Alphabet (GB) Limited Reviews 

Trying to get a VAT breakdown of a car lease. Have emailed several times - no reply. Have phoned and been on hold for 10 minutes with no answer. Can't even provide basic legal requirements

Very poor communication and lack of client support

I pay for full maintenance cover with Alphabet, yet a simple tyre issue has left me potentially without my car for nearly two weeks.

A formal complaint was lodged on a Friday and not even acknowledged. I later discovered the complaints team was closed for training, which was not communicated and resulted in unnecessary delay. A Kwik Fit appointment was cancelled on the day due to tyre availability, after I had already waited five days, and no proactive solution was offered.

What’s most disappointing is the lack of ownership and client support — I was left chasing updates, suggesting solutions myself, and even requesting a supervisor call back which was not acknowledged. No hire or courtesy vehicle was offered despite the extended downtime.

This experience falls well below what I would expect from a company providing full maintenance services. Poor communication, poor support, and no clear resolution. I would not recommend this company for a car lease solution.

**UPDATE**

Alphabet has responded publicly with a generic message stating they are “requesting further information”. This is inaccurate. I have already provided full details, logged a formal complaint, and requested a supervisor call back — none of which has happened.

There has still been no direct contact, no supervisor call, and no practical solution offered. My complaint remains unresolved, and the ongoing lack of ownership and follow-through only reinforces my original experience: poor communication, poor client support, and no accountability despite paying for full maintenance cover.

I would give this company a zero star review. It’s appalling company and clearly out to scam customers after the car lease ends.

Anyone considering this company should avoid it at all costs. I’ve received multiple invoices for damage not mentioned during the car collection, despite having video evidence.

Furthermore, I’ve received two police enforcement letters for careless driving and no insurance from the driver who collected the car. They don’t even bother to reply to emails and I even emailed the CEO but got no response. Still no further down the line in resolving this matter!

Update - Though Alphabet has stated that the matter has been resolved, this is not the case at all. I have not received a response from the CEO to my complaint. My case has just been closed, and stated that I should contact the ombudsman with my concerns!

Charged £500 for non-service of the car, which wasn’t even due, and £320 for 4 x wheel hubs…. Need I say anymore?

Just to rub salt in the wound, they have now charged me an additional £100 for 'Distress and Inconvenience.'

We have had the unfortunate experience of leasing a brand new Peugeot 208 via Alphabet Finance. From the moment the car was delivered, problems began. There was no locking wheel nut supplied with the vehicle, which we reported immediately. Within a few days, the car then developed a serious fault where water was pouring through the windscreen all over the car interiors and electricals.

Every time we contact Alphabet, we are told something different. On one occasion, we were told that a vehicle would be provided while ours was being inspected. On the next call, we were told the opposite, that nothing would be provided at all.

We have made it very clear that we require a vehicle due to work and caring responsibilities. Quite simply, we need to be able to get to work in order to pay the lease itself. Despite clearly explaining our situation and vulnerabilities, no support or hire car has been offered. This is our only mode of transport as a family. This is absolutely not what you expect when leasing a brand new car.

To make matters worse, one of the customer service representatives we spoke to didn’t even seem to know that Alphabet Finance lease cars, which says a lot about the level of training and expertise within their customer service team. The reviews below speak for themselves of what a disgraceful company this is.

At this stage the car has been gone for 10 days - its like they are trying to make it go over the 30 days when we can reject a car (around 12th Feb). The last communication was that they were checking it would be covered under warranty, which is absolutely ridiculous - why wouldn't it be? Water pools inside the rear view mirror and dumps into the car at random points when driving - how would that not be covered under warranty?

Overall, this has been an incredibly frustrating and stressful experience. If I could give a zero-star review, I would. I look forward to escalating my complaint to the Financial Ombudsman Service.

Update - after being offered a pathetic £100, we took our complaint to the Ombudsman and were awarded £475 all in all for the terrible service, being charged full lease costs for a car off the road for three weeks and Alphabet ignoring our request to reject the car - the FOS stated "This service would normally recommend that – where the car is off the road as a direct result of not having been satisfactory quality when supplied – a payment
equal to one-months rental is refunded for every month that the car was off the road."

If you don't get a satisfactory response from this company, make sure you escalate to the FOS.

My lease vehicle suffered a major mechanical failure on 26 December and I have now been without a working car for over three weeks.
Despite paying around £190 per month for a brand-new vehicle, Alphabet has failed to provide any mobility solution. Recovery could not fix the car, and I was initially told the earliest dealer appointment was 2 February. I had to source an earlier appointment myself, far from home, and no courtesy car was available. I’ve since been told parts are required and the car will be off the road even longer.
Alphabet has repeatedly stated they are “not obliged” to provide a replacement vehicle, leaving me — a parent with children — with no transport at all. I am still being charged for a car I cannot use and have received no refund or goodwill gesture.
Overall, the service has been extremely poor: long delays, no practical support, and a complete lack of accountability. I would strongly caution others against leasing through Alphabet if you expect reasonable assistance when something goes wrong

Took out the maintenance deal on a business lease and after suffering repeated tyre pressure loss in a tyre I have received suboptimal service. Kwik fit their partner came after 4 days to fit a new tyre but brought the wrong tyre. Would have to wait another 4 days for the tyre to be ordered. Spoke to customer service and was told another option would be to use a dealership. They would just need to ring for authorisation. Alphabet then argued about whether the tyre would be covered and then decided only 50% of the tyre cost would be covered because the car was only 2 months old. I questioned this and asked why this had not been communicated at the time of booking kwik fit and the man hung up on me. Just rude- I didn’t even swear at him!
The maintenance is a complete waste of money and my time as I’ve had to source the tyres and book with the dealship. If I had been told they might not cover it I would have got my tyre fixed sooner elsewhere. I’ve been without a car for over week. Customer service is terrible. If you book in online for a tyre to be fitted you won’t receive any notification that there might be a charge to you for the tyre. Was told I would have been given and invoice after it had been kwik fit if they had managed to bring the correct tyre. I’m pretty sure that’s not allowed.

I have been awaiting an email response due an ongoing fault with my car and looking to reject my car. No email back. Very disappointed.

I don't write many reviews but thought I would do as their reviews aren't great so I was a bit worried but this has been a great experience from the get go.
No issues with invoicing at all, I was concerned about charges when handing the vehicle back, but they were great and I had no charges. Everytime I had an issue with the car (which weren't many) - a puncture when abroad - the customer services were brilliant and sorted it straight away.
I'd highly recommend. It's shame my new lease isn't with them!

If I could give zero stars I would. Booked my lease car for collection in December (booked in advance in October!) and BCA the logistics company didn’t collect. Rescheduled for 5th January - no correspondence whatsoever during the day until 5pm (after I’d sent another complaint email) saying no one would be collecting the car AGAIN! Rescheduled for Friday - I’m not holding my breath.

EDIT: Since Gemma’s reply on this review absolutely no one from alphabet has reached out. Apparently my car was booked in again today as a VIP collection - again, not a word from ANYONE! please please just come & pick up the car???

Ongoing complaint re car leasing.Refused to accept car,one department doesn’t talk to the other so ended up taking money they shouldn’t and because of their antiquated systems and processes I have to wait upto 8 wks for a resolution all the time paying insurance for a car I don’t want,can’t drive and is loitering on my drive just in case and Ive got no vehicle I can drive.A great Xmas and start to the new year!

Awful experience when I had to rebook my Mot. No one at garage aware of my booking, therefore a wasted day's annual leave. Garage and alphabet both blaming each other.

The most terrible company, they are to bad and lairs .

A star is not worth what they offer. These guys are scam. They steal your properties when u use their services. They are never honest and both the drivers and their administrators are the same. They shield themselves leaving the vulnerable customer to suffer. They are thieves who go the extra length to steal any thing they find.

I have a lease car mg4 since day 2 problems it’s been in the garage twice to be fixed .The entertainment screen goes 0n an off so no phone connection , sat nav , phone etc now also a loud noise coming and going .Its like jet engines .I have had to use my sisters car at times .
I have sent in email after email with replies like where is the car parked ?? I have asked again and again for it to be collected with no reply !!!it’s not fit for purpose ! I have c/c nhs managers .Appalling customer service ! I am now seeking legal advice ! I wish I had read all the negative reviews!! Very unhappy stressed customer . Paying £450 a month for a brand new car that’s not fit for purpose .Theres no point in contacting no one replies !!!!

I have been leasing for a long time and the experience with alphabet has been the worst. Never missed a payment but Alphabet informed Experian that I missed a payment, got a parking fine and they messed it up. I had debt collectors due to no payment of fine. I have an email confirming it was paid... Now they want to charge me for road tax. How do they inform me ? An invoice has been raised. Spoke to finance they can't spread the cost unless I am happy for it to affect my credit rating.

Took initial 3 month deposit from my bank OK but then claimed a further 'amount' roughly equivalent to 4 months. Managed to speak with them and promised a refund within 3 days. Repayment not made! Letters to CEO not answered so far so I have requested that my bank reclaims the money and stop placed on current DD. I have offered to continue payments only via invoice or via my setting up a Standing Order to protect myself. My solicitor is on notice to protect my credit file with instructions to look for correction and compensation if necessary. 24 months to go with hopefully less problems - but their admin systems area mess so not hopeful.

Awful customer service completely uncontactable, when you did get in contact they'd never reply to that email. Dismissive of issues, would never use again. Had a decent car with them for two years but the car was the only good thing .
Edit to reply: I emailed my nominated customer service agent, via their company email, numerous times without response. Not just once. Several times. Nothing. Ever. Not even a courtesy reply .
Update. Funnily enough now I've left a bad review they won't leave me alone! Multiple calls and voicemails. Couldn't contact them for normal service but publicly shame them and they're all over it.
Please stop calling. I have no interest in speaking to you.

FRAUD company. They illegally taken over £5k DD out of my account!!. I have no car leased with them. I have not instructed them or signed a DD mandate.
They asked for info I sent them it all. All I get is an error has occurred!!
An error!! I asked them to send me a copy of the dd mandate/ or evidence of who instructed them to take a DD.
Even better which car do I have, as the car in my driveway is bought and paid for and nothing to do with ALPHABET!
I’m now over drawn it’s Friday. Zero money over the weekend. FRAUD FRAUD FRAUD- no answers being provided!

I felt compelled to write a review seeing all the 1*. I have used Alphabet (via my company) for about 12 years now and have always found them honest and respectful. Furthermore, their ability to go above and beyond (i.e. with ordering dates near plate change and willingness to defer a few weeks for a new plate :-) is welcomed.

The company is a disgrace and tshould not be allowed to operate. I leased a car through them then had to chase them for 3 months to pick up the car after the lease finished. Then I requested & paid the final invoice which was inclusive of excess mileage. Then apparently invoiced me for excess mileage which I never received then added a series of missed payments on my credit file for my monthly hire 8 months after I gave the car back and now I cannot speak to anyone willing to help and now stopping me getting a mortgage and not one employee cares. The worst customer experience you could ever receive how is there not a ombudsman regulating their extremely poor practice?