Audi UK customer service — practical, expert guide

Contents

1 Audi UK customer service — practical, expert guide

Overview of Audi UK customer service

Audi UK channelises after‑sales support through two linked networks: the national Audi Centre and Approved Dealer network (over 160 locations across the UK as of 2024) and a central manufacturer Customer Relations team reachable via the official website (https://www.audi.co.uk). The manufacturer sets warranty, recall and technical bulletins, while local Audi Centres deliver day‑to‑day services: diagnostics, repairs, parts supply and MOT preparation. This dual structure is designed to keep manufacturer standards consistent while letting local teams manage appointments and immediate care.

For owners of new Audi cars the standard manufacturer warranty in the UK remains a 3‑year warranty from date of registration (unlimited mileage for most models as of 2024) and new vehicles typically include a period of Audi Assistance roadside cover. Audi’s service policy links servicing intervals to either time (usually 12 months) or mileage (commonly 10,000–18,000 miles), driven by the car’s Service Interval Indicator (SII) rather than a fixed annual date for many modern models.

Contact channels and immediate support

Official website and dealer locator: https://www.audi.co.uk — use the dealer locator to find the nearest Audi Centre address, opening hours and direct phone number. Most dealers publish live availability and online booking slots.

MyAudi app and online account: customers can book services, view service history, and receive software/recall notifications via MyAudi. The app also stores VIN and registration details for faster support.

Roadside assistance (Audi Assistance): new cars commonly include a period of 24/7 roadside support; check your car’s documentation or Ask your Dealer for your specific assistance policy and emergency number. Dealers will also arrange onward mobility or recovery in breakdown scenarios.

Social and email channels: Audi UK operates official social channels and an online contact form for Customer Relations. For urgent safety or recall matters, use the in‑app notification or direct dealer line rather than social media.

Practical tip: when you contact any channel, have the vehicle registration (e.g., AB12 CDE) and the VIN (17 characters) to hand — this saves 10–15 minutes in initial triage and avoids repeat calls.

After‑sales services: servicing, parts, MOT and costs

Service types and pricing vary by model and engine. Typical UK dealer price ranges (2024 market observations) are: interim service £150–£250; full annual service £250–£550 depending on labour time and parts used. Major items — brake pads, discs, timing components and batteries — carry parts costs that can range substantially: front brake pads £60–£150, batteries £100–£250, and a timing belt/chain service can run into the £600–£1,200 band for complex engines. Always ask your chosen Audi Centre for a detailed written estimate before authorisation.

MOT fees in the UK are set by government maximum caps (Class 4 cars capped at £54.85 as of 2024); dealers may charge additional labour to prepare a vehicle for MOT if repairs are required. Audi Approved parts carry a parts warranty (period varies; typical parts warranties are 12–24 months when fitted by a dealer) and genuine parts are recommended to maintain warranty and resale value.

Booking, digital tools and documentation

Booking a service or repair is fastest through the Audi dealer locator and online booking on the Audi UK website or via your MyAudi account. When booking, specify whether you need a courtesy car or collection/delivery — these services are offered by many Audi Centres but must be booked in advance. Typical courtesy car fees vary: complimentary for warranty repairs in some locations, otherwise from £20–£60 per day depending on vehicle class and insurance cover.

Keep a digital folder with these documents: service invoices, MOT certificates, warranty booklets, finance agreement (if applicable), and photos of any defects. When you present a complaint or seek goodwill consideration, a complete digital record (PDFs/photos) reduces resolution time from weeks to days because Customer Relations can assess the history immediately.

Complaints, escalation and dispute resolution

Step 1 — Dealer resolution: raise the issue with the service manager at the dealer where work was carried out. Ask for a written Job Card and estimate. Allow 3–10 working days for investigation on mechanical issues.

Step 2 — Audi UK Customer Relations: if the dealer cannot resolve, escalate to Audi UK Customer Relations via the website contact form or emailed correspondence. Provide VIN, registration, dates, invoices, photos and the dealer job card.

Step 3 — Independent ADR / Motor Ombudsman: if you remain dissatisfied after Audi UK’s final response (or 8 weeks with no satisfactory resolution), you can refer the complaint to an Alternative Dispute Resolution scheme such as The Motor Ombudsman (details at themotorombudsman.org) or, for finance disputes, the Financial Ombudsman Service. UK ADR rules typically require businesses to acknowledge complaints quickly and respond fully within 8 weeks.

Expect formal acknowledgements within 3–5 working days and a substantive written reply within 15 working days in routine cases. If the case involves safety recalls or manufacturer technical campaigns, resolution can be faster because parts and technical instructions are controlled centrally.

Practical tips to accelerate a resolution

Always collect three pieces of objective evidence: (1) the VIN/registration, (2) dated invoices or service stamps, and (3) clear photos or video of symptoms. When speaking to staff note the advisor’s name and request a reference number for the complaint. For disputes over value or loss, small claims in England and Wales can be an option (track ceiling for small claims is £10,000 as of 2024) but use ADR first — it is faster and less costly.

Finally, retain receipts and a timeline. A concise, evidence‑packed case submitted to Audi UK Customer Relations typically reduces turnaround from several weeks to days. For safety or recall concerns, prioritise dealer contact and use the MyAudi app to receive and confirm recall appointments — these are logged centrally and will show expected parts lead times and booking availability.