charge – the only thing we ask is that you replace any fuel that you use. On the day we will need to see your driving licence plus any other form of identity such as a credit card.

Cancel or amend your booking

If you need to make any changes, please call our booking centre on 01753 670200, select option 1 and then option 2 (Slough) or 01628 682100, select option 1 and then option 2 (Maidenhead) where our advisors will do their best to assist. Alternatively, please email us at slough.workshop@windrush.co.uk or maidenhead.workshop@windrush.co.uk

When amending or cancelling your booking, please let us have your registration number, contact phone number and the date of your booking along with your requirements and leave the rest to us.

Collection and delivery for a nominal charge

If you have booked ‘Collection and delivery’ from your home or office we will be aiming to be with you between 8am and 11am. We will return the vehicle at a time that is most convenient to you. Sometimes the traffic can work against us but we will always do our utmost to keep you informed of any possible delays. We will take great care of your Volkswagen and it will be covered by our insurance while it is with us. We always prefer that you remove as many valuable possessions from the car as possible and to ensure that we can access the boot without disturbing your personal items.

Diagnostics bookings – ‘our commitment’

We understand the ‘unknown’ that relates to authorising an initial diagnostics booking and what the outcome might be so we thought it would be useful to detail how we approach diagnostics and also what other benefits are included.

Windrush only operate with its customers’ interests at heart and adhere to the highest levels of integrity in thoroughly diagnosing reported faults. There are occasions when involved diagnostics require further time for investigation but we will never proceed without talking with you first to explain the issues or discuss any extra charge.

Most importantly, if we conclude that the booked fault is covered by Volkswagen warranty or rework related to a previous Windrush repair then the diagnostics charge will be removed.

In addition, we will complete a full Vehicle Health Check that is sent to you by email or text with a link to a supporting video report and, as a Volkswagen Approved Service Centre, we also exclusively complete factory checks and apply any identified recalls and technical updates without extra charge (non-approved centres cannot offer this service).

If you are still considering whether to proceed with a booking, please feel free to contact our booking team on 01753 670200, select option 1 and then option 2 (Slough) or 01628 682100, select option 1 and then option 2 (Maidenhead) where our advisors will do their best to assist. Alternatively, please email us at slough.workshop@windrush.co.uk or maidenhead.workshop@windrush.co.uk

While-u-wait

Booking a ‘while-u-wait’ appointment works very well for our customers who have time on their hands or would like to work in one of our Club lounges with Free WiFi, refreshments and, possibly, enjoy a little SKY TV. We will always estimate the length of your stay but, if we feel its going to take a little longer or additional work is required, we will always keep you updated. Our Maidenhead Service Centre is within a few minutes of the main shopping centre if you want to stretch your legs and our Slough centre benefits from having a showroom full of new Volkswagen cars that you can browse while-u-wait.

Ordered a new Volkswagen? What you need to know

Thank you for buying your new Volkswagen from Windrush. We greatly appreciate your custom and we will do as much as possible to ensure everything is straightforward and enjoyable up to the point of delivery and beyond. We will keep you updated with your Volkswagen's servicing requirements and future opportunities for what will hopefully be your next Volkswagen from Windrush.

Our main priority is to deliver the highest levels of customer service and to make your purchase an enjoyable experience. Once you have taken delivery of your car, Volkswagen will contact you to ensure that we have delivered on our promise. However, if at any point you have any questions or concerns, please email us at windrush@windrush.co.uk and our management team will respond promptly.

We have listed some of the information that you will need ahead of delivery below plus a little about what happens after – we hope that you find it useful.

In the event of a 'no-deal Brexit’, vehicles arriving in the UK may be subject to new import duties/tariffs. It is therefore prudent that we clarify the scenarios that may apply for such an event. Volkswagen have the right to amend the pricing of your new Volkswagen for any added import duties or tariffs that might be applied. In the event of this happening it could apply to any order placed on or after 1st February 2019. The aforementioned scenarios could apply to Retail and Motability sales.

Thank you again for choosing Windrush.

Payment options

Debit and credit card payments can be accepted to a maximum of £1,000 for deposit purposes only. Please note transferred funds will need to be received by the preceding Friday for weekend collections.

Due to money laundering regulations we can only accept a maximum of £5,000 cash in total. Personal cheques and bankers or building society cheques cannot be taken as part or full payment.

Balance of payments by direct transfer only to:

National Westminster Bank, Milton Keynes
Account: 82218323 for Slough purchases
Account: 82231885 for Maidenhead purchases
Sort Code: 60 14 55 is the same for either branch

Taxing your vehicle

Taxing of your new vehicle will take place at delivery. It is a DVLA requirement to ensure that your new car is registered by you to the address that you require and to ensure that you receive future renewal reminders correctly. Payment on the day can be made with any recognised credit or debit card. A complimentary 5 days’ free cover can be obtained from Volkswagen Insurance by calling 0345 300 6119 and quoting dealer code 349 Slough or 401 Maidenhead. If you hold a road fund licence exemption certificate, please ensure this is given to us.

If you have a part-exchange

If you are part-exchanging your vehicle, we will require the following:

Vehicle registration document
Current MOT certificate, if applicable
All service history and supporting invoices, electronic service history’s should be printed out and handed over on the day.
Please bring both sets of keys

We will remind you along the way

Once you have taken delivery of your new Volkswagen from Windrush we will continue to stay in touch to guide you through the ownership experience over the lifetime of your vehicle. We are always here to help you with any questions you may have. Below are some details on how we aim to keep you informed.

In 24 hours…

We will be in touch with you to check that you were extremely satisfied with your experience with Windrush and to answer any initial questions that you may have since you left the showroom.

In 11 months…

Nearly a year has gone past since taking delivery of your car. We will be in touch with you to check that you’re still enjoying it and to answer any questions that may have arisen in the last 11 months. In approximately seven months, there will also be a reminder that we’ll be calling you to do an account review.

In 12-23 months’ time…

Within this period, we’ll be constantly monitoring your agreement and we will contact you regarding your Plan.

You will be invited in for an account review with one of our showroom managers. At this stage we can advise you when you’ll get the best value upgrade on a brand new Volkswagen. That’s because the equity in your car will be at the peak of its value, so you may be surprised what you can get.

Servicing and maintenance

To ensure your car is kept in tip-top condition and, to maintain its value and integrity, we will send you the occasional reminder regarding servicing and maintenance that is due on your vehicle.

Once your car is booked in with us, we also email you useful service booking reminders.

We will also advise you of any issues discovered during a free Visual Health Inspection on your vehicle to make you aware of any faults or urgent maintenance required.