ALPHERA Financial Services UK レビュー 492

13/04/2026: I rarely leave reviews, but my experience with Alphera Financial Services has been extremely disappointing and stressful.

I exercised my legal right to voluntarily terminate my car finance agreement on 26 February 2026, having paid over 50% of the total amount. Despite this, the process was unnecessarily delayed, with poor communication and no clear timelines for vehicle collection.

More concerning, a payment of £446.87 was taken from my account on 2 March after I had already initiated termination. This money is still being withheld, despite multiple attempts to resolve the issue.

To make matters worse, I was sent another customer’s personal data (name, address and details about their car) in error — a clear data protection breach — which has not been acknowledged or addressed in their formal response.

Although they have since waived a disputed damage charge, they have failed to address the key issues:
- Refund of money taken incorrectly
- Ongoing delay and lack of resolution
- Serious GDPR/data breach

I have made every effort to resolve this directly through their complaints process, but the response has been incomplete and inadequate.

Unless this is resolved urgently, I will be escalating the matter to the Financial Ombudsman Service and the Information Commissioner’s Office.

I would strongly advise others to proceed with caution based on my experience.

UPDATE: Despite raising this formally and giving multiple opportunities to resolve, I have still received no response addressing the refund or the GDPR breach.

As of today 17th April 2025, I have now escalated this to the Financial Ombudsman Service and the Information Commissioner’s Office.

UPDATE 22/04/2026: Alphera only responded to this review after I stated I was escalating the matter to the Financial Ombudsman Service. They advised they would contact me “as soon as possible” – however, it has now been two days and I have still received no contact or meaningful update.

Given the continued lack of action, I have now formally progressed my complaint with the Financial Ombudsman Service and have provided over 35 supporting documents detailing the timeline, correspondence, and issues experienced.

I will continue to update this review based on how this is handled.

UPDATE 27/04/2026: Alphera have now responded, however they are refusing to refund the £446.87 taken from my account despite me notifying them of my intention to voluntarily terminate before this payment was taken.

They are relying on internal processing dates rather than acknowledging that any delay was on their side, which I do not consider fair.

They have also failed to properly address the data breach I raised, offering only a brief apology with no meaningful explanation.

As a result, I have formally escalated my complaint to the Financial Ombudsman Service and submitted over 35 supporting documents detailing the full timeline and lack of appropriate response.

I will continue to update this review as the case progresses.

UPDATED
To be fair to the company, since review below was published and complaint raised they considered this promptly, upheld my complaint and made changes to their processes so I can't ask more than that - a good example of a company willing to listen to it's customers.

Paid every single payment on time - reached end of agreement and returned vehicle - told would receive invoice for balance from company which collected - never received, called twice, told will be sent, then received call from Alphera Collections saying balance due and if not paid within one week would affect credit file. Paid over phone but then told it takes them 3 to 5 days to update as arrears paid so would still show as in arrears over 28 days. They still had an open d/d so could have simply taken balance that way. Their system is flawed as it automatically puts people into arrears at end of agreement when vehicle returned - should simply notify customer of any balance then collect via d/d in usual manner.

The worst company I have ever dealt with period. Rude, threatening and unprofessional from top to bottom. I had a car with this company in 2017 and it was sold and the finance agreement fully satisfied.
I received a letter in 2025 saying they owed me 140 pounds as I had overpaid. I forgot to cash the cheque and it was paid to me in bank transfer instead. It took them over 3 months to make the payment, I was awarded 125 pounds in compensation due to this. The finance dept in their wisdom then made a second payment of 125 to a bank account that was closed and no longer open. Due to this they started to threaten me with arrears letters and credit reference markers if it wasn’t paid back. I went to my old bank and obtained a statement to show the account that they paid the money to was closed in 2017. I also sent through a statement from my bank that I use now to show it wasn’t paid in there as well.
My complaint handler has refused to speak to me, I’ve been told multiple different things by multiple different people. The staff are rude, and arrogant and seem inept in the most basic of tasks. I have had to pay this arrears amount to avoid having a credit marker against me. In the knowledge that I know alphera will have to pay me this money back at the completion of the complaint. I have been dealt with shockingly due to a mistake by the finance dept and also the complete lack of willingness to investigate this matter expeditiously. Shocking company avoid using this finance company if you can.

25/03/26 - As of today I have still not received my money back from Alphera. Was told explicitly by the person who is handling my complaint, that my complaint would be resolved by end of business Tuesday 24/03/26. This company is a complete and utter shambles and if you had an ounce of sense you would read the multitude of negative comments and experiences about this company and steer clear.

I would give minus 100 stars .
This corrupt company helped corrupt polics officers from wandsworth police station to steal my vehicle with all my possesions( laptop with important employment tribunal and court documents onit, my ID( identity theft) , my wallet with bank cards and credit cards inside , my thob , house keys , logbook that was sealed but illegally opened by them , confidential letters and unopened letters addressed to my family and much more items that will be seen on the body worm camera from the corrupt discriminating officers.

This company are complete fraudsters , and they carry out illegal activities with corrupt police officers and corrupt insurance company like Allianz. This company alongside with corrupt officers got my policy voided and the corrupt insurance company Allianz voided my insurance without notification which is illegal just so this corrupt fraudulent company and corrupt discriminating officers could steal the vehicle and to top it of they purposely incorrectly filled out the seizure form just so i wouldnt be able to collect the vehicle I went to peri vale police impound to collect the vehicle to be then told by the member of staff ( police) that my car is not their and its not at Charlton and then he asked me ' am I sure it was police who seized it , because no transportation or seizure form has been sent to them to say the car has been seized and then he advised me to report the car stolen which i did but Jo , the 101 operation falsfied my crime report intentionally to help her corrupt colleagues which then i nadeca complaint i got a cad reference and a crime reference. The car was then spotted at wandsworth police station? The sane day I attended the police impound. The Alphera / BMW finance recovery team then went to collect my car without notifying me and tried to send me a default notice , are you being for real? It's mad how they can carry out such illegal acts and get protected but anybody else would get prison time.

I was dealt with a very delightful, very helpful person on the phone who delivered all my needs and put me at ease.
Elsie Richardson, what a wonderful person you are.
Thank you for all your help today.
Credit where credit is due

Phones up to re finance my vehicle and spoke to a lady called Amanda Graham.
She was very polite, knowledgeable and made the process painless.
To top it off she beat any quote from a 3 other companies I spoke to.
Very happy with the whole process! Give the lady a raise.

There are not many things I regret in life but agreeing to use alphera as my finance company is very much so up there.
I have had issues with a vehicle from 5 weeks post purchase which remained on going for 10/11 weeks until I finally requested rejection. Not only is the dealer ignoring me, the fact that I felt I would be supported by my PCP agreement I have truly never dealt with such poor customer service post purchase. It is deeply unsettling, having to now outlay a loan for a new vehicle, such poor communication from Alphera and my case handler, ignoring emails, images, timeliness, receipts, reports. I feel so truly let down at this stage, all this on going through ivf. Despite making them aware this is impacting work and family responsibilities, they are incompetent and I feel let down by many in the car industry at present.
I truly hope I do not have to go down the obundosment process and praying you can support but looking at these reviews I feel less and less confident.

AN 4333865

I have a perfect credit score , yet when my broker tried to get a policy with Alphera , it was turned down . They have provided no reasons for turning it down and if course it may have an adverse effect on my future credit needs. . . Do not use . . Ever.

Bullying customers to pay invalid charges.

Following a long wait, my call was finally answered and the call handler was incredibly rude and unhelpful. I wasn't even able to finish answering my question before she ended the call. Disgusting customer service.

Had a great experience arranging my car finance. Quick and easy to sort and sign and great service from Elsie who I dealt with.

I would not recommend this company. The end of contract experience with them was very poor and confusing. AVOID.

Craig Jenkins and his team always make the process so easy for me a as a consumer. They also offer an incredible package when compared to other lenders. Big thanks also to Tayyba for getting my documents sorted at such short notice.

Extremely disappointed with Alphera Finance and how they treat customers who fall on hard times.
I accidentally missed two payments and immediately contacted them to explain my situation. I made it clear that I was going through a divorce, suffering financial difficulty, and that mediation was ongoing. I also offered a reasonable solution: once I had the funds, I would buy the car outright.
After explaining all of this, I heard nothing at all from Alphera — no discussion, no support, no attempt to work with me — until I suddenly received an email from their litigation team and a form through the post. No warning, no proper communication, just straight to legal action.
I have now contacted the Financial Ombudsman regarding this, as Alphera have failed to respond to me entirely — not even providing my payment history or records of any conversations.
I am extremely disappointed that Alphera have failed to follow FCA guidelines around treating customers fairly and dealing with vulnerable customers in financial difficulty. This situation could have been handled with basic communication and empathy.
What makes this worse is that I have already paid more than half the value of the car, and I only have one year left on the agreement. Yet instead of working with me after a genuine mistake, their response has been to try and take the vehicle away.
If you are considering buying a vehicle with finance, I strongly advise against using this company. If you make a mistake or experience unexpected life events, Alphera’s response is to penalise you rather than help.

It’s funny that I have a reply now but you still can’t find my account? I have sent about 6 emails regarding this issue to your complaints and yet again I don’t exist? I have a account with you and will try again but you don’t fill me with any confidence 16/2/2026

My PCP deal was coming to an end I rang to see if I could refinance . My adviser was very informative and explained all my options . the whole process was so easy . Thank you

Illegally changed a direct debit date and tried to take money without any contact. Avoid at all costs.

Our agreement was paid off in FULL in November 2025 after several letters stating we were in arrears. After getting fed up with these constant letters we decided to settle in FULL. Here we are in February 2026 and the threatening letters are still arriving. We DO NOT owe you a penny. Update your system to reflect what we have paid before we take legal action against you.

I have been fine with Alphera finance until my pcp came to the end. I got settlement figure and decided to keep my car and got finance with another company. This was all settled by new year. Today I had call telling me I still owe 1 month payment. How can this be when they gave me settlement figure and stipulated from and to date. I told the so called collection agent this can't be so. I was told if I don't pay they would put default on my credit record. Surely this can't be legal . Please if anyone has had this please notify. My contract was 4 yrs and I never missed a payment

I cancelled finance for a motor vehicle within the 14 day cooling off period, under the regulations i am permitted to do so without penalty or fees.
I had not received delivery of the vehicle or any funds.
Alphera finance have made payment to the car dealership under their joint contract but hold me responsible for seeking return of those funds under threat of further arrears and default on the agreement.
Their escalations team have advised that their agreement is with me and not the dealership. The agreement that i terminated within the 14 day period.
I have no leverage over a car sales business i do not have a contract with yet they request me to follow up with their selected dealership.
The vehicle in question has been subsequently road taxed and likely in use under another finance agreement or sale. Has all the hallmarks of a scam.
My escalation sits with the Financial Ombudsman Service.
As the frequent responses on here are that records are unable to be traced, my reference and last four digits: 1ARA/###1550

The worst company to do business with! Trying to unwind a credit agreement on PCP for a faulty car! They clearly side with the garage! Customer service is shocking and good luck speaking to an advisor! Ombudsman might become your best friend darren McGovern is the name he is my partner!

He has rang that number on numerous occasions on the last occasion to escerlate he was promised a phone call from an adviser called luke within 48 hours.. guess what 8 days later nothing! This is the named worker and well ignores your emails! Then they don’t allow a garage to feedback there inspection! On one of the few emails I recessed they dismiss photographic evidence, videos, statements, ecu logs and say that does not prove a fault! Even the other day the car shut down when the car turned itself of due to the battery running out of power….. i will continue to update this review.