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 Lexus or the service you’ve received, we’d like to hear from you.

Do you have a finance complaint?

Step One

Please contact the Centre Principal at your local Lexus 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 Lexus Centre, your complaint is unresolved, you can contact our Customer Support Team at Lexus 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 Lexus GB

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 Lexus 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 Lexus Centre and Lexus (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.

Lexus Financial Services Complaints

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. 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.

Contact Us Contact Us

STEP ONE

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

Email: complaints@uk.lexus-fs.com

Telephone: 0333 041 0501

Monday to Friday - 9am to 5.30pm

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

Contact Lexus Financial Services

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