ALPHERA Financial Services UK Reviews 490

Horrendous company. Please read these reviews and take them seriously. I recommend you use another finance company because alphera are unscrupulous cowboys. My car was sold and the remaining finance amount was paid off. They then took another payment from my account after the car was sold. I called them and asked why, they said I would receive a refund by today (24/10/2025). Payment still wasn’t received by this morning, called them and they said apparently the refund had been processed and I would receive it on 29/10/2025. I now have completely lost all faith in this company. I know that if I get a response on here they will say that the car being sold and the next payment we’re close, but they were a week apart! Worst service going, please be warned and DO NOT use them. I’m going to call my bank to ensure they ban future payments being taken from my account.

No one with any sense should take out a car plan with this company. The end-of-term process, when you return the vehicle, is extremely costly. Despite being told by their representative that I could discuss the charges, I was hit with a bill of £1,100 for minor scrapes and 2 slightly worn tyres—at £300 per tyre, which is at the top end of the market. The car was actually supplied with tyres that cost £180!!! They refused to negotiate or listen to any reasonable discussion. It’s been a shocking experience and one I would never go through again.. crooks ! I have not replied as I raised a complaint which you ignored and so I’ve now taken this up with financial ombudsman!

My experience with Alphera (BMW Financial Services) has been extremely disappointing. After returning a vehicle in excellent condition, Alphera attempted to add an unjustified “damage” charge to my account. They provided no supporting evidence and carried out no repairs.

I took the matter to the BVRLA’s independent dispute resolution service, which ruled in my favour, confirming Alphera had failed to justify the charge. Despite that clear outcome, Alphera has continued to record false missed payment markers on my credit file — relating solely to this disputed charge.

This behaviour breaches FCA guidelines and data protection principles, and has already caused me financial loss and significant stress. It appears Alphera uses credit file pressure to push customers into paying sums they don’t owe.

If you’re considering vehicle finance through Alphera or BMW Financial Services, proceed with caution. Their actions have left me with an unjustified blemish on an otherwise perfect credit history, and I’m now having to take legal action to put things right.

Avoid this company at all costs.
You’ll end up having to chase them repeatedly just to get a response. Communication is almost non-existent — you can wait weeks for a single reply.

Our vehicle was returned to the retailer over three months ago, yet the company continues to deduct installments. The car has already been re-advertised for sale by the retailer, who has repaid Alphera, but our agreement still hasn’t been cancelled and no refund has been processed.

This issue has been ongoing for more than three months, and dealing with this company has been an absolute nightmare. They ignore customer emails and seem to take the retailer’s word without proper investigation.

Just look at their 1.6-star rating on Trustpilot it clearly shows how they treat their customers.

Agreement number 4259404

In my experience, Alphera Financial Services provided very poor customer service. I took my PCP finance through them, and the car was sold to me without the service that, to my knowledge, was due at the time of sale. Around a year after purchase, the engine warning light came on, and I had to pay an additional £700 for a full service. I raised this issue with Alphera, but the team has since stopped responding and offered no further support. Based on my experience, I would not recommend their finance services.

Joke of a company, engine failure on the car purchased. Complaint still not resolved after 6 months even after ombudsman has upheld my complaint and ordered car to be rejected.Still paying for a car that has not moved in 6 months

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.