ALPHERA Financial Services UK Reviews 491

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!

Staff are clearly instructed to obfuscate liability when complaints are made. I was ignored, accused of not sending evidence of a clearly faulty vehicle (when I had sent it all, really they just couldn't open pst / PDF files…), was sent stroppy emails from day 1, and treated unfairly for months until the ombudsman gave her view that Alphera they had misinterpreted consumer rights legislation amongst other things showing they did not treat us fairly - and like magic they accepted, got in touch with me after months of being ignored, and had to take back my vehicle and reached a resolution based on FOS recommendations.

They could have avoided all of this if someone sensible had looked at my very clear claim with respect to a faulty vehicle. So disappointing.

Thought I'd just stick up for Alphera here as actually I had a decent experience with them. Took out a PCP a few years ago, decided to terminate early (voluntary). I'd taken good care of the car though it obviously had some wear and tear. Nice bloke came out and went over it with a fine tooth comb. He flagged up some very minor issues to HQ but they waived all of them - nothing to pay! I thought this was very fair and reasonable, as though the car wasn't in flawless condition, I had taken care of it (main dealer serviced etc) and I think they recognised that it was still a very good example for the age. They could have taken a few hundred quid off me but they didn't. Also I was always able to get straight through to someone on the phone and they were very polite and helpful. Website works well too, can always get an up to date balance on there. Keep it up Alphera and maybe you'll string a few 5 star reviews together before long!

Do not use this finance company!

I have managed to win the case with financial onbudsmen for the car to be rejected with my full deposit and no termination fee. Now Alphera have ignored me and the financial onbudsmen for over 5 weeks to arrange a collection date for the vehicle. I have rang 3 times and never get an answer for a date or passed on to anyone to discuss the matter. Awful company and horrendous customer service!

Still no call back, Left a review about the service and the lac of contact. Well lack of anything customer service with this company. Had a reply on the review to say they would contact me. Guess what they still haven’t weeks later! A joke of a company.

What can I say that hasn't already been said about this business? six weeks I've been without a car now missed a family holiday and lost my money on it, customer services is non existent, they never ever call you back.

I ended up calling out one of their directors on LinkedIn which got a half hearted response from my case handler, who promises the world but delivers nothing, the number he calls from you can't call into it, and the sphincter police on customer services either won't put you through to the case handler or they make up a fictitious reason why they can't come to the phone.

6 weeks without a car, and now even if I could get the car to Volvo, they can't look at it until after the Christmas holiday period, so we've not got a car for Christmas and we were supposed to be going away again but this has now been cancelled.

Please run for the hills if you are told that you need to use this business, like others if I could give them a minus rating I would!

UPDATE: 31/01/2025

Alphera eventually said that they'd pay for the repairs to my car and paid for it to be recovered to Volvo Chester on the 5th Dec 24, Volvo assessed the damage and quoted for the repair, then on the 17th Jan 25 they did a 180 and said they will now NOT pay for the repairs!

So I now have my car at Volvo with a £360 diagonstic bill to pay and no one will take responsibility for any of this.

I've not had a car since 27th Oct 24 which is 14 weeks, because of Alphera constantly lying to me, never calling me back (ever!) never replying to emails and never doing what they said they were going to do.

I've ran out of negative narrative about this company also the dealer who sold me the car (not Volvo Chester, they are amazing) sold me it knowing it had a bad oil leak, did nothing about it but put a 3rd party warranty on it to cover themselves but didn't tell anyone, so they will be the next review on here!

Where do I start with this company, could it be the worst company you’ll ever deal with in your life? Yes hands down easy!
They’ve actually left myself and 3 kids homeless, they’re charging me for a car I handed back 6 months ago putting me into negative credit, I’ve sold my house and can’t get anything at the moment due to this company having me as missed 7 payments in a car I don’t have and handed back months ago.
I’ve called and called and the promises of someone calling back is criminal. If you hear this name Alphera, RUN!
I have the ombudsman dealing with it and they’ve never knew anything like it.
Next month they’ll charge me for a car I don’t have and I can’t do anything about it, it’s causing me extreme mental health issues and I’ve had to move in with my mother due to this company?
Can anyone help or advise as they’ll not answer me back with any help.

Jamie Reid
Helensburugh
Car BF18 ODY

I agree with the other 1* reviews. This company's communication with customers - or lack of it, does not inspire confidence. Last time I rang, I was still number "24 in the queue" after 15 minutes. I was under the impression I could pay a lump sum off my loan and then continue making monthly payments. 2 months after doing this, nearly £10,000 was taken from my account as a "final payment" which they said I had been verbally told about was part of the partial repayment deal, so it could not be returned to me. Happy Christmas.

If I could give minus stars I would. I have never dealt with a company so bad in all my life, they are unbelievable bad. They don’t care about customers they don’t understand customer service, they repeatedly lie to you. The point blank refuse to speak to customers you literally need to beg to speak to your case handler. Please go elsewhere for your needs you would thank me later honestly I can’t believe what they have put me through the last few months, it’s disgusting.

Most awful company I’ve ever dealt with! Don’t reply to emails, call and they cut you off. They call back and lie that they can’t hear you then cut you off also!!! Bloody disgusting !