Not upheld: Fraud reimbursement (APP scams) complaint against BMW Financial Services (GB) Limited trading as ALPHERA Financial Services

Decision detail

Summary

Mr M complained that Alphera failed to provide appropriate forbearance when he experienced financial difficulties due to long-term sick leave, and that he received poor communication and lacked clarity on post-termination charges. Alphera provided reasonable support including income and expenditure assessments and repayment plans, initially agreeing to token £1 payments and later a sustainable repayment plan for full contractual amounts. However, Alphera failed to attempt further contact between 9 October and 18 November 2025 after missing a scheduled appointment, and did not respond to Mr M's request for clarification about missed correspondence. The ombudsman found the complaint not upheld, determining that the £100 compensation already paid by Alphera was fair and reasonable for these specific failures, and that overall forbearance and customer service were reasonable.

The Ombudsman's reasoning

The ombudsman found that Alphera provided reasonable forbearance by conducting income and expenditure assessments, offering repayment plans, and providing exit options. The initial incorrect information about bankruptcy was corrected promptly. The £50 monthly payment offer was reasonably declined based on the income and expenditure assessment showing Mr M was in deficit. However, Alphera failed to attempt further contact between 9 October and 18 November 2025 after missing the scheduled appointment, and did not respond to Mr M's request for clarification about missed correspondence. These failures caused distress and inconvenience, which the £100 compensation already paid appropriately recognises. The ombudsman found no evidence that customer service fell below a reasonable standard overall, and that Alphera sought to reasonably address Mr M's concerns while providing support.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website