Your questions answered
All you need to know about your car finance and the support ALPHERA provides.
General finance questions
How can I find out how much my settlement figure is?
To request a settlement figure please login to your agreement through MyALPHERAFinance, or contact us via our online contact form, telephone, email or post.
Can I change my details online?
You can view and manage your agreement online at MyALPHERAFinance. Register in minutes to change your details and find out what happens at the end of your contract.
Can I take my car abroad?
The vehicle can be taken on short trips of up to 30 days within the EU and cannot exceed 60 days in any calendar year. You must ensure the vehicle has fully comprehensive insurance and covers you for European travel. If you plan to take the vehicle abroad, please contact our Customer Services team.
I’d like to keep my vehicle, what should I do?
This will depend on the type of finance agreement you currently have.
ALPHERA Select: Make your final payment, including the option to purchase fee, and the vehicle is yours to keep.
ALPHERA Contract Hire: Unfortunately, you will be unable to keep the vehicle. It may, however, be possible to extend the agreement. Please call us on 0370 50 50 125 at least 60 days before the end of the agreement term to discuss this option further.
My car has been damaged. What should I do?
You should have your car repaired under your motor insurance policy before returning it to us. Any repairs must be in accordance with the manufacturer’s recommendations. You must also tell us about any accident damage you've had repaired during the agreement.
What is your bereavement process?
We understand that it can be difficult to arrange financial affairs after the death of someone and we want to make this process as simple as possible. Please notify us by sending us a copy of the death certificate with a covering letter confirming the executor’s details. Please email this information to: customer.services@alpherafs.co.uk
Once we have received this information, we will update the account and send you a letter explaining your finance agreement options. If you would like to talk to one of our advisors, please contact our Customer Service team on 0370 50 50 125.
Am I able to extend my agreement?
If you have a new vehicle on order but it won’t be ready by the time you reach the end of your current agreement due to a delay, contact us to discuss your options on 0370 50 50 125 or request an extension by emailing: customer.services@alpherafs.co.uk
I am handing my vehicle back but I’ve exceeded my mileage, what happens next?
You will be charged for the excess mileage rate shown in your agreement and will be invoiced for this amount once the vehicle has been returned. This invoice is payable immediately.
Making changes to your agreement
How do I change my payment date?
To change your payment date you can either login to your agreement through MyALPHERAFinance or contact us via Customer Services.
ALPHERA Financial Services, Adwick Park, Swinton, Rotherham S63 5NA
Once received it will take five working days for this to be set up with your bank. It may be necessary for you to make alternative arrangements for your next payment if this is due within five days of submitting the request.
Please note we cannot collect any money due under the agreement from anyone other than you.
How do I update my personal details?
To update your personal details, please login to your agreement through MyALPHERAFinance.
Alternatively, please contact us to submit any changes via our online contact form or by calling us.
How do I update my vehicle registration number?
To inform us of a change to your vehicle registration, please login to your agreement through MyALPHERAFinance and navigate to the ‘Vehicle’ page to update your details.
Alternatively, please contact us to submit any changes via our online contact form or by calling us.
Can I transfer my agreement to someone else
All of our agreements are non-transferable.
Is it possible to extend my agreement?
Under certain circumstances it might be possible to extend your agreement. Please contact us to discuss this further.
How do I check my vehicle has valid road tax?
You are able to check this in real-time by entering the vehicle registration number on HM Government’s check vehicle tax website.
Payment queries
Can I take a payment holiday?
Please do not cancel your Direct Debit arrangement with us. Instead, please contact us to discuss your concerns. Our specialist team are on hand to explore possible solutions based on your personal circumstances. We can be reached at customer.services@alpherafs.co.uk or by phone at 0370 50 50 125.
I am unable to maintain my current payments
If you are concerned about your ability to maintain your current monthly payments, please contact us, we may be able to assist you.
In considering the options available to you, as responsible lenders, we may ask you to provide us with Income and Expenditure information. The quickest and easiest way to do this is via Open Banking. Our advisors can discuss this with you in more detail. To request support via a repayment plan click here.
In the meantime, the following not-for-profit organisations can provide free, confidential, and impartial debt advice and support, should you need it:
- Money Helper – www.moneyhelper.org.uk/debt-advice-locator
- Citizens Advice – www.adviceguide.org.uk
- National Debtline – www.nationaldebtline.co.uk
- Money Advice Service – www.moneyadviceservice.org.uk
How can I make payments?
Direct debit:
You will need to complete a Direct Debit Mandate Form to confirm your new account details. You can download the form using the link above or through MyALPHERAFinance. Please fill in and email the completed form to customer.services@alpherafs.co.uk. Alternatively, you can call us on 0370 50 50 125. Please be advised that we may ask for additional information if the bank account is not in your name.
MyFinance:
It is possible to make a settlement or arrears payment within MyALPHERAFinance.
Card payment:
This is the quickest way to make a payment - simply call our card payment line on 0370 50 50 125. We accept the following credit or debit cards at no additional cost - Solo, Switch, Maestro, Visa Electron, Visa Debit, Visa, Mastercard, American Express. Please note that we do not accept payment by credit card for final payments or settlement.
Bank transfer or standing order:
Our bank details are as follows:
Bank Name: HSBC Bank PLC
Payee: ALPHERA Financial Services
Sort Code: 40-41-70
Account Number: 60001961
Reference: Please include your Agreement number as a reference
Cheque payments:
Please make all cheques payable to ALPHERA Financial Services, quoting your agreement number on the back of the cheque. Cheques should be sent to ALPHERA Financial Services, The Accounts Department, Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB.
Can I update my Direct Debit?
To update your Direct Debit, please login to your agreement through MyALPHERAFinance. Alternatively you will need to complete a new Direct Debit Mandate Form and send it to us via one of the following methods:
By email to customer.services@alpherafs.co.uk
By post to the following address: ALPHERA Financial Services, The Accounts Department, Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB.
Once we receive the mandate back from you it will take 5 days to set it up with your bank. It may be necessary for you to make alternative arrangements for the next payment if it is due within 5 days of us receiving the request. Please note we cannot collect any money due under the agreement from anyone other than you.
My car has been written off/stolen and I am waiting for the money from the insurance company. Should I stop my payments?
If your car has been written off or stolen, please notify us via Customer Services as soon as possible. You must continue making your monthly payments until the matter has been resolved with your insurance company.
Please be advised, if you choose not to maintain your monthly payments this could have an adverse affect on your credit rating and may affect your ability to obtain credit in the future. Interest may be charged on any amounts unpaid.
What do I do if my car has been written off/stolen and my insurance pay out doesn't cover what I still owe on my finance agreement?
If the amount paid out by your insurance company is insufficient to cover the outstanding balance on your agreement, you will be required to pay the difference between the insurance company settlement figure, and the amount due to us in settlement of your agreement.
If, however, you have Shortfall Insurance and have paid all the premiums, this will likely pay the difference between the insurance company settlement and the amount due to settle your agreement.
Can I make additional payments on my finance agreement?
You can make additional payments against your agreement, however, you will require a quote before any payments can be made. Please login to your agreement through MyALPHERAFinance or contact Customer Services to receive this.
I have received a Notice of Sums in Arrears from you even though I have agreed a payment plan. What should I do?
If you are currently in a payment plan or have previously taken a payment deferral with us and since received Notice of Sums in Arrears, please do not worry. These are regulatory notices which are required by law to send to you for information purposes to keep you up to date with the current status of your agreement. So long are you are maintaining your regular monthly payments, or any payments agreed under a payment plan, you don’t need to take any action.
What is Open Banking?
Open Banking is a quick and efficient way for you to provide us with information regarding your income and expenditure. As responsible lenders, this is information we require to allow us to assess your current financial position to help us consider an affordable repayment plan.
When you agree to participate in Open Banking, you will be sent a link, either by email or SMS, which will allow you to provide us one-time access to your banking information.
Once you have identified the appropriate bank account(s) and agreed to provide the information to us, we are sent a breakdown of your average monthly income and expenditure, providing insight to the disposable income available to you each month after your essential expenditure. We can then review this information and contact you to discuss how we may be able to assist you.
Can I make a payment over the phone?
Our preferred payment method is Direct Debit. This is one of the safest and most convenient ways to make payment and ensures your monthly payment is never forgotten or delayed.
However, for active agreements, you can make a manual payment for any outstanding amounts. To do so, call our 24hr automated payment line on 0370 50 50 125. Please note, the card used must be registered in your name and to the home address we hold on file.
We regret we are unable to accept payment by Credit Card for any final balloon or settlement payments.
I can no longer maintain my payments and would like to return the vehicle
If you have a regulated ALPHERA Select or ALPHERA Hire Purchase agreement you have the right to end the agreement at any time, known as voluntary termination. You must hand back the vehicle and pay the balance to one half of the total amount due under your agreement (if you have not already paid at least one half) and in addition any arrears, excess mileage, and damage charges. We may be able to agree a repayment plan with you for any remaining balance due. This may be subject to an Income and Expenditure review with you to ensure the plan we set is affordable for you.
Details of this right are set out in your agreement under "Termination: Your Rights" and you can see more on our Ending Your Agreement page.
For more information on this option, you can call 0370 50 50 125 and one of our advisors will be happy to help you.
Will a payment plan affect my credit file?
For Active Agreements:
Although a payment plan has been agreed, since the regular instalment is not being made, in full, on the originally agreed date, any amounts outstanding for 28 days or more will report late payment markers to the Credit Reference Agencies until such time the agreement is brought back up to date. For the period you remain in a payment plan with us, this will be reflected as ‘an arrangement’ on your credit file.
For Settled or Expired Agreements:
Providing the first payment of your plan is received within 28 days of any outstanding balance falling due, with any subsequent payments being made as per the agreed plan, no late payment markers will be reported to the Credit Reference Agencies. Should the arrangement break at any point due to non or late payment, late payment markers will be reported until such time the balance is cleared, or the payment plan reset.
My credit file has been impacted
Your credit file may be impacted if you do not maintain your payments. We are required to report factually and therefore any payment outstanding for more than 28 days will be reported to the Credit Reference Agencies.
What does Default mean?
You are in Default when you do not adhere to the terms and conditions of the finance Agreement. An example of this would be not making your scheduled payments on time.
It may be possible to amend your regular payment date.
If you are registered with MyFinance, please log onto your account to see what changes can be made.
Alternatively, please call us on 0370 50 50 125 and one of our advisors will be happy to assist.
I have received a Default Notice
A Default Notice may be issued for continued non-payment and/or a breach of our Agreement terms. Please refer to your Default Notice for details on why it has been issued and if it is possible for you to remedy any breach noted. The notice will also stipulate the expiry date confirming how long the notice is valid for before any further action may be taken by us.
How can I review letters you have previously sent to me?
If you are registered for MyFinance, you will be able to view copies of any arrears communications we have sent to you since April 2022. If you haven’t yet registered, click the link below to do so.
Register for MyFinance
A Default has been recorded against my credit file
A Default will be recorded against a credit file upon termination of the agreement and will remain for 6 years.
Following termination of my Agreement and collection of my vehicle, what happens next?
The vehicle will be sold at auction, with the sales proceeds being offset against any liability you still owe us. If the sale of the vehicle does not settle the balance owed on your agreement, we will write to you, providing you with a Statement of Liability which detail the amount you are required to pay.
I have received a Statement of Liability
This statement outlines the amount you owe us following the sale of the vehicle. To pay this amount or discuss an affordable payment plan, please contact us on 0370 50 50 125. This may be subject to an Income and Expenditure review with you, using Open Banking (with your agreement), to ensure the plan we set is affordable for you.
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…
- View and manage multiple finance agreements
- Request a settlement figure and make an online payment*
- Edit your personal details
- Manage your documents
- Request partial early repayment*
- Update your bank details and amend your payment date
- Manage your options at the end of your agreement**
- View your payment summary
- Manage your marketing preferences
- Mileage calculator available***
*Excludes Personal Contract Hire Customers.
**Applies to Select and Hire Purchase customers only.
***Available for Select and Personal Contract Hire customers only.
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