Alphera Financial Services Customer Complaints.
Alphera Financial Services is committed to providing products and service of the highest standard. If for any reason you feel we have not lived up to your expectations or you are not entirely satisfied with any aspect of our service please let us know. The information shown below provides a brief overview of how we deal with complaints, our customer complaints process and where to direct any complaints.
Alphera Financial Services will investigate all complaints competently, diligently and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for the customer.
How to Complain about your Finance Agreement.
If you would like to make a complaint in relation to an Alphera Finance Agreement, please contact:
Call us on: 0370 5050 197
9am - 5.15pm Mon-Fri
Or email us at:
Write to us:
Customer Escalations Team
Alphera Financial Services
Hampshire GU14 0FB
What you will need to provide.
To help us investigate and try to resolve your complaint, please provide us with the following information:
your name and address;
your agreement number, if you have one;
details of how we can contact you;
a clear description of your complaint;
details of what you would like us to do to rectify the situation; and
if appropriate, copies of any relevant supporting documentation.
We will do our best to resolve your complaint quickly, and will send you a Summary Resolution Letter if your complaint is resolved by close of the third business day following receipt of your complaint; or:
within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them,
keep you updated on the progress of your complaint, and
within 8 weeks of receiving your complaint, we will either:
- write to you with our final response and the reasons for providing this response, or
- explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it, and
- in each case provide you with the contact details for the Financial Ombudsman Service.
If you are still not happy.
If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response within eight weeks from the day we received your complaint, you can usually ask the the Financial Ombudsman Service for an independent review.
To be able to ask them for an independent review you must have given us the opportunity to find a resolution first and you must be: a private individual, or a business, charity or trust with an annual turnover of less than 2 million euros and fewer than 10 employees. If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter.
The Financial Ombudsman Service.
Call us on: 0300 123 9 123
Calls are charged at the local rate, plus your phone company’s access charge.
8am - 8pm
Mon - Fri (excluding bank holidays)
9am - 1pm
Email us at:
Write to us:
The Financial Ombudsman Service
We are also members of the British Vehicle Rental and Leasing Association (BVRLA). All vehicles returned to Alphera Financial Services are inspected in line with the British Vehicle Renting and Leasing Association fair wear and tear guidelines. This ensures that all customers are treated fairly with regard to any potential charges upon the vehicle return.
Unresolved complaints may also be referred to them by visiting their website www.bvrla.co.uk
or by email to: firstname.lastname@example.org
or by writing to them at:
or by Fax: 01494 434499
The European Commission’s Online Dispute Resolution Service
European legislation guarantees consumers:
products which meet acceptable standards;
a right of redress if something goes wrong.
To help ensure that companies meet the standards set by the European Parliament, consumers now have the right to address their complaint to the European Commission’s Online Dispute Resolution (ODR) Service. For full details please go to:
Self Service Portal
Online self-service portal for you.
Access your finance agreement and easily amend your details through our online ALPHERA self-service portal:
- Amend your details
- Select a different payment date
- Make partial early Repayments
- Request a settlement figure
- Find out what happens at the end of your contract
Complaints publication report
Firm name: BMW Financial Services (GB) Limited
Other firms included in this report (if any): None
Period covered in this report: 01 January – 30 June 2018
Brands/trading names covered: BMW Financial Services, MINI Financial Services, Motorrad Financial Services, ALPHERA Financial Services, Rolls-Royce Motor Cars Financial Services, BMW Contract Hire, BMW Group Financial Services.
|Number of complaints opened by volume of business|
Product / Service grouping
Provision (at reporting period end date)
|Intermediation (total number of PPI policies previously sold)||
Number of complaints opened
Number of complaints closed
|Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||
|Main cause of complaints opened|
|Insurance and pure protection||N/A||9.1 complaints per 1000 policies sold||736||780||77%||16%||21%||Product disclosure information|
4.7 complaints per 1000 credit related agreements
To help you put these figures into context:
The number of credit related complaints opened during the reporting period is equivalent in volume to 4.7 complaints per 1000 credit-related regulated agreements in place on 30 June 2018.