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CONTACT LAND ROVER FINANCIAL SERVICES
We look forward to hearing from you, whether you’re looking to invest in your first Land Rover, or you’re an existing Land Rover Financial Services customer and have a question about your finance. To get in touch, simply select an option below:
If your contract number is 9 digits long, please call:
1800 037 711
If your contract number is 6 digits long, please call:
1300 294 097
Mon - Fri: 9:00am - 5:00pm (AEST)
Land Rover Financial Services
Customer Service Team
Locked Bag 4002
Chullora NSW 2190
In the current uncertainty surrounding COVID-19, we are committed to supporting you as best we can. If you have been directly impacted by COVID-19 and are unable to meet your car loan repayments, please apply online for Financial Assistance so we can assess your individual circumstances and eligibility. If you have any questions and would like to get in touch with our Hardship Assistance Team, please email email@example.com.
Alternatively you may call us on 1300 734 567, between 9am – 5pm (AEST), Monday – Friday.
If you have an existing Guaranteed Future Value (GFV) contract that is due to mature in the next month, and have been impacted by COVID-19, please contact firstname.lastname@example.org if you are unable to trade-in or return your vehicle at your dealership. If you would like to retain your vehicle, please contact email@example.com.
We work to continuously improve, so if you’re unhappy with something we have or haven’t done, please give us the opportunity to meet and exceed your expectations.
At Land Rover Financial Services we pride ourselves on providing exceptional service and great products to all our customers. We believe that our consumers have the right to efficient, honest, and fair treatment in their dealings with us. We welcome your feedback, so we can continue to improve our services.
To provide feedback or make a complaint
Your first point of contact for raising a complaint and feedback is with our Customer Resolutions Team. They will endeavour to address your concerns and resolve your dispute.
Land Rover Financial Services Customer Resolutions Team
Phone: 1300 734 567 Mon – Fri 9:00am – 5:00pm (AEST)
If you are overseas, please call: +61 2 9695 6311 Select Option 1
Fax: +61 (2) 9695 6399
Mail: Locked Bag 4002, Chullora NSW 2190
Seeking additional help
In the unlikely event that you’re not satisfied or disagree with our decision or suggested resolution, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):
We understand that life can take unexpected turns due to unforeseen circumstances. Please contact us if you are experiencing Financial Hardship.
At Land Rover Financial Services we understand that life can take unexpected turns and anyone can experience financial hardship due to unforeseen circumstances. We are committed to assisting you with finding a suitable solution to manage your repayments, whilst you get back on your feet.
What is Financial Hardship?
Financial Hardship is when a customer is willing and has the intention to pay, but due to a change in their circumstances, is now unable to meet their repayments or existing financial obligations. With formal hardship assistance, their financial situation will be restored.
Reasons which may qualify you for Financial Hardship
Common events contributing to financial difficulty may include:
• Changes in income and/or expenses
• Changes in employment such as reduced hours, loss of job, reduced pay
• Significant life events such as illness, injury, relationship break down, death or disability
• Natural disaster
• Legal matters such as court actions, judgement or court orders
• Company failure or some other event such as insolvency or administration
How long is the assistance period?
Our Financial Hardship Department will assess your individual situation and provide options. This may be short term and in some cases long periods of time dependent on your situation.
What kind of support documents do I need?
Each situation is assessed on its own merits. You may need to provide further information such as proof of income, liabilities, expenditure and anything that is applicable to your circumstances.
How long will it take to receive a response?
We are required to provide you with an outcome or next steps within 21 days of you submitting your application. However, in most cases you will receive a response sooner.
Will I still be contacted by the Collections Department whilst assistance is in place?
No, there will be no collections activity during this period as long as you comply with your hardship arrangement.
What happens if Land Rover Financial Services does not support my request for Financial Hardship?
We will advise you in writing of the reason. You may wish to seek further financial advice from a financial advisor or a third party in regards to the alternate options that may be available to you.
What happens if I am not satisfied with the outcome?
If you are unsatisfied with our response, you can contact our Financial Hardship Department on 1300 087 782 (Option 1) to discuss our decision. If your concern is still not resolved, you may lodge a complaint via our internal disputes resolutions scheme by emailing feedback@ landroverfs.com.au
If you do not agree with our decision or suggested resolution, you may refer your complaint to the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme of which we are a member.
Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
1800 931 678 (free call)
How to apply
In order to assess your eligibility for financial hardship assistance, we require you to apply online via our Financial Assistance Portal (supported web browsers include Google Chrome, Firefox and Microsoft Edge).
Apply for Financial Hardship Assistance
If you have any questions and would like to speak to one of our Financial Assistance representatives, please call or email us.
1300 845 911
Mon – Fri 9:00am – 5:00pm (AEST)
If you are overseas, please call:
+61 2 9695 6311 (Select Option 1)
What happens next?
Once you have lodged your Financial Hardship Assistance application, your circumstances will be assessed to see what arrangements or options may be suitable for you. We will notify you of the outcome within 21 days.
Should we require additional information, one of our Financial Assistance representatives will be in contact with you to discuss the matter further.