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Most frequently Asked questions.

Top FAQ.

Questions relating to COVID-19

Payment Queries

Can I take a payment holiday?

If you have concerns about your ability to pay your finance agreement as a direct result of COVID-19, please be assured that ALPHERA Financial Services will support our customers with a range of alternative options based on their individual circumstances - which could include significantly reduced payments for a number of months.

We believe that treating each customer as an individual, based on an understanding of their personal requirements and circumstances, is the best way for us to provide support during times of difficulty and especially so during the unprecedented COVID-19 emergency. Please be aware that our teams who provide this one-to-one support are currently experiencing unprecedented levels of demand. Our teams are working hard to support those customers who are most in need right now, which means our telephone waiting and email response times are significantly longer than usual.

Our team of experienced advisors review each individual’s situation and work with them to provide suitable support. Due to the nature of our finance agreements deferring your payment completely is not possible, although we may be able to significantly reduce your payments for a number of months.

We would kindly ask that unless you have an immediate financial need, please contact us via the email address below so that we can prioritise our telephone lines for those individuals who most require our help right now. If you are in need of immediate financial assistance and support, please contact our team of experienced advisors on 0370 5050 125  who are available 8:30am-6.00pm Monday to Friday and 9.00am-12:30pm on Saturday.

If you are concerned about your ability to pay your finance agreement in future as a result of COVID-19, we would like to understand more about your current situation in order to be able to know how we can assist. Please email us at: Customer.accounts@alphera.co.uk and provide as much information as possible in response to the following five questions:

  1. What is your current employment status?
  2. How has COVID-19 impacted you and your ability to work? How do you envisage this will impact you financially?
  3. What is your employer’s position? What communication have you had from them? Are you entitled to sick pay or reduced pay?
  4. What arrangements do you have in place for your other finances?            
  5. How does COVID-19 impact your ability to pay the vehicle and finance costs?

 

Please also include your mobile telephone number so that a member of the team can contact in case a call back is required.

This information will allow us to assess each customer’s needs on a case-by-case basis. Our teams will endeavour to respond to your email as soon as possible, but please be aware that in the present circumstances it may take around one week for us to get back to you with a response. Many thanks for your patience at this extraordinary time.

If you are experiencing financial difficulties or are concerned about the financial impacts of COVID-19, the following not-for-profit organisations also provide free, confidential and impartial debt advice and support:

Citizens Advice – www.adviceguide.org.uk

National Debtline – www.nationaldebtline.co.uk

Money Advice Service – www.moneyadviceservice.org.uk

Will my credit file be impacted as a result of this situation?

What is possible in this regard is not yet clear and we will be considering how to properly reflect the unique nature of these circumstances in any actions we may take within our customers credit files.  This response will be updated as more is known.

What happens if my balloon payment is due to come out?

At the end of your finance agreement you have a number of options available if you do not want to pay the final balloon payment. If you would like to keep your car you can spread the cost of the final payment by arranging a refinance. Your Retailer can arrange this for you or alternative call us directly on 0370 5050 131. If you need a shorter term solution you could extend your current agreement for up to three months. To discuss this option call our Customer Services team on 0370 5050 125 Option 2. If you no longer need your car you also have the option of returning it at the end of your finance agreement. Click here (link to return section of website) for more information on this process.

I’ve not yet signed my finance agreement but I’m concerned about my ability to pay as a result of COVID-19

For any customers who have not yet signed a finance agreement, but have concerns about their ability to make their payments for a vehicle as a result of COVID-19, we would advise you to discuss this with your Retailer prior to signing any finance agreement. 

If you are still uncertain after this discussion we would encourage you to consider postponing your decision until matters become clearer.

What are your bank details?

Our bank details are as follows;
- Bank Name:                     BNP Paribas
- Payee:                             Alphera Financial Services
- Sort Code:                       40-63-84
- Account Number:            85913123
- Reference:                      Please include your Agreement number as a reference

 

What details should I include when sending you funds via a bank transfer?

Please include your agreement number as your payment reference so that we can allocate the funds to your agreement.

 

Vehicle Collection

How do I rebook my vehicle collection appointment as a result of COVID-19 and will I be charged for rebooking?

In accordance with UK Government guidelines and social distancing measures to reduce the transmission of COVID-19 , all non-essential business locations (including car dealers) have been closed temporarily for at least three weeks effective from Monday 23 March 2020. As a result, all vehicle collections and deliveries have been suspended during this period. Safeguarding the health of you, other customers, our drivers, employees and the wider public has to be our priority at this time.

Although we will be unable to collect your vehicle as planned, you will not be charged to re-book this collection. We will contact you to re-book the vehicle collection when COVID-19 restrictions are lifted and we are able to arrange these again.

If your finance agreement for the vehicle due to be collected includes a final balloon payment, you also have a number of options available if you do not wish to pay this balloon payment. If you would like to keep your car, you can spread the cost of the final payment by arranging a refinance (subject to underwriting checks). Please call us directly on  0370 5050 131. If you require a shorter term solution, you could extend your current agreement for up to three months. To discuss this option call our Customer Services team on 0370 5050 125 Option 2.

Will I be charged excess mileage if my vehicle collection is delayed?

You may use your vehicle for essential travel in line with the UK Government recommendations. We will allow additional mileage as long as it is reasonable given the length of delay due to COVID-19. If you want to drive the car then you must keep it fully insured.

Are all vehicle collections suspended?

All Vehicle Collections have now been suspended.

The UK Government have advised on social distancing measures in order to reduce the transmission of Coronavirus and regrettably we are having to suspend all Vehicle Collection appointments. Safeguarding the health of you, other customers, our drivers, employees and the wider public has to be our priority at this time.

Although we will be unable to collect your vehicle as planned, you do have a number of options available if you do not want to pay the final balloon payment. If you would like to keep your car you can spread the cost of the final payment by arranging a refinance subject to underwriting checks. Please call us directly on  0370 5050 131. If you need a shorter term solution you could extend your current agreement for up to three months. To discuss this option call our Customer Services team on 0370 5050 125 Option 2.

Will I still be able to pick up my new car during the COVID-19 pandemic?

All non-essential business locations (including car dealers) have been closed temporarily for at least three weeks effective from Monday 23 March 2020. As a result, all vehicle collections and deliveries have been suspended during this period. Safeguarding the health of you, other customers, our drivers, employees and the wider public has to be our priority at this time. We will contact you to re-book the vehicle collection or delivery when the restrictions on travel are lifted and we are able to arrange these again. 

Do I need to keep my vehicle insured if my collection is delayed due to COVID-19?

If you want to drive the car you must keep it fully insured. You remain responsible for ensuring you have the right insurance in place to cover your usage of the vehicle.  If your vehicle will remain unused while you await collection, we will insure the vehicle ourselves to protect our asset.  You will not be able to drive the car during this time as you will not be insured to drive it. As you do not have our consent to drive the vehicle, it will not be covered by the terms of any other insurance policy. You must also give us your current mileage at this point and it will be checked again at the point when the vehicle is collected.

Do I need to keep my vehicle taxed during COVID-19?

Yes, currently it is still your responsibility to ensure that your vehicle is taxed during the COVID-19 emergency. We are in discussions with the Driver and Vehicle Licensing Agency (DVLA) about this topic and are awaiting further clarification on the matter.

My MOT is due in the near future. Do I need to have this done during COVID-19?

Yes, currently it is still your responsibility to ensure that your vehicle is taxed during the COVID-19 emergency. We are in discussions with the Driver and Vehicle Licensing Agency (DVLA) about this topic and are awaiting further clarification on the matter.

Will I be charged excess mileage if my vehicle collection is delayed?

You may use your vehicle for essential travel in line with the UK Government recommendations. We will allow additional mileage as long as it is reasonable given the length of delay due to COVID-19. If you want to drive the car then you must keep it fully insured.

I cannot pick up my new vehicle. Can I use my current vehicle (which I have voluntary terminated) until I can collect my new vehicle?

Yes, you can use your vehicle for essential travel and we will allow for some additional mileage, as long as it is reasonable given the length of delay due to COVID-19. If you want to drive the car then you must keep it fully insured.

If you cannot collect my vehicle can I still Voluntary Terminate my agreement and not make any more payments?

Yes, your agreement will be terminated and we will not take any more payments. We will arrange collection of the vehicle when the current restrictions on vehicle movements are lifted.

I do not have room to store the vehicle while waiting for it to be collected. What should I do?

We would ask for your forbearance and understanding that the restrictions on vehicle collections and movement are beyond our control during the COVID-19 public health emergency.  We will collect your vehicle as soon as possible but it does remain your responsibility until we can arrange collection. Should you have to pay parking permit charges during this period, we will look to reimburse these additional costs incurred as a result of any delay to your vehicle collection due to COVID-19. Please be aware that you will be asked to provide evidence of the charges for any additional costs which you request to be reimbursed.

What happens if my vehicle collection has been cancelled as a result of COVID-19?

In accordance with UK Government guidelines and social distancing measures to reduce the transmission of COVID-19 , all non-essential business locations (including car dealers) have been closed temporarily for at least three weeks effective from Monday 23 March 2020. As a result, all vehicle collections and deliveries have been suspended during this period. Safeguarding the health of you, other customers, our drivers, employees and the wider public has to be our priority at this time. We will contact you to rearrange your vehicle collection appointment once the COVID-19 restrictions have been lifted.

Can I just leave the keys in the car or in a designated place for the driver to collect?

If you insist on this approach you will be liable if anything happens to the vehicle before the driver arrives. Also you will not have sight of the result of the completed inspection but will be charged for any damage recorded.

How do I know my driver is not infected?

Our providers are given the same advice from the government and are provided with additional measures to protect themselves and our customers.

 

New Orders

Can I extend my agreement?

Yes you can extend your agreement up to 3 months. Contact us on 0370 5050 125 to explore your options.

Will the Coronovirus delay delivery of my new vehicle?

This will depend on the specific details of your order. Please speak to your Dealer for advice.

 

Agreement Cancelation. 

I’ve signed my finance agreement. How does this impact my 14 day right to withdrawal? 

You have 14 days to withdraw from the agreement starting on the day after you signed the agreement. If you exercise your right to withdraw, you must repay the credit in full plus interest (accrued up to the date you repay) within 30 days. Details of how to withdraw and the daily amount of interest are set out on the front of your finance agreement. If you have signed a finance agreement but not yet taken delivery of the vehicle, you are able to cancel your agreement without charge.

 

Bereavement Process.

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. As you may already be aware, UK law only allows us to discuss any finance arrangement(s) with specific people – the Personal Representative(s) of the Estate – and only after we have seen certain documents.  

As a result of the current Coronavirus pandemic, we are experiencing exceptionally high call and email volumes across our business, but would like to reassure you that we are here to help. We would ask that you contact us via email at bereavement.support@bmwfin.com at this time to avoid you having to wait on the phone and to ensure we are able to review your query and respond to you at the earliest convenience.

What do we require?
As a first step we would require the following:
1. An original death certificate, or an original interim death certificate, or a Death Certificate Verification Form completed by a solicitor; and 
2. A certified copy of the Will (if a Will was made), or a sealed copy of the Grant of Letters of Administration. 

Where possible, we ask that you email these documents to us.  Where we ordinarily require original copies of the death certificate/interim death certificate or Will, a certified copy will be sufficient.  Copies can be certified by your solicitor or local Post Office.  Currently, we understand obtaining such copies may be difficult so please speak with one of our team who can advise you further.

If you would like to talk to one of our advisors please contact our Bereavement Support team on 0370 5050 125 selecting option 7.

For additional support at this time the Cruse Bereavement Care Freephone National Helpline is staffed by trained bereavement volunteers, who offer emotional support to anyone affected by bereavement.  Their helpline is open Monday-Friday 9.30-5pm (excluding bank holidays), with extended hours on Tuesday, Wednesday and Thursday evenings until 8.00pm.   If you feel their services may assist you at this time they can be contacted on 0808 808 1677.

 

General Frequently Asked Questions.

I’d like to choose another vehicle, what should I do?

The easiest way to drive away in a new car or motorcycle is to part-exchange your current vehicle. Simply visit your local Alphera Partner who will be able to explain the options available and give you all the help you need to find the right vehicle and financial solution for your individual needs. 

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 5050 125 at least 60 days before the end of the agreement term to discuss this option further.

Can I keep the vehicle and reschedule my final payment?

If you have an Alphera Select agreement, it may be possible to reschedule your final payment subject to our underwriting criteria. In the first instance, please speak with your local Alphera Partner. Restrictions around term and mileage will apply.

I am returning my vehicle, how do I arrange collection?

At least 10 days before the end of your contract date, call us on 0370 5050 125 or complete the online form to arrange a date for the inspection and collection of your vehicle.

You will be charged a daily fee if your car or motorcycle has not been collected by its end of contract date. You must also have made all monthly payments under the agreement to secure collection.

Our appointed logistics company will inspect your vehicle and you will be charged for any damage that falls outside of the British Vehicle Rental and Leasing Association (BVRLA) ‘Fair Wear and Tear Guidelines’, click here for a copy. 

If you are an Alphera Select customer, you will also need to send us the V5C and MOT certificate at least seven days before the collection date. Please retain section 9 of the V5C, as you will need to complete and send to the DVLA once the vehicle has been collected. 

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.

I have a personalised number plate and am returning the vehicle, what should I do?

Alphera Select: If you would like to keep the plate, please call the DVLA on 0300 790 6802 to obtain a retention certificate. You will receive a new V5C and must then fit the new plates at your own cost. This process can take up to eight weeks so please allow plenty of time before the end of your agreement.

Alphera Contract Hire: Please contact us on 0370 5050 125 to obtain an application to retain a vehicle registration number form V317. This will need to be completed and returned to us, along with the DVLA fee. Once we have received the new V5C from the DVLA, we will forward you confirmation of the new registration number and you will need to arrange for replacement plates to be fitted at your own cost. This process can take up to eight weeks so please allow plenty of time at the end of your agreement. 

What do I need to do on the day of return?

You will need to be present when our appointed logistics company inspects your car or motorcycle, as you are required to sign to agree to its return condition.

Please ensure your vehicle is clean and accessible (with two metres access on all sides), road legal and complete with all documentation, keys and other accessories originally supplied with the vehicle. 

Your vehicle must be taxed, insured and hold a valid MOT when we collect it.

Our appointed logistics company will inspect your vehicle and you will be charged for any damage that falls outside of the British Vehicle Rental and Leasing Association (BVRLA) ‘Fair Wear and Tear Guidelines’, click here for a copy. 

My car has been damaged, what should I do?

You should have your vehicle repaired under your motor insurance policy before returning it to us. Any repairs must be in line with manufacturer recommendations. If there is any unrepaired damage when the vehicle is returned, you will be invoiced for its anticipated reduction in value. This invoice is payable immediately. You are obliged to tell us about any accident damage which has been repaired during the term of the agreement. 

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