FREQUENTLY ASKED QUESTIONS

  • What is the Lexus Financial Services Portal?

    • Lexus Financial Services is dedicated to customer satisfaction and with LFS Online we provide instant easy access to your vehicle finance account.

      LFS Online allows you to:
      • View your account balance
      • View details of your contract
      • Calculate a payout quote
      • Generate statements - free of charge
      • Quickly update your payment or contact details

  • How can I access my Lexus Financial Services Account Online?

    • To access your account for the first time, you will need to register. You can register via the  Finance homepage by selecting the 'Register' link from within the 'Lexus Financial Services Portals' section. Then enter your details,  create your password and complete the security questions.

      If you have already registered you can access the login page via the Finance home page.

      If you need assistance accessing your account, please call our Customer Solutions Centre on1300 888 840 between 8.30am and 7pm (EST), Monday to Friday.

  • What types of finance are available from Lexus Financial Services?

    • Lexus Financial Services offers a range of financing solutions for both personal and business use vehicles. Finance can be arranged at your Lexus dealership. For further details of the types of finance products we offer, visit the Financial Services section of the Lexus website. Alternatively you can email us, or call 1300 888 840 for more information.

  • How can I make a complaint to Lexus Financial Services?

    • Lexus Financial Services is always looking to improve our customers' experience. So if there's anything that you think we should know, we'd love to hear from you. If there's something that's impressed you, or maybe it's someone who has gone the extra mile to help you, then we'd love to hear about it.

      Our Customer Solutions department can be contacted by:

      Mail:
      Customer Solutions Centre
      Lexus Financial Services
      PO Box 1354
      Macquarie Centre NSW 2113

      Email: feedback@lexus.com.au

      Resolving disputes

      If, however, there's something about our products and services that you aren't happy with, then let's work together to see if we can resolve it  quickly and easily using the following process.

      Step 1. Let us know

      Email us at complaints@lexus.com.au or call a Customer Solutions Representative on 1300 888 840 8:30am - 7:00pm (EST) Monday to Friday. All matters are dealt with seriously and are treated in total confidence.

      We will aim to resolve your complaint to your satisfaction as soon as possible.

      Step 2. Escalation to our Internal Dispute Resolution team

      If we are unable to resolve your complaint within five working days, then the matter will be escalated to our Internal Dispute Resolution team (IDR).

      The IDR team will:
      • Conduct a more detailed investigation into your complaint
      • Keep you informed of the resolution process
      • Answer any of your questions
      • Aim to resolve the complaint promptly, and consistently.

      The IDR team can be contacted at any time by:

      Mail:
      IDR Manager
      Lexus Financial Services
      PO Box 1354
      Macquarie Centre NSW 2113
      Email: complaints@Lexus.com.au

      Step 3. Seek an external review

      If you aren't satisfied with the outcome of your complaint after taking steps 1 and 2, you may lodge a dispute with the Financial Ombudsman Service (FOS). FOS is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.
      The Financial Ombudsman Service can be contacted by:

      Phone: 1300 780 808

      Fax: (03) 9613 6399

      Mail:
      Financial Ombudsman Service
      GPO Box 3
      Melbourne VIC 3001

      Email: info@fos.org.au

      Web: fos.org.au

  • I am experiencing financial hardship and having difficulties with my payments. What can I do?

    • Please contact our Customer Solutions Centre on 1300 888 840 8:30am - 7:00pm (EST) Monday to Friday to discuss your options.

  • Can I sell my car while it is under finance?

    • Lexus Financial Services holds security over all vehicles financed with us. If you have a Business Vehicle Loan or Consumer Loan, you may negotiate with a purchaser to sell your car, however you are obligated to pay your loan in full upon the sale of your financed vehicle.

  • Can I defer a payment?

    • Please contact our Customer Solutions Centre on 1300 888 840 Monday to Friday 8:30am - 7:00pm (EST) to discuss payment arrangements.

  • What types of insurance are available from Lexus Insurance?

    • Lexus Insurance provides a range of insurance solutions which can be  arranged at your participating Lexus dealership.

      Comprehensive Motor Vehicle Insurance

      Imagine the inconvenience of being without your vehicle. Could you afford costly repairs, or to replace your vehicle altogether. Our Comprehensive Motor Vehicle policy includes cover for accidental loss, damage and liability for property damage, providing peace of mind motoring and confidence throughout your Lexus ownership. For further details on the insurance options available for your Lexus, visit the Motor Vehicle Insurance section of the Lexus website, email us, or call 1300 888 840 for more information.

      Finance Gap Insurance

      If you've financed your vehicle and it is written off as a result of an accident or theft, there may be a 'gap' between the amount your motor vehicle insurer pays you and the outstanding balance on your vehicle finance contract. In this situation, Finance Gap Insurance helps to protect you from experiencing significant financial loss and personal inconvenience and also provides cover for extra costs associated with your purchase of a replacement vehicle. For further details on the features and benefits visit the Finance Gap Insurance section of the Lexus website, email us or call 1300 888 840 for more information.

      Finance Protection Insurance

      It's always better to have options, no matter what your circumstance. So if you're unable to work due to serious illness, accidental injury, or following involuntary redundancy - our Finance Protection Insurance policy provides cover for your car loan repayments for up to six months, subject to the maximum cover amount you've chosen. For further details on the features and benefits visit the Finance Protection Insurance section of the Lexus website, email us, or call 1300 888 840 for more information.

      Extended Warranty Insurance

      Factory Approved Extended Warranty Insurance offers you protection that continues beyond your Lexus new vehicle warranty cover.  You can take out this policy on vehicles up to 3 years old that have travelled less than 90,000km. For further details on the features and benefits visit the Extended Warranty Insurance section of the Lexus website, email us or call 1300 888 840 for more information.

      Terms and conditions apply. This advice is general in nature and does not take into account your objectives, financial situation or needs. Before making a decision to purchase any of the insurance products you should consider the appropriateness of the advice taking into account your own objectives, financial situation and needs and refer to the current PDS for the relevant product availab-0le from participating Dealers, via our website at lexusinsurance.com.au or by calling 1300 888 840. Lexus Insurance is issued by Toyota Finance Australia Limited ABN 48 002 435 181, AFSL and Australian Credit Licence 392536. The insurer is Aioi Nissay Dowa Insurance Company Australia Pty Ltd ABN 11 132 524 282, AFSL 443540 (Adica). For Finance Protection Insurance Adica accepts liability for the benefits for which it is the Insurer. Adica acts under its own Financial Services Licence and under agreement with AIA Australia Limited ABN 79 004 837 861 AFSL 230043 when providing financial services on behalf of AIA Australia Limited concerning life cover.
      Our warranty insurance policies do not change or take away your rights under the Australian Consumer Law. Your right to claim under our warranty insurance policies for the benefits covered is in addition to other rights and remedies you have under the law in relation to your vehicle. However, you can choose to make a claim under any of our warranty insurance policies even if you have rights under the law.

  • How do I make an insurance claim?

    • For Motor Vehicle, Finance Gap and Payment Protection Insurance policies you can lodge your claim over the phone by calling us on 1300 658 067.

      For Extended Warranty Insurance claims you will need to contact the Administrator and advise them that you wish to make a claim. A claim form can be obtained by emailing the Administrator or calling 1300 888 840.

  • Can I change my payment amount?

    • Provided your payments are not less than the minimum monthly repayment, you can change the amount by accessing the Payment Details page in the LFS Online.

      Please be aware that for Lease contracts there are no interest savings to be gained by making additional or increased payments. Please contact our Customer Solutions Centre on 1300 888 840 if you would like further information.

  • What is Lexus Ownership SOlutions?

    • An innovative way to buy a new or approved Lexus that gives you all the confidence you need. Lexus Financial Services will let you know your finance costs and Guaranteed Future Value* from the outset. It offers you choice, control and certainty. In short, everything you'd expect from Lexus.

  • How does Lexus Ownership SOlutions work?

    • At the time of purchase, choose your Lexus, and the deposit that best fits your needs. Then choose your loan term and agree on the number of kilometres you expect the car to have travelled by the end of the loan term (End Odometer). The End Odometer will also include any kilometres already on the car. Based on this, Lexus Financial Services will calculate the Guaranteed Future Value (GFV). At the end of your loan term you then have the option to replace, retain or return your car to Lexus. So as your circumstances change, your car can too, thanks to Lexus Ownership Solutions.

  • What vehicle can I select with Lexus Ownership Solutions?

    • Lexus Ownership Solutions is available on any new vehicle across the entire Lexus range. It is also available on approved demonstrators.

  • Where can I get Lexus Ownership Solutions from?

    • Simply visit any Lexus dealership to buy your new Lexus with Lexus Ownership Solutions.

  • What loan terms are available under Lexus Ownership Solutions from?

    • Lexus Ownership Solutions can be taken out for terms of 12, 24, 36 or 48 months.

  • Can I refinance my loan during the term?

    • If you refinance your loan you will no longer be able to return your Lexus for the Guaranteed Future Value. The Guaranteed Future Value is not available on the refinanced contract.

  • What is a Guaranteed Future Value?

    • It's the minimum value of your new or approved demonstrator Lexus at the end of your finance contract, as determined by Lexus Financial Services. If you decide to return your car to Lexus at the end of your term, Lexus Financial Services will pay you the Guaranteed Future Value , which will be put against the final payment subject to fair wear and tear and agreed kilometres being met.

  • Who decides the Guaranteed Future Value and how is it worked out?

    • Lexus Financial Services analysts set the Guaranteed Future Value, based on what they estimate the car will be worth in the future. This is done through sales results of similar vehicles, new model data and economic factors, with your loan term and agreed End Odometer factored in.

  • Does the Guaranteed Future Value equal the expected market value?

    • The Guaranteed Future Value is the minimum value that Lexus Financial Services believes your car will be worth at the end of your contract term. This is subject to your Lexus being returned in a condition that meets fair wear and tear guidelines, and not having travelled more kilometres than agreed. With this in mind, the Guaranteed Future Value may be more or less than the actual value of the car.

  • DO I have to keep the car in good condition?

    • Yes - if you want to take advantage of Lexus Financial Services' offer to buy the car from you for the Guaranteed Future Value . You will be given a fair wear and tear Guide before you enter into your contract.

  • If there's lots of damage can I return it and claim the Guaranteed Future Value (GFV)?

    • If your car doesn't meet fair wear and tear guidelines, Lexus Financial Services will give you the opportunity to have the vehicle repaired. Otherwise, Lexus Financial Services can organise the repairs and deduct the cost from your Guaranteed Future Value .This adjusted Guaranteed Future Value will then be the price that Lexus Financial Services will offer you if you return the car at the end of your term. Of course, if you keep the car, the condition doesn't matter. And if you trade it in or sell it privately, the condition will obviously impact your sale price.

  • Can I replace my car?

    • Yes. You can trade your car at any time for a new Lexus, however you will need to pay the remaining balance of your account and forgo the Guaranteed Future Value.

  • Can I retain my car?

    • Yes. You simply pay out your finance contract during or at the end of the term. Lexus Financial Services may offer you the chance to extend, vary or refinance the final payment. If you choose this option, the Guaranteed Future Value will no longer apply.

  • Can I sell my car privately?

    • Yes. Simply pay out the remaining balance of your account. If you do this the Guaranteed Future Value will no longer apply.

  • Can I return my car?

    • Yes. Providing your car meets the fair wear and tear guidelines and you have not travelled more kilometres than agreed, Lexus Financial Services will use your Guaranteed Future Value to pay the final payment.

  • What if I drive extra kilometres?

    • An excess usage adjustment will apply if, at the end of the term, you have travelled more than the agreed End Odometer. This will be deducted from your Guaranteed Future Value, which then becomes your adjusted Guaranteed Future Value.

  • Is this a lease?

    • No. If you enter into a Lexus Ownership Solutions Consumer or Business Vehicle Loan Contract, you own the vehicle, with Lexus Financial Services taking a security interest over it.

  • Is Lexus Ownership Solutions more expensive?

    • Lexus Ownership Solutions is competitively priced. As the final payment equates to the Guaranteed Future Value, the interest is higher than that of a loan with a similar amount and term without a balloon final payment. Of course, the deposit and any prepayment of monthly payments will help reduce charges. We suggest you seek financial advice to ensure this product is right for you.

  • If I use my car for business are repayments tax deductable?

    • Lexus Financial Services does not provide business or tax advice. We suggest you seek independent advice.

  • How can I get finance with Lexus Financial Services?

    • Your Lexus Dealer can assist you with all your finance needs for your next Lexus. Simply click here to contact your local Dealer.

  • Can I contact Lexus Financial Services directly for a quote to finance my Lexus?

    • Lexus Financial Services works closely with our Lexus Dealer network to provide a personalised service ensuring the best finance product for your needs. The Business Manager at your local dealership is the best person to speak to about financing your next Lexus. Find your nearest dealer here.

  • Does Lexus Financial Services offer finance for non-Lexus vehicles?

    • Lexus Financial Services can assist you in the purchase of vehicles, other than a Lexus, purchased from a licensed motor dealer. Please contact the Lexus Customer Solutions Centre on 1300 888 840.

  • Does Lexus Financial Services offer unsecured personal loans?

    • Lexus Financial Services only finances vehicles so we cannot assist you with a personal loan.

  • Will Lexus Financial Services provide finance for vehicles purchased privately?

    • Lexus Financial Services only provides finance for motor vehicles purchased through a licensed motor dealer.

  • What is the current interest rate offered by Lexus Financial Services?

    • Lexus offers fixed interest rates for a fixed term on a range of consumer and commercial products. The rate is determined on a number of factors including market conditions. Your local Lexus Dealer can assist you with a finance quote.

  • Do Lexus Financial Services take security over the vehicle you have financed?

    • Lexus Financial Services will register their interest in any vehicle financed by us on the Personal Property Security Register (PPSR). Our interest in the vehicle will remain in place until the loan on that vehicle is paid out completely. For further information regarding PPSR please visit ppsr.gov.au.

  • Can I purchase a vehicle that Lexus Financial Services has a registered interest in?

    • Lexus Financial Services will hold an interest in any vehicle financed by us until the loan for that vehicle is paid in full and the final payment for that vehicle has cleared. You will need to negotiate with the owner of the vehicle to ensure the loan is paid out in full before the vehicle can be transferred into your name. If you purchase the vehicle and the vehicle is not paid out in full, Lexus will retain an interest in the vehicle.

  • I want to purchase a vehicle that is under finance with Lexus Financial Services. Can I take over the finance?

    • No, it is not possible to purchase a vehicle that is under finance with Lexus Financial Services.

  • What other products does Lexus Financial Services offer?

    • Lexus Financial Services under Lexus Insurance offers insurance and warranty products.

  • How can I purchase Lexus Financial Services insurance products?

    • Lexus Financial Services will hold an interest in any vehicle financed by us until the loan for that vehicle is paid in full and the final payment for that vehicle has cleared. You will need to negotiate with the owner of the vehicle to ensure the loan is paid out in full before the vehicle can be transferred into your name. If you purchase the vehicle and the vehicle is not paid out in full, Lexus will retain an interest in the vehicle.

  • What terms does Lexus Financial Services offer for their finance products?

    • Lexus Financial Services offers loans ranging from 12 to 72 months or 1 - 7 years in length, subject to Lexus Financial Services policy and approval, with a variety of flexible payment options. While all loans run on a monthly billing cycle we offer the flexibility of weekly, fortnightly or monthly payments.

  • Are there any early exit fees for paying a loan out earlier than the contracted period?

    • Break fees do apply for finalising your fixed term, fixed rate loan prior to the end of the contracted term. The amount of the break fee varies based upon the loan type.

  • Can I access my account online?

    • Yes you can access your account using LFS online.

      To access your account for the first time, you will need to register. You can register via the Finance homepage by selecting the Register link from within the 'Lexus Financial Services Portals' section. Then enter your details,  create your password and complete the security questions.

      If you have already registered you can access the login page via the Finance home page.

      If you need assistance accessing your account, please call our Customer Solutions Centre on: 1300 888 840 between 8.30am and 7pm (EST), Monday to Friday.

  • How can I pay out my loan with Lexus Financial Services?

    • You will firstly need to obtain a final payout figure for your loan. Several payment options are available including BPAY through you financial institution, electronic funds transfer, cheque or direct deposit. You will need to provide your loan account number with all payments. Please contact our Customer Solutions Centre for a payout figure and payment option details on 1300 888 840.

  • I am experiencing financial hardship, how can Lexus Financial Services assist me?

    • Lexus Financial Services is committed to giving consideration and assistance to customers who are experiencing financial hardship.

      Financial hardship involves an inability, rather than an unwillingness, to pay and may be attributed to unforeseen factors including loss of employment, family breakdown, illness, injury or even the death of a family member. Hardship can even encompass situations where customers are impacted by natural disasters such as fire or flooding.

      For individual or small business customers suffering financial hardship, Lexus Financial Services may be able to assist in a number of ways including deferring payments, capitalisation of arrears, a moratorium or reducing the payments.

      In order to assess your eligibility for financial hardship assistance we require you to complete a "hardship application". Once this has been completed and returned to us, one of our representatives will contact you to discuss alternative solutions available.

      You can request a hardship application by writing to The Hardship Team, Lexus Financial Services, Locked Bag 900, Milsons Point NSW 1565. Call us direct on 1300 888 840 or email the Hardship Team.

  • Can I defer a payment?

    • Please contact our Customer Solutions Centre on 1300 888 840 to discuss payment arrangements.

  • Can I sell my car while it is under finance?

    • Lexus Financial Services holds security over all vehicles financed with us. If you have a Business Vehicle Loan or Consumer Loan, you may negotiate with a purchaser to sell your car, however you are obligated to pay your loan in full upon the sale of your financed vehicle.

  • I am selling my vehicle under finance with Lexus Financial Services. Can I continue to pay my loan?

    • No, you must pay your loan in full upon the sale of the vehicle. Lexus Financial Services will continue to hold security over the vehicle until the loan is fully paid out and the final payment has cleared.

  • How can I get a payout quote for my vehicle loan?

    • You may register with our online service to obtain a payout quote online. Alternatively contact our Customer Solutions Centre on 1300 888 840.

  • How can I authorise a third party to have access to my Lexus Financial Services account?

    • You may authorise a person, over 18 years of age, to obtain information about your loan account.

      Simply click here to download a Third Party Authority form, complete and sign it and either email it to financialservices@Lexus.com.au or fax to 1300 888 876 and allow two working days to update your account. Please note that this authority will enable a third party access to information only. They cannot make changes to your account.

  • How can I change my banking details for my payments to Lexus Financial Services?

    • You may access your account online to update your banking details. Simply register at lfsonline.com.au to access your loan account details online.

      Alternatively please click here to download a direct debit form, complete and sign it and either email it to: financialservices@Lexus.com.au or fax to 1300 888 876 and allow two working days to update your account.

      Please note bank accounts for direct debit payments must be in the name of a contract party. Third party bank accounts will not be accepted.

  • I have paid out my Lexus Financial Services loan. When will the security be removed?

    • Lexus Financial Services will remove its security over the vehicle when the final payment has been allocated to your loan and there is no outstanding balance due and that payment has been cleared by your financial institution. The time required for payment clearance is dependent upon the payment method and may take up to 8 business days. Paying by BPAY through your financial institution to finalise your loan is the best payment method for timely removal of our security over the vehicle.

  • What types of finance are available from Lexus Financial Services?

    • Lexus Financial Services offers a range of financing solutions for both personal and business use vehicles. Finance can be arranged at your Lexus dealership. For further details of the types of finance products we offer, visit the Financial Services section of the Lexus website. Alternatively you can email us, or call 1300 888 840 for more information.

  • How can I make a complaint to Lexus Financial Services?

    • Lexus Financial Services is always looking to improve our customers' experience. So if there's anything that you think we should know, we'd love to hear from you. If there's something that's impressed you, or maybe it's someone who has gone the extra mile to help you, then we'd love to hear about it.

      Our Customer Solutions department can be contacted by:

      Mail:
      Customer Solutions Centre
      Lexus Financial Services
      PO Box 1354
      Macquarie Centre NSW 2113

      Email: feedback@lexus.com.au

      Resolving disputes

      If, however, there's something about our products and services that you aren't happy with, then let's work together to see if we can resolve it  quickly and easily using the following process.

      Step 1. Let us know

      Email us at complaints@lexus.com.au or call a Customer Solutions Representative on 1300 888 840 8:30am - 7:00pm (EST) Monday to Friday. All matters are dealt with seriously and are treated in total confidence.

      We will aim to resolve your complaint to your satisfaction as soon as possible.

      Step 2. Escalation to our Internal Dispute Resolution team

      If we are unable to resolve your complaint within five working days, then the matter will be escalated to our Internal Dispute Resolution team (IDR).

      The IDR team will:
      • Conduct a more detailed investigation into your complaint
      • Keep you informed of the resolution process
      • Answer any of your questions
      • Aim to resolve the complaint promptly, and consistently.

      The IDR team can be contacted at any time by:

      Mail:
      IDR Manager
      Lexus Financial Services
      PO Box 1354
      Macquarie Centre NSW 2113
      Email: complaints@Lexus.com.au

      Step 3. Seek an external review

      If you aren't satisfied with the outcome of your complaint after taking steps 1 and 2, you may lodge a dispute with the Financial Ombudsman Service (FOS). FOS is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.
      The Financial Ombudsman Service can be contacted by:

      Phone: 1300 780 808

      Fax: (03) 9613 6399

      Mail:
      Financial Ombudsman Service
      GPO Box 3
      Melbourne VIC 3001

      Email: info@fos.org.au

      Web: fos.org.au

  • What is LFS online?

    • LFS Online is the easy way to manage your Lexus Financial Services account. You can access your finance account online at a time that suits you.

      • View account balances
      • View contract details
      • Calculate a payout quote
      • Generate statements
      • Update your payment or contact details

  • General Feedback

    • Lexus Financial Services is always looking to improve our customers' experience. So if there's anything that you think we should know, we'd love to hear from you. If there's something that's impressed you, or maybe it's someone who has gone the extra mile to help you, then we'd love to hear about it.

      Our Customer Solutions department can be contacted by:

      Mail:
      Customer Solutions Centre
      Lexus Financial Services
      PO Box 1354
      Macquarie Centre NSW 2113

      Email: feedback@lexus.com.au

  • How can I access my LFS Online account?

    • To access your account for the first time, you will need to register. You can register via the Finance homepage http://www.lexus.com.au/services/finance/ by selecting the 'Register' link from within the 'Lexus Financial Services Portals' section. Then enter your details,  create your password and complete the security questions.

      If you have already registered you can access the login page via the Finance home page.

      If you need assistance accessing your account, please call our Customer Solutions Centre on1300 888 840 between 8.30am and 7pm (EST), Monday to Friday.

  • Who is the underwriter of Lexus insurance?

    • Lexus Insurance is is issued by Toyota Finance Australia Limited ABN 48 002 435 181, AFSL and Australian Credit Licence 392536. The insurer is Aioi Nissay Dowa Insurance Company Australia Pty Ltd ABN 11 132 524 282, AFSL 443540 (Adica).

  • How do I make a claim?

    • For Motor Vehicle, Finance Gap and Finance Protection Insurance policies you can lodge your claim over the phone by calling us on 1300 658 067.

      For Factory Approved Extended Warranty Insurance and Extended Warranty Insurance claims you will need to contact the Administrator and advise them that you wish to make a claim. A claim form can be obtained by emailing the Administrator or calling 1300 888 840.

  • How do I make changes to my insurance policy?

    • If you need to make any changes to your insurance policy, you can do so by calling us on 1300 888 840. Depending on the type of alterations you need to make, your premium may change. With the exception of policy cancellation, we do not charge any administration fees to make changes to your policy.

  • How can I make a complaint to Lexus Insurance?

    • Lexus Insurance is committed to providing you with the highest standard of service. However occasionally there may be some aspect of our service, the cover provided under your policy or a decision we have made that you wish to query or draw to our attention.

      If you are unhappy with the outcome of any dealings with us we will do our best to work with you to resolve it using the following process:

      Step 1. Talk to us first

      In the first instance we encourage you to discuss the matter with the staff member who provided your initial service by calling 1300 888 840. Most times they will be able to resolve the matter to your satisfaction. If the staff member is unable to resolve your concern, they will refer you to their manager or senior staff member (who can also be contacted on the above number). If you are not satisfied with their response, you can proceed to step 2.

      Step 2. Request a review

      If your concern remains unresolved by the manager or senior staff member, they will refer the matter to our Internal Dispute Resolution Department (IDR). Our IDR has the full authority to act independently in dealing with your dispute and will ensure your concern is referred to the appropriate person and receives prompt attention.

      The designated IDR specialist will respond to you within five business days of you notifying us of your concern. You will be contacted with our final decision within 15 business days.

      If you remain unsatisfied with the decision from our IDR specialist, you can proceed to step 3.

      Step 3. Seek an external review of your dispute

      If you aren't satisfied with the outcome of your complaint after taking steps 1 and 2, you may lodge a dispute with the Financial Ombudsman Service (FOS). FOS is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.

      How to contact the Financial Ombudsman Service

      The Financial Ombudsman Service can be contacted by:

      Phone: 1300 780 808
      Fax: (03) 9613 6399
      Mail: Financial Ombudsman Service GPO Box 3 Melbourne VIC 3001
      Email: info@fos.org.au
      Web: fos.org.au

      Are any decisions binding on you?

      We will stand by any decision made as part of our complaints process in an attempt to satisfy your concern.

      However you do not have to accept any decision made by us or the FOS and alternatively may wish to seek your own advice on this matter elsewhere.

  • I recently sold my vehicle. Can I transfer the extended warranty to the new owner?

    • If you sell your vehicle privately while your warranty is still current, you may request us to transfer the warranty to the new owner, subject to the warranty conditions and our approval. Transfer will not be accepted if the vehicle is sold to or through a motor dealer or trader.

      To request a transfer, please contact the Administrator on 1300 888 840 and advise that you wish to transfer your policy to the new owner of the vehicle.

      To facilitate your transfer application, please send your completed form to us, along with the following supporting documentation:

      • Vehicle service history - if you cannot supply proof of scheduled servicing it may affect approval of this transfer
      • Proof of private sale
      • Roadworthy inspection report
      • Your payment for the transfer fee of $60.00 (including GST) by cheque, money order or credit card. Please do not send cash

      The transfer must be sent to us within 15 days of purchasing your Lexus vehicle from the existing contract owner.

      Please send the completed transfer application along with the supporting documentation to: Lexus Insurance Administrator, Locked Bag 980, Milsons Point NSW 1565.

  • What types of insurance are available from Lexus Insurance?

    • Lexus Insurance provides a range of insurance solutions which can be arranged at your participating Lexus dealership.

      Comprehensive Motor Vehicle Insurance

      Imagine the inconvenience of being without your vehicle. Could you afford costly repairs, or to replace your vehicle altogether. Our Comprehensive Motor Vehicle policy includes cover for accidental loss, damage and liability for property damage, providing peace of mind motoring and confidence throughout your Lexus ownership. For further details on the insurance options available for your Lexus, visit the Motor Vehicle Insurance section of the Lexus website, email us, or call 1300 888 840 for more information.

      Finance Gap Insurance

      If you've financed your vehicle and it is written off as a result of an accident or theft, there may be a 'gap' between the amount your motor vehicle insurer pays you and the outstanding balance on your vehicle finance contract. In this situation, Finance Gap Insurance helps to protect you from experiencing significant financial loss and personal inconvenience and also provides cover for extra costs associated with your purchase of a replacement vehicle. For further details on the features and benefits visit the Finance Gap Insurance section of the Lexus website, email us or call 1300 888 840 for more information.

      Finance Protection Insurance

      It's always better to have options, no matter what your circumstance. So if you're unable to work due to serious illness, accidental injury, or following involuntary redundancy - our Finance Protection Insurance policy provides cover for your car loan repayments for up to six months, subject to the maximum cover amount you've chosen. For further details on the features and benefits visit the Finance Protection Insurance section of the Lexus website, email us, or call 1300 888 840 for more information.

      Extended Warranty Insurance

      Factory Approved Extended Warranty Insurance offers you protection that continues beyond your Lexus new vehicle warranty cover. You can take out this policy on vehicles up to 4 years old that have travelled less than 90,000km. For further details on the features and benefits visit the Extended Warranty Insurance section of the Lexus website, email us or call 1300 888 840 for more information.

      Terms and conditions apply. This advice is general in nature and does not take into account your objectives, financial situation or needs. Before making a decision to purchase any of the insurance products you should consider the appropriateness of the advice taking into account your own objectives, financial situation and needs and refer to the current PDS for the relevant product available from participating Dealers, via our website at lexusinsurance.com.au or by calling 1300 888 840. Lexus Insurance is issued by Toyota Finance Australia Limited ABN 48 002 435 181, AFSL and Australian Credit Licence 392536. The insurer is Aioi Nissay Dowa Insurance Company Australia Pty Ltd ABN 11 132 524 282, AFSL 443540 (Adica). 
      Our warranty insurance policies do not change or take away your rights under the Australian Consumer Law. Your right to claim under our warranty insurance policies for the benefits covered is in addition to other rights and remedies you have under the law in relation to your vehicle. However, you can choose to make a claim under any of our warranty insurance policies even if you have rights under the law.

  • How do I register for LFS online?

    • You can register via the Finance homepage http://www.lexus.com.au/finance by selecting the 'Register' link from within the 'Lexus Financial Services Portal' section. Then enter your details, create your password and complete the security questions.

      If you need assistance accessing your account, please call our Customer Solutions Centre on1300 888 840 between 8.30am and 7pm (EST), Monday to Friday.

  • What happens if I forget my password?

    • You can reset your password online by answering the security questions you nominated when you first registered for LFS Online. Alternatively, you can contact Customer Solutions Centre on 1300 888 840 to organise for the password to be sent to you via email or SMS.

  • Will I be able to see all of my contracts online?

    • You will be able to view all current contracts of which you are a contract party to - either as a Borrower, Co-Borrower or Guarantor.

      You will be able to view some information about finalised contracts from the Contract Details page until such time that it is archived. To obtain information about archived contracts, please contact our Customer Solutions Centre on 1300 888 840.

  • Why is my current contract not displayed?

    • If you have more than one contract with us (either current or finalised), it is possible that we have accidentally created two Customer Numbers for you.

      Please contact our Customer Solutions Centre on 1300 888 840 and we will be happy to rectify this situation, to ensure that you are able to view all of your contracts through LFS Online.

  • Where will I find my account balance?

    • Your balance is shown on the Summary page, which is the first page displayed after you have logged in. If you have more than one current contract, all balances will be displayed here.

      Please be aware that this figure is a balance only, and if it is your intention to finalise your contract you will need to calculate a payout quote via the Payout Quote page.

  • Can I view my payments and interest charges online?

    • Yes. All payments, interest charges and other transactions can be viewed from the Transaction page. You can enter a date range to view transactions for a specified period of time (such as financial year). You can also print a Transaction Listing from this page.

  • How do I print a statement?

    • From the Transaction page you will be able to view, print or save a PDF version of your statement which will include all transactions from the commencement of your contract.

  • Can I have a statement mailed to me?

    • By contacting our Customer Solutions Centre, you can request that a statement be posted to you. The statement will be generated overnight and posted to you the following business day. We can also email or fax this, should you request it. Please note that a fee is payable.

      Alternatively, you can print a statement yourself from the Transaction page.

  • How can I find out how much interest I paid last year?

    • You will find a link on the Contract Details page entitled Annual Interest which will provide you with this information for previous financial years.

  • Where can I find out how many payments I have left remaining?

    • The Contract Details page will provide you with details of when your contract commenced, how many months your contract has been running for and when it is due to end.

      This page also provides other useful information such as the amount of money you borrowed, details of your vehicle, and your repayment details.

  • How can I find out when my next payment is due?

    • The Contract Details page will advise you of your contracted monthly repayment amount and next due date.

      This page also provides other useful information such as the amount of money you borrowed, details of your vehicle, and when your contract is due to be finalised.

      If you have a weekly or fortnightly payment, details of this can be found on the Payment Details page.

  • What do I do if I am having difficulty in making payments?

    • Simply contact our Customer Solutions Centre on 1300 888 840 so that we can assist you with making a payment arrangement.

  • Can I print a copy of my contract online?

    • No, this is not available online. Please contact our Customer Solutions Centre on 1300 888 840 for assistance. Please note that a fee is applicable for reissuing this document.

  • What are the payment methods available?

    • The most common payment method is direct debit. You can nominate to make your payments weekly, fortnightly or monthly to suit your pay cycle.

      You can elect to make extra payments to pay your loan off sooner, which may save you money on your interest charges depending on your type of loan. To find out more, please contact our National Customer Solutions Centre on 1300 888 840.

      You can also elect to pay your loan by EFT (Electronic Funds Transfer), BPAY or Australia Post Billpay. Please note that a payment method fee will apply for all payments other than direct debit.

      Using EFT you can set-up regular payments or make a one off transfer from your bank account using internet banking. Simply register Lexus Financial Services as the payee by using the BSB and Account Number provided to you. The Account Name for EFT is Lexus Financial Services.

      The Change Payment Details screen on Lexus Finance Online shows details of our Biller Codes and your Customer Reference Number.  Alternatively, refer to any recent letter from us where these details are displayed.

  • Can I make payments by credit card?

    • No.  You are not able to use another credit facility to pay your contract.  This includes payments by direct debit, BPAY and Australia Post Billpay.  You will be required to nominate payments from a savings or cheque account.

  • Can I make changes to my payment details?

    • Yes. There are many options available to assist you in managing your payments. Some changes can be made by accessing the Payment Details page. Otherwise you may contact our Customer Solutions Centre on 1300 888 840, and we will be happy to assist.

  • How do I update the bank account details for my direct debit?

    • From the Payment Details page, you will be able to set up a new direct debit, or update your existing bank account details.

      The bank account must be in the same name as a contract party to the loan. For company accounts, the bank account must be in the company name or one of the guarantors and you must be authorised to operate the account. We cannot accept a bank account in the name of a third party or a different company.

      Alternatively, our Customer Solutions Centre will be able to update your details by telephone or send you a direct debit form.

  • How do I change my payment frequency?

    • You may elect to make your payments weekly, fortnightly or monthly to align with your pay.

      If you wish to change frequency to weekly or fortnightly, it is important that your payments are structured in such a way that the full monthly amount is received by the due date each month, to ensure that your account does not fall overdue.

      Please contact our Lexus Financial Services Customer Solutions Centre on 1300 888 840 and we will be happy to assist you in calculating and updating your payment frequency.

  • Can I change my payment amount?

    • Provided your payments are not less than the minimum monthly repayment, you can change the amount by accessing the Payment Details page.

      Please be aware that for Lease contracts there are no interest savings to be gained by making additional or increased payments. Please contact our Lexus Financial Services Customer Solutions Centre on 1300 888 840 if you would like further information.

  • When will changes to my payment details be processed?

    • Any changes to your payment details that are made on a business day (Monday to Friday) between 8:00am - 8:00pm AEST will be updated that night and take effect from the following business day. Changes made outside of these hours will be updated within 2 business days. This includes changes made on a public holiday or weekend.

      Please note that public holidays are applicable to the state in which you originally financed your loan, even if you have since moved to another state.

      To avoid the inconvenience and fees associated with a dishonoured payment, please ensure that you have the funds available in the applicable bank account.

  • How can I order a payment card?

    • You can order a new or replacement Payment Card for a fee of $5, by contacting our Customer Solutions Centre on 1300 888 840. The card can be used to make payments in person at any Australia Post outlet.

      Please note that a payment method fee will apply for all payments made using a Payment Card.

  • How can I make a once off payment to my contract?

    • If you are currently paying by direct debit, simply contact our Customer Solutions Centre on 1300 888 840 and we will be able to schedule a one off direct debit from your current bank account, on a business day that you nominate for any amount that you choose.

      Alternatively, you can use any of our other payment options including BPAY or Postbillpay. You may wish to contact your financial institution to enquire if any daily limits apply.

      Please note that a payment fee will apply for all payments other than direct debit

  • What do I do if I want to finalise my contract?

    • To ensure a smooth finalisation of your contract, it is important to have an accurate payout figure calculated. By navigating to the Payout Quote page you will be able to calculate a figure for any business day up to the next monthly due date.

      It is important to note that the payout quote will assume that any recent payments have been honoured. In the event that a recent payment dishonours, there will be a shortfall and the contract will not be finalised until this amount, along with any dishonour fees, have been paid.

  • I've been asked to provide someone with a written payout quote. Can I do this?

    • Yes. You will be able to print a copy of the payout amount from the Payout Quote page.

      Alternatively a payout quote letter can be ordered at a cost of $25 by contacting our Customer Solutions Centre on 1300 888 840. The letter will be generated overnight and posted to you.

  • Can I have a payout letter mailed to me?

    • By contacting our Customer Solutions Centre, you can request that a payout letter be posted to you. The letter will be generated overnight and posted to you the following business day. We can also email or fax this, should you request it. Please note that a fee is payable.

  • Once my contract has been paid out, will i still be able to view it online?

    • Information regarding your terminated contract will still be available on the Contract Details page for a few months until this information is archived.

      You will still be able to obtain information about your terminated contracts by contacting our National Customer Solutions Centre on 1300 888 840.

  • I have just recieved a letter to say that my contract is about to mature and a balloon payment is due. What are my options?

    • If it is your intention to pay the balloon final repayment or residual in full, you can simply calculate a figure from the Payout Quote page and finalise the contract.

      Alternatively, you may like to call 1300 888 840 and speak with a staff member from our Customer Solutions Centre who can discuss the options of refinancing your balloon or residual for a further period.

  • Can I change my address and contact details online?

    • You can update your address and contact details via the Personal Details page using LFS Online.

      Please ensure that your residential address is the address where the vehicle is primarily garaged. You may nominate a different mailing address if required.

  • Can I view my personal and business contacts online?

    • If you are a company director or guarantor, you will have access to both your personal and company contact details.

  • What do I do if I have changed my name?

    • You can advise us of a change of name by sending a copy of the appropriate documentation (e.g. marriage certificate) to our Customer Solutions Centre by

      Fax: 1300 888 876

      Mail: PO Box 1354, MACQUARIE CENTRE NSW 2113

      If you are unsure of what type of information you will need to provide, please contact our Customer Solutions Centre on 1300 888 840.

      To assist us in easily updating your details, please include your contract number and a contact telephone number in case we need to call you.

      Please allow a minimum of 2 business days for processing.

  • What do I do if my vehicle registration details have changed?

    • All vehicles under finance in Australia are registered with the national Personal Property Security Register (PPSR).

      You must ensure that all vehicle details are accurate at all times. If you don't, there is a risk that your vehicle details may match with other cars that are under finance, either with us or other finance companies.

      This can result in documentation being sent out with incorrect vehicle details or delays in trying to finalise your contract.

      You can advise us of the updated vehicle details by sending a copy of the registration papers to our Customer Solutions Centre on 1300 888 840 by

      Fax: 1300 888 876

      Mail: PO Box 1354, MACQUARIE CENTRE NSW 2113

      To assist us in easily updating your details, please include your contract number and a contact telephone number in case we need to call you. Please allow a minimum of 2 business days for processing.

  • How do I have my car removed from the Personal Property Security Register (PPSR)?

    • Once your contract has been paid in full, the security will automatically be removed from your vehicle after clearance of the final payment.

  • Which internet browser do I require in order to access LFS online?

    • LFS Online is supported by the following browsers:

       

      • IE 5, 6, 7 & 8
      • Firefox 2, & 3.2
      • Safari 2 & 3

       

  • What happens once I pay my contract out?

    • Once the contract has been paid in full, you will receive a letter to confirm that the contract is now finalised. You may wish to provide a copy of this letter to your insurance company, as many insurers will offer a lower premium if the vehicle is no longer under finance.

      You may like to consider obtaining a quote from Lexus Insurance by calling 1300 888 840, to have as a comparison when contacting your own insurer.

      If you were making your payments by direct debit, this will automatically be cancelled to ensure that no more payments are deducted.

      If there has been an overpayment you will receive a refund 5 - 7 business days after the contract has been finalised.