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Most frequently Asked questions.

Top FAQ.

Questions relating to COVID-19

‘Due to the rapidly evolving coronavirus pandemic, we are experiencing higher than usual call volumes as an increasing number of customers are trying contact us. Our staff are on hand, working remotely to take your call although our response times may be longer than normal. We would like to thank you for your patience and remind you that you can find useful information here on our website which has answers to frequently asked questions regarding finance agreements. You may also find it more convenient to email your query to us. Please provide as much information as possible around your query and we will be in touch as soon as we can’.

If you are a ALPHERA Financial Services customer and you are concerned about your upcoming payments, please use our online contact form.

 

Payment Queries

 

Can I take a payment holiday?

For ALPHERA Financial Services customers experiencing temporary financial difficulties as a result of COVID-19, we have been able to provide support – known as a Payment Deferral – via an online process.
 
Following the latest guidance published by the Financial Conduct Authority (FCA) in November 2020, applications for an initial or additional Payment Deferral closed on 31 March 2021. Customers with a Payment Deferral covering payments beyond 31 March 2021 will be entitled after this date to apply to extend their deferral providing these deferrals cover consecutive payments and subject to the maximum of 6 months in total. Also, a Payment Deferral must not cover any payments after 31 July 2021.
 
The maximum length of deferred payments remains six months in total. 
 
If you have resumed monthly repayments after an initial Payment Deferral and experience temporary financial difficulties again due to COVID-19, you can apply for a further deferral of up to three months (subject to a maximum of six months’ deferred payments overall when taking into account previous deferred payments). 
 
Any application should be made at least five working days before your next monthly payment becomes due. 
 
For more information on Payment Deferrals, please click here.
 
Free and impartial debt advice and money guidance is available at not-for-profit debt advice bodies. Please see:
 
The Money Advice Service’s Navigator Tool and Debt Advice Locator Tool, and
 
 
If you are experiencing payment difficulties we strongly recommend that you access the help that you feel best suits your circumstances.
 
You can get guidance or not-for-profit debt advice through both digital and telephone services and, subject to local and national pandemic restrictions, face to face. See www.moneyadviceservice.org.uk for details.

 

Has ALPHERA Financial Services sent me a text to ‘activate a repayment plan’ during this COVID-19 pandemic. Is this genuine?

During the current COVID-19 emergency we have been made aware that criminals are sending fraudulent SMS text messages to large numbers of UK consumers encouraging them to reply. We strongly recommend that our customers do not respond to them.

ALPHERA Financial Services will only ever send you an SMS text message to notify you that we have received a communication from you, such as an online form, email or voicemail. We will never request that you respond to a text message regarding your finance agreement. For customers experiencing financial difficulties due to COVID-19 who have contacted us and are awaiting a response, our team of expert advisors will contact you individually by telephone to discuss your circumstances and explain your options.  

 

Will you allow me to defer my payment if I am having difficulty with making my payments?

For ALPHERA Financial Services customers experiencing temporary financial difficulties as a result of COVID-19, we have been able to provide support – known as a Payment Deferral – via an online process.
 
Following the latest guidance published by the Financial Conduct Authority (FCA) in November 2020, applications for an initial or additional Payment Deferral closed on 31 March 2021. Customers with a Payment Deferral covering payments beyond 31 March 2021 will be entitled after this date to apply to extend their deferral providing these deferrals cover consecutive payments and subject to the maximum of 6 months in total. Also, a Payment Deferral must not cover any payments after 31 July 2021.
 
The maximum length of deferred payments remains six months in total. 
 
If you have resumed monthly repayments after an initial Payment Deferral and experience temporary financial difficulties again due to COVID-19, you can apply for a further deferral of up to three months (subject to a maximum of six months’ deferred payments overall when taking into account previous deferred payments). 
 
Any application should be made at least five working days before your next monthly payment becomes due.
 
For more information on Payment Deferrals, please click here.
 
Free and impartial debt advice and money guidance is available at not-for-profit debt advice bodies. Please see:
The Money Advice Service’s Navigator Tool and Debt Advice Locator Tool, and
 
 
If you are experiencing payment difficulties we strongly recommend that you access the help that you feel best suits your circumstances.
You can get guidance or not-for-profit debt advice through both digital and telephone services and, subject to local and national pandemic restrictions, face to face. See www.moneyadviceservice.org.uk for details.

 

What does the FCA guidance on Motor Finance mean for me?

For ALPHERA Financial Services customers experiencing temporary financial difficulties as a result of COVID-19, we have been able to provide support – known as a Payment Deferral – via an online process.
 
Following the latest guidance published by the Financial Conduct Authority (FCA) in November 2020, applications for an initial or additional Payment Deferral closed on 31 March 2021. Customers with a Payment Deferral covering payments beyond 31 March 2021 will be entitled after this date to apply to extend their deferral providing these deferrals cover consecutive payments and subject to the maximum of 6 months in total. Also, a Payment Deferral must not cover any payments after 31 July 2021.
 
The maximum length of deferred payments remains six months in total. 
 
If you have resumed monthly repayments after an initial Payment Deferral and experience temporary financial difficulties again due to COVID-19, you can apply for a further deferral of up to three months (subject to a maximum of six months’ deferred payments overall when taking into account previous deferred payments). 
 
Any application should be made at least five working days before your next monthly payment becomes due. 
 
For more information on Payment Deferrals, please click here.
 
Free and impartial debt advice and money guidance is available at not-for-profit debt advice bodies. Please see:
 
The Money Advice Service’s Navigator Tool and Debt Advice Locator Tool, and
 
 
If you are experiencing payment difficulties we strongly recommend that you access the help that you feel best suits your circumstances.
 
You can get guidance or not-for-profit debt advice through both digital and telephone services and, subject to local and national pandemic restrictions, face to face. See www.moneyadviceservice.org.uk for details.

 

Will my credit file be impacted as a result of the COVID-19 situation?

While in more ‘usual’ times, ALPHERA Financial Services has an obligation to record arrears with credit reference agencies, in the current extraordinary circumstances where your current financial difficulty is solely as a result of COVID-19, we will not record any adverse information on your credit file as a result of a payment deferral.

However, we and other lenders may take into account other information resulting from a Payment Deferral when making future lending decisions, including, for example, information provided by applicants or bank account information. Therefore a deferral may have some impact on future lending decisions about you.

Please be aware that we will report any future arrears in the usual way, so it is important that you are sure you can afford the increased payments following the deferral.

For further information on Payment Deferrals, please click here

If you are experiencing ongoing financial difficulties at this time you should call us on 0370 5050 125 to discuss the options available to you.

 

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 ALPHERA Partner can arrange this for you or alternative call us directly on 0370 5050 131.

If you need a shorter term solution, please call our Customer Services team on 0370 5050 125.

If you no longer need your car you also have the option of returning it at the end of your finance agreement. Click here for more information on this process.

Please note if you have been granted a payment deferral, your balloon date will have been changed in line with the extension of your agreement. For further information on Payment Deferrals, please click here.

 

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 dealer 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.

 

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.

 

What does the updated FCA guidance on Repossessions (published 27 January 2021) mean for customers?

In line with Financial Conduct Authority (FCA) Guidance on Repossessions issued on 27 January 2021, BMW / MINI / ALPHERA Financial Services continues to engage with our customers to ensure that any repossession activity is only undertaken as a last resort.

Any Repossession activity will be completed in accordance with all relevant Government Public Health guidelines, including with regards to social distancing and shielding.

For further information on the latest published FCA Guidance on Repossessions please visit: https://www.fca.org.uk/publications/finalised-guidance/finalised-guidance-consumer-credit-and-coronavirus-updated-tailored-support-guidance-firms

 

What are your bank details?

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

 

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.

 

I have received a Notice of Sum in Arrears from you even though I have agreed a payment plan or payment deferral due to COVID-19. What should I do?

If you have already arranged a Payment Plan or Payment Deferral with us and since received a ‘Notice of Sum in Arrears’, please don’t worry. As is stated on the correspondence sent to you regarding your payment plan or payment deferral, these are regulatory notices which we are obliged to send. We are required by law to send these to you for information purposes to keep you up to date with the current status of your agreement. 

If you have received a Notice of Sum in Arrears no further action is required in relation to any payments covered by a Payment Plan or Payment Deferral providing you are adhering to these arrangements. You will need to take action in relation to any other arrears shown on a Notice of Sums in Arrears.

 

How can I contact ALPHERA Financial Services?

If you wish to update your personal details, change a payment date, request a settlement figure or arrange a vehicle collection you can self-serve using our MyALPHERA Finance facility here.

For matters that can’t be answered via the online FAQs or MyALPHERA Finance, our Customer Support teams are working from home and are available to provide the support and service customers expect on 0370 50 50 125 (8am–7pm Monday to Friday and 9am–5pm Saturday). 

Calls are charged at the local rate, plus your phone company’s access charge.
Please be aware that we are still experiencing high volumes of enquiries as a result of the ongoing impacts from COVID-19, so telephone waiting and email response times may be longer than usual.

You can also write to us at:
ALPHERA Financial Services
Phoenix One
59 - 63 Farnham Road
Slough
SL1 3TN

Email us at:
customer.services@ALPHERAfs.co.uk

We aim to respond within 48 hours

ALPHERA Insurance

Following the FCA announcement on guidelines for insurance products, if you have any queries or concerns regarding your ALPHERA Protect products (Branded Shortfall, Tyre and Cosmetic Repair Insurance), please contact Mapfre via email: enquiries@mapfre.co.uk

 

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?

Automotive manufacturing is an industry which relies on a global supply chain and Coronavirus has impacted different countries around the world at different times to differing extents. Whether Coronavirus will result in a delay to the delivery of your new vehicle will depend on the specific details of your order. Please contact your Dealer for advice.

Will I need to pay for my new car if I haven't yet taken delivery?

You will not need to make a payment for a vehicle that you have not taken delivery of.

 

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 3 followed by option 3 again.

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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