ALPHERA Financial Services UK Reviews 

Vulnerable customer threatened with collections after ALPHERA’s own errors

I am disgusted by how ALPHERA has treated me.

I am a vulnerable customer, a single mother of three, the main carer of a child receiving DLA, and I have disclosed disability-related needs, anxiety and a history of domestic abuse. I rely heavily on my car for my children, caring responsibilities and my business.

I have never missed a payment on this agreement and contacted ALPHERA early, on 23 June, to request an extension after my refinance was declined.

ALPHERA’s own Final Response admits I was given the wrong email address for that extension request.

I then spent considerable time speaking with Collections about the fact that the extension had not been actioned and was told it would be dealt with.

Instead, I have now received a letter demanding £13,051 as arrears, threatening adverse credit reporting and putting my vehicle at risk.

My detailed complaint explained my vulnerability, DLA caring responsibilities, domestic abuse history, disability-related needs, fear of losing essential transport and the serious impact on my children.

Yet the Final Response dated 19 August, signed by Craig Daniel, Customer Escalations Executive, barely addresses these issues and even contains contradictory dates about when the extension form was supposedly sent.

I am not refusing to pay. I want to keep my car and continue paying.

I have acted responsibly throughout. I should not now face damaged credit, Collections action or loss of my vehicle because ALPHERA failed to properly process my extension and then failed to properly investigate my complaint.

I am asking for an urgent senior review by someone above Craig Daniel, including the Collections call recordings, extension history, vulnerable-customer handling and immediate protection of my credit file and vehicle.

This is completely unacceptable treatment of a vulnerable customer.

Rude, obnoxious unhelpful staff. Would never use again.

I wouldn’t recommend ALPHERA Financial Services based on my experience.

We asked to move our payment date to the last day of the month, which we believed had been agreed during a phone call. We have consistently made our payments on that agreed date, yet we continue to receive arrears letters every month.

Following a formal complaint, ALPHERA’s final response was that they cannot change the contractual payment date by more than 15 days and that the arrears letters are a regulatory requirement because the payment is received after the contractual due date. They refused to uphold the complaint or offer any practical solution.

What makes this even more frustrating is that ALPHERA confirmed our payments are not reported as late to the credit reference agencies because they are received within the relevant timeframe. Despite knowing the situation and that we pay consistently every month, they continue to send paper arrears letters through the post. In this day and age, it seems like an unnecessary waste of paper, postage and resources when there appears to be no attempt to find a more sensible solution.

Overall, the experience has been disappointing. Rather than looking for a practical way to resolve the issue, ALPHERA have relied on policy and left us receiving the same unnecessary correspondence month after month. We are very unhappy with both the outcome and the level of customer service.

My experience with Alphera Financial Services has been extremely disappointing and has lasted almost two years.

I purchased an Approved Used Land Rover Velar on finance which went on to suffer repeated engine management light failures and numerous major repairs, including the replacement of the turbocharger, DPF, EGR components and other engine-related parts. Despite multiple visits to Land Rover and thousands of pounds being spent on repairs, the problems persisted.

When I raised my complaint, I felt Alphera placed the burden on me to prove the vehicle was faulty rather than carrying out their own investigation. I was asked to obtain and pay for an independent engineer’s report myself, while continuing to make monthly finance payments on a vehicle I had lost all confidence in.

After referring the matter to the Financial Ombudsman Service, my complaint was ultimately upheld. The Ombudsman found in my favour and directed Alphera to take the vehicle back, end the finance agreement and compensate me.

Unfortunately, even after the Ombudsman’s final decision, the process remained difficult. Communication was poor, updates were limited, and key information about my settlement was only provided at the last minute. I have also had to continue challenging aspects of how the decision has been implemented.

No customer should have to spend nearly two years fighting to resolve issues with a faulty vehicle while continuing to make finance payments throughout. Based on my experience, I cannot recommend Alphera Financial Services.

I exercised my statutory right to voluntarily terminate my agreement and made the vehicle available for collection. Months later, it is still on my driveway because Alphera and their appointed agents have repeatedly failed to collect it despite numerous agreed appointments.

Instead of resolving the issue, they have now recorded a missed payment on my credit file while their own vehicle remains uncollected. I have formally disputed the accuracy of this entry and have escalated the matter through their complaints process.

A finance company should not leave customers chasing for months to collect their own asset and then record adverse credit information while that failure continues.

I will now be pursuing the matter through the Financial Ombudsman Service if it is not resolved.

Car has been unroadworthy since March.
Alphera agreed to unwind the contract in June, yet no refund has been issued, contract is still active and they are still taking my money.
Their latest tactic is threatening me with garage storage charges for a car that is no longer mine and for costs I am not liable for by trying to force me to take possession of their vehicle to what I can only presume is to undermine my legal position regarding my already accepted rejection... I can think of no other reason why a company would have someone else take their property in their stead?
The only rules they stand by are their own "internal policies".
Do not run from this company, SPRINT AWAY.
Case has been escalated to the Financial Ombudsman.
FYI Alphera Social Team save your time, I am very familiar with your escalations team contact information, they have already exemplified a complete lack of knowledge applicable to consumers contracts.

Great help from Amanda Graham - thank you. Amanda made everything very clear, so it was easy to make decisions. Thanks You

Amanda who I dealt with was so helpful and really helped me make the correct decision going forward with the car. She explained the best way forward for what we required

We are still receiving post for a person who does not live at our address for the last 12 years and never has but is local. We have emailed the correct details, returned letters and given correct details. We have spoken to the customer, who says he has asked Alphera to change the address. But still years later, no change of address.

Absolutely shocking dealings with this company. My husband signed the car finance agreement. Thought everything was a done deal. Then came the problems. Despite them knowing he was on a provisional license he was allowed to sign the agreement for them to then backtrack. Requesting proof of driving test even though we had specified the car would be driven by myself who has a full license and he had no intention of learning to drive. He added me to the agreement and yet they still won’t let us get the finance due. This is plain discrimination.

I liked the no stress process . dealing with older people needs concise and clear what they are signing up for.I would have no hesitation in.recommending.this company

After being let down by another finance company. Elsie was quick to quote me on my new car and get me approved very quickly. She kept me updated throughout the whole process. Thank you :)

Very disappointing experience. Not one but two breaches of personal data in the company. I was offered £100 compensation but this has supposedly been paid into a bank account I closed years ago. They didn’t check. I’ve had to chase this up with the bank and they said the responsibility was on them. I have now sent 7 emails and I have had zero response from them. No telephone number to chase it up. ICO will be informed of this. Avoid this company at all costs as your data won’t be safe with them.

DO NOT USE THIS COMPANY!!!! I have yet another bad dealing with this company, i cant believe they associate with 3rd rate dealers selling auction crap cars, crash damaged, bad repairs, Contacted Customer Service, takes to long to reply, sides with the dealer, believes the lies, My finance was in place, my car settled, even before i got to see the new car, its been a joke from the start, EVEN THE 6 MONTH WARRANTY can not be used, not worth the paper its printed on. I will not use this company again, and now im stuck with a car in which i have to pay to fix,

Hp aa car.
Arrived 60% scratched not as advertised.
Raised return on the day of arrival as per legal rights.
Aphera indicate 60% body work scratched is COSMETIC and does NOT impact the value of the car or its resale.
Cost to respray £17k+ VOLVo do not have the facilities..
So on resale it will be worth less than than it would be if there were no scratches and as advertised. leading to greater debt to pay off.
Aplhera failed to do a pre delivery inspection no photos.. just paid the dealer who delayed the delivery by 4 weeks
WE THREATEND LEGAL ACTION TO RECOVER £17K THEY HAVE THREATENED TO RECOVER THE CAR OUT OF SPITE AND PUTTING US INTO UNFAIR DEBT ! ALL PAYMENTS UPTO DATE... THIS WILL KILL OUR BUSINESS DEALER TOOK THE PX

The advice and support I received from Amanda, on a particular query I had, was exceptional.

If you take finance out with these people BE WARNED ! Terrible customer service , the engine blew up on our BMW 8 series and they declined our claim which after Checking I wish I had done more due diligence on them. Poor reviews and never pay out. I’m now £15k in the red. Shocking and appalling

Absolutely shocking. I would not have finance through these ever again. Customer services team are ok to deal with and was more than helpful in what they could do. However, you never speak to the case handler and its always 'I'll pass the relevant information on to the case handler'.

I rejected a poor quality vehicle after the garage(Mercedes-Benz Huddersfeild) had agreed that all rectifications had been corrected before handover. I signed trusting that the garage had sorted all agreed rectifcations but when taking the sheet off on unavailing this was not the case. Car had not been touched anywhere and all imperfections still visible. I have 40 images and videos of the cars shocking quality as well as a video of the sales rep admitting that no agreed work had been completed prior to handover - (no face in video).

This finance company had all images & videos showing how much poor quality this car was in. Had I seen the vehicle before signing any relevant documentation I would not of signed for it.

Some of the reasons for the finance company to reject the rejection of the vehicle was farcical. One being that my daughters partner had said he didn't like the car (a false accusation). The car is in my name and has nothing to do with him in terms of the vehicle and it's agreement with the finance company. I have sent a email responding to this rejection letter without any reply back. I have emailed both for Subject Access Request information.

The dealership have always said that the finance company are in agreement with them and that I don't the right to reject. I would also avoid this Garage(Huddersfield Mercedes-Benz) if I was you.

I expect to get the same response every 1 star review has had. 'unable to locate your agreement'.

After getting legal advice throughout and advise from Citizen Advice also I have now esculated the case to the Financial Ombudsman who have already stated I have been ill advised and not treated correctly. They have also said that it may be a case of misold finance after the agreements haven't been sorted before handover. The case is currently ongoing with the Financial Ombudsman.

this company is a joke! They want clients to confirm agreements on the phone, but they never pick up and I spent hours on hold, calling an at payment number
This is ridicoulous and a fraud

Terrible company, if I could give a minus score I would. They somehow cancelled my direct debit and sent threatening letters saying I owed them money. Before I could figure out what had happened my credit was affected. They then reinstated my direct debit without telling. Even though they knew what happened they continued to send threatening letters demanding payment until the payments were repaid.

When returning my vehicle I received a letter which was not clear and very confusing. I followed the online process as per the letter and weeks later I was told I have to pay a £100 fine for not following the correct process. When I told the advisor on the phone the letter was confusing I was told in so many words that I stupid. They then refused to register a complaint.

Do not use this company, abysmal systems and even worse customer service