Contact Us

If you have a general query then please click here and complete our enquiry form or alternatively you can email us at info@tfs.co.nz.

For vehicle finance enquiries contact us on
0508 GO TOYOTA (0508 46 86 96)

For Marine Finance enquiries contact us on
0800 GET A BOAT (0800 438 226)

Customer Feedback

We're always trying to improve our customers' experience with us, but we know things don't always go the way they should. Your feedback can help us understand and address issues we otherwise might not know about.

We're committed to resolving all issues and doing the right thing by our customers. Here you can find information about how you can raise an issue with us, how it will be resolved and what to do if you're still not satisfied.

Our Complaints Process

We have designed our complaints process to encourage a fast and efficient resolution of issues at the first point of contact. All Toyota Financial Services (TFS) and Dealer staff are expected to do their best to resolve any issues as soon as possible.

If at any point you have a legitimate dispute with TFS which you feel is not being adequately addressed, please ask for a clear explanation of your escalation options.

Step 1: First Contact

All our staff are empowered to resolve issues and make fair and reasonable customer service decisions.

There are two ways to contact us:

1. You can call us on 0508 GO TOYOTA (0508 46 86 96)
2. You can email us on info@tfs.co.nz

By giving us as much information as possible, you'll be helping us to resolve things faster. If you have any supporting documentation, please have it handy when you raise your concern.

Step 2: Escalation to Supervisor

If a frontline staff member is unable to resolve a complaint it can be escalated to an appropriate Supervisor. The Supervisor will review the issue and may seek additional information from you in order to reassess the complaint and resolve the issue to your satisfaction. If this is not possible the issue can be escalated to an appropriate Manager.

Step 3: Escalation to the Manager

After reviewing the issue the Manager may offer what TFS considers a fair and reasonable resolution. If a resolution is still not possible, as a last resort, the issue can be referred to the Insurance and Savings Ombudsman (ISO) for independent advice.

Step 4: Insurance and Savings Ombudsman

The ISO is an office of last resort and deals with complaints that consumers have not been able to resolve directly with the company after exhausting all possible avenues.

Of course, as you're a valued customer, we'd much rather try to resolve the issue together first. TFS asks that if you have a complaint, you allow us the opportunity to exhaust all possible internal resources before going to the ISO.

Insurance and Savings Ombudsman
PO Box 10845
Wellington

Phone: 0800 888 202

Web: www.iombudsman.org.nz

Please note that before the ISO can investigate your complaint, they do require you to have first provided us with the opportunity to address the complaint.

Contact Details:

Head Office - Auckland
Toyota Financial Services
Level 2, Genesis Building
The Millennium Centre
602 Great South Road
Greenlane
Auckland

PO Box 17065
Greenlane
Auckland 1546

Free Phone: 0508 GO TOYOTA (0508 46 86 96)
Tel: 09 571 4150
Fax: 09 571 4284


Christchurch
Toyota Financial Services
PO Box 8686
Riccarton
Christchurch 8440

Free Phone: 0508 GO TOYOTA (0508 46 86 96)
Fax: 03 343 0975


Wellington
Toyota Financial Services
PO Box 13358
Johnsonville
Wellington 6440

Free Phone: 0508 GO TOYOTA (0508 46 86 96)




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