Toyota Finance - silence so far

thebostonbox

Using the excellent MSE tool. I contacted Toyota via email ( commissioncomplaints@toyota-fs.com) 
Initially, I couldn’t find my agreement number, but went ahead as I had a finance date and dealership name.
About a week after sending this email to Toyota, I then found the agreement number and wrote another email to them. I also decided to write to them, which I did using recorded delivery to the address on their website. I’m well past the 28 day deadline now with no response at all not even an acknowledgment? 

Has anyone else here had the ‘silent treatment’ from Toyota?

In contrast, Close Brothers acknowledged my email within a couple of days and confirmed I did have a DCA and that my complaint was logged!

With the ‘push back’ to May 2025, I guess some firms are needing time to work through potential claims? 

DullGreyGuy

thebostonbox said:

With the ‘push back’ to May 2025, I guess some firms are needing time to work through potential claims? 

May 2025 is for the FCA's decision, the time limit for companies to respond has been pushed back to December 2025. 

Nasqueron

Firms don't need time, many of them are not even working on them, just chucking in a pile. Remember that DCA was not banned when this finance was taken out, the FCA have yet to decide what, if any, money is due - they may yet say nothing should be paid, or a calculation based on the difference of rates. As such unless they know for certain that a) you had DCA and b) it was negative (as it could be either neutral - it was available but not used; or positive - your rate was lowered not raised) there isn't much point them doing anything.

snapconey

I am also in the same boat. Sent my claim to Toyota on the 6/6/24 and still haven’t heard anything not even an acknowledgment email. 

Will this still be looked at? Or do we just keep sending emails? Is there another way to get their attention?

just want to know that something is being processed or looked into. We should be given a time frame on their half to know what’s happening  

dunstonh

snapconey said:

I am also in the same boat. Sent my claim to Toyota on the 6/6/24 and still haven’t heard anything not even an acknowledgment email. 

Will this still be looked at? Or do we just keep sending emails? Is there another way to get their attention?

just want to know that something is being processed or looked into. We should be given a time frame on their half to know what’s happening  

answered on your duplicate post.   Please do not duplicate posts in future as its wastes peoples time. (a bit like sending in repeated emails).

Alpacamybagsandllamamypajama

Got an email from TFS yesterday saying that they cannot find any record of me owning vehicles with them and asking me to prove it with various documents (no details of how to forward these in the email)! Well I’ve owned about 4 Toyotas through them and currently have one now so I’m guessing I should be concerned about GDPR as well!

Nasqueron

Alpacamybagsandllamamypajama said:

Got an email from TFS yesterday saying that they cannot find any record of me owning vehicles with them and asking me to prove it with various documents (no details of how to forward these in the email)! Well I’ve owned about 4 Toyotas through them and currently have one now so I’m guessing I should be concerned about GDPR as well!

Why would you be concerned about GDPR? If they have no record of you as their records were deleted when no longer needed, they are following GDPR to the letter.

If you have documents that support your case, scan them and email them as a PDF, you can get scanner apps for smartphones if you don't have access to one

dunstonh

(no details of how to forward these in the email)!

You wouldn't expect them to explain to you have to put attachments in an email.   You can use google for that if you don't know how to use emails.

Well I’ve owned about 4 Toyotas through them and currently have one now so I’m guessing I should be concerned about GDPR as well!

Chances are a couple of those vehicles at least have dropped off the systems due to GDPR.   

They are getting inundated with spurious requests as well as genuine ones and chances are the person that checked it has thousands to go through and is spending little time on ones that they cannot find.  A mistype could easily give a "not found" reply to them.   So, just give them what they need as proof and they will look again.

thebostonbox

After several months and a further email ( with supporting paperwork) Toyota are still saying they have NO RECORD of my agreement.
In July this year. I sent them a copy of an email with an attachment ( headed notepaper Toyota Financial Services ) giving details of the settlement figure payable for the very agreement I had quoted in my original correspondence!
It outlines the Agreement no. and Car registration along with the start date of the agreement which was 2012.

I’m not sure now how to handle their denial? 

I also now have bank records showing DD payment to TFS for the dates in question, along with an email from the local dealer ( quoting my registration number at the time ) 
Any advice?
I’m tempted to print it all out and send  recorded delivery!

traceyr

I received the following reply from Toyota today, not too sure what it means though.

Your complaint about any commission paid to the dealer by us for your introduction

Thank you for your email. We understand you're complaining about the commission that you believe was paid to the dealer for introducing you to us. This is our acknowledgment of your complaint. We wanted to assure you that we've received your complaint and are dealing with it.

We can tell you that (a) we paid a commission to the dealer for your introduction and (b) this commission was not a discretionary commission (meaning the dealer couldn't influence the rate of interest where this would affect the amount of commission they received).

We normally have eight weeks to send you a final response letter, but the pause introduced by the Financial Conduct Authority (the FCA) means the period starting on 11 January 2024 and ending on 4 December 2025 is not counted when calculating this eight-week period. This means we expect to be in touch with you after 4 December 2025. You can find out more information about the pause, and the reasons for it, by visiting the FCA's website https://www.fca.org.uk/carfinance.

If you have any questions, please contact us by emailing us at commissioncomplaints@toyota-fs.com.

dunstonh

I’m not sure now how to handle their denial? 

Wait until the FCA has completed its consultation and reported on it.    It is understood that lenders are being required to bring archived records back onto systems but that will take some time.   Now, that doesn't mean your data is will be in the archived recordsd as lenders don't disclose that but we will se in due course.  There is no hurry at this stage.

I also now have bank records showing DD payment to TFS for the dates in question, along with an email from the local dealer ( quoting my registration number at the time ) 

Those don't matter as they won't help identify the agreement.