Finance Help Centre

At Lexus Financial Services our aim is to provide you with the highest standards of service. However, there may be an occasion when you feel you have cause for complaint. If so, we will do all we can to address your concerns and ensure that you receive a timely and fair response.

 

To make a complaint, please contact us by:

• emailing complaints@uk.lexus-fs.com

• phoning 0333 041 0501 (our opening hours are Monday to Friday 9am-5.30pm)

• write to: The Customer Relations Team, Lexus Financial Services, Great Burgh, Burgh Heath, Epsom, Surrey, KT18 5UZ

 

We will acknowledge your complaint in writing within five working days of receipt. We will provide you with a point of contact and keep you informed of any progress along the way.

Once you have submitted a complaint, we will acknowledge it in writing within five working days of receipt. We will provide you with a point of contact and keep you informed of any progress along the way.

 

We will seek to agree a resolution with you and endeavour to issue a final response letter within eight weeks, clearly outlining our position. If there is any delay to this, we will let you know.

 

To speak to us about your existing complaint, please contact us by:

• emailing complaints@uk.lexus-fs.com

• phoning 0333 041 0501 (our opening hours are Monday to Friday 9am-5.30pm)

This data represents the number of Lending-Hire Purchase complaints reported related to our lending activity regarding Toyota Financial Services, Lexus Financial Services and Redline Finance lending policies within the period of 1st October 2024 - 31st March 2025.

 

Complaints Data Reportdownload (pdf(download (pdf(

Click the link below for details on the latest update from the FCA with regards to complaints about commission models.

 

You can also find information on how to make a complaint if you feel you’ve been affected, as well as some Frequently Asked Questions:

 

Click here for more informationdownload (pdf(download (pdf(

FCA Statement on Motor Finance review

The Financial Conduct Authority (FCA) announced on 11th January 2024 that they would be conducting an industry review and pausing the 8-week deadline for handling complaints and providing final response letters relating to vehicle finance discretionary commission models. This is to allow them time to design, consult on and introduce an alternative way of dealing with Discretionary Commission Arrangement (DCA) complaints, such as a consumer redress scheme if the FCA thinks that’s appropriate.

 

On the 25th October 2024 the Court of Appeal issued a judgment in relation to three appeals from previous Motor Finance discretionary commission claims and resulting county court judgments in favour of two lenders, FirstRand Bank trading as MotoNovo Finance, and Close Brothers Limited. The Court of Appeal judgment found in favour of the claimants and goes beyond the established law and regulation for Motor Finance commission disclosure requirements.

 

The lenders involved in the Court of Appeal hearing were granted, on 11th December 2024, leave to appeal to the Supreme Court. This hearing took place on the 1st - 3rd April 2025 and judgment is awaited.

 

On the 19th December 2024, the FCA announced they were extending the time that Motor Finance lenders have to respond to complaints about any commission payments linked to Motor Finance. This extension is currently anticipated to last until 4th December 2025.

 

On 11th March 2025, the FCA have subsequently announced, with regard to their ongoing review of the Motor Finance market that they will not make an announcement regarding their views on possible next steps until up to 6 weeks after the Supreme Court judgment is handed down"

For general enquiries about your finance agreement, please contact us by:

 

• using the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

If you’re finding it stressful or difficult to make your current payments, or have concerns about making them in future, please contact us to find out about the support we can offer you and to help us understand your individual circumstances. 

 

You can contact us by:

• Typing ‘Speak to an Agent’ in the Live Messenger found at the bottom right of this page

• Phoning 0370 243 0805 (our opening hours are Monday to Friday 9am-5.30pm)

• Emailing at customeroutcomes@uk.lexus-fs.com

 

Remember the earlier you get in touch the sooner we can help.   

 

There are also several not-for-profit organisations who offer free and impartial help and advice such as www.citizensadvice.org.uk; www.nationaldebtline.org; www.moneyhelper.org.uk; and www.stepchange.org

A settlement is the amount you need to pay to complete your finance agreement with us and includes any interest and fees payable. 

 

Full settlement occurs if you decide to end the finance agreement, before its stated end date, by paying everything that is due to be paid at that point. You are also entitled, at any time, to pay back part of what is owed under the finance agreement.

You can settle your finance at any time during your agreement term. 

To request a settlement figure, please contact us by:

     

• Typing ‘Request Settlement Quote’ in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 9am-6pm)

 

Please note that we charge up to 58 days of interest on early repayment, in line with Consumer Credit (Early Settlement) Regulations 2004.

 

Click here for more information

You can make a payment directly to us by calling us on 0370 850 7788 (Monday to Friday 8am to 6pm). 

 

Important: if you are making a payment by credit card, please check any transaction fees with your credit card provider before making a payment to us, as your credit card provider may charge you for using this payment method.  

 

If you choose to repay your agreement early, we will calculate a settlement figure for you in line with the Consumer Credit Act 1974 and the Early Settlement Regulations 2004. For agreements longer than 12 months, we may include up to 58 days' interest in the calculation, depending on how much time is left on your agreement.

 

You can request a settlement figure at any time to see the exact amount you would need to repay.

 

Click here for more information

 

To ensure your payment is allocated to your account without delay, please use your 12 digit agreement number only as the payment reference, with no additional information.

 

Your agreement number can be found:

1. On the front of your Welcome Pack.

2. On the top right of every Lexus Financial Services letter and statement.

3. On your Direct Debit payment reference shown on your bank account.

Yes. We can accept Partial Settlements on your agreement. This helps to reduce your overall finance balance and the interest you pay over time. You can make a Partial Settlement on your agreement once every 31 days, in line with our systems update cycle.

 

Please note, if you have a Personal Contract Purchase (PCP) agreement with us, Partial Settlement will not reduce your Guaranteed Future Value (GFV), which remains due at the end of your agreement. However you can choose to either reduce your remaining term or reduce your monthly payments. If you choose to reduce your monthly payment, it cannot be less than the interest amount for that month.           

 

To make a Partial Settlement, the amount you pay must be more than the amount of your usual monthly Direct Debit, as a minimum. This is to ensure it reduces your finance balance meaningfully.

You can make a payment directly to us by calling us on 0370 850 7788 (Monday to Friday 8am to 6pm). 

You can make a payment directly to us by calling us on 0370 850 7788 (Monday to Friday 8am to 6pm).

Yes, we can accept overpayments on your agreement once every 31 days. This reflects our system's update cycle which only allows one modifications to an agreement every 31 days. 

 

Please note, if you have a Personal Contract Purchase (PCP) agreement with us, overpayments will not reduce your Guaranteed Future Value (GFV), which is due at the end of your agreement. However you can choose whether the overpayment shortens the length of your agreement or reduces your future monthly payments. If you choose to reduce your monthly payment, it cannot be less than the interest amount for that month.           

 

To make a overpayments, the amount you pay must be more than the amount of your monthly Direct Debit, as a minimum. This is to ensure it reduces your finance balance meaningfully.

To change your payment date, please contact us by:

 

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

At the end of your Personal Contract Purchase (PCP) finance agreement, you may be eligible for a refinance option which allows you to spread the cost of your Guaranteed Future Value (GFV) by extending your current finance agreement to allow you longer to repay the GFV amount. Refinance is only available on PCP and, if it leads to an increase in your monthly payment amount, this may be subject to credit checks and a finance application. The interest rate, monthly payments, and/or agreement term may differ from your original agreement and could impact the total amount payable.

If you have a Personal Contract Purchase (PCP) agreement with us, you may be eligible to refinance your final Guaranteed Future Value (GFV). 

 

We can provide you with a refinance quote at any point during the last 120 days of your agreement. An accurate quote to refinance is only possible after your final monthly payment has been paid and eligibility criteria has been met. Once approved for refinance, we will send your new finance documents to you in the last month of your existing agreement.

We can provide you with a refinance quote at any point during the last 120 days of your agreement. An accurate quote to refinance is only possible after your final monthly payment has been paid and eligibility criteria has been met.

If you have a Lexus Personal Contract Purchase (PCP) finance agreement with us and can't refinance, there are several other options available to you:

 

1. Upgrade your car 

If you are thinking of changing the vehicle for a new one, visit your local Lexus Centre where the team can give you a part exchange valuation, discuss finance options, and arrange a test drive. If the value of the current vehicle is more than the Guaranteed Future Value (GFV) amount that is stated in your agreement, you can put that equity value towards the next vehicle.

 

2. Keep your car - Pay the outstanding balance in full

Pay the Guaranteed Future Value (GFV) plus any option to purchase fee and we’ll transfer ownership of the vehicle to you. 

 

3. Hand the car back to us

Alternatively, you can give the vehicle back with nothing more to pay. This is subject to not exceeding the maximum mileage, fair wear and tear conditions and being up to date with all the payments due under your agreement. If you would prefer this option, please contact us by:

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

For more information about refinancing your Guaranteed Future Value (GFV), to request a quote or apply to refinance, please contact our Customer Solutions Team by:

 

• sending a secure message through your My Finance account (insert hyperlink https://myfinance.lexus.co.uk/MyFinance/) (Opens in new window). Select ‘Re-finance Enquiry’ for Enquiry Type

• emailing customersolutions@uk.lexus-fs.com

• phoning 0345 607 7744 (our opening hours are Monday to Friday 9.00am-6.30pm)                                                    "

The Guaranteed Future Value (GFV) is the stated value of the vehicle at the end of your Personal Contract Purchase (PCP) finance agreement. It is the final payment you would have to make to take ownership of the vehicle at this point. The finance company determines the value of the GFV at the start of your finance agreement, taking into account the retail price of the vehicle, the agreement term, and anticipated annual mileage. The GFV may also be referred to as the Optional Final Payment.

At Lexus Financial Services, we’re committed to supporting you and helping you get back on track. If you would like support managing your payments, or if you’re finding it stressful or difficult to make your current payments, or have concerns about making them in future, please contact us to find out about the support we can offer you and to help us understand your individual circumstances. 

 

You can contact us by:

• Typing ‘Speak to an Agent’ in the Live Messenger found at the bottom right of this page

• Phoning 0370 243 0805 (our opening hours are Monday to Friday 9am-5.30pm)

• Emailing at customeroutcomes@uk.lexus-fs.com

 

Remember the earlier you get in touch the sooner we can help.    

There are also several not-for-profit organisations who offer free and impartial help and advice click here to find out more.

If you would like support managing your payments, or if you’re finding it stressful or difficult to make your current payments, or have concerns about making them in future, please contact us by:

 

• Typing ‘Speak to an Agent’ in the Live Messenger found at the bottom right of this page

• Phoning 0370 243 0805 (our opening hours are Monday to Friday 9am-5.30pm)

• Emailing at customeroutcomes@uk.lexus-fs.com

 

Remember the earlier you get in touch the sooner we can help.

We recognise this will be a very difficult time for you and we will do all we can to support you through this time.

 

To find out about the support we can offer you and to help us understand your individual circumstances, contact us by:

 

• typing 'Speak to and Agent' in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

To obtain your latest balance, please contact us by:

 

• typing 'Speak to an Agent' in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

To update your personal details, please contact us by: 

 

• typing 'Speak to an Agent' in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

To update your bank details, please contact us by: 

 

• typing 'Speak to an Agent' in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

This is the unique 12-digit number for your finance agreement with us. Your finance agreement number can be found:

 

1. On the front of your Welcome Pack.

2. On the top right of every Lexus Financial Services letter and statement.

3. On your Direct Debit payment reference shown on your bank account.

 

If you cannot find your agreement number, you can contact us by: 

• typing 'Speak to an Agent' in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

If you can't locate your documents, you can contact us by:

 

• typing 'Speak to an Agent' in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

The Terms and Conditions for your finance agreement can be found in your finance document pack that was sent to you when your agreement started.

 

If you require another copy of your Terms and Conditions, you can contact us by: 

• typing 'Speak to an Agent' in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)

A mileage allowance is applicable to Personal Contract Purchase (PCP), Personal Contract Hire (PCH) or Business Contract Hire (BCH) finance agreements. Your mileage allowance is the annual number of miles you agreed to when you entered into your finance agreement with us. At the end of the finance agreement, if you have exceeded your mileage limit, any excess mileage charge will be payable if you choose to the return the vehicle. 

 

You can find your mileage allowance and excess mileage charge in your finance agreement.

 

If you can't find your agreement, you can contact us by: 

• typing 'Speak to an Agent' in the Live Messenger found at the bottom right of this page

• emailing customerexperience@uk.lexus-fs.com

• phoning 0370 850 7788 (our opening hours are Monday to Friday 8am-6pm)