Toyota (GB) and its authorised dealerships strive to provide quality vehicles and excellent customer service. However, there may be instances where things don’t go as expected.
If issues arise with your Toyota vehicle, service experience or dealership interaction and you would like to raise a dispute, you must first contact the business directly. Toyota (GB) is accredited to The Motor Ombudsman’s Motor Industry Codes of Practice, and many disputes can be resolved using the business’s own complaints process.
If your dispute remains unresolved after eight weeks, The Motor Ombudsman may be able to offer independent review. We offer Alternative Dispute Resolution (ADR) for disputes around faulty cars, rejected vehicles or unsuitable repairs. This page explains how to make a complaint to Toyota UK and when The Motor Ombudsman can assist.
Before making a complaint, ensure you have read Toyota (GB)’s full complaints policy.
Toyota Complaint Details
Phone Number
You can directly raise a complaint with Toyota (GB) by calling their customer service team.
Phone: 0344 701 6202
Address
Send written complaints to Toyota (GB)’s customer service department:
Address:
Toyota (GB) PLC, Great Burgh, Burgh Heath, Epsom, Surrey, KT18 5UX
You can raise a complaint over email to Toyota’s dedicated customer service team.
Email:
complaints@uk.toyota-fs.com
When can The Motor Ombudsman help with Toyota complaints?
The Motor Ombudsman can assist with Toyota complaints when you’ve raised your concerns with Toyota (GB) or a Toyota dealership and the issue remains unresolved after eight weeks. We will assess whether the relevant Motor Industry Codes of Practice have been followed. This Alternative Dispute Resolution (ADR) service is independent and free for consumers.
The Motor Ombudsman can review unresolved complaints to assess whether these standards have been followed. We can consider disputes relating to the sale of a vehicle, the standard of service provided by a Toyota UK dealership, or issues with vehicle repairs or workmanship.
Check Toyota UK Recalls
You can check whether your Toyota vehicle has been affected by a safety recall by using our online recall checker, which features official recall information.
Toyota will usually contact registered keepers directly if their vehicle is subject to a recall and provide details of any next steps.
Frequently Asked Questions
Yes, provided you’ve given the dealership a reasonable opportunity to resolve the issue and either eight weeks have passed or you’re dissatisfied with their final response or received no response, The Motor Ombudsman can provide independent Alternative Dispute Resolution for your Toyota complaint.
When contacting Toyota or a dealership, provide:
• Your contact information (name, phone, email, address)
• Vehicle details (registration, model, VIN if available)
• Clear description of the problem
• Timeline of events and type of steps taken to resolve
• What resolution you’re seeking
• Supporting documentation (invoices, service records, photos, correspondence)
If you need to use The Motor Ombudsman to resolve your dispute, you will need to provide evidence that you have already raised the issue with the dealership and allowed them the opportunity to resolve it.
Yes. The Motor Ombudsman’s Alternative Dispute Resolution services is free for consumers with unresolved Toyota complaints. There are no charges for raising or reviewing Toyota complaints through their service.
The Motor Ombudsman can help resolve complaints about Toyota vehicle sales, dealership service standards, servicing quality, repair work or workmanship issues. To qualify for assistance, the complaint must involve a Toyota business accredited to one of The Motor Ombudsman’s Motor Industry Codes of Practice and fall within the scope of those codes. Please note that complaints relating to finance agreements, insurance products or matters outside the dealership’s direct control cannot be handled through this service.
Once you submit your complaint, The Motor Ombudsman will assess whether it falls within their remit and the scope of the relevant Motor Industry Code of Practice. If your complaint is eligible, the case will progress through their dispute resolution process.
Yes. The Motor Ombudsman handles complaints about both new and used Toyota vehicles, provided the complaint meets their criteria and falls within the scope of the relevant Motor Industry Codes of Practice.
About Toyota (GB) PLC
Great Burgh, Burgh Heath, Epsom, Surrey, KT18 5UX
Phone: 0344 701 6202
Toyota (GB) PLC is the exclusive distributor of Toyota and Lexus vehicles in the UK and employs around 400 people at their head office near Epsom in Surrey.
The company is responsible for sales, marketing, and customer relationships nationwide, consistently delivering dedication, innovation and quality.
Toyota has always been a pioneer of new technology and is well-known for its hybrid power-trains, which combine a petrol engine and electric motor to deliver low emissions and impressive fuel economy.
We believe there’s ‘Always A Better Way’ and we’re always dedicated to providing excellent customer service.
