ALPHERA Financial Services UK Reviews 

Absolutely appalling customer service. Unprofessional, disrespectful, and completely unresponsive to their customers.

Our company has sent 22 emails over a 4-week period and received just one inadequate reply. We have made numerous telephone calls, escalated issues, and followed the correct procedure under Ofcom guidelines, which require multiple call attempts before escalation. Despite this, we have never once received a promised call-back from any manager. This level of disregard for customers is unacceptable from any business — let alone a financial services provider linked to BMW.

To make matters worse, the vehicle in question has been off the road for 2 out of the 3 months since purchase, after a management light came on only 24 hours after taking delivery. The lack of urgency or accountability in resolving such a serious issue is astonishing.

This behaviour raises serious red flags for a finance company operating under the BMW brand. We will therefore be submitting a formal complaint to the Financial Ombudsman Service (FOS) and will be pursuing this matter further.

Looking at their record, it’s clear our experience is not an isolated case — Alphera currently holds a Trustpilot score of just 1.6, which, unfortunately, we only discovered too late.
Avoid this company at all costs.

What a nightmare. I a requested a settlement figure as i took out pcp and wanted to pay it off early.
I contacted them through my account to ask for a settlement figure. I have received this and the letter says you can settle the agreement through your account online or by bank transfer.
I cannot see or find anywhere through my account how i can make the payment. I don’t particularly like bank transfer for such a large amount, there are no comebacks if things go wrong. So now it looks like i will have to call them again.

Very unprofessional. Very not being humanity in the reply and rules. They all being different customer services people, speaks all different things to me. Main problem and I regret I have finance with this non profesional customer service and rules without sense. I have Subaru 45000£ . They let me 30 days per trip,I said what will happen if the car will be broken in any way ??? They said by email to me ,it doesn't matter,is still breach of contract. The customer service are not friendly and welcoming us as customers. I work very hard to pay 530 per month for my vehicle!! What if will be broken because is a car. How this is still breach of contract? I ment if the car will be broken in Finland where hard weather and not services in the middle of Christmas....how can I come back if I can't and will be over 30 days. ??? Just asking if will happen,that's why I'm texting here etc. To be able to respect. Your rules are not within humanity normal for my expectations!

I have recently had finance with Alphera and what a terrible experience it was. I have dealt with very arrogant and incompetent advisors, poor service and being hung up on, which has resulted in a lot of time taken up and effort on getting such simple things resolved. I wouldn't use again.

I have an outstanding complaint with Alphera regards un warranted charges after the return of my vehicle that was initially delivered to me damaged. My complaint hasn’t been looked into thoroughly. I have emailed the CEO 3 times to which he just has automated out of office responses set at all times. His PA heather Bisset has assured me it’s been passed onto a ‘priority’ team but 8 days later I still haven’t had so much as an acknowledgment email to say they have received my escalated complaint. Alphera’s conduct is shocking. They are causing me undue stress and anxiety. Avoid at all costs

I am extremely dissatisfied with the way this company has handled my account. I always paid every monthly payment on time and in full, never once falling into arrears.

After my car was stolen, the insurance company paid around 80% of the remaining balance, and I personally settled the difference just a few days later. Despite this, I was wrongly informed that my account was “in arrears.” When I questioned how this was possible, given my flawless payment history, I was told: “it’s just the way we do things.”

Shortly after, I received a formal “Notice of Arrears” from their collections department, along with an FCA flyer about debt advice and financial stress. This was completely inappropriate, misleading, and insulting, considering my account was never in arrears at any point.

In my view, this company’s conduct is unacceptable, unprofessional, and shows a disregard for treating customers fairly. I would strongly caution others based on my experience.

I returned my car at the end of July and sent the V5 document back to them the same day as per their instructions to an address I queried as it was so short 'Freepost Vehicle Admin'. I asked the customer service rep if I should send it recorded delivery and he said no need they always get to us. Today 01/09 they contact me to say they are fgining me £100 for non receiot of the V5 - I said this is unfair as I followed their instruction to the letter and that I am not happy paying £100 for no reason-they said I could raise a complaint procedure but that if I didnt pay the £100 within 28 days they would put a black mark on my credit file. I am incredulous as this feels like utter extortion - I think this company used extremely poor practice towards their customers. It feel like blackmail - I pay or they affect my credit score-disgusted

UPDATE 03/09
In response to Alpheras reply-I HAVE raised a complaint on 01/09 and have escalated this both via customer services and your formal complaints process so once again your systems and processes relating to customers seem to be woefully inadequate. Since 1st Sept, I recalled that when I was told it wasnt necessary to return the V5 via recorded delivery, your 'logistics' employee said just take a photo of it with the addressed envelope' and I have also sent that photographic evidence through yesterday. You simply cannot make money off customers returning their cars and the V5's in good faith in this manner. I have spoken with my credit agency and they confirmed you have placed a charge of £100 on my credit file which if i dont pay will be a black mark on my file. This amounts to extortion. I can see from all the reviews here that you are regularly reported to the ombudsman and even when they uphold complaints against you you dont reverse charges or refund Customers. I saw on Linkedin a post about your customer charter which is laughable. My strong advice to anyone thinking of financing through Alphera is stay clear.

Jokers - been promised a call back for about the last three weeks. Avoid these at all costs. Had an escalation out with them for 6 weeks. Don’t respond to emails or calls. No doubt I will get a reply on here saying ‘sorry for the inconvenience we will have someone contact you in the next 48hrs. Guess what it never happens. Steer clear if you don’t want to be stitched up

I hope and pray anyone thinking of using this company for finance sees these reviews and realise how awful this company is. They have blood on their hands. I cannot imagine the mental health issues they have caused people.
Basically my PCP expired last month so the balloon payment was understandably due. In the same month the engine in my car went bang. So I now have an £7920 balloon payment debt and now also the car has gone bang. I’ve rang them and said a salvage company are offering me £3000 for the car leaving me with a £4920 debt. The issue is I now can’t refinance the balloon payment as per the original plan as the car is basically unfixable and it breaches their terms and conditions that the car has to be in good condition. So I then asked to do a payment plan and they abruptly said no. Anita spoke to me yesterday and rather than try and help resolve the horrible situation I’ve found myself in, she said you have a week to pay the outstanding balance or you’ll have a default on your record. WOW. I am a mortgage advisor I’d lose my FCA license and entire career (as she knows) if I had a default on my record (for obvious reasons).
They asked me ‘how is your mental health?’ To satisfy their vulnerable care and due diligence script, I said obviously it’s not great. To then say okay well we can’t help, let us know how you want to pay. Or as mentioned you’ll be defaulted. Just a vile company. Don’t care about people and their mental health. Would rather destroy them for a quick penny.

Edit 1 - 29/09/25 REPLY: agreement number is 3497719
Edit 2 - 02/09/2025 REPLY: are you going to reply on here?

My experience with Alphera financial services has been absolutely brilliant, I have been a customer for 4 years and will continue to be one for the next 3. They are very professional and very helpful and friendly in particular “Shawn Douglas” he went out of his way to help me and achieve what I needed too and was so friendly and professional and gave me the reassurance I needed. Thankyou so much :-)

PLEASE AVOID THIS COMPANY - ABSOLUTE FRAUDS!!
I have had a resolution from the Ombudsmen of an outstanding debt from an end agreement.
However, they kept that debt on file and now this still shows on my credit file when I have been in contact with them since June.
Alphera GUARANTEED that it would be cleared (and I have it in writing) that it would be cleared after 60 days (letter dated 3rd June), well this is day 81 and I am still chasing, they promised that I would get an outcome letter on 22nd August, guess what? Nothing.
I implore anyone NOT to associate themselves with this company nor do any business with them, absolute charlatans.
I will be going to the press on this if not dealt with by the end of next week.
- UPDATE:- I have checked my credit score and it has improved but my debt IS STILL showing. This debt was agreed to be cleared by the Financial Ombudsman but you STILL have this against me. PLEASE REMOVE THE DEBT.

If you do I "may" give you 2 Stars!

Absolutely incompetent I have evidence of around £30,000 pay to them but they decided not to put this on my payment summary. They keep threatening me with recovery action. I will be taking them to court as their customer service is appalling. They said they reached out by telephone which is a lie absolute cowboy.

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!!!