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Make a Complaint

We are committed to providing you with the highest levels of customer satisfaction, but we understand that from time-to-time things don’t go according to plan. If you’re unhappy about your Toyota or the service you’ve received, we’d like to hear from you.

Step One

Please contact the Centre Principal at your local Toyota Centre, they are best placed to address your concerns and, if required, will contact us directly on your behalf.
Contact your Dealer

Step Two

If after speaking with your Toyota Centre, your complaint is unresolved, you can contact our Customer Support Team at Toyota GB.

Please provide us with the following information:

  • Your name and address;
  • Your vehicle registration number;
  • Details of how we can contact you; 
  • A clear description of your complaint;
  • Details of what you would like us to do to rectify the situation
Contact Toyota GB (Opens in new window)

You can also contact our Customer Support Team by post or telephone:

By Post: Toyota (GB) PLC, Great Burgh, Burgh Heath, Epsom, Surrey, KT18 5UX

Telephone: 0344 701 6202

What Next?

Once received, your complaint will be assigned to an advisor who will take the lead on your complaint and provide you with a reference number.

In most cases we’ll need to liaise with your Toyota Centre.

We may pass your complaint on to them and, at our request, they may contact you.

We will aim to provide you with an update in 3 working days.

  • What to do if you’re not satisfied:

    If after speaking with your Toyota Centre and Toyota (GB) PLC you feel your concerns have not been resolved, you can contact The Motor Ombudsman for an independent opinion.

    The Motor Ombudsman is also our appointed Alternative Dispute Resolution (ADR) provider, and so can provide free and impartial adjudication on the New Cars, Vehicle Sales and Service and Repair Codes.

    You can contact them via their website or on their advice line.

Toyota Financial Services Complaints

At Toyota 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, our staff will do all they can to resolve the problem and ensure that you receive a timely and fair response to any complaints you may have.

If your complaint is regarding a Discretionary Commission enquiry, please complete the form below.

Step One

Let your usual point of contact know

The easiest and quickest way to resolve any concern you have is to contact us directly.

Email: complaints@uk.toyota-fs.com

Telephone: 0333 041 0501

Monday to Friday - 9am to 5.30pm

Write to: The Customer Relations Team, Toyota Financial Services, Great Burgh, Burgh Heath, Epsom, Surrey, KT18 5UZ

Step Two

Follow up

We will acknowledge your complaint in writing within five working days of receipt. We will keep you informed of any progress and let you know when you can expect a full response. We will also provide you with a point of contact.

Step Three

Resolution

We will endeavour to agree a resolution, if this is not possible we will issue you with a ‘final response letter’ within eight weeks which will explain our final position. If for any reason we are unable to do this we will let you know.

  • Step Four

    Financial Ombudsman Service

    If you are still dissatisfied with our decision you may wish to refer the complaint to the Financial Ombudsman Service, for an independent review.

    Please note that the Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please share your concerns with us first and we will do all we can to help.

    Email: complaint.info@financial-ombudsman.org.uk

    Telephone: 08000 234 567

    Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help. As a member of the Finance and Leasing Association (FLA), we support and fully comply with their code of practice, which covers the way that we will work with you. If you would like to see a copy of this code please visit the FLA web site. www.fla.org.uk