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?

There is no limit on the number of claims you can make. However, each individual claim is limited to £500, with a £3,000 aggregate claim limit over the term of your policy.

Do I have to pay an excess?

Yes, there is a £10 excess on each claim, paid on completion of the repair.

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?

Advise the Claims Department within 30 days of the incident occurring on the phone number provided in your policy document and the claims team will talk you through the simple steps to assess your claim and arrange your repair. Alternatively, use the SMART claims app for i-phone or Android.

Is the repair guaranteed?

Yes, all repairs 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 within the first 14 days and receive a full refund, provided no claims have been made. If you cancel after 14 days, you will be entitled to a pro rata refund, provided you have not made a claim. The refund will be subject to an administration fee of £29.99.

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

Damage of any kind to wheels, rims or tyres.

Any panel that is ripped, holed, torn or perforated.

Damage to beading, moulding, glass, lights or decals.

Any damage that occurred before the start date.

Scratches, scuffs and dents in the area shaded grey in the diagram as shown on the SMART Cover page.

Can I transfer the Toyota Smart Cover Policy?

Yes, the remaining term of your policy can be transferred to a replacement vehicle if you sell the original. The transfer will be subject to an administration fee of £29.99.

Does the Toyota SMART Cover policy cover damage to other vehicles?

Only the vehicle detailed on the policy schedule is covered.

Who is covered by the policy?

The policy covers damage to your car irrespective of the driver.

Who underwrites Toyota SMART Cover?

Toyota SMART Cover is underwritten by Red Sands Insurance Company (Europe) Limited and Aioi Nissay Dowa Insurance Company of Europe Limited.

Red Sands Insurance Company (Europe) Limited (“Red Sands”), Level 3, Ocean Village Business Centre, 23 Ocean Village Promenade, Gibraltar. Registered in Gibraltar No 87598. Authorised and regulated by the Gibraltar Financial Services Commission under the Insurance Companies Act 1987 of Gibraltar and is a member of the UK’s Financial Services Compensation Scheme: and Aioi Nissay Dowa Insurance Company of Europe Limited, 5th Floor, 11 Old Jewry, London EC2R 8DU. Registered in England and Wales No. 5046406. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority No. 401084.

Toyota Payment Protection FAQs

There is more than one regular driver of my car. Does each driver require a separate policy?

No. The owner of the vehicle can take out Purchase Protection and the vehicle will be covered when driven by other drivers 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 or van for work and remain covered?

Yes, you can use your car or van 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.

Is the policy renewable after the 3 year term?

The policy has a term of 3 years and is not renewable.

What happens if I sell my car before the end of the Purchase Protection policy?

If you sell your car before the end of the policy, you can cancel the policy and obtain a partial refund to reflect the remaining term of the policy. The remainder of the policy is not transferable to your new car.

Some motor insurers would provide me 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 your car or van off in the first year of ownership and received a replacement vehicle from your motor insurer, you could transfer your Purchase Protection policy to the replacement vehicle.

Is my Toyota Purchase Protection policy transferable to another vehicle?

If your new car or van 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. The policy cannot be transferred to another vehicle in any other circumstance.

How long do I have to decide to buy Purchase Protection?

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

How do I go about making a claim?

As soon as possible after the incident resulting in your car or van being written off, you should contact the Administrator, Abraxas, on 01454 616000. Abraxas will take some details from you and manage the claim with you.

If I sell my car, can my Purchase Protection policy be transferred to the new owner?

Your policy cannot be transferred to the new owner if you sell your vehicle before the end of the policy term. However, you can cancel the policy and receive a partial refund to reflect the remainder of the policy term.

How are commercial vehicles valued in the event of a claim?

If your commercial vehicle is written off, any claim payment would be calculated using the original purchase price and market value (both exclusive of VAT) at the time of the write off.

My Finance FAQs

What is My Finance?

My Finance is a part of My Toyota, which is the portal enabling customers to manage their vehicle ownership online. My Finance is the easy way to manage your Toyota finance 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. There are a selection of short videos on My Finance here.

How do I register?

You first need to register for My Toyota to use My Finance. Click on My Toyota at the top of this page to register or sign in. Once you have signed in to My Toyota, 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?

Yes and it’s free to download and use. Visit your preferred app store and search for ‘My Toyota Finance’. The app is currently only available for phones. My Finance can be accessed on a tablet via Toyota.co.uk. There is a separate My Toyota App which can be downloaded from your preferred app store by searching for ‘My Toyota Europe’.

Is My Finance secure?

Absolutely. We take data security very seriously and the website and the App are secure. Having a passcode 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 passcode 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 Toyota 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 6 digit passcode. If you are still having difficulty accessing My Finance contact the Customer Experience team on 0370 850 5533, Monday to Friday 9am – 5.30pm.

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