COVID-19 (CORONAVIRUS) UPDATE

Following the government advice issued on 25th May, Lexus new and used car sales facilities in England are preparing to reopen with social distancing and enhanced hygiene measures from Monday 1st June but the majority of our servicing departments are already open by appointment only.

In these challenging times our priority is always to ensure the well-being of our customers and staff. We want to reassure you that we are working alongside our centre network to follow government advice and maintain the safety of our customers and colleagues at all times.


Service, MOT, Maintenance, Repair


In England, most of our workshops are now fully open. As well as supporting critical workers, they are also helping any customers who require vehicle servicing, MOT testing, maintenance or repairs.

The UK Government has granted some flexibility on MOT testing and Lexus will take a sympathetic approach to service and warranty at this time. However, it is important to get the service and MOT completed as close to the due date as possible. We encourage customers to contact their local dealer to schedule their appointment. Please be reassured that our dealer network has implemented stringent measures to maintain the safety of our customers and teams.

Wherever you are located in the UK, please contact your local centre in the first instance or our UK customer service team on 0345 1295484.

New and used car sales


In line with the government advice issued on 25th May, Lexus new and used car sales facilities in England are preparing to reopen, with social distancing and enhanced hygiene measures in place, from Monday 1st June.

To protect customers and staff, we will be managing the number of people at each centre and adapt our usual processes. To help us with these measures, we ask that you contact your centre to book an appointment in the first instance.

Many centres can be contacted from today and can provide digital services to help you with your requirements.

We look forward to welcoming you back to Lexus.

Trade Parts


If you are an independent repairer and require Lexus parts, we have a number of trade hubs across the network to support your requirements. For information, contact your local centre in the first instance.

Roadside assistance


Members of Lexus Roadside Assistance can call for all breakdown and roadside assistance on 0800 246 866.

Extension of Roadside assistance


To support our loyal customers during this difficult time, and support their peace-of-mind, any live Lexus Roadside Assistance memberships as at 23rd March have had 3 additional months extension of cover applied free-of-charge.

If your Lexus Roadside Assistance membership had expired and not been renewed between 1st February 2020 and 23rd March we extended your cover at no cost to you until 31st May 2020.

You do not need to do anything to claim this additional cover – it has been automatically applied.

Lexus Roadside Assistance continues to be available for new members and for existing customers to renew their policies from just £7 per month. To renew your vehicle’s cover please visit https://www.lexus.co.uk/owners/roadside-assistance/ or contact our membership team on 0800 169 0393.
Lexus Roadside Assistance for key workers


From 3rd April 2020, Lexus extended the full benefits of roadside assistance cover to all key workers who own a Lexus. Working in partnership with the AA, we are providing the cover regardless of whether you have previously had Lexus Roadside Assistance membership.

For a full list of keyworkers, please see our FAQ section below.

The free cover is being introduced as an open-ended benefit, available until further notice, for all Lexus vehicles, of any age.

Further details of the comprehensive cover available under the Lexus roadside assistance programme, including terms and conditions, can be found here: https://www.lexus.co.uk/owners/roadside-assistance/

How to obtain assistance: If assistance is required, the vehicle driver should call the Lexus Roadside Assistance Team on 0800 246866.

Flat Battery? We are ready to help.


If you have a flat battery and you have Lexus Roadside Assistance, please contact them on 0800 246866 or contact your local Lexus Centre.

We will continue to monitor the evolving national situation, in particular any changes to the government guidance in place in each of the UK’s home nations. We will do our best to keep you informed as quickly as possible of any changes.

YOU MAY ALSO FIND THIS INFORMATION USEFUL

  • I HAVE A QUESTION ON MY LEXUS FINANCE AGREEMENT AND PAYMENTS

    We are aware that many of you may have concerns and questions you may wish to discuss with us.

    As a result, our Customer Experience team is receiving unparalleled demand at present. So, we ask you to call only if your query is urgent. This will allow us to prioritise our most vulnerable customers.

    These are very challenging times and we do ask for your help and patience as we work to deal with everyone’s queries.

    A payment deferral may be available if you are experiencing temporary financial difficulties as a result of the COVID-19 situation. You may wish to share details of your circumstances with us digitally in which case we have a short self-service questionnaire.

    Payment deferrals might not be the best option for everyone and if you believe your financial difficulties will be over a longer term, please contact us so we can work with you to assess your individual circumstances and tailor a solution for the future.

    As an alternative to calling us on 0370 243 0805 - option 3, we would ask you to contact us by email: customeroutcomes@uk.lexus-fs.com

    Please only contact us if you consider your case to be urgent at this time, and we will endeavour to respond to you within 7 days.

  • MY NEXT SERVICE IS DUE WHAT HAPPENS IF I DELAY?

    All Lexus Centres across the country continue to do everything they can to meet the needs of emergency, critical and NHS workers. In Scotland, Wales and Northern Ireland, in accordance with local government advice, we continue to prioritise the needs of these customers.

    In England, most of our workshops are now fully open. As well as supporting critical workers, they are also helping any customers who require vehicle servicing, MOT testing, maintenance or repairs.

    The UK Government has granted some flexibility on MOT testing and Lexus will take a sympathetic approach to service and warranty at this time. However, it is important to get the service and MOT completed as close to the due date as possible. We encourage customers to contact their local centre to schedule their appointment. Please be reassured that our centre network has implemented stringent measures to maintain the safety of our customers and teams.

    Wherever you are located in the UK, please contact your local centre in the first instance.

    FIND YOUR CENTRE

  • MY MOT IS DUE – CAN I STILL DRIVE MY CAR?

    In England, most of our workshops are now fully open. As well as supporting critical workers, they are also helping any customers who require vehicle servicing, MOT testing, maintenance or repairs.

    The UK Government has granted some flexibility on MOT testing and Lexus will take a sympathetic approach to service and warranty at this time. However, it is important to get the service and MOT completed as close to the due date as possible. We encourage customers to contact their local centre to schedule their appointment. Please be reassured that our centre network has implemented stringent measures to maintain the safety of our customers and teams.

    Wherever you are located in the UK, please contact your local centre in the first instance.

    FIND YOUR CENTRE

  • I HAVE A RECALL ON MY CAR WHAT SHOULD I DO?

    If you have received a letter about or had an existing booking cancelled for a product recall, please be aware of this important update.

    Due to the Covid-19 situation, the Driver & Vehicle Standards Agency (DVSA) is pausing the requirement for manufacturers to complete vehicle recalls until further notice.

    We would like to reassure you that all current Lexus product recall campaigns are precautionary. You can remain confident to drive your Lexus and as soon as this period ends we will invite you to have the work completed.

    Full information can be found here: https://www.lexus.co.uk/owners/about-my-lexus/vehicle-recall/

  • MY CAR HAS A SAFETY RECALL – WHAT DO I DO?

    During this time, we are experiencing restricted parts supply so we are prioritising parts for emergency and NHS workers if their vehicle is off the road or requires emergency repair.

    Many recall repairs are precautionary and you may be still OK to drive your vehicle. In the first instance, please contact your local centre so they can confirm the status of your vehicle. They will not be able to provide you with a repair date at this stage, but we are reviewing the situation regularly and we will update you when we have more information.

    Our centres will endeavour to respond to customer enquiries but due to social distancing measures both Lexus UK and our Lexus centres are working with reduced teams. This may mean a delay in our response to you so please bear with us during this time.

  • NEW CAR SALES

    In line with the government advice issued on 11th May, all Lexus new and used car sales facilities remain closed to the public. However, most can still be contacted and can provide digital/online services to discuss your requirements.

    Contact your local centre in the first instance.

    If you want to take delivery of a new or used vehicle ordered prior to the lockdown restrictions, please contact your centre to discuss safe options.

    Find your local centre our UK customer service team on 0345 1295484

  • VEHICLE ARRIVAL

    Due to the on-going Coronavirus outbreak, we have had to cease production at a number of our manufacturing facilities globally in the interest of the health and well-being of our employees. At this stage, we cannot confirm when production will resume or when your car will be delivered. This is not a decision we have taken lightly, and we are very sorry for any inconvenience or disappointment caused. Please be assured that your Lexus centre will contact you when normal business operations resume.

  • I HAVE A FLAT BATTERY WHAT SHALL I DO?

    If you have a flat battery and you have Lexus Roadside assistance please contact them on 0800 246 866 or contact your local Lexus centre.

    To stop your car battery from going flat see advice below.

    For conventional petrol cars if you have a 12V battery trickle charger then this is going to be the best option to keep the battery fully charged whilst the vehicle is stationary for a period of time. Solar panel chargers are an alternative option. Starting up your hybrid vehicle once or twice a week for approx. 60 minutes will help recharge the battery level. If you have a conventional petrol engine then 20 minutes twice a week will help recharge the battery.

    For Hybrid vehicles’ 12V auxiliary batteries, as they are considerably smaller than those in conventional vehicles you do not need to start the engine but put in to ready mode for 1 hour once or twice a week to keep the 12V battery topped up.

  • CAN I STILL ORDER PARTS?

    If you are an independent repairer and require Lexus parts, we have a number of trade hubs across the network to support your requirements.

    For information, contact your local centre in the first instance or you can order parts from our eBay store