Complaints | ALPHERA Partner Hub

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.

Discretionary Commissions

On Thursday (11 January 2024) the Financial Conduct Authority (FCA) made an announcement concerning customer complaints involving motor finance agreements, where a discretionary commission was paid to motor dealers between 6 April 2007 and 27 January 2021. Please find further information here.

Step 1 - Contacting us

Complaints form

For a new complaint, please complete the complaint form which you can find here.

Phone

Call us on: 0370 50 50 197

We’re here:

Monday and Tuesday 9:00am to 5:00pm

Wednesday and Thursday 9:00am to 12:00pm

Friday 9:00am to 5:00pm

Email

Email us at: csescalations@alphera.co.uk

Post

Write to us:

Customer Escalations Team
ALPHERA Financial Services
Summit ONE
Summit Avenue
Farnborough
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.

What we will do

We will do our best to resolve your complaint as quickly as possible and we will confirm the resolution to your complaint in writing.

In addition, we will:

provide a written acknowledgment of your complaint, setting out our understanding of your complaint within five working days, and
keep you informed of any updates in our investigation until your complaint is resolved, and
within eight weeks of the date of your complaint we will issue you with a final response detailing our conclusion and resolution.

Please complete the form accurately and in full, otherwise your application may be delayed.

Step 2 - 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

Phone

Call us on: 0300 123 9 123

Calls are charged at the local rate, plus your phone company’s access charge.

We're here:

8am - 8pm	Mon - Fri (excluding bank holidays)
9am - 1pm	Saturday

Email

Email us at: complaint.info@financial-ombudsman.org.uk

Post

Write to us:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Visit the Financial Ombudsman site

BVRLA conciliation

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: complaint@bvrla.co.uk

or by writing to them at:

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

or by Fax: 01494 434499

The European Commission’s Online Dispute Resolution Service

European legislation guarantees consumers:

fair treatment;
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: https://ec.europa.eu/consumers/odr/

Complaints data

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 2024 – 30 June 2024

Brands/trading names covered: BMW Financial Services, MINI Financial Services, BMW Motorrad Financial Services, ALPHERA Financial Services, Rolls-Royce Motor Cars Financial Services, BMW Contract Hire, BMW Group Financial Services, ALPHERA Insurance Solutions, BMW Finance, BMW Group Insurance Solutions, BMW Insurance Solutions, BMW Motorrad Finance, BMW Motorrad Insurance Solutions, MINI Finance, MINI Insurance Solutions.

	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	Percentage upheld	Main cause of complaints opened
Insurance and pure protection	N/A	0 complaints per 1000 policies sold	0	0	0%	0%	N/A	N/A
Credit related	61.97 complaints per 1000 credit related agreements	N/A	31,828	18,240	N/A	N/A	6.20%	N/A

To help you put these figures into context:

The number of insurance related complaints opened during the reporting period is equivalent in volume to 0 complaints per 1000 PPI policies previously sold.

The number of credit related complaints opened during the reporting period is equivalent in volume to 61.97 complaints per 1000 credit-related regulated agreements in place on 30 June 2024.

MyALPHERA Finance

The easiest way to manage your motor finance

With the MyALPHERA Finance portal, you’ll find all the help you need to manage your finance agreement, whenever you need it. Register today for self-service access to a wide range of functionality…

Amend your details
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Make partial early repayments
Request a settlement figure
Find out what happens at the end of your contract

ALPHERA Financial Services Customer Complaints