ALPHERA Financial Services UK Arvostelua 

Poor handling of disputed finance agreement

BMW Financial Services pursued enforcement of a disputed hire-purchase agreement without properly reassessing liability, even after early termination issues and the later sale of the vehicle. Statutory consumer credit protections were repeatedly raised but ignored, and correspondence relied heavily on contractual wording rather than fairness or accuracy.

This resulted in unnecessary court action, prolonged stress, and a lack of transparency around how the alleged balance was calculated. I would strongly recommend caution and independent advice when dealing with disputes with this companyFor clarity, the agreement can be identified by the following details, which are already known to your organisation:
Applicant: Mr Selam
Postcode: SE24 0EH
Agreement / Case Reference: [INSERT REFERENCE]
The substance of my review concerns the failure to lawfully reassess liability following early termination and subsequent disposal of the vehicle, including the absence of a transparent statutory rebate calculation. These issues were raised repeatedly during correspondence and proceedings but were not addressed.
I remain willing to engage constructively, but any resolution must be based on a lawful recalculation rather than continued reliance on an unadjusted contractual balance.

Speaking to Amanda Graham and she was very friendly, knowledgeable and gave me all the help and information I needed. Great service.

I was speaking to a woman called Amanda greame.she was so helpful I couldn't ask for a better telephone call absolutely fantastic

Had the conversation with Amanda regarding my balloon payment. Very nice lady and very clear on what she was explaining anf options i had.

My pcp deal was coming to an end I rang to see if I could refinance . My adviser was very informative and explained all my options . A true credit. Thank you Amanda Graham

These are a terrible company to do business with. They do not put their customers first at all and make them pick up the pieces for complacent business partners in their supply chain.

I bought a car from a local dealer who used a broker who provided the finance on behalf of Alphera. I never collected the car due to unmet expectations by the dealer and requested an unwind. Having never even had the car, they would not pause my payments during the unwind process. This is because they wait on the dealer (who was the worst car dealer I’ve ever done business with and complacent) to return the funds to them. This was solely out of my control, and even thought they have a legal right to work on behalf of their customer with the dealer, they do not. Just all round a company to do business with.

After over 9 weeks I am still waiting for them to return all the money I paid to them due to them putting me in arrears for a car I never received. It is a disgrace.

I never complain usually and am a fair consumer, I understand the challenges that people in customer service go through but my god their customer service is shocking. I spoke to one nice lady in their collections team who was very understanding, but of the people I spoke to in their escalations they were absolutely awful at their jobs.

My advice to anyone using this finance company is ensure they dealer you buy from has good customer service and a solid product or you’ll be walking the long road trying to get your money back.

Very poor service at the end of finance agreement. They charged me £160 for every single scratch on the vehicle, and quoted BVRLA guidelines with firm, no discussion tone - however some where too small to make out on the photos or would polish out easily, had I known how I was going to be charged in advance. I was given no opportunity to rectify, just a bill.

This aside, the vehicle was 5.5 years old at purchase and already had inperfections (visible on the Cinch website) - which I was being expected to pay for as if they were my own wear and tear.

Discussions with their customer services via email were so slow, that days (and weeks in one case) would pass then I was chased for debt by different teams even though I was actively waiting for a response to valid quieries. And while proof was provided, there was no gesture or movement on it. They left it so long to reply to one email, that Cinch had updated the website and the information was then no longer visible - how convinient.

I would strongly avsise against using Alphera, i've had a lot of cars on finance before but this one has been the most troublesome by far.

I've been polite and helpful in my emails but this has not been the reciprocal tone.

I contacted Alphera to discuss my finance agreement. I spoke with one of the Advisor’s called Shawn Douglas who went through all the options including the financial agreement. Shawn was extremely professional and so helpful. Made the whole process so much easier and less stressful! Thank you Shawn!

Spoke with Amanda to discuss options with a current agreement. Was helpful and informative. Great service

Needed to call up to refinance my car at the end of the contract. Amanda Graham answered my call and sorted it quickly and easily. Made the process a lot less complicated 😌

Great call with Shawn Douglas at Alphera, Very helpful and quick solution! one phone call and all sorted within 10 mins.

I financed my vehicle through Alphera and feel I’ve been seriously misled regarding customer support and resolving my issues now I’m being defrauded. Despite multiple attempts to resolve the issues directly with their customer service team, including being ghosted or lied too and misinformed. I received inadequate support and felt defrauded. This has caused significant financial stress and frustration. I would not recommend their services based on my experience. I have created a Facebook support group if you want to interact with me and share your experiences.

Shawn Douglas was super helpful! Quick and easy service. Thank you!

Quite simply, Douglas. His customer service skills are top form. knowledgable, calm manner, and efficient.

So far my experience of Alphera has been good. Lucy has been particularly helpful in rearranging my finance, and she did this professionally and courteously

Our ref BF22 FZG . Ref 425692.

Update after 1 month of us having to threaten The Legal Ombudsmen Route which we were going to do on Monday the 22nd November we had our deposit put into our account that day! Original problem:

20 Dec 2025
Will not give us our refund of over…
Will not give us our refund of over £850, The sum of £850 refund was agreed on the 30.11.2025 . We have phoned every day emailed every day , Told there is no face to face with any Manager and cannot get the money from them now going down the Legal route. Absolutely disgusting company !

Wonderful service received today from Amanda Graham.
Very helpful and supportive.

The agent Shawn Douglas was really helpful start to finish, and the process was really quick and easy.
Polite and professional service

I really could do with someone at ALPHERA Financial Services UK to help me out. Long story so will keep it as short as poss.

I have a Jaguar IPace which at the end of the current agreement was due to be picked up on Friday 12th December.

One of the battery cells became faulty (common fault) on the final battery charge on the 10th so I rang Alphera and they said they couldn't collect it due to the fault, even though it is a manufacturers warranty fault. I was to get it fixed and then call them back to get it collected.

I checked with my main dealer and they pulled it out of the bag saying they could get it in on Monday 15th to fix, I booked it in and advised Alphera of this, with them telling me I should escape any late charges as long as it was sorted within a week. I thanked them and asked for it to be booked back in with one of the slots available before Christmas as I knew I’d get the car back by today at the latest. Was told this was not possible.

Got the car back today (17th December) and called them. Transferred to the person at BCA LOGISTICS LIMITED to be advised that there are now no dates before December 30th (which I cannot do as I will be out of the country then) and they would now be charging me a daily rate until they can pick the car up. I offered to drive it to any location of their choice (lots of BCA locations all around the country) of which they refused.

Spoke to their escalation team who after going back and forth came back to say there was nothing he could do and apologised for this along with how poor the logistics team are.........I have asked for this phone recording as not often someone accepts that the service isn't up to what it should be!!

I asked to be put through to somone in customer support. He tried to transfer me and he then said they refused to take my call as there was nothing they could do. I demanded to now put me through to the customer support, so he did........only problem is he put me through to Alphabet customer support!!!

I think this is very poor service. I get that its that time of year but to have no solution other than to charge me a daily rate indefinitely until they can come and collect the car does seem a bit rubbish.

Update. Spoken to various departments this morning 18/12/25 with every one of them saying they were the wrong department and then passing me on to another department whilst playing soothing music……to then get cut off. Call back and then repeat. Admittedly, on one of the occasions I got cut off is when I lost my temper due to the incompetence!

Finally got through to someone called Phil who actually helped! Only option is to book it in for January 5th now so I will be charged nearly a month extra of payments due to Alphera not trying in any way to come up with a sensible solution.