FAQs

Funding your new car through Toyota Financial Services could be just the solution you're looking for. We've tried to answer some of the most common queries below.

New Customer FAQs

What is AccessToyota?

AccessToyota is a convenient, flexible PCP (personal contract purchase) plan. Toyota set a minimum guaranteed future value (GFV) for your car and this, along with your deposit, is deducted from the cash price. A proportion of the amount you're borrowing is deferred to the end of your agreement, which means your monthly payments are often more affordable compared with other forms of borrowing.

What deposit do I need?

In many cases you don't need to put down any deposit. However many customers choose to part exchange their existing car or put down a small cash deposit to lower their monthly payments.

What APR can you offer me?

The rate depends upon your personal circumstances, the amount borrowed and the length of the agreement. We have a range of competitive finance plans available and we can easily provide you with a finance quote which will give you details of the APR you can expect. You can get a quote for a new Toyota by clicking 'here'.

How long do your finance agreements last?

Most customers opt for an agreement term of between 24 and 37 months, however many of our finance plans are flexible enough to accommodate any monthly period between 12 and 60 months.

What details do you need to set up an agreement?

Unlike many lenders we don't normally need to know any income or expenditure details. All we generally ask is your address, where you work, and what you do, your date of birth and bank details.

How long does it take to set up?

Many of our customers enjoy an instant acceptance and our average decision time is one hour.

What happens if my car is written off?

Many of our customers choose to take a Purchase Protection policy to give them added peace of mind in the event of a write off. If your car is written off as a result of accident, fire or theft, our Purchase Protection policy may be able to cover you for the difference between the amount your motor insurer pays out and the price you paid for your car. This product aims to put you back in a position to purchase a replacement car of equivalent value. Your Toyota Dealer will be able to provide you with full details of Purchase Protection.

Existing Customers FAQs

What happens if my bank details or home address changes?

You can provide us with your new details using our secure online form by clicking 'here'. Alternatively, you can contact our Customer Care team on 0370 850 5533 (Monday to Friday, 9am to 5.30pm) and they will be happy to update your details. Calls to this number are charged at National/UK geographic rate.

Should I notify TFS if I transfer my registration number to a cherished plate?

Yes, it is a contractual requirement to advise us that you intend to change the registration number of your vehicle. You should also forward a copy of the V5 documentation to the Customer Care team. You can advise our Customer Care department using our secure online form by clicking 'here'. Alternatively, you can contact us by phone on 0370 850 5533 (Monday to Friday from 9am to 5.30pm), calls are charged at National/UK (geographic) rate.

What should I do if my vehicle is stolen or becomes a total loss?

You should notify your insurers that any insurance money due must be paid directly to Toyota Financial Services. Contact the Customer Care team with your insurance details and we can liaise with your insurers, on your behalf to arrange for the settlement of the finance agreement. You can contact our Customer Care department using our secure online form by clicking 'here'. Alternatively, you can contact us by phone on 0370 850 5533 (Monday to Friday from 9am to 5.30pm), calls are charged at National/UK (geographic) rate.

I have an AccessToyota agreement and want to keep my vehicle but cannot afford final payment in one go. Can I refinance?

In most instances this should be no problem. To find out more about this option please visit the contact us page and use our secure online form by clicking 'here'. Alternatively, you can contact us by phone on 0370 850 5533 (Monday to Friday from 9am to 5.30pm). Calls are charged at National/UK (geographic) rate.

How will you use my personal information?

In accordance with the Data Protection Act 1998, your Toyota Dealer should have explained Toyota Financial Service's policy regarding the use of your personal information to you. If this is not the case please refer to your agreement or contact our Customer Care department using our secure online form by clicking 'here'. Alternatively, you can contact us by phone on 0370 850 5533 (Monday to Friday from 9am to 5.30pm) and we will be happy to explain this to you, calls are charged at National/UK (geographic) rate.

What should I do if I have a complaint?

We aim 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, our staff will do all they can to resolve the problem and ensure that you receive a quick and fair response to any complaints you may have. Complaints should be directed to our Customer Care department who can be contacted using our secure online form by clicking 'here'. Alternatively, you can contact us by phone on 0370 850 5533 (Monday to Friday from 9am to 5.30pm), calls are charged at National/UK (geographic) rate.

As a firm regulated by the Financial Conduct Authority we are required to publish complaints data. Download the PDF report below to see the details.

How long should it take to resolve my complaint?

We aim to resolve your complaint within eight weeks. We are required to issue our Final Response within this period. This will explain our final position. If we are unable to resolve your complaint to your satisfaction you may be entitled to refer it to either the Financial Ombudsman Service (www.financial-ombudsman.org.uk).

What should I do if I am having difficulty making my payments?

You should be aware that if you do miss payments without prior agreement from ourselves additional charges may be added to your overall balance. If you are experiencing difficulty in making your payments please contact us using our secure online form by clicking 'here'. Alternatively, you can contact us by phone on 0370 850 5533 (Monday to Friday from 9am to 5.30pm), calls are charged at National/UK (geographic) rate.

Toyota SMART Cover FAQs

How many claims can I make on my Toyota SMART Cover policy?

Each individual claim is limited to £560, with an aggregate limit of £3,000 over the term of your Toyota SMART Cover policy.

Do I have to pay an excess?

Please refer to your policy wording for more information about any applicable excess on this product?

Will my motor insurance no claims bonus be affected if I claim on my Toyota SMART Cover policy?

No. Toyota SMART cover is completely separate from your motor insurance policy.

How do I claim?

When you become aware of any minor damage, this must be reported within 30 days by contacting the Claims line on 0800 77 8713. The claims team will talk you through the simple steps to assess your claim and arrange your repair. 
 
Alternatively, you can claim by downloading the SMART insurance app. To download pleased visit your app store for iPhone or Android.

Is the repair guaranteed?

Yes, all repairs carried out by our approved repairers are guaranteed for the lifetime of the vehicle whilst it remains in your possession.

Can I cancel my Toyota SMART Cover policy?

You can cancel your policy in the first 14 days and receive a full refund, provided no claim has been made. If you cancel after the first 14 days, you will be entitled to a pro rata refund provided that you have not made a claim. The refund is subject to a £29.99 administration fee.

What’s not covered under my Toyota SMART Cover policy?

Damage that’s bigger than the specified limits, damage of any kind to wheels, rims or tyres; any single claim greater than £560 and cumulative damage over £3000, any panel that is ripped, holed, torn or perforated; damage to beading, moulding, glass, lights or decals; any damage that occurred before the policy start date, and any damage other than a stone chip to the bonnet, boot lid or the roof. Please check your policy wording for full details and any current exclusions.

How can I get Toyota SMART Cover

Toyota SMART cover can be purchased from participating Toyota Centres when ordering a new or used vehicle. Cover cannot be purchased after you’ve taken delivery of your vehicle.

Toyota Total Loss Asset Protection FAQs

What is not covered by Toyota Total Loss Asset Protection?

Dealer discounts, government grants and/or scrappage schemes; additional items that appear on the purchase invoice (e.g. paintwork protection, cherished number plate transfers, or fuel); New vehicle registration fees; Vehicle Excess Duty; Negative Equity; Modifications made to your vehicle during the period of cover.
 
For a full list of exclusions, please refer to your policy documentation.
 

If there is more than one regular driver of my car, will they each need a separate policy?

No. The owner of the vehicle can take out Toyota Total Loss Asset Protection and the vehicle will be covered when driven by other driver as long as they hold a valid licence to drive the insured vehicle and are legally entitled to drive it.

Am I covered if I drive my car abroad?

Yes. The cover is for vehicles used principally in the UK but you are covered in any country that is a member of the European Union at the time of loss, plus Iceland, Liechtenstein, Norway, Croatia and Switzerland.

Can I use my car for work and still be covered?

Yes, you can use your car for work provided it does not involve hire and reward.
 
Exclusions include but are not limited to; taxi, courier services and private hire. Pace making, racing, speed testing and reliability trials are also excluded.

How do I make a claim?

As soon as possible after the incident resulting in your car being written off, you should contact the administrator of the policy, InsureThat on 0333 0444 701. They will take your details and manage the claim with you. You can also register a claim via their website at: https://toyota.insurethat.com

What happens if I sell my Toyota before the end of the Total Loss Asset Protection Policy?

If you sell the car before the end of the policy, and you’ve not made a claim, you can cancel the policy and obtain a pro-rata refund equivalent to the premium for the remaining term of the policy. The remainder of the policy is not transferable to your new car. The policy is not transferable to the new owner of your vehicle.

Some insurers will provide me with a replacement car if I write my car off in the first year of ownership. Can I defer the start date of the policy?

The start date will always be the date you take delivery of your new car. However, if you wrote of the car in the first year of ownership and received a replacement vehicle from your motor insurer, you could transfer your Total Loss Asset Protection Policy to the replacement vehicle , subject to certain conditions. 
 
In this event, you could claim for the product’s Motor Insurance Excess Contribution and Total Loss Assistance benefits. Please note however that each of these benefits are only payable once during the policy term. 

Can I transfer my Toyota Total Loss Asset Protection Policy to another vehicle?

If your new car is written off within 12 months of purchase, and your motor insurer provides you a replacement vehicle rather than a monetary settlement, your policy can be transferred to the replacement vehicle subject to certain conditions. The policy cannot be transferred to another vehicle in any other circumstance.

How long do I have to make a decision on taking out a Toyota Total Loss Asset Protection policy?

You have up to 30 days from the delivery of your car to purchase the cover from your local Toyota Centre.

How does the Toyota Total Loss Asset Protection Motor Excess Contribution Payment work?

If you incur an excess as part of a total loss motor insurance settlement and we authorise your claim, we’ll pay you up to £250 towards the cost of your motor insurance policy excess.
 
This benefit is payable only once under this policy.

How does the Toyota Total Loss Asset Protection Total Loss Assistance payment work?

If your vehicle is declared a total loss within the period of cover and we authorise your claim (including if you are entitled to a replacement vehicle under your motor insurance policy), we will pay you £300 to help cover the extra expenditure associated with being without a vehicle.
 
This benefit is payable only once under this policy.

My Finance FAQs

What is My Finance?

My Finance is a customer portal that provides you with an easy way to manage your Toyota Financial Services agreement online whenever and wherever you want to.

What are the benefits of My Finance?

With My Finance you can view your finance agreement, make payments, get a settlement quote, update your personal details and more, whenever you need to. To find out more watch our video guides on how to use My Finance.

How do I register?

Registering for My Finance will only take a few minutes. Follow the link for more information and to see our short video on registering for My Finance.

Is there a My Finance App?

My Finance does not require you to download an app. However, it is fully optimised to use on web and mobile devices. You can find a video to understand how to save the application on your mobile like a generic mobile app.

Is My Finance secure?

Absolutely. We take data security very seriously and My Finance is secure. Having a PIN in addition to a username and password provides an additional layer of security to ensure your personal information is safe. You should never share your password or PIN with anyone.

Who can use My Finance?

If you have an active Personal Contract Purchase or Hire Purchase finance agreement with Toyota Financial Services, you can register for My Finance.

I’m having trouble signing in to My Finance, what should I do?

If you haven’t already registered for My Finance you’ll need to before you can sign in. Click on My Finance at the top of this page and select Sign in / Register. If you have already registered for My Finance, check you have entered the correct username, password and PIN. If you are still having difficulty accessing My Finance contact the Customer Experience team on 0370 850 5533, Monday to Friday 8am – 6pm.

Why do I have to re-register to use My Finance?

Toyota Financial Services is migrating My Finance to a new platform to improve the portal functionality and service. Due to data protection and security considerations, we are unable to transfer registered users secure login credentials, so if you have registered for My Finance you will be required to re-register. As part of the changes, the registration process has been significantly improved and is now separate from My Toyota.

How do I save My Finance to my home screen?

There is no app store download required to add My Finance to your home screen on a device. My Finance works on a progressive web application which means that it recognises whether it is being used on a desktop, laptop or mobile device and presents a display and controls that are relevant for the device it is being used. Follow the link for more information and to see our short video on how to install My Finance onto your home screen.

More about Toyota

Toyota Verso Verso Verso is the car where style and driving pleasure meets practicality and versatility. You can no longer buy a new Verso but it is available on our used cars website. Toyota Finance Finance Toyota Financial Services provides a range of flexible finance options for new cars as well as all approved used vehicles and light commercial vehicles. Toyota Dealer Reviews Toyota Dealer Reviews We think the service you receive at Toyota dealers is second-to-none, but don’t just take our word for it – our online customer reviews speak for themselves. Five star service Five star service When you buy a new Toyota you’ll now have the chance to leave a review of the car on our website for prospective buyers to read.