ALPHERA Financial Services UK Reviews 490

Second Review!!
I wish I could advise every potential customer to stay away from this shambles of a company, no communication, case handlers never available, been owed money since March and despite the Financial ombudsman decision to refund me but still nothing has been returned! Poor communication, unreliable and an absolute joke to deal with! Apparently the funds had been sent 5 different times but now saying it was only processed on the 16th May even though my vehicle was returned on the 4th April!

21/05/25 - please don't make false promises to get someone to contact me as we know it never amounts to anything.

Second review just to prove the point that this company just ignore their customers and their response in trust pilot means absolutely nothing! DO NOT USE THIS COMPANY!

This has just got to be the worst company i have ever had to deal with after purchasing a car in May 2024 after 16 weeks i noticed an oil leak , rang warranty company sold through the finance with Alphera and they found that the cars DPF had been removed , illegal remap to the vehicle, i complained in writing october 2024 with full rejection of the vehicle as bare in mind when i collected the vehicle it was full of cobwebs plus dead battery said was down to hoovering car 6 days after purchase battery was dead needed a new one , so i have reported the car within the 30 days and six months !! law on my side !!!!after the 8 weeks of investigation was on 30/12/24 and not received one call or email from Alphera after dozens of emails letters sent with rejection!! I went to FOS who are in my favour and they haven’t even contacted FOS which is unbelievable!! I still make payments on a car i can’t drive as of 15th !!!
I am a single parent who is self employed who needs the vehicle to be able to pay my bills and the finance !!!!!
you couldn’t care less of the horror you have put my family through , zero communication is just horrific, escalation team are useless and liars !!
FOS now on with escalating their view and legal advise has been taken …. i don’t hold my breath that you will respond to this review ,,,, Wouldn’t wish this on my worst enemy ! if just one person reads this and takes it on board to stay well clear , how this company till operates its beyond belief

0 stars

This company is the biggest scam artist going when comes to handing the car back.

They will charge you mileage you have not accrued and communication is less than poor.

I had women ring me from escalation team call me. I am really sorry, we will look in to this for you and did jack ****

They lie, tell you what want to here and the right to you differently.

It just proves how many people of here complain about the company and nothing gets done.

They need closing as a business.

I was charged hundreds of pounds for two VERY minor scratches on a SEVEN-YEAR-OLD car.
On the day of collection, after my PCP had ended, the car was clean, within the mileage allowance, serviced...everything. It feels like even if you gave the car back in showroom condition, they would find some way of creating a charge. I will never use this company again.

Would give 0 stars if possible. Impossible to get through to ANYONE. Had an open complaint since August 2024 - STILL not resolved even after being referred to the Ombudsman. The Ombudsman have demanded compensation and have given Alphera 10 days to compensate - this hasn’t been done either. Managers at this company aren’t ’customer facing’ so you are not able to escalate complaints.

UPDATE: I STILL HAVEN’T RECEIVED ANY COMMUNICATION FROM ALPHERA DESPITE PROVIDING THEM WITH MY CONTACT DETAILS AND WAITING OVER THE ‘3 DAYS’ PERMITTED FOR A RESPONSE. I AM YET AGAIN UNABLE TO CONTACT MY CASE HANDLER AS THEY ARE ‘NOT AVAILABLE’ FOR THE 5TH TIME.

SAVE YOUR TIME AND MONEY AND DO NOT EVER DEAL WITH THIS COMPANY.

FURTHER UPDATE: Recieved a call from Alphera on Friday 10:30am - Explained my case with the advisor and he stated he would call me back within the hour with a resolution once he had had time to look through my case. He DID NOT call back. I am STILL waiting for a response.

Another display of appalling customer service from Alphera.

My experience with ALPHERA Financial Services UK has been nothing short of a nightmare. I purchased a vehicle financed through them that has since been confirmed by Honda to have been massively clocked back by at least 65,000 miles. This is a significant deception that ALPHERA failed to identify before financing the vehicle.
Despite providing clear evidence from Honda confirming the mileage discrepancy, ALPHERA took an unacceptable six months to even investigate this issue. During this prolonged period, I was left in limbo, driving a vehicle with a fraudulent history.
To make matters worse, I part-exchanged my previous vehicle for £2450 and have invested at least another £1000 in the clocked car for essential maintenance like tyres and a new battery. The stress and inconvenience of this situation also led to the loss of a part-time job, costing me an estimated £600 in lost income.
After this lengthy and frustrating ordeal, ALPHERA finally offered a settlement of £1700 plus a refund of my monthly payments. However, they have only paid the £1700, despite explicitly stating in their final response letter that both amounts would be paid.
Now, it seems I'm being subjected to further delays and unprofessionalism. My case has been passed on to a case handler named Angel, who has been completely unresponsive for months. She refuses to answer my calls or reply to my emails, leaving me feeling ignored and utterly disregarded.
The level of customer service I have received from ALPHERA is the worst I have encountered in a long time. Their handling of this serious issue has been incompetent, their communication abysmal, and their failure to honor their own written agreement is frankly shocking.
Stay well away from ALPHERA Financial Services UK. Their lack of due diligence, drawn-out processes, broken promises, and complete disregard for their customers are truly appalling. Save yourself the stress, financial loss, and frustration and choose a more reputable finance provider.

Would not take another PCP deal out with this mob if my actual life depended upon it. I would rather try and do business with Donald Trump. Mislead on the PCP deal and then continually misinformed when trying to settle my agreement. Alphera seems to work on a different banking system to the rest of us where it takes 2 days to confirm a payment. Avoid, avoid, avoid....

This is an update based on the response below from Alphera. Let me just be clear that the lack of confirmation that my finance is clear is very much secondary to the way that Alphera conducts itself and the fact that I was completely missold the PCP deal in the first place. I have escalated my issue directly to BMW, as their brand is being harmed by this as well. Oh - and, Alphera team - You already have my contact details. You will find them on the detailed complaint I have logged with you around how I was able to put almost 50% deposit down on a vehicle, take PCP over only 2 years and end up owing you MORE than the capital I financed. You will also be hearing from my legal representation shortly. I feel for your employees, but honestly, this company should be forced to cease trading with immediate effect.

@Alphera - my agreement number is: 3865084

May be I’m lucky but my finance settlement was very smooth.
I got my refund as well on the agreed date.
So over all good experience.

Update 10/4- still waiting for that Customer Service call - we’re now on day 7 from when I initially raised the concern and still no idea where the £37k is….this needs to be logged as a formal complaint and compensation paid for the absolute lack of accountability, and the stress and inconvenience this continues to have. I’m sat with a finance agreement that was advised to me on the 10 March as unwound, yet I’m still being made responsible for missed payments even though I’ve provided categorical evidence they have the funds back from the dealer. This is absolutely disgraceful.

I looked to finance a car and it all went well until the dealership where I was buying the car offered me a cheaper deal. Of course, I wanted to take the cheaper deal (who wouldn’t) so as is permitted in the contract, on the first day of 14 cooling of period, requested for the deal to be unwound.

Alphera confirmed the original dealer just needed to transfer the funds back - easier enough I thought but I waited for days before finally receiving confirmation on 10 March that the deal had been unwound from the dealer.

Wonderful I thought - until today I receive a letter saying I’m in arrears with Alphera as I haven’t paid my first payment. Now sat on hold with their advisor I’m told WFAC haven’t sent the £37k back to the finance team, but the dealer have provided me confirmation from their bank of the transfer happening. I’m now sat with an arrears marker on my credit file, no clue where the £37k is. 2 emails with evidence have disappeared and now over 24 hours since a new email sent to another dept and no response.

This needs to be resolved immediately! As an FCA regulated firm this is unacceptable. Be aware when unwinding any deal that what they say may not strictly be true and learn from my mistake and triple check with all parties to ensure funds have been sent to where they need to be!

Still hopeful it will be resolved and the credit file marker removed otherwise I will be escalating to the FOS.

TERRIBLE SERVICE - DO NOT RESPOND TO EMAILS AND DISCONNECT YOUR CALLS EVEN REQUESTED A CALL BACK BUT NO ONE CALLED BACK.

THEY SAID I HAVE DEFAULTED ON MY PAYMENTS WHEN I HAVEN’T MISSED A PAYMENT FOR MY RENTAL AND ARREARS I HAVE PROOF OF PAYMENTS BUT SOMEHOW THEY WANT ME TO CLEAR FULL ARREARS EVEN THOUGH I NEVER BREACHED MY PAYMENT PLAN!

I DON'T CARE FOR THEIR CUSTOMERS JUST LIKE TO CAUSE ANXIETY FOR NO REASON WHATSOEVER!

I have been misled by multiple representatives of your company, resulting in unnecessary financial losses and significant distress. As a finance provider, I expect Alphera Finance to operate in a professional manner and to take responsibility for the misinformation provided by your employees.

Summary of Events
January 2025: I reported a recurring fault with my vehicle. Cinch informed me that I had grounds to reject the car as it was not fit for purpose.

Prolonged Lack of Response: Despite contacting Alphera Finance daily for six weeks and sending multiple emails (none of which were acknowledged), I was unable to reach anyone regarding my case.

Misinformation Provided by Your Staff: I was finally able to speak with my case handler who assured me he would contact Cinch and call me back within an hour. This never happened. This has happened multiple time's since January where I have been promised a call back and it never happens.

Recorded Misguidance: I was advised on a recorded call by multiple members of your escalations team that I must wait 8 weeks for a complaint resolution and continue making finance payments throughout this period.

Denial of My Complaint: At the conclusion of the 8 weeks, I was informed that no complaint had ever been registered, and no action had been taken. Cinch has confirmed they have received no communication from Alphera Finance regarding my vehicle.

Financial and Personal Impact:
Due to the incorrect guidance provided by multiple Alphera Finance employees, I have paid over £1,200 in finance payments since January for a vehicle that should have been rejected. Additionally, I have been forced to cover public transport costs to commute to work and have taken out bank loans to manage these expenses. This has placed me in financial hardship and severely affected my mental and physical wellbeing.

Formal Requests
Given the negligence, misinformation, and financial burden caused by Alphera Finance, I demand the following resolutions:

-Immediate refund of £1,200 in payments made under misleading advice.

-Formal acknowledgment of my right to reject the vehicle due to its unfit condition.

-Compensation for additional financial losses incurred due to transport costs and bank loans.

-A written response within 14 days detailing the actions Alphera Finance will take to resolve this matter.

Failure to respond within 14 days of receiving this will result in me escalating the complaint to the Financial Ombudsman Service and pursuing legal action to recover my losses.

I expect immediate action and a formal acknowledgment of my complaint. Please confirm receipt and outline the steps your company will take to resolve this matter.

Whatever you think of car finance, its a fact of life. Alphera are efficient, make good iluse of technology and seem to me to be an honest company to deal with, quickly refunding an over payment without having to be asked. Never needed to.talk to them as online is easy to use

This is the worst possible company to deal with. They don't phone back when they say they're going to. Their managers are not "customer facing" obviously because they have that many complaints that they don't want to deal with. They take 8 weeks to deal with any issues and you're still required to make your monthly payment even when you don't have the car and they don't even refund these to you, when they have said that they will. If I could give them zero stars I would. I will be complaining to the Financial Ombudsman.

I cleared my finance on the 07/03/25 and received receipt of payment. But still 8 days later have not received clearance confirmation even though the guy on the phone said it would be with me within the hour. Shocking service. Will be calling again Monday to make sure it has been done. And they still haven’t updated it on my online account. Awful experience. And never again.

Financed my M4 Comp through Alphera, had nothing but issues with the car so going through a rejection. The car was taken from my possession in January after 6 weeks of going back and forth, the car was investigated but during the investigation the BMW dealer saw fit to just clear the fault codes, now telling me the car is fixed. WOW. So Alphera contacted me back to say I no longer had grounds for rejection, although I have it in black and white that the car did have the fault, they just decided to clear it. I complained again, and now I have been waiting over 2 weeks for their final written response. All they keep saying is, take it up with the Financial Ombudsman, which I have. I asked for all communication to be in writing, and I am still waiting. It feels like I am actually being ignored. I am still making my payments and haven't seen the car for nearly 2 months! Shocking service. I have now emailed their Customer service team again to see if anyone else can help... What a mess.

Also, see their response below about getting customer service involved... They didn't. I have since chased another 3 or 4 times, still heard nothing. Awful business practise, from a customer paying £500 per month. I bet they will be in touch if I simply stop paying!

Huge Thankyou to the lady i spoke to today ( just wish i remembered her name) who sorted out my end of contract payment. Third car financed from alphera and never had a problem. Thankyou again . Moyra

If I could give them a 0 I would! By far the worst company I have ever dealt with.

My car's steering rack decided to fail within a year of getting my finance with BMW Finance. This car ended up being off the road of 6 months and when I got it seen to I was advised even by the manufacturer that it was a 'manufacturers' defect.

They refused to give me a courtesy car and said it's a problem with Jaguar and I must continue paying for a car £525pm even though it wasn't driveable.

After many phone calls between myself and Jaguar they fixed the car free of charge due to it being a defect. When I raised this to Alphera Finance stating this evidence I raised a complaint under Consumer Right act which they rejected in May 2024 (6 months after car first broke) and told me to go to the financial ombudsman.

I raised the complaint with the financial ombudsman in May 2024 and sent all evidence over and my complaint was officially lodged and being investigated in June 2024.

7 months later - Alphera ignored the financial ombudsman many times unless I called to chase (which you are left on hold for 1.5 hours) to then be told they have contacted the financial ombudsman and they would need more evidence. Even though I had sent absolutely everything and the financial ombudsman resent everything over on several occasions.

FINALLY, they accepted the financial ombudsman findings in Jan 2025 and I refused to pay for that period they used the compensation as arrears payments and left a trail of 6 months missed payments on my credit file.

The whole ordeal went on for 17 months and I am still battling with them now to get my car collected.

How these guys are FCA regulated is beyond a joke. Steer clear of Alphera Finance / BMW Financial Services.

And good luck to anyone dealing with them.The escalations team won't answer calls and simply dismisses any responsibility, sympathy or discussion towards a customer.

Still have a complaint raised for my credit file as they have marked missed payments that were not missed!

I purchased a car through Cinch May 2024, within 12 hours 3 faults appeared which had not been disclosed. Long story short they had 2 attempts to repair, neither fixed all the faults.

Cinch refused to take the car back, even though the same faults are still present now and remain unfixed. We escalated a complaint to Alphera 2nd January 2025 (that’s how long Cinch took faffing with booking garages / failed repair attempts).

I chased Alphera on the final day of the 8 week complaint (27th Feb 2025), they had done NOTHING, they stated they sent me a holding letter, when i queried this they checked and in fact didn’t send it, they asked Evolution (part of the Cinch chain) if the car had been repaired or not on 29th January 2025, got no response and did not follow up!

I chased Alphera again 28th Feb 2025 and was told i would get an email confirming the conversation, it’s now 3rd March 2025 - i have not received any emails (i check the spam / junk folder) and no outcome letter to my complaint either!

I have had no choice but to put in a complaint to the financial ombudsman.

4/4/25 - update - Cinch accepted the vehicle return 4 weeks ago, still waiting for Alphera and Cinch to sort this out, while i’m still paying for a car sitting on my drive doing nothing. After my trust pilot review i had a phone call from Alphera, followed by a holding letter, zero communication since.

22/4 update - Collection date booked with Cinch for the car to be taken in 3 days time, phoned Alphera as Cinch have agreed a full refund, the case handler isn’t in, no one else will speak to me - ‘management are not customer facing’, the call handler is the most patronising person to speak to - i have spoken to this person previously and found the same. So no one at Alphera can tell me any idea of any refund amount, saying it gets worked out after collection. Oh and they will be getting yet another payment out of me this week. I have already complained to the financial ombudsman.

Poor complaint handling & customer service
Inadequate resources to answer phone - waits in excess of 40 minutes for their escalation team are common place.
Unwillingness to transfer a call to a manger apparently they don't have any customer facing managers in the complaints department!
Failure to complete:
- their reviews within their own timescales
- their promised actions in a timely fashion