ALPHERA Financial Services UK レビュー 492

Shawn Douglas was very helpful great customer service look forward to speaking with him soon

AVOID AT ALL COSTS. I am appalled and disgusted at how we’ve been treated by this company. I am not sure how they continue trading as they don’t actually seem to care about people at all, just money. My elderly father, who has just passed away 4 weeks ago from Alzheimer’s, was missold a car by a ruthless garage in the later stages of his Alzheimer’s (before we got him diagnosed), and used this finance company. We surrendered the car months ago as my dad went into end of life care, and Alphera have incessantly hounded me for the outstanding balance despite it being my fathers debt and he having no estate (and in end of life care).
Now that he has sadly passed on, I informed them of his death, that there is nothing left and that it’s his debt not ours. It fell on deaf ears (apart from them noting the death bit) and now we are receiving yet more letters addressed to ‘the family of the late xxxx’ saying that WE are in breach of the HP agreement which we are categorically not, it was his debt.
But moreover than this, it’s the sheer insensitivity, heartlessness and ruthlessness with which they chase people (even deceased ones!) for money. It has really upset and disgusted us the family that this company could be so insensitive and cruel. Other companies have shown compassion and cancelled or dealt with us in better ways.
Not Alphera! They don’t respond to your emails, seemingly make no case notes so every time you ring up they haven’t a clue what you are talking about. And incessantly send you demands for someone else’s debt!
NOTHING is actioned or followed up.

I simply don’t know how they are allowed to trade. I am consulting the ombudsman as I speak.

AVOID AT ALL COSTS.

UPDATE Aug 25 - They have now, predictably contacted me after leaving this review, which is not something that I normally do. But given the circumstances and the way that my phone calls have been constantly ignored since Christmas, I was left with no option. The letter (and indeed recent email) addressed to the Estate of my Father but written in the first person implying that I (as POA and executor) owe this money was the final straw and appalled and upset me. its simply a matter of proper English and using the correct language/context to avoid massively upsetting the families left behind. But if Alphera had bothered to return my phone calls (numerous times they said they 'would look into it' on the phone and that was the last I heard of them) or answered my emails, we would not be here with me having to put a public complaint to shame them into contacting me. Appalling service up to this point.

AVOID!
There forms are really outdated,it is impossible to get help and advice with the forms,
They will Not reply back to your emails...

Had been chasing them for the past month on getting my business vehicle refinance they had not been replying back to my emails and now they have taken a balloon payment out of the business account leaving it in a negative...

Purchased a car from an advert online from Arnold Clark - Finance through Alphera, went to the car and they removed the car mats in front of me, I said why are you taking them, they tried to charge me so I said no. Upon removing the mats there was visible damage (not a lot, two 50p size hole in the drivers floor liner). I was ok with that and the chips in the door jam. What I'm not ok with now 3 and half years later is getting a bill from the finance company upon returning of £600. This damage was done prior to my purchase but because I don't have an image 3 and half years later they've charged me. Asked Arnold Clark to get the brochure with images, they say the don't have it. Avoid at all costs if you're getting a car on finance with this company - top level scam

Even after the financial ombudsman has upheld my complaint … Alphera STILL haven’t sent my money or been in contact. This honestly has to be the WORST finance company going. Honestly surprised you’re allowed to still trade based on how badly you treat your customers. Just admit it , you don’t care about customers but I’m sure if they stopped paying you , you would be very proactive in making contact!

So, where do I start? I suppose by describing Alphera as a company that really couldn’t care less about their customers past and present.

My experience is truly shocking but the worst thing is that I’m not alone. Reading through the reviews on here it is clear to me that this company should not be allowed to continue to trade.

A couple of months ago I decided to check my credit score and I nearly fell over. 25 missed payments to BMW Financial Services reported onto my credit file by these shysters.

Please bear in mind I settled my credit agreement with Alphera in July 2023.

I of course emailed their complaints department and to date I haven’t had a reply.

Then I telephoned them and they tried some labyrinthine id process to try to get rid of me and when that didn’t work they promised someone would be in touch.

No one has been in contact!

I’m not sure what the cost to me is. What about getting a mortgage or a new car? Looks like I’m no good for that because Alphera couldn’t even perform the basic task of shutting my account down properly.

No, they decided to report missed payments for 2 years.

This isn’t just incompetence it’s worse. Mismanagement on a basic level but ultimately a real and obvious contempt for the customer.

Their “management” team must be a bunch of clowns.

Anyway I’ve taken the case to the financial ombudsman and I would suggest if you’re thinking of financing a vehicle with this lot then don’t.

****see their reply below****

Do you think they called me within 48 working hours? Of course not and I wasn’t going to fall for the why not email us option because that wasn’t going to get a reply 100 per cent.

Contempt for the customer is the order of the day. Useless liars.

****in response to their latest reply****

I won’t hold my breath waiting for your call and I certainly won’t waste my time emailing.

All the while you keep reporting “missed” payments onto my credit file.

Keep doing the damage to me Alphera, you don’t care.

***update*** So the called me which was a shock. Very sorry blah blah blah and offered me £200 compensation and the promise of removing the missed payments on my file but they couldn’t guarantee when that would be done.

I refused the offer of £200 so they went up to £300 still not enough in my opinion but having told them this just like magic they’ve disappeared again. Not responding to emailed nor have they bothered to come back to me.

You would think that at the least they’d be in touch to confirm they’d removed the missed payments from my credit file.

No of course not…….

***don’t waste your time with this lot***

So they call me and I missed the call. I call back and of course the whole aim is to make me go away with stupid and moronic security questions.

Anyway I get an email telling me that they won’t pay any more than £300 compensation.

You silly people- do you think this is about the money? Morons. Not once have you said we’ve removed the missed payments. That’s fine for you. No you idiots think it’s about me being desperate for £300.

You simply string people along and if I could give you some advice Ryana it’s don’t suggest your customers email you because you do not respond.

Sort this out once and for all. Respond promptly and properly and don’t disappear. See it through.

You are useless - keep proving the point.

Don’t call me, email me. I want it clearly put to me what you’re actually going to do.

***they are not interested*** could not care less. Just fobbing me off. They want to exact the greatest amount of pain. Ruin my credit history, continue to ruin it.

A company with no moral compass, no checks and balances, shoddy systems and staff who are at best opaque.

The silence is deafening

***no they haven’t “reached out” to me via email with a decision, stop lying***

Still no email - liars

I was looking for car finance but had been refused elsewhere for less than half the amount that Alphera approved me for, and, as a bonus, all at a very competitive rate.
They clearly took a different approach and were obviously flexible in their views.
One year into the agreement and there have been no issues.
The only time I needed them - I wanted to change my direct debit details - they handled it very smoothly.
I will certainly be using them again and have no hesitation in recommending them.

Where to start with these Jokers

Vehicle 1 - Range Rover evogue , despite being a customer for 5 years plus , you managed to add the wrong bank account details to my agreement, resulting in a late payment …. Which marked my credit file and I’m still chasing you to have it removed from my file.

Vehicle 2- reversed a VT after a change of circumstance and it took you 5 months to confirm it had reversed, not taking a payment in that time.

You then emailed me with 12 hours notice before taking 5 months worth of direct debits in one go… over £1200 in one transaction.

Again marking my file with a late payment mark , despite this being your fault?

Still unresolved despite escalations and constant chasers.

Also preventing me from purchasing a new vehicle in the meantime.

Never again!!!

The only way to get hold of this companybis to keave a bad review ( which is deserved), now these people on here do a great job they get in contact and you get a response.

I left a bax review on the 27th june , got the response that the would get the escalation team (who have my car and my money) to contact me to discuss.

I shortly after got an email from tge escalation saying they had been contacted about contacting ne and they would contact me next week (thats this week now) - guess what friday night and still no contact ..... another week without my car or money ..... this complaint so far has taken them over 2years to resolve

AVOID AVOID AVOID these cowboy's like the plaque
This place should be closed down , the don't give a flying about you as long as they are getting their money
Get a Bank loan before going to these Joker's

I had a ecp fault with my car after just 3 months , eventually when the car was fixed the dealer refused to pay for the vehicle to have any repairs done , so I had to pay over 720 pounds to get the vehicle out of the garage . I’ve done everything Alpheria wanted sent the receipt kept calling them and emails and nothing it now June and the dealer is still refusing to pay - I’ve rang you so many time and there isn’t any point me sending a Email as Alphera never reply I’ve sent a email
Last week called you the week before and the week before nothing gets done .

After reading countless reviews of people who have suffered a similar plight of having the misfortune of dealing with this company I thought it pointless to add mine. The endless stream of one stars reviews has clearly had no impact on their practices or processes because they simply couldn’t care less.

But then I thought but what if one more voice is enough to stop someone from being subjected to their appalling service. Worth it!

So my story reads very similar to others. Purchased a vehicle which turned out to be a dog. Refused the vehicle and then spent 11 months being fobbed off, lied too and ignored (particularly by “case worker” Aaron) by Alphera until the ombudsman finally found in my favour.

Even now, over a month since these findings I am still awaiting monies owed and being systematically ignored and lied too. Oh, and I almost forgot they had the audacity (after telling me to cancel my direct debit as the agreement had been closed) to send letters demanding payment of my monthly fee….

If they won’t listen. Perhaps an unsuspecting customer will and be saved the pain.

DO NOT under any circumstances get involved with these charlatans.

I strongly urge everyone reading this to report Alphera Financial Services and their representatives to Action Fraud UK if you believe you’ve been scammed.
It is absolutely disgraceful that this company is still allowed to operate based on my experience, their behaviour feels like a deliberate attempt to take money from customers through misleading or dishonest practices.
They are not just incompetent, they are dangerous. I genuinely believe this should be treated as organised fraud, and the authorities need to step in.

Please, if you’ve been affected: file a report, warn others, and stay far away from this so-called business. The more people speak up, the sooner something can be done.

Their communication is nonexistent. I had to chase them constantly just to get updates on my own account. Would not recommend to anyone.

Tried to get support for a basic issue and was passed around for weeks. No resolution, just confusion. Totally disappointing.

I financed my Mercedes-Benz C-Class through ALPHERA and what a nightmare it’s been. The car was faulty from day one, with multiple serious issues that were never properly fixed. Despite providing detailed evidence — including a £523.96 repair quote from Mercedes-Benz — ALPHERA refused to take responsibility or offer a fair resolution.

They have been dismissive, unhelpful, and completely unwilling to resolve the issue. Their “final response” letter just ignored the fact the car still isn’t fixed and tried to pass the buck back to the dealer. Meanwhile, I’ve had to keep making payments under protest while they drag their feet.

If you’re thinking of financing through ALPHERA, beware. Their customer service is terrible, and they won’t stand behind you when things go wrong. I’m now forced to take legal action to get justice.

Avoid ALPHERA unless you want endless frustration and no support when you need it most.

Website is clear on how to sign in, more showing their services.
When making a payment over the phone, if you are not fast enough to put your details in, you will get cut off, Should have some explanation to state what you need to make a payment.
Trying to get through to discuss financial difficulties during working hours, I got cut off twice when ringing the 3rd, 4th, 5th time the line was busy.
When signed into the website, it is quite easy to navigate, but I wouldn't use Alphera again.
Update 24/06/25, After finally getting through to customer services, discussed about my financial issues, they understood and agreed to let me move to a standing order so I ring up once a month to pay when is best for me. Would like to say thank you to Sarah and Nicole for helping me with this as it is much appreciated.

I am sadly updating my previous review because Alphera Financial Services continues to make an already appalling situation even worse.

After months of stress, broken promises, and being completely ignored, we have now received yet another missed payment notice from Alphera — for money that we have been told multiple times we do not owe.

To summarise this long-running saga:
• We financed a car through Alphera in August 2024.
• The vehicle developed multiple serious faults and stopped working completely by January 2025.
• We formally rejected the vehicle under the Consumer Credit Act in December 2024 because it was unfit for purpose.
• Alphera took over 6 months to process the complaint, forcing us to continue paying for a vehicle that was unusable and undrivable.
• After months of delays, Alphera finally collected the vehicle and assured us that the finance agreement had been unwound and closed.
• Despite these assurances, we then received a missed payment notice claiming we owed £290.09, with threats of credit file damage if unpaid.

We raised this again, were repeatedly told by our complaint handler Aaron that it was all cleared and we could “rest assured” nothing further was due. But even after that, Alphera continued to say the balance was still outstanding.

Now, incredibly, months later, we have received yet another missed payment notice, for the same amount that we have been disputing from the start. Despite months of calls, emails, and broken promises, Alphera still cannot correct their own records or stop harassing us over a debt that simply does not exist.

We have escalated this to the CEO of Alphera, who initially responded but has since ignored all further communication. BMW UK’s CEO never responded at all. Even the Financial Ombudsman Service has expressed frustration with Alphera’s inability to provide accurate records or respond properly to their investigation.

We are completely exhausted, extremely anxious about the impact this will have on my partner’s credit file, and utterly dismayed that a finance company can treat loyal customers in such a disgraceful way. After financing numerous cars and motorbikes with Alphera and BMW over many years, we will never use their services again.

If you are considering financing a vehicle through Alphera or BMW Financial Services — please learn from our experience and avoid them at all costs. If anything goes wrong, you will be left completely unsupported, subjected to endless delays, false promises, and serious financial threats over money you never owed in the first place.

This entire situation remains unresolved as of June 2025.

I’ve had a deeply frustrating experience with Alphera over the past 9 months.

I rejected my Audi E-Tron within the legal 6-month window due to serious faults — the first of which occurred on the very day I collected the vehicle. While the faults are the dealer’s responsibility, Alphera’s handling of the rejection and refund process has been shockingly poor.

Despite providing photographic evidence, mechanical reports, and consistent communication throughout, I have been chasing progress for months. The rejection was eventually accepted, and I returned the car over a month ago — yet I’m still being charged monthly payments; I am still waiting for my money to be refunded, and my finance agreement is still active.

I was told the agreement would be terminated by my case handler and that no further charges would be taken. Not only has this not happened, but I’ve been completely ignored by my case handler for over a week, despite being told "he would call me back in 5 minutes". This was last week, and I have since been actioning daily follow-ups asking him to call me back with no luck.

The only person who has tried to help is Trevor in the escalations team, who showed genuine care and attempted to resolve things — but unfortunately, that doesn’t erase the emotional and financial stress Alphera’s delays have caused.

Under the Consumer Rights Act 2015, if a vehicle is found to be faulty within the first 6 months, particularly when faults are present from day one, the consumer has the legal right to reject the vehicle. In these cases, the finance provider is legally required to issue a full refund and a complete unwind of the agreement, including:

Cancelling the finance in full,

Refunding all payments made (minus any fair mileage deduction),

And stopping any further charges once the vehicle is returned.

Despite the seriousness of the situation, Alphera failed to issue a full rejection. Instead, they offered only a partial refund, which is not in line with their legal obligations. This is a clear breach of consumer protection law.

From the day I collected the vehicle, it displayed serious faults, including:

A recurring Pre-Sense safety system fault caused the car to emergency brake without warning and without any hazard being present. This happened twice, nearly causing an accident on both occasions while I was driving with my two young children in the back.

mechanical reports showed persistent airbag system faults, which would cause the airbag system to fail. I stressed to Alphera that given the pre-sense fault slamming the breaks on almost causing 2 crashes this is serious and needs taking off the road ASAP. My son has additional needs, and I had no choice but to use the car; I needed it resolved so I could go and save another car.

High-voltage battery and charging issues which is a fire hazard.

These were not cosmetic problems they were life-threatening mechanical and electrical hazards. I made Alphera aware of these issues immediately and chased them daily to push through the rejection as quickly as possible due to the danger. Yet I was repeatedly ignored or passed around, and no urgency was shown despite the fact that myself and my children were being put at risk.

Eventually, the car was returned but Alphera still continued to take payments after the rejection was accepted and has since offered a partial refund that includes a payment they should never have taken. Meanwhile, the agreement was left active for weeks, and the refund of my deposit was left to be handled separately without clear communication or timescales.

This was not just poor service. This was a failure to follow the law and a complete disregard for customer safety and consumer rights. Alphera had a legal duty to issue a full rejection, unwind the finance agreement, and refund all payments made, and they did not do so.
If you are considering using Alphera for vehicle finance, I strongly urge you to think twice. When things go wrong, you may find yourself chasing basic legal rights, being ignored, and being left paying for a vehicle you’ve returned while being exposed to serious safety risks.
Ongoing issue since 2024 – most recent experience June 2025

Truly awful. Closed my account because car was miss sold with obvious defects. Alphera did no due diligence to confirm quality of the car. Continue to charge me after the accounts been closed even though Iv told them 3 times now. When I ring up they act like it's my fault. Staff on the phone are either clueless or rude every time I ring up. Shambles.