ALPHERA Financial Services UK Reviews 

Terrible Customer Service - where do i start? I was nearing the end of my contract and only had a few hundred pounds to go, so i requested a settlement figure at the beginning of November. The next thing i knew (end of November) they had created a new contract and a new direct debit, which i never authorised. This meant i started paying my original direct debit rate (as it was reduced because we previously paid a lump sum off). Needless to say i cancelled the Direct Debit. My account now said that i owed £6500 and i had missed payments (which i hadn't). Needless to say this has had a negative effect on my credit score, with my lenders reducing Credit card limits and a warning on my credit account. Trying to speak to someone to sort this out has been very stressful, you are transferred and cut off, no call-backs, no emails, nothing, zilch, nada. I have written to the Escalations department, they have also taken weeks to reply (with no resolution) the whole process has been an absolute nightmare and there is no way on earth i would recommend this company, if i could give no stars, i would!

We had a great experience with Alphera Finance they communicated very promptly and got everything done and sorted swiftly and with ease. I would definitely recommend them.

Received a car which was advertised as serviced and also had a lot of damage which was not advertised, complained to the retailer (Cinch) who didn't want to know, so had to get the finance company involved, it has been almost 6 months trying to get something from Alphera, they must have purposely let the complaint run over because I have had to get the financial ombudsman involved and even now, still nothing. They are a VERY bad company to deal with, look at the reviews, if Cinch or any other retailer says they are using Alphera, ask them to use a different company instead. Looking like I will have to go to Small Claims court and complain to the FCA at this rate, which I will be doing.

Disgraceful abuse of logic!

I am guarantor on car finance for my son and this company doesn't seem capable of understanding that when finance has been paid off, there can be NO arrears. 2 letters every fortnight for the past god knows how many months (if not years). A complete and utter waste of time, resource and paper similar to my experience of this company in general - AVOID AVOID AVOID

Worst finance company!

Never have I experienced such poor customer service, case handlers are not customer faced nor are managers. Left me without a car for 5 weeks! Cannot give updates, cannot advise all they can do is take notes and ask for somebody to review. I’ve been hung up on, been told we can’t help. Can’t even put it all into words. Would not of chose these as finance company if I knew, wish I checked the reviews!

May I also add they didn’t request for my contact details but I contacted them to see if they could help, I was told the same information as above! Waste of time! Do not get finance with this company!

I financed a BMW 435d xDrive through Alphera Financial Services, and it’s been nothing but stress and hassle from the start. The car was sold with the wrong wwheels and tyres —tyres that didn’t meet BMW’s specifications for an xDrive model. This caused vibrations, strain on the drivetrain, and made the car unsafe to drive. I flagged this straight away, but Alphera completely washed their hands of it, even though they’re supposed to be jointly responsible.

The dealership, Phantom Motor Company, did an unprofessional job trying to fix the problem. They replaced only the tyres with overstretched ones. Refused to change to OEM wheels, which made things worse. The vibrations didn’t go away, and I started noticing other issues, like unresponsive steering and whining noises. I formally rejected the car because the repair clearly failed, but Alphera just ignored me and focused on irrelevant excuses, like the fact the car passed its MOT or wasn’t bought from a BMW dealer. They completely missed the point and refused to take any responsibility. It’s like they didn’t bother to read my complaint properly.

In the end, I had no choice but to pay out of my own pocket to fit OEM wheels and tyres just to make the car safe enough to drive. Even now, there’s still a slight wobble, and I’m worried that the original tyre issue has caused permanent damage to the drivetrain or transfer box. Alphera’s handling of this has been a disgrace—they’ve left me to deal with everything on my own while continuing to take my money. I wouldn’t recommend them to anyone.

I have now had to take up my complaint with financial ombudsman

Unfortunately I expect others have come in contact with Alphera not by choice, it all depends on who the garage uses!

As like the many, many other reviews on here. My case started mid-October with a formal rejection of the vehicle in December (faulty within first 6 months) as there is evidence the sensors had been tampered with before my purchase to pass an MOT.

I call at least 3 times a week for an update, in the time since my case has been open, I have spoken to my case handler ONCE! The final straw came today when I demanded to speak to my case handler and the person I was speaking to “couldn’t” put me through but was managing to message my case handler and pass messages back to me, when I demanded I speak to him I was yet again told I would get a phone call that never materialised.

The stress this has caused is something I have never experienced and would strongly recommend anyone not to use this company.

All I am waiting on is to be told when my car will be collected but I guess all that will happen is someone will reply to this review advising this has been passed to the complaints team and then surprise surprise, nobody calls!

UPDATE - 07/02/25
So despite someone from Alphera replying that they have requested my details and that someone will be in touch, guess what!? Still no contact from my case handler, I have been told during my many calls again this week that there IS an update but only my case handler can update me and yet again I am still waiting for him to contact me!

Financial Ombudsman has taken on my case, these guys need shutting down!!

Update - 18/06/2025
So after the Financial Obmudsman investigator found heavily in my favour on 12th May 2025, Alphera have not even responded, which is now risking this dragging on another 6 MONTHS before an Ombudsman issues a final decision. All the while I am paying for this vehicle that is faulty, cannot be driven, at over £200 a month!! There is absolutely no duty of care from these guys and have no regard for their customers!! Avoid if you can!!

Update - 25/06/2025
Despite the reply advising of a call within 48 hours and I also emailed the supplied email address, I’ve heard absolutely NOTHING! Having to wait another 6 months because these guys can’t respond to an email is criminal. I now have to pay over £200 a month for something I can’t use for a further 6 months because they can’t reply to an email! Ridiculous doesn’t begin to describe it

Maybe buy taking a payment and not being awkward on the phone I passed all questions asked because I couldn’t remember how much I pay he said can’t do anything for me so I asked for a manager and guess what no manager in shock don’t go with these people they just don’t want to help

Awful service, awful communication, awful wait times, added a default to my credit file after saying that they would resolve a payment arrears that I wasn't made aware of after sending me a letter that all financial obligations with them had been settled. DO NOT TRUST THIS COMPANY!!

I am absolutely frustrated with the level of service provided by this company. Over five weeks ago, I raised a complaint regarding the faulty vehicle I purchased through their car finance plan. Since then, I've received nothing but a generic acknowledgment letter stating they would respond within eight weeks (which is already an unreasonable wait). Despite my repeated attempts to reach out via phone and email, I have received zero follow-up or resolution.

I’ve explained the urgency of my situation, as I have been without a car for over two months while still being forced to pay the monthly installments. I can't afford to continue paying these installments when I have to rely on alternative means of transport, which is both costly and inconvenient. Every time I call, the person who answers is completely unaware of my case, and my assigned case officer never responds.

To make matters worse, when I informed them that I would be stopping the monthly payments due to the breach of contract (as I am unable to use the car), they mentioned that it would negatively affect my credit score and harm my credit ability. This is completely unacceptable, and I feel trapped with no solution in sight.

I’m not the only one facing this issue, as I’ve seen multiple reviews from other customers who are also experiencing the same lack of communication and unresolved complaints. It is clear that this company does not value its customers or take complaints seriously. I am left with no clear next steps on how to escalate this matter and resolve the issue.

I would strongly advise anyone considering car finance with this company to think twice. The lack of support, communication, and responsibility is appalling.

Update: 09/01/2025
The case officer contacted me today was very well-spoken and reassured me to try to resolve the matter with the car dealership in my favour as soon as possible, which obviously made me hopeful about the situation. I will keep posted on the progress of my case.

The worst finance company to deal with , absolutely horrible, the reviews speak for themselves of course everyone is extra nice to you on the phone it’s their jobs what they are trained to they read a script but clearly they side with dealers more then they do with the paying customers the investigations is unfair and based on false accusations and word of mouth which Alphera seem take seriously . The lack contact is disgusting my case has been on going for 4 months and they have contacted me 3 times in total and of course they have a method it’s very obvious take as much time as they can to stress ppl out and leave ppl with no choice and have to accept their final decision because the level of stress dealing with Alphera shows in these reviews and it’s just not worth it. Being my finance company you would think it’s their duty of care to look out for the paying customer but they with an open investigation whilst having a legal dispute with a dealership they expect me to he ton contact with a dealership. I won’t mention my case handler but Let me guess you reply back with an apology and what not not to worry I get an apology every time I call . I’m sure 1 day someone take legal actions and use these reviews as proof . I can’t wait till financial ombudsman gets in touch with me maybe I’ll get somewhere that way.

My call was answered quickly, the lady I spoke to was very professional and friendly and was able to help me within a matter of minutes.

Returned a car back and they are charging me £500 for a parcel
Shelf that was never ever sold with the car originally. I will not be paying, we’ve never had a parcel shelf so have absolutely no idea what they are going on about. They ignore emails, staff are rude on the phone! Absolute crooks! STAY AWAY

Don’t understand all the bad reviews. This is the second finance agreement I have taken out with them. Great APR and everything explained. Smooth process easy app to navigate around to see your personal info. Customer services nice when I’ve spoken to them. Personally a good experience with them

I completely agree with the frustration expressed in other reviews. This company’s customer service is absolutely abysmal—the worst I’ve ever encountered. I’m currently 11 weeks into a dispute over a faulty vehicle I purchased, and the experience has been nothing but a nightmare. Emails are ignored, and it’s impossible to speak to anyone with any real authority.

I’ve had to involve Trading Standards and am now following advice in order to take legal action against them. The only way I’ve been able to get any response is by copying the CEO of BMW Finance on my communications. This company is completely unprofessional, and I would strongly advise anyone to avoid financing a car through them. Save yourself the headache and avoid at all costs!

I have been asking for my case handler to call me and I’ve had nothing although being told he would phone me asap and before the day ends 3 times this week retailer has put me in a situation where I have no car too and I live rurally been directed 7 times now and told he will phone me back

Excellent Experience!
Thank you guys for everything. So easy and a pleasure to deal with. Explained everything perfectly and customer service was spot on. Can’t recommend and thank you enough…

the reviews speak for themselves

avoid this company at all costs. people struggling with the cost of living these days we practically begged for help and support as we struggled to finish our last 3 payments of an agreement so it defaulted and now they requesting a court order to recover the car

45 clear on time payments

no negotiations

self centered condescending staff speak down to you

They are so unprofessional. Requested a a quote only for business finance then they carried out a hard search on personal credit profile without submitting an application nor authorise them to do it so. Staff working there are absolutely useless.
Will take the matter to financial conduct authority and financial ombudsman.

Where to start with this company.....

Customer service is nonexistent, they are rude, obstructive and think that it is appropriate to swear at customers. Management is not much better as they avoid dealing with escalated complaints, and clearly approve of the disgusting behaviours that their staff exhibit!

The majority of their customer service team are outsourced! This is where the problem lies, as they make up the porcesses as they go along.

Have raised a complaint on the account in Jan 2024, given a holding letter on 1st May 2024 asvising of a final outcome on 21st Nov 2024......surprise surprise NOTHING!

Ombudsman will have a field day with these crooks!

Avoid at all costs!