ALPHERA Financial Services UK Reviews 491

We had a great experience with Alphera - Our car was stolen and then written off and they made the whole process incredibly smooth and stress free. No issues throughout our contract prior to that.

Writing this review as I was shocked at so many negative reviews when we had such a good experience.

Terrible customer service. Several times left on hold over an hour each They don't seem to care I will just have to go to ombudsman and see if they can help.

Contract ended on a sunday and called on the monday to make final payment ( on the online portal it said the final payment would come off by DD, that why I didnt call till the day after) and already sent to collection had to be sent through 3 agent and 27 call in que to part with £9000, what a terrible service. Not a great end to a service I would not use them again as I was made to feel like I was in arrears dispite never missing or having a delayed payment. Poor show if you ask me.

I would give the score a zero if that was an option! The worst level of customer service i have ever come across. Still awaiting a reply from emails i sent in over 2 weeks ago and not 1 single acknowledgment.

All i want to do is terminate my contract and they are making it impossible to do so, i will be complaining to the financial ombudsman as surely they cannot continue to operate such a terrible service.

DO NOT USE! Awful company!

Total lack of customer service. The way their escalations team is set up for customer complaints is horrendous! Only "call agents" are customer facing. All management, internal FOS team and case handlers are none customer facing so you CANNOT get information on your complaint from this company. LONG on hold waits only to be told "your case handler is dealing with this, I'll send them an email hopefully that will get them to look at it" or "sorry you cannot speak to that team, they are not customer facing", they NEVER reply to your emails. Even when they have a final decision from the FOS they still don't communicate - it is shocking that this structure/conduct is allowed in 2024! I will have no option but to complain to the FCA and all I want is basic information after waiting 6 months without the use of a car!!

I'm currently in the process of a complaint, and today marks the 14th week since it started
my car was 4 months old when i noticed a issue starting that is covered by a special manufacturer warranty but, in order to get the warranty the car had to show a check engine light which it did not, but i didnt want to drive the car further since the issue will result in destroying the engine completely, the dealership confirmed the part should be replaced asap but said they cant do it under warranty due to no check engine light.... yet, they told me to keep driving it till it gets more damaged but i wasnt ok with this.
i started my complaint with alphera and the advisor said i had a strong case and agreed with my reasoning, he gave me a lot of hope after being very stressed dealing with Vauxhall customer service.
My confirmation of complaint was added to my account 1.5 weeks after my complaint actually started, which delayed my case with the ombudsman.
i gave them space at first but after countless phone calls and being on hold for hours every week, i got to the 8th week and asked where my 8th week letter was to take to the ombudsman because my start of complaint was sent late.... I rang 3 times this week and I asked for a call back from my case handler 3 times, none of which was returned.
On week 8 I called up and asked where my 8th week letter was again, which I was told he would get the case handler to send it to me, he also said Arnold Clarke had taken note of the complaint.
The following week I rang and asked to space to a manager…. The adviser call my details and said they actually had an update for me.... but the update was not an update at all, just asked me why i didnt take my car to the selling dealer appointment i had (arnold clarke), which they already knew i told it to my local vauxhall dealer, but sounding like something was actually happening I left them to it.
Week 11, I had had enough of no updates at this point, so I started my case with the ombudsman, using my letter confirming the start of my complaint because they still hadn’t sent me my 8th week letter yet…. Few days letter the letter showed up on my account surprise surprise, 11.5 weeks, 3.5 weeks late.

on week 12, alphera rang me for the very first time, it was my case handler who seemed to have half the information, he asked for a invoice quote of the repair, which I gave on day 1, he said it was a wear and tear part, and with the tone it was implied this isn’t going to work out, but I believe the fact that this part has a special warranty, its started to fail at less than half its rated life, and that the only reason these belts fail so early is due to wrong oil… but its been serviced by Vauxhall since new so shouldn’t have happened. He also implied that ive basically abandoned my car at a local garage, not realising this garage was a main dealer…. Which again I told them exactly where my car was, and if its been abandoned…. Its only been there as long as they have abandoned me with the complaint. I sent the invoice again after the call.

I rang back a few days later to share my concerns with the call I had with my case handler and was told they will get him to call me….he didn’t

and that brings me to today, week 14, since the complaint started.
my car has been in the main dealer sat waiting since mid june 24 and we are not mid November.
Ive had no transport for this time, Ive had to call them every since time, which sometimes when they needed information it was taken when I called them
they only contacted me once after I got ombudsman involved.
since my car has been off the road till now, ive continued to pay my finance payments and I’m now at the point where the total of these bills would have paid for the repair if I had just got it fixed myself

I rang them this morning to no update for me

Very disappointing and frustrating company to deal with

Edit -
the call back they promised below, didnt happen

Edit 1 -
I stopped chasing my case in november 2024 as it was causing too much stress, i left it to the ombudsman, the ombudsman come to a conclusion in march 2025, between november and march, i didnt hear from alphera once, they never bothered to keep me updated
from the start of this process in august 2024 to now, alphera rang me 2 occasions, on the back of pushing them, had a few occasions where i made complaints and i would get a call after 5pm, it would ring for a second and then stop, and when trying to call back you get the "we are closed...."
I would avoid this company at all cost, and if you are stuck with this company already and going through a complaint, get the ombudsman involved at your earlist point, the ombudsman process can be lengthy in itself but you will get an out come, they forced alphera to wrap my case up and i got the outcome i wanted, but the whole stress of it was not worth it

Good luck

Absolutely disgusting what this company puts you through. My vehicle died after just a couple of months of ownership yet its taken 8 months to get a final response letter with an apology and an offer of £150 compensation, that is an insult to how much money and stress this has caused me. Paying each month for a vehicle to sit in a garage with a dead engine. Over 30 calls made to alphera but nothing, had to use savings to buy another vehicle, so was left paying payments on a vehicle, two lots of insurance and tax then offered £150 compensation. Stay well clear of this company. I've had to get the ombudsman involved because what they are doing here is day light robbery.

Vehicle has been returned due to the engine blowing up after just a couple months of ownership, then to be told they are keeping the last 4 payments that I made because I ended the agreement early, even tho I didn't have the vehicle because it has been sat in a garage since july. I did not end or break the agreement early I was simply sold a vehicle that was not fit for purpose that had to get returned after the engine blew up.

I had personally asked for the payments to be put on hold whilst the situation was sorted, I was told this couldn't happen. Now I know why so it could get dragged on and alphera would make more money.

Agreement number: 3990495

Absolutely abysmal, and don’t let Cinch get you to pass the buck ( Cinch don’t like bad reviews and try contacting you but don’t, both these companies are in it together!!!!) Was struggling financially asked for…
Was struggling financially asked for help with lower payments, first through Cinch who passed me to Alphera, Alphera agreed to lower payments but had to do own leg work and ring Conch to ask for a lower balloon payment and reduced payment method ( basically scrap one I had and get new lower repayment out) ( alphera is there finance company but they don’t communicate at all very well, or at least that’s what they like you to think anyway as they pass you back and forward hoping you will give up the ghost!!!!!!). Even suggested new car lower payments but was given a very blunt no. Had to take car back and got handed a very heft £10000 ( YES £10,000 and I rang because I couldn’t offered the monthly fee, not very helpful!) charge for termination that they quite quickly send to there solicitors so they can charge the hell out of you even further, seriously DONT, walk away there plenty of better car finance places out there I’m sure .
Trust me on this avoid if possible, save your cash or get a cheap one these companies are all the same if you get into trouble they don’t want to know.

You've been chasing a dead person for almost a year now for a £600 debt have you got any morals. It's bad enough us losing our dad to cancer and then you guys are still chasing a £600 debt when we paid the account off before he passed and said is that everything paid for you said yes. Then a month after he passed you started chasing for this supposed debt. It's absolutely disgraceful, there is no money in the estate if this debt is not written off, we will be going to citizens advice about it. It's beyond a joke. Reference number 3177425

In the process of rejecting a vehicle via alphera, 9 weeks, over 30 calls and emails later and still no further forward. The case handler refuses to contact me, the agents that do finally take your call either can't provide any information or lie. Now reported to the ombudsman.

Generally happy with the service from Alphera. Had a PCP agreement with Alphera for around 6 months. Decided not to keep the car so settled the finance and sold on.

Used the online portal to get redemption figures and letters a couple of times. Also used the online portal to make the settlement payment which all went through without any real problem. I’d suggest doing everything through the portal as it’s seems to be the most effective way of all running smoothly. The portal was inaccessible from time to time which was a little frustrating.

I did have to chase up the settlement payment as it took a little longer than it should but spoke to someone easy enough and they were happy to email the confirmation of account settlement.

No great hassle at all.

Very easy to deal with and an up-to-date signing procedure. Competitive rates and good residual value. Great communication from the Alphera team. Very pleased.

Have owed me over £800 for a month and nobody is replying to me, Leonie Setters in escalations said she’d help me via email after spending HOURS on the phone chasing this up, she replied to 1 email and has ignored my last 5 - the instruction has been given for the funds to be returned to myself by the broker, and the brokers point of contact at alphera, and nobody is actioning it. Impossible to get the money, and it’s impossible to speak with anybody! I just want my money back that I am owed!

Alphera please respond to this message as the previous one I posted from the wrong account and have since deleted.

It never ends. My account on their website clearly states there are NO payments due but they send an arrears letter. What kind of bullying is this ?
You really do need to be stopped form trading.

Have owed me over £800 for a month and nobody is replying to me, Leonie Setters in escalations said she’d help me via email after spending HOURS on the phone chasing this up, she replied to 1 email and has ignored my last 5 - the instruction has been given for the funds to be returned to myself by the broker, and the brokers point of contact at alphera, and nobody is actioning it. Impossible to get the money, and it’s impossible to speak with anybody! I just want my money back that I am owed!

Terrible company, been waiting for a refund of an overpayment from settling my finance.
Requested refund on 25th September still not had the refund , told daily that it will be in in my bank my the next day .
Guess what still waiting.
Customer service is awful and had to escalate to a complaint….. will see if that gets resolved!!!
Meanwhile I’m out if pocket

**UPDATE** still not been in touch despite their reply pretending to get in touch

bought a car 2 year ago that has been nothing but bother since i have bought it, it should never of been sold, spent thousands getting it fixed just to get it road worthy and now it’s off the road due to the wiring under dash being un safe and shorted, been trying to get in touch with alphera for months replied once and not heard any thing back after months of constant emails and phone calls, been paying for a car that’s been off the road for months and don’t have a car to take and pick my kids up from school. customer service seems to not exist soon to be going to the financial ombudsman to sort it out as i shouldn’t have been sold this car yet alone pay for it due to it being off the road because of unsafe wiring and crash damage and the garage i got it from has said the car has done more miles than it actually has on last mot, getting sick of being ignored for months.

Made a settlement payment of behalf of my wife based on their advice in writing that I can do so and after 6 weeks we contacted them to get the proof of settlement to submit it with mortgage application only to find out that they have kept the money in their account because it’s coming from my account not hers, been calling them almost everyday for the last 2 weeks weeks with no response, now I am in middle of renewing my mortgage agreement and I am about to get rejected because of affordability and outgoings as the car loan still showing on her credit report even though they have the money sitting in their account for 6 weeks without even letting us know about the problem, every time we call we get a different reaction based on who you are talking to , will take the matter further and I will seek compensation.
Avoid using them

Horrendous customer service, been trying for 7 days to try and get through and an email today no response what so ever. Sent over a large amount of money to settle my agreement and all I want is an email or a call to say it’s been received. It says a letter comes in the post after 5/7 days but if the communication is this shocking I highly doubt that will arrive.

To the worst finance company EVER! AVOID AVOID AVOID. I
was going to upgrade my car with BMW but found out finance is with alphera so cancelled the sale.
Like the last review from Isaac. The staff over the phone (after waiting for minimum an 1hr each time, I have phone bills to prove it) contradict themselves. One gives you a false amount, one says settlement is completed, one not.
I asked for a settlement figure and was quoted an amount and I payed it off. Was told that the car belongs to me. Asked for a confirmation email but said they don’t do this and a letter will be sent out.
I called up a few days later to see if letter was sent out to say yes and my account has been settled. Mohammed then put me on hold and then came back saying letter hasn’t been sent as finance team said I still over £317. It didn’t make sense but I was selling my car so just paid it off. After exactly waiting 3hrs and speaking to 3 different agents (Dan, Sakira and ola)
Still haven’t been able to pay as they keep hanging up! and selling my car tomorrow. This has been the most stressful situation and feel like I’ve been overcharged. PLEASE STAY AWAY
I will be taking this further once I can bloody pay them off.