ALPHERA Financial Services UK レビュー 492

this company is a joke! They want clients to confirm agreements on the phone, but they never pick up and I spent hours on hold, calling an at payment number
This is ridicoulous and a fraud

Terrible company, if I could give a minus score I would. They somehow cancelled my direct debit and sent threatening letters saying I owed them money. Before I could figure out what had happened my credit was affected. They then reinstated my direct debit without telling. Even though they knew what happened they continued to send threatening letters demanding payment until the payments were repaid.

When returning my vehicle I received a letter which was not clear and very confusing. I followed the online process as per the letter and weeks later I was told I have to pay a £100 fine for not following the correct process. When I told the advisor on the phone the letter was confusing I was told in so many words that I stupid. They then refused to register a complaint.

Do not use this company, abysmal systems and even worse customer service

Getting hold of them is bad. Handed back my car, still have to pay for a loan for a car i dont have. Utter BS.

The young gentleman CHARLIE was very polite well manner young man slow taking explain what the conditions were what different ways to pay off
my final payment

This is just a follow-up from my recent review. They are very quick to respond publicly on here, but when it comes to direct contact, communication is almost non-existent.

I have found there to be very little empathy or understanding regarding my financial situation, with every effort seemingly focused on maximising my liability rather than reaching any fair compromise or resolution.

My complaint is now being investigated by the Financial Ombudsman Service, and based on the legal advice I have received, I am confident the outcome will be in my favour.

If only I could give zero stars. If you’re reading this, please stay away from this company. It’s a very long story but it was a year of battling which ended up going through the Financial Ombudsman who sided in my favour. Even after this, the service was horrendous, even had the cheek to send me a default letter once they’d taken the car back. Please believe their reviews and don’t touch them with a barge pole.

Awful company DO NOT USE - finance got sorted through Arnold Clark. On a Friday after this, Alphera then still took the final (already paid) total out my bank £8500 - leaving me overdrawn all weekend with 0 money. Called the bank to recall as not right said it would take 1 working day which would be Monday. Called up alphera to sort it and said nothing they can do they can see it was their error but they can’t sort it - the bank has to deal with it. I explained they can’t till Monday and I was with out food money or petrol to get to work. They didn’t care and said nothing we can do about it. Bank refunded me. Not a week later did they take the money again. Whole process went thorough again. Left with no money no food and 4th day without eating due to having 0 access to money. This company don’t care said there’s nothing they can do about it once a payment has tried to be taken. It may even happen a 3rd time. STAY AWAY FROM ANY DEALS WITH THIS COMPANY THEY ARE HARD TO GET OUT OF.

And before you bother replying to this review with ‘oh sorry to hear that, please contact Alphera complaints on bla bla bla etc.’ ofcourse I have obviously already done that. The reply’s to peoples 1 star reviews just show how awful this company really. People have obviously went through complaints before resorting to trust pilot.

The next step for me is the FOS

Seen many negative reviews and I’ve used a few finance companies but can say so far these have been the best. Fast responses, helpful responses and decent uk call centres. Just hope when the finance ends there is no issues but so far so good

My husband had a car on finance with Alphera, and decided to voluntarily terminate, having paid the required 50%. We called and requested voluntary termination, and went through everything on the phone, and told there was nothing to pay. At the end of the phone call, we were told we had to put request in writing. Alphera then took a few days to respond, stating the car had to be available for immediate collection, and all their Ts and Cs, including having fuel in the vehicle. The day they confirmed the termination, they took a direct debit payment. The car was purchased with a deposit, meaning monthly payments were taken in advance. We requested a refund of the payment, and they said the termination figure included this payment, so no refund would be given. Yet a few days before, there was no balance to pay. I will be taking this up with TS and the financial ombudsman, as this is payment was at no time mentioned.

I have had a message saying Alphera want more details. The details were stated. We were told no further balance to pay, as we had already paid 50 per cent of the amount owed, so were legally entitled to voluntarily terminate, yet they then said we had to put our request in writing, and conincidentally waited until they had taken a further direct debit payment to reply. A request for refund of the extra payment taken resulted in an email saying this amount was included in the "settlement figure" that we had been previously told was ZERO, weeks before, and on the phone prior to being told they needed the instruction to voluntarily terminate needing to be given in writing, and that no refund was due. There were a long list of conditions stated on the phone but not one that a future payment would also be required.

Been trying to discuss refinancing my car for ages now. Had a call booked to discuss this and they never rang. That wad over 2 weeks ago. Requested over 5 calls back since then. Nothing. Tried calling multiple times, impossible to get through. Id like to keep my car but they are making it impossible.

Voluntarily terminated my agreement, was sent a bill of £2k for a second hand vehicle, brought in 2022 at 56k miles, which was handed back at 103k in 2026. Rang to question the bill they immediately reduced from £2k to £752. Included within their £2k invoice was £500 for missing service history, that was clearly displayed in a photo taken by BCA. Was told that I should never have received a £2k invoice, as it was to replace rather than repair, but after a complaint was raised they claim there was ‘no errors’. The damage they are claiming to be beyond fair wear and tear is absurd, and they have acted as though the vehicle has been trashed.

Emailed following my response questionning how they can’t conclude there was no errors despite 2 blatant errors, included the CEO in the trail and have just been ignored. I’ve gone to the FOS as a result.

Rang to arrange a payment plan as I clearly dispute the balance and they have said they will impact my credit file.

Avoid at all costs, will never ever get a finance car again, and will never encourage anyone to use Alphera. Their customer care and service has been appalling throughout.

I've never left a Trust Pilot review in my life but the shocking 'service' I've received warrants my first review.

I've never had a single issue until this past month when my agreement has been coming to an end. I have no issues with my car and would like to keep it, so I opted to refinance the rest of the agreement. Was told they'd be in touch and heard nothing. After 9 days I sent both an email and submitted a contact form, heard nothing. After another week or so I tried calling - line went dead...twice. Requested a callback 8 days ago, still heard nothing. Have rang 3 times in the meantime and each time the line went dead every time I selected the option to speak to an agent about refinancing. Utter joke.
I've since submitted a complaint (which I'm presuming I'll hear nothing more from) and am having to get my bank and legal action involved as I'm concerned the remaining lump sum will be taken from my account at the end of May, which I cannot afford.

Genuinely have zero idea on how to actually speak to a human person in this business without making the 6 hour drive down to the headquarters. Absolutely utter deplorable 'customer service'. Stay WELL way.

Well, what can i say! I have never used Trust Pilot to place a review, only ever used it to read them.. however i am somewhat pleased to see that they have a poor rating and that it is not just me who has recieved nothing short of TERRIBLE service and communication.

I could go on for a very long time but to summarise my experience that is unfortunatly STILL ongoing to this day..

(OCT 2025) I have bought a car on PCP, used Zuto (fantasic service) who set me up on a 3 year deal with Alphera..
The deal took HOURS to go through on the date of purchase, so in that time the dealership upsold me a remap on site whilst i waited, i thought yes ok that sounds fine, lets do it..i was told the car is pretty quiet and would benefit from removal of the PPF filter for some extra sound and fuel effiency so this was tuned out in the remap. Fast forward an hour or 2 and the money was eventually sent to the dealership and i was on my way. The car had a slight sound on the engine but it drove fine so i thought nothing of it on thew way back. I then drove it for a month, (!!) which consisted of 1 large journey (Cornwall - Manchester and back) and driving around town (2k miles total) and the cars timing chain SLIPPED and has in turn caused catastrophic failure.

Dealership took the vehicle back, failed a repair after having it for 2 months (NOV-JAN) in which time i kept paying for the car (£400~p/m) and had finally had enough and i sent an official rejection letter as per my rights.

Fast forward to now, the unwind on the agreement has STILL not happened, and i am now told that the car must go back to original condition pre sale..even though it was tuned by the very dealership i purchased it from, even before the money was sent for the agreement..

Alphera have not ONCE called me in the 4 months since my complaint and rejection, i have had to chase them just to be told my case handler who has not even spoken to me outside of some short, useless emails, is looking into it... My 8 week wait time ran out for them to look into the case, i was sent an email saying i can now officially complain to the financial ombudsman, which i have done, then a week later been told they have 'noticed' (known the ENTIRE time) that the vehicle is modified and must go back to standard to progress the unwind..

Absolutely fuming with how useless they have been and i would THOROUGHLY not recommend.

**Disclaimer, the customer service team are nice and polite, my problem is with the management and especially the useless escalation team**

Stay far away from this finance company. I had a very disappointing experience with Alphera Financial Services at the end of my vehicle finance agreement.

After reaching the end of term, I elected to return the vehicle rather than make the optional final payment. A collection was arranged, but the vehicle was refused because of an intermittent engine management light. Despite this, the car was available for return and I took steps to resolve the issue as quickly as possible even though I work away.

During this period, I was pressured with demands for large sums of money and warnings about adverse credit reporting, even though the delay was linked to the collection refusal. I was also later charged a daily fee following the failed collection, which I believe was unfair and not clearly explained.

Communication was often repetitive and focused on payment demands rather than resolving the practical issue. I felt the process lacked flexibility and customer understanding, especially given the circumstances.

The overall experience caused unnecessary stress and the customer service side of things is absolutely minimal.

I would strongly encourage anyone considering finance to go with another finance provider, as this company have been and continue to be shocking in how they have dealt with me these past few weeks.

Absolutely terrible customer service, treated like a criminal !
Provided them with the information they asked for, only to receive threatening emails, threatening to issue a default notice, terminate the agreement and sell my vehicle at auction.
This was with my agreement fully up to date with no missed payments !!! And purely because they said the copies of information were not clear copies.

If I could give zero stars, I would.

I terminated my car finance through cinch and made a point of asking about a service light on the dashboard. I was very clear on the phone I said I could get it serviced beforehand if needed, and asked them to confirm. I was told not to worry about it.

After returning the car, I then received a bill for over £700.

I raised a complaint, but was told they couldn’t locate the call even though they provided the exact date and time I rang. Convenient, isn’t it Alphera?

This whole situation has caused unnecessary stress. I was eventually offered a “goodwill” reduction to £395, which I’ve now paid, but not without receiving multiple letters threatening damage to my credit score something I’ve worked hard to build.

The entire experience has been frustrating, unfair, and poorly handled.

Avoid at all costs. I’d rather walk than take out finance with this company again.

Update 22/04/2026- I have no had a letter saying I still owe £150, I am so angry and appalled at the lack of communication between the departments.
I was assured that was the only outstanding amount.
I am going to the finical ombudsman this company is an absolute disgrace.
I am so angry with this company hole experience.

Alphera Finance absolutely appalling company who fail to take responsibility for customers complaints .Management and caseworkers do not have the decency to speak to customers.
Think about it before you take out any finance with this company.
This company processes fraudulent claims then refuse to clear the innocent party's name.
My Advice is be careful!!!!!!
I have now took my case to ombusman

My experience with Alphera Financial Services has been extremely poor and stressful. I financed a car through them that was later proven by the manufacturer and an independent engineer to have been remapped and mechanically altered before sale — information that was never disclosed to me.

I immediately followed all the correct steps, supplied clear evidence from Audi and an engineering specialist, and raised my concerns in writing. Instead of support, I’ve faced constant delays, vague responses, and a refusal to acknowledge verified evidence. Alphera chose to rely on their own limited inspection rather than stronger, independent reports.

For a regulated finance company, this has shown a complete lack of consumer protection, transparency, and fairness. Customers expect honesty and accountability, not months of stress and deflection. I’ve now escalated my case to the Financial Ombudsman Service.

Setting up a PCP car finance plan with Alphera (through the Broker Zuto was easy. The latter does most of the work including negotiating with the car dealer.) This part of the experience is very good. However, if something goes wrong with the car you really are on your own. My engine suffered a catastrophic failure with a repair bill of £7000 after just over a year. Alphera finance company told me,
a) I can pay off the car and keep it
b) early surrender but I pay a huge fee and also pay the difference between the book value and what they get at an auction (with a dead engine it would not be much)
c) And I must continue to pay the monthly amount regardless.
Alphera technically own the car until the last balloon payment is paid, I was just seeking some help with the repair cost.
Even though the actual fault is a known weakness in this type of engine (so was present at the time of purchase and had signs and symptoms of it - oil consumption) I have been informed that all liability is with me and they are not prepared to entertain any financial assistance.
So, I do not own the car, the engine repair bill is mine to bear and Alphera could not care less. They are not prepared to do anything to assist. Thanks!
Judging by many of the other reviews on here, I'm not alone in my condemnation of this company.

UPDATE 27/04/2026 - After Alphera Financial Services 'full' investigation of my request to hand the vehicle back they have closed the case concluding, "Based on the information available, I cannot uphold your complaint. The reason I have not upheld your complaint is because the reported faults have now been repaired and the vehicle is in good working condition. Therefore, there are no faults that would
demonstrate grounds for rejection."

It wasn't a complaint, it was a request to hand the lemon of a vehicle back without additional fees given how much I have had to spend on it with this repair and other high cost repairs. Now, Alphera Financial Services took so long to respond to me that I had to get the car fixed (the cheapest option than pay all their fees) as I need a car for work. So, because I fixed it they have closed the complaint.

The next stage is ombudsman and potential legal remedy. I hope my experience and resulting one star rating (would have been a minus figure if possible) prevents even just one person from using this company, they are shockingly poor in their 'customer service' and policies. AVOID! AVOID! AVOID!