Alphera Financial Services COVID-19 Customer Update
ALPHERA FINANCIAL SERVICES COVID-19 CUSTOMER UPDATE.
25 NOVEMBER 2020
Following the UK Government’s announcement, physical showrooms in England are closed from Thursday 05 November through to Wednesday 02 December.
During this period, ALPHERA Partners remain fully contactable and available to assist both existing and new customers using contactless, digital solutions and with social distancing measures will be in place.
As a responsible company, the health and wellbeing of our customers, partners and employees is of paramount importance to us.
Payment Deferral for Customers impacted by Coronavirus.
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 can now be made until 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.
To hear more about Payment Deferrals and their implications, please view the video message from the CEO of BMW Group Financial Services, Mike Dennett. Please note this video was recorded when the closure date for payment deferral applications was 31 October 2020. This closure date has now been extended - as explained above. All other information in the video remains applicable. The maximum payment deferral period remains six months.
For more information on Payment Deferrals, please click here.
Our ongoing commitment to Customers.
If you have questions about your finance agreement or insurance, the fastest and easiest way to find answers to frequently asked questions is via our online Frequently Asked Questions. This is being regularly updated with the latest information.
Alternatively, 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 our Online Frequently Asked Questions 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).
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.
Please stay alert, stay safe and keep well.