Your Finance Agreement
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General
How much will it cost me to pay off my agreement early?
This will depend on a number of factors. You will need to either submit a request for a settlement figure via our online contact form or contact us on 0870 5050 125.
Can I take my car abroad?
Subject to your motor insurer's terms and conditions, you can take your vehicle to any country in the EU for a continuous stay of up to 30 days and cannot exceed 60 days in any calendar year. If you plan to travel abroad, please contact our Customer Service Team on 0870 5050 125 to inform us and contact your insurer also.
I have a problem with my vehicle, what do I do next?
In the first instance you should address any concerns you have with your vehicle with your supplying dealer who will be happy to assist you. If you need to discuss this with us further please contact us on 0870 5050 125 with details of your vehicle (including mileage) and the problem you are experiencing.
How can I check whether the car I'm thinking of buying has finance outstanding on it?
You can speak to your supplying dealer who will be able to check this for you or you can check direct with HPI at www.hpicheck.com.
Making changes to your Agreement
How do I move my payment date?
You will need to contact us on 0870 5050 125 to request a different payment date. We can move your payment date to within 15 days of your original payment date. The first date change you request is free of charge, any subsequent changes are charged at £50.00.
How do I update my bank details?
You will need to complete a new Direct Debit Mandate Form and send it to us via one of the following methods:
• By e-mail to customer.services@alphera.co.uk
• By post to the following address: ALPHERA Financial Services, Customer Services Department, Europa House, Bartley Way, Hook, Hampshire, RG27 9UF.
• By fax on 0870 5050 285
Once we receive the mandate back from you it takes 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.
How do I notify you of changes to my personal details?
You can submit your new personal details to us via the following methods:
• Online by clicking here
• By post to the following address: ALPHERA Financial Services, Customer Services Department, Europa House, Bartley Way, Hook, Hampshire, RG27 9UF
Please note that if you have changed your name, we will need to see a copy of your marriage certificate or the deed poll.
Can I transfer my agreement to someone else?
No - our agreements are non transferable.
Is it possible to extend my agreement?
This may be possible under certain circumstances but you will need to contact us on 0870 5050 125 for further details.
Payment Queries
How much will it cost me to pay off my agreement early?
This will depend on a number of factors. You will need to either submit a request for a settlement figure via our online contact form or contact us on 0870 5050 125.
If you can't find the answer to your question on our website, click here to submit a query to us or contact us on 0870 5050 125. Our lines are open 8.00am to 7.00pm Monday to Friday and 9.00am to 5.00pm on Saturdays.
How do I move my payment date?
You will need to contact us on 0870 5050 125 to request a different payment date. We can move your payment date to within 15 days of your original payment date. The first date change you request is free of charge, any subsequent changes are charged at £50.00.
How do I update my bank details?
You will need to complete a new Direct Debit Mandate Form and send it to us via one of the following methods:
• By e-mail to customer.services@alphera.co.uk
• By post to the following address: ALPHERA Financial Services, Customer Services Department, Europa House, Bartley Way, Hook, Hampshire, RG27 9UF.
• By fax on 0870 5050 285
Once we receive the mandate back from you it takes 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?
You must continue making your monthly payments until the matter has been resolved with your insurance company. * Please ensure that you notify us on 0870 5050 125 as soon as possible after the theft or accident.
* 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 is written off / stolen and my insurance pay out doesn't cover what I still owe on my finance agreement?
Please note that if the amount paid by your insurance company is insufficient to cover what is still outstanding 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've taken out Alphera Shortfall insurance and paid all the premiums relating to this, this insurance cover will meet the difference between the insurance company settlement and the amount due to ALPHERA Financial Services to settle your agreement.
Can I take a payment holiday?
ALPHERA Financial Services does not operate a payment holiday policy.
I'm having difficulties making my monthly payments, what should I do?
Please contact us on 0870 5050 125 so that we can discuss your current situation and the possible options available to you.
* If you have taken out Alphera Income Protection insurance we will be able to advise if you are eligible to make a claim.
* Please be advised that 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.
I've missed a payment(s) / one of my payments has been returned, what should I do?
If you make your monthly payments by Direct Debit, you should contact your bank in the first instance. For all other methods of payment, you should contact us immediately on 0870 5050 125. It is important that you keep in contact with us to advise us of the situation and also to discuss how your payment(s) can be brought back up to date. Please contact us on 0870 5050 125 and we will be happy to discuss the options available to you.*
* Please be advised that 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.
How can I make payments?
• Direct Debit - To make payment by Direct Debit or to change your bank details please contact us on 0870 5050 125. You will need to complete a Direct Debit Mandate Form to confirm your new account details. Please be advised that we may ask for additional information if the bank account is not in your name.
• Card Payment - Payment can be made via the card payment line on 0870 5050 125. We accept the following credit or debit cards at no additional cost to you: Switch / Solo, Visa Debit / Visa Electron, MasterCard/ Maestro/ Visa, American Express. This is the quickest way to make a payment. We are not able to accept credit cards for settlement of the finance agreement.
• Bank Transfer - If you would like to make a payment against your finance agreement by bank transfer please contact us on 0870 5050 125 and we will provide you with our bank details.
• Standing Order - If you would like to make your monthly payments by standing order please contact us on 0870 5050 125 and we will provide you with our bank details together with the instruction you need to complete and take to your bank.
• Cheque Payments - Please send all cheque payments, made payable to ALPHERA Financial Services, to the following address quoting your agreement number on the reverse of the cheque:
ALPHERA Financial Services, The Accounts Department, Europa House, Bartley Way, Hook, Hampshire, RG27 9UF
Glossary of Terms
APR
APR stands for Annual Percentage Rate. When you borrow money on an agreement regulated by the Consumer Credit Act, lenders are required by law to quote this rate. The APR calculates the total amount of interest that will be paid over the whole term of the loan while taking into account any additional charges that the borrower has to pay.
Balloon
The payment due at the end of Select agreements.
Administration fees
These fees are to cover the set-up and maintenance of your finance agreement and include the first part of a Credit Arrangement Fee payable with your first monthly payment and the second part of a Credit Arrangement Fee together with an Option to Purchase fee payable with your last payment.
BVRLA
British Vehicle Rental and Leasing Association. Click here to view the BVRLA Fair Wear and Tear Guide.
FLA (Finance and Leasing Association)
We are full members of the Finance and Leasing Association (FLA) and we follow the FLA's Lending Code. We participate in their complaints handling, conciliation and independent arbitration schemes. You can obtain a copy of the Code by visiting their website www.fla.org.uk or by calling the FLA on 020 7836 6511.
Terms and Conditions
The terms and conditions on which your agreement with us is based on can be found on the reverse of your finance agreement. These terms and conditions are binding and are not superseded by explanations given on this website. All insurance products detailed are subject to the insurance provider's terms and conditions contained in the relevant policy documentation.
If you can't find the answer to your question on our website, click here to submit a query to us or contact us on 0870 5050 125. Our lines are open 8.00am to 7.00pm Monday to Friday and 9.00am to 5.00pm on Saturdays.