Frequently Asked questions

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

If you don't have an account yet
To access your account for the first time, you will need to register. You can register via the Finance Portal by selecting the 'Not registered?' link from within the 'Lexus Financial Services Portals' section. Then enter your details, create your password and complete the security questions.

If you have an existing account
If you have already registered you can access the login page via the Finance Portal.

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.

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. For more information please refer to our Customer Complaints Policy.

Our Customer Solutions department can be contacted by:

Mail:
Customer Solutions Centre
Lexus Financial Services
PO Box 9215
Scoresby VIC 3179

Email: [email protected]
Download IDR brochure
 
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 [email protected] 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 9215
Scoresby VIC 3179
Email: [email protected]

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 Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service. 

The Australian Financial Complaints Authority can be contacted by:

Phone: 1800 931 678 

Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Email: [email protected] 

Web: afca.org.au

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.

Please visit our Financial Hardship page to understand the eligibility criteria and application instructions.

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.

If you are currently paying above your repayment amount, you can simply stop paying the additional amount and revert to paying your advised amount. You do not need to call or email us as long as you are maintaining your payments. You can change the amount by accessing the Payment Details page in the LFS Online Portal.

If you are not paying above your repayment amount, you will need to apply for hardship. We review and assess each customer’s needs on a case-by-case basis however if you change your payment amount the following general guidelines will apply

• The specifics of your loan will change i.e. the term and/or payment amount, and this will be communicated to you in writing
• Interest will continue to be charged on amended or deferred loans

Apply Online to start the process

Lexus Financial Services is committed to assisting our customers, especially during this challenging time. We understand the evolving COVID-19 situation is affecting our customers and we are here to help.

Should you lose your employment, you may be eligible for financial support.

Please visit our Financial Hardship page to understand the eligibility criteria and application instructions.

If your business has been forced to close, you may be eligible for financial support.

Please visit our Financial Hardship page to understand the eligibility criteria and application instructions.

We review and assess each customer’s needs on a case-by-case basis and our goal is to provide responsible and sustainable solutions that meet an individual’s needs.

If you have been affected by COVID-19, you may be eligible for financial support.

There are some general guidelines that will apply if you defer your payments:

• The specifics of your loan will change i.e. the term and/or payment amount, and this will be communicated to you in writing
• Interest will continue to be charged on the loan during the deferred period

Please visit our Financial Hardship page to understand the eligibility criteria and application instructions.

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.

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.

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

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

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

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.

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.

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.

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.

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 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.

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.

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.

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

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.

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.

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.

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

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

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.

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.

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

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

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.

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.

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.

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

Lexus Financial Services under Lexus Insurance offers insurance and warranty 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.

Lexus Financial Services offers loans ranging from 12-84 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.

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.

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 homepage.

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.

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.

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.

Please visit our Financial Hardship page to understand the eligibility criteria and application instructions.

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.

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.

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

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 [email protected] 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.

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: [email protected] 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.

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.

Lexus Financial Services is committed to assisting customers, especially during this challenging time. We understand the evolving COVID-19 situation is affecting our customers and we are here to help.
Should you lose your employment, you may be eligible for financial support.

Please visit our Financial Hardship page to understand the eligibility criteria and application instructions.

If your business has been forced to close, you may be eligible for financial support.

Please visit our Financial Hardship page to understand the eligibility criteria and application instructions.

We review and assess each customer’s needs on a case-by-case basis and our goal is to provide responsible and sustainable solutions that meet an individual’s needs.

If you have been affected by COVID-19, you may be eligible for financial support.

There are some general guidelines that will apply if you defer your payments:

• The specifics of your loan will change i.e. the term and/or payment amount, and this will be communicated to you in writing
• Interest will continue to be charged on the loan during the deferred period.

Please visit our Financial Hardship page to understand the eligibility criteria and application instructions.

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.

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 9215
Scoresby VIC 3179

Email: [email protected]
Download IDR brochure

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 [email protected] 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 9215
Scoresby VIC 3179
Email: [email protected]

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 Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service. 

The Australian Financial Complaints Authority can be contacted by:

Phone: 1800 931 678  

Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Email: [email protected] 
Web: afca.org.au

 

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

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 9215
Scoresby VIC 3179

Email: [email protected]

If you don't have an account yet
To access your account for the first time, you will need to register. You can register via the Finance Portal by selecting the 'Not registered?' link from within the 'Lexus Financial Services Portals' section. Then enter your details, create your password and complete the security questions.

If you have an existing account
If you have already registered you can access the login page via the Finance Portal.

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.

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).

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.

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.

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 Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service. 
The Australian Financial Complaints Authority can be contacted by:

Phone: 1800 931 678 

Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Email: [email protected] 

Web: afca.org.au

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.

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.

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.

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 our insurance product you should consider the appropriateness of the advice taking into account your own objectives, financial situation and needs and refer to the current PDS and Target Market Determination document available here for the relevant product available from participating Dealers, via our website at or by calling 137 200. Lexus Insurance purchased in a dealership or via the Lexus Insurance National Customer Solutions Centre is facilitated by Toyota Finance Australia Limited ABN 48 002 435 181, AFSL and Australian Credit Licence 392536 as agent for, and on behalf of, the insurer. The insurer of Lexus Insurance is Aioi Nissay Dowa Insurance Company Australia Pty Ltd ABN 11 132 524 282, AFSL 443540 (Adica). If Lexus Insurance is purchased online, the issuer and insurer is Adica.

The information provided on this website by Toyota Finance Australia Limited ABN 48 002 435 181, AFSL and Australian Credit Licence 392536 is of a general nature and for information only. Nothing on this website constitutes or should be considered to constitute legal, taxation or financial advice. Before making a decision about any of the products and services featured on this website, you should consult with your own independent legal, taxation and financial advisors, who can advise you about your personal circumstances.