ALPHERA Financial Services UK Reviews 

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

An absolute joke of a company please avoid. My case has been going on since Oct 2024 and still ongoing they owe me alot of money and avoiding it as my car was rejected. Going through a very stressful time with them and is impacting on my mental health. I am currently going to financial ombudsman and I am going to citizen advice to see about a solicitor also to get this solved.

It was an easy and straightforward application process, with excellent communication that helped me find payments within my budget. I would definitely recommend this service

Really disappointed. Wouldn’t recommend at all. I have made the complaint regarding the issues. I have been sold a faulty car and I returned them. All the process to get the deposit money back from dealer was a nightmare and it took many days to unwind the finance after calling everyday and atleast 10-15 times to the dealer, the 247car finance and Alphera. They all used to say ask them to call us if I call dealer they will say ask Alphera to call us. If I call Alphera they used to say ask the dealer to call us. I was just in between had no clue what to do n how to make them call each others to sort the matter out. I have made the complaint that my car delivery was arrange free by 247car finance. But the dealer took the money out from my deposit after returning the car to them myself. Alphera didn’t help me with that at all. N haven’t even mentioned that in their final decision that it was all unfair taking The money out from My deposit even though the dealer should have been responsible for the fraud sales. But they did not do anything regarding that. But thank God my finance had been unwound after many calls and emails to everybody. It’s been a nightmare for me.i would Never ever think of it getting finance through any of them.

The reviews don't lie unfortunately. Wow what a terrible experience. My car was sold to me by Big motor group using these for finance. Car was sold with faults and Big wouldn't help. So I thought the finance company might.
If you send them an email then the average wait for them to respond is about 20 days. It's taken me 3 months to have a short conversation with my escalations case handler Luke Proudfoot and we're still not even close to a resolution. If you call them then you will more than likely get the same response every time. The case handler isn't available right now.
I've unfortunately had to file a complaint with the financial ombudsman who can hopefully get me some sort of resolution. But at the rate things are going I doubt Alphera would respond to the financial ombudsman.

Absolute joke.

TERRIBLE SERVICE - DO NOT RESPOND AND DISCONNECT YOUR CALLS.

THEY HAVE INSTRUCTED BAILIFFS TO COLLECT MY CAR EVEN THOUGH I HAVE PAID ARREARS AFTER THEM CANCELLING THE DIRECT DEBIT!

I HAVE MORE CHANCE OF WINNING THE LOTTERY THAN THEM REPLYING! CON ARTISTS DON'T CARE FOR THEIR CUSTOMERS JUST LIKE TO CAUSE ANXIETY FOR NO REASON WHATSOEVER!

After writing on here they requested my details I have given them to them but shock horror no response!! Joke of a business!!

Omg where would i start. Please do not use this company they have messed me around and literally avoided all contact, made false statements, no one has any idea whats going on with your contract, begged them for a voluntary termination for weeks then get a random email that I haven't responded to them and now trying to bill me 14k.. but impossible to speak to anyone. horrendous.

Edit in response to the reply to me... Honestly, think theres more chance of a brand new ferrari arriving on my drive than actually getting contacted by Alphera but thank you for your response, lets see. I have put in a complaint, and as per YOUR policy online I would have received an acknowledgement by now but obviously that hasn't happened either.

I m telling you everyone do not get any finance from this company they are worse finance company in world not only in uk I m saying in the world!!! I m trying to sort my case last 6 months do payment clear balance but no one picking up phone sometimes I been waiting on phone each call over than 2-3 hours and now , it effecting my credit score !!!

Absolutely awful company! I became ill very suddenly 11 months ago (only had my car 6 months). Contacted them regarding my illness which made me bedbound and homebound. I was told to send medical evidence which I did. No one came back to me! Made a complaint! Only response I got to say they are collecting my car! Which was phone as I cannot drive. However I was never told I would have to pay.
No report received after collection!
And now 6 months later I open a letter for £6700 bill!
Absolutely horrendous how you get treated.
I will be taking this further. Do they realise that sending a letter like this to someone who is now disabled can actually push them over the edge!

This has been a shambles.
Got in touch with Alphera for a faulty vehicle in December as the garage has shirked responsibility, I believe, incorrectly. I've spent weeks chasing them for a reply. No one responds to emails.
I've phoned up three times and was told my broker had been contacted.
Contacted my broker.... Guess what? Alphera have never been in contact with them.

This is a poor way to treat customers. This whole experience has been disappointing.

Avoid this company.

Update. Despite the reply. No one has been in touch. I've phoned again to see what's going on. Advised that "precious little appears to have been done" with my case.

I will be phoning again today and I am expecting to speak to my case advisor directly.

Update 18th February.
Never got to speak to my case handler. Was told twice they would contact me. Also gave trust pilot additional contact details upon the request and even though Alphera have commented on this review saying someone will contact me. Guess what? No one has.

Update 17 March.
Guess what? Nobody has been in touch. I have raised a case with the financial ombudsman and I will be looking to initiate court action.

Update 20th May
Eventually we got to a resolution back in the middle of April. Alphera take a less than passive approach when it comes to investigations. Basically you, the customer rdo all the leg work. They don't bother. They didn't really get the details correct 100% either in their final response was but still nonetheless it's a resolution. The resolution was financial. I've allowed more than 10 working days for the funds to be allocated to me as advised on the paperwork I signed and return. But now I'm having to chase this too.

I'm now stuck with this company until such time my contract ends or a voluntarily terminate it... Which would be worth every penny if it meant I didn't have to deal with them ever again.

Takes ages to get through on the phone. It's like pulling teeth trying to get a settlement figure. Once settled, they can confirm they have received payment, but 24hrs later still can't confirm clearance?! Amateurs.