Call: 0370 850 7788
Email: customerexperience@uk.lexus-fs.com
(Monday to Friday 8:00am to 6:00pm)
Finance Help Centre
We're here for support regarding payments, your Lexus Finance agreement and refinancing.
If you’re finding it stressful or difficult to make your current payments, or have concerns about making them in future, to find out about the support we can offer you and to help us understand your individual circumstances, contact us by:
- Phone on 0370 243 0805 (our opening hours are Monday to Friday 9am-5.30pm)
- Email at Customeroutcomes@uk.lexus-fs.com
It's worth noting, missed or late payments may negatively impact your credit score, and this could make it more difficult for you to obtain credit in the future. Remember the earlier you get in touch the sooner we can help.
Call: 0345 607 7744
(Monday to Friday 9:00am to 6:30pm)
Call: 0333 041 0501
Email: Complaints@uk.lexus-fs.com
(Monday to Friday 9:00am to 5:30pm)
We will acknowledge your complaint in writing within five working days of receipt. We will then keep you informed of any progress along the way. We will also provide you with a point of contact.
This data represents the number of Lending-Hire Purchase complaints reported related to our lending activity regarding Toyota Finical Services, Lexus Financial Services and Redline Finance lending policies within the period of 1st October 2024 - 31st March 2025.
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( (Opens in new window)download (pdf(
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 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.
If your complaint is regarding a Discretionary Commission enquiry, please complete the form below.
Make a complaint
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.
Breathing Space
You can access a Debt Respite Scheme (Breathing Space) by seeking advice from an authorised debt advice provider.
Your debt advice provider will assess your circumstances, and if you are eligible and meet the conditions for Breathing Space your debt advice provider may start the Breathing Space. Breathing Space provides you certain legal protections from creditor(s) taking action against you for a certain period (up to 60 days normally but this may be longer under certain circumstances).
Here to help
If you’re finding it stressful or difficult to make your current payments, or have concerns about making them in future, please let us know as we’re here to help. To find out about the support we can offer you and to help us understand your individual circumstances, contact us by:
- Typing 'Speak to an Agent' in the live messenger located at the bottom right of this screen to be directed to one of the team
- Phone 0370 243 0805 (our opening hours are Monday to Friday 9am-5pm)
- Email Customeroutcomes@uk.lexus-fs.com.
Remember, the earlier you get in touch the sooner we can help.
Get in touch
You can also get in touch via email or by post. We value all contact with our existing and prospective customers and would be glad to assist with any questions you may have.
Financial Support
If your circumstances have changed, or you’re finding it difficult to make your current payments, or have concerns about making them in future, please let us know as we’re here to help. We have a range of options available to support your individual circumstances. At Lexus Financial Services, we are committed to supporting you and helping you find the best solution.