COVID-19 (Coronavirus)

Important update

Given the rapidly developing situation with the COVID-19 virus Toyota GB would like to update you on the situation with our dealer network, and with regard to servicing or repair work you may need on your vehicles.

Our priority remains ensuring the well-being of customers, staff and partners during these challenging times.

Whilst we will continue to do all we can to meet the mobility needs of emergency and NHS workers, the effects of the increased countermeasures of the virus will inevitably have an effect on our operations.

All Toyota new and used car sales facilities are closed but remain contactable to discuss your motoring needs.

The majority of our after sales teams remain contactable to provide support in situations where a vehicle is off the road and requires an emergency repair. The Toyota network will do their very best to ensure that emergency and critical workers, including NHS staff, are kept mobile should they find themselves in this situation.

If you are an emergency or NHS worker, contact your local dealer by phone or email in the first instance.

Find your dealer

or contact our UK customer service team on 0344 701 6202 or webchat.

Contact us

Members of Toyota Roadside Assistance can call for all breakdown and roadside assistance, using the phone numbers below:

Routine Servicing, MOT and Vehicle Warranty

If you are concerned about your vehicle’s routine servicing, please do not worry. Toyota GB would like to reassure you that for the foreseeable future we intend to take a flexible and sympathetic approach to any service schedule or warranty issues.

From 30th March 2020, owners of eligible vehicles will be granted a 6-month exemption from MOT testing. You can find more information on the government website.

Extension of Roadside assistance

If your Toyota Roadside Assistance has expired and not been renewed since 1st February 2020, we will provide complimentary cover until 31st May 2020. If your policy is currently active we will provide a complimentary three month extension to it.

We will continue to monitor this evolving situation, especially with regard to government guidance, and will do our best to keep you informed as quickly as possible of any changes to the situation.

Toyota Roadside Assistance for key workers

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

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

Further details of the comprehensive cover available under the Toyota roadside assistance programme, including terms and conditions, can be found here: http://www.toyota.co.uk/roadside

How to obtain assistance

If assistance is required, the vehicle driver should call the Toyota Roadside Assistance Team on 0800 246824.

You may also find this information useful

I have a question on my Toyota 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. Should you need our assistance, we will work with you to assess your individual requirements and tailor a solution for the future. We will be in touch with all our customers with a request and requirements form to be completed and returned to us if payment arrangement is required.

As an alternative to calling in we would ask you to contact us by email. 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.

customeroutcomes@uk.toyota-fs.com

The My Finance app is available to download where you can also manage your Toyota Finance agreement.

My Finance app

If you believe you need help from us, please access our self-service questionnaire.

My next service is due what happens if I delay?

We are currently unable to make service bookings.

If your car is due a service during this time, please do not worry.  Toyota GB would like to reassure you that for the foreseeable future we intend to take a flexible and sympathetic approach to any service schedule or warranty issues. 

To reduce the spread of COVID-19 and following government advice, our service workshops have temporarily closed for routine servicing and we are unable to take online service bookings.  Most of our workshops remain contactable to provide support for emergency workers and NHS staff if their vehicle is off the road or requires emergency repair. Contact your local dealer by phone or email in the first instance.

Find your dealer

or contact our UK customer service team on 0344 701 6202 or webchat.

Contact us

Due to social distancing measures both Toyota GB and our Toyota dealers are working with reduced teams. This may mean a delay in our response to you so please bear with us during this time.

My MOT is due – can I still drive my car?

From the 30th March 2020, vehicle owners will be granted a 6-month exemption from MOT testing, enabling you to continue to travel to work where this absolutely cannot be done from home, or shop for necessities.

Please check the government website for the latest information on MOT.

I am an emergency worker / NHS worker – I need to fix my car what can I do?

Most of our workshops remain contactable to provide support for emergency workers and NHS staff if their vehicle is off the road or requires emergency repair.  Please contact your local dealer by phone or email in the first instance.

Find your dealer

or our UK customer service team 0344 701 6202 or email CR@toyota.co.uk

My car has a safety recall – what do I do?

During this time, we are experiencing restricted parts supply and 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 dealer 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 dealers will endeavour to respond to customer enquiries but due to social distancing measures both Toyota GB and our Toyota dealers 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

All Toyota new and used car sales facilities are closed but remain contactable to discuss your motoring needs.

Most of our workshops remain contactable to provide support for emergency and NHS workers, if their vehicle is off the road or requires emergency repair.

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 Toyota dealer will contact you when normal business operations resume.

How do I ensure my hybrid battery is maintained if I don’t drive for long periods?

Regular start-up of the vehicle on conventional engines (normal petrol/diesel engines) needs approximately 20 minutes of running to put back into the battery what you remove on start up, so to maintain this battery we would suggest 1 hour of running once to twice a week.

For Hybrid vehicles – the 12V auxiliary batteries are not used to start the engine, however, they are considerably smaller than those in conventional vehicles, so again 1 hour in “ready” mode once or twice a week should be enough to keep the 12V battery topped up through this difficult period.

If you have a 12V battery trickle charger, or a solar panel charger, and are confident using them, then these are a good option to keep the battery fully charged whilst the vehicle is stationary for a period of time.

Who qualifies as a key worker for the free Toyota Roadside assistance?

Health and social care

Frontline health and social care staff, such as doctors, nurses, midwives and paramedics, as well as support and specialist staff in the health and social care sector. It also includes those working in supply chains, including producers and distributors of medicines and personal protective equipment.

Education and childcare

Nursery and teaching staff and social workers.

Public services

Those whose work is required to run the justice system, religious staff, those responsible for managing the deceased and journalists providing public service broadcasting.

Local and national government

Administrative occupations essential to the effective delivery of the COVID-19 response, or delivery of essential public services, including benefits payment.

Food and essential goods

Those involved in the production, processing, distribution, sale and delivery of food.

Public safety and national security

Police, support staff, Ministry of Defence civilian staff and armed services personnel, fire and rescue staff and those responsible for border security, prisons and probation.

Transport

Those who keep air water, road and rail passenger and freight transport operating during the COVID-19 response.

Utilities, communications and financial services

Staff required to keep oil, gas, electricity, water and sewerage operations running. Staff in the civil nuclear, chemical and telecommunications sectors and those working in postal and essential financial services.