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Contact FINANCE

Phone the Lexus Financial Services Customer Solutions Centre on

1300 888 840

Or write to us at

PO Box 1354
Maquarie Centre
NSW 2113

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  • Resolving Disputes

    • If 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.

      Here's how:

      Step 1. Let us know


      Email us at complaints@lexus.com.au or call a Customer Solutions Representative on 1300 888 840 Monday to Friday 8:30am - 7:00pm (EST). 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 as follows:

      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.

  • 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


Footnotes

Lexus will use the information you submit, and may disclose it to its dealers, marketing and other contractors and associated organisations, to respond to your request or to arrange a test drive, and may also use it to send you information about Lexus products and services. Lexus may also use cookies to collect and store personal information about you. Lexus will not disclose this information to anyone else without your permission. Some of our service providers and related bodies corporate are located overseas, including our parent company Toyota Motor Corporation in Japan. As a result, personal information collected and held by Lexus may be transferred overseas. In particular, we use service providers located overseas to store customer data, including Japan.

If you do not provide us with the information requested, we will not be able to respond to you request, arrange a test drive or send you information about Lexus products and services.

View our Privacy Policy. Your information will be handled in accordance with Lexus' Privacy Policy. The Privacy Policy explains how you may access and seek correction of the information Lexus holds about you. The Privacy Policy also explains how you may complain about the manner in which Lexus has collected or handled your information and about how Lexus will investigate and respond to your complaint.

You can contact Lexus by:

Emailing us at: enquiries@lexusenquiries.com.au

Writing to us at:

Lexus Customer Assistance Centre
PO Box 1676
North Sydney NSW 2059

Telephoning us on: 1800 023 009

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