Alphabet (GB) Limited Avis 

I have been leasing for a long time and the experience with alphabet has been the worst. Never missed a payment but Alphabet informed Experian that I missed a payment, got a parking fine and they messed it up. I had debt collectors due to no payment of fine. I have an email confirming it was paid... Now they want to charge me for road tax. How do they inform me ? An invoice has been raised. Spoke to finance they can't spread the cost unless I am happy for it to affect my credit rating.

Took initial 3 month deposit from my bank OK but then claimed a further 'amount' roughly equivalent to 4 months. Managed to speak with them and promised a refund within 3 days. Repayment not made! Letters to CEO not answered so far so I have requested that my bank reclaims the money and stop placed on current DD. I have offered to continue payments only via invoice or via my setting up a Standing Order to protect myself. My solicitor is on notice to protect my credit file with instructions to look for correction and compensation if necessary. 24 months to go with hopefully less problems - but their admin systems area mess so not hopeful.

Awful customer service completely uncontactable, when you did get in contact they'd never reply to that email. Dismissive of issues, would never use again. Had a decent car with them for two years but the car was the only good thing .
Edit to reply: I emailed my nominated customer service agent, via their company email, numerous times without response. Not just once. Several times. Nothing. Ever. Not even a courtesy reply .
Update. Funnily enough now I've left a bad review they won't leave me alone! Multiple calls and voicemails. Couldn't contact them for normal service but publicly shame them and they're all over it.
Please stop calling. I have no interest in speaking to you.

FRAUD company. They illegally taken over £5k DD out of my account!!. I have no car leased with them. I have not instructed them or signed a DD mandate.
They asked for info I sent them it all. All I get is an error has occurred!!
An error!! I asked them to send me a copy of the dd mandate/ or evidence of who instructed them to take a DD.
Even better which car do I have, as the car in my driveway is bought and paid for and nothing to do with ALPHABET!
I’m now over drawn it’s Friday. Zero money over the weekend. FRAUD FRAUD FRAUD- no answers being provided!

I felt compelled to write a review seeing all the 1*. I have used Alphabet (via my company) for about 12 years now and have always found them honest and respectful. Furthermore, their ability to go above and beyond (i.e. with ordering dates near plate change and willingness to defer a few weeks for a new plate :-) is welcomed.

The company is a disgrace and tshould not be allowed to operate. I leased a car through them then had to chase them for 3 months to pick up the car after the lease finished. Then I requested & paid the final invoice which was inclusive of excess mileage. Then apparently invoiced me for excess mileage which I never received then added a series of missed payments on my credit file for my monthly hire 8 months after I gave the car back and now I cannot speak to anyone willing to help and now stopping me getting a mortgage and not one employee cares. The worst customer experience you could ever receive how is there not a ombudsman regulating their extremely poor practice?

Extremely pathetic customer service
The lease contract has ended over a month ago, payment for excess mileage paid and account closed
Inspite of that getting repeated invoice e mails, when i ring, no one has a clue as to what is happening
Disappointing, below average lease company
I have always been with Lex Autolrase and they are great
Glad thst my contract has finished, will never go with them, stay away !!!!

Having read almost every review on here it is extremely concerning that this organisation is still providing terrible customer service in all departments and not learning from previous very poor customer experiences.

In respect of my issues. I have leased a BMW from this organisation for the last 3 years.

Earlier this year I changed my bank details for monthly repayments which they confirmed was received and in place. Subsequently they attempted to make a payment from my previous closed account which of course failed. Very quickly a missed payment was recorded on my credit file, and I didn’t pick up the missed payment immediately as I was working overseas at the time. Once I notified them they advised they would adjust my credit report as it was their error. However I did have to chase them up the following month as it wasn’t done.

After recently checking my credit report, I found they had recorded a missed payment for July which was incorrect, payment had been made. I called their collection department who quite proudly informed me I was not the first customer this week to complain that this has happened. I was assured that it would be amended within 2 weeks.

I cannot trust this organisation to record accurate information on credit files, so therefore I am having to spend over £25 a month on checking my credit files to ensure they are not recording false information which is unacceptable.

I have never had any issues with other credit agreements being accurately recorded on credit reference reports.

Would not use this organisation again when I am looking for my next lease vehicle.

We took delivery of a brand new VW vehicle from Alphabet GB Limited in September 2024, and from that point forward, it has been nothing short of a disaster. The car has spent more time in the garage than on the road – we’ve only had 52 days of usable time with the vehicle in nearly a year. That’s not just inconvenient, it’s completely unacceptable.

In January 2025, we attempted to reject the vehicle due to its persistent faults. Alphabet GB’s response? Total radio silence. They failed to follow their own complaints procedure, ignored repeated calls and emails, and made absolutely no effort to resolve the matter. Their communications are appalling – no one ever picks up the phone, no one ever calls back, and getting any meaningful response is like trying to get blood from a stone.

We’re now caught in a situation so ludicrous it would be laughable if it weren’t so infuriating: the vehicle is not as described, the company is uncontactable, and we’re effectively trapped in a one-sided agreement with no support, no solution, and no accountability. We’re left asking the ridiculous question – how do you complain about a complaints department that doesn’t function?

This company has demonstrated an utter disregard for customer service, accountability, and professionalism. If you’re considering Alphabet GB for your vehicle leasing needs, do yourself a favor: run in the opposite direction.

Update in response to Alphabet's reply:
No one has contacted me, and the customer experience representative is not returning my calls. What am I supposed to do? This is ridiculous.

A very poorly run company. Many different departments issuing very different advice and no central log of calls or decisions. I’ve been messed about for 4 months from department to department and still no outcome after returning a new car which was problematic.

Update:

And the cherry on top of the cake, is due to being wrongly invoiced for a car I haven’t owned for 4 months. This company have now marked me with unpaid invoices and now my business credit rating is impacted and I’ve just been refused credit with a competitor.

Awful experience from start to finish. Avoid at all costs if you can.

They are a computer says no company. Once my contract ends I would not use this company again. You can’t talk to customer services, my car is pointless to have. Had BMWs for over 12 years. Will never buy another one being told I had no choice but to use this company for business finance

During the Christmas period, Alphabet was scheduled to collect our company vehicles but failed to do so. Following this, we contacted them and were given clear assurances that we could keep the cars in a safe location and that all associated costs would be covered by them.

However, Alphabet later denied responsibility for the vehicle collection charges, acknowledging only the storage fees. We explained that, having cancelled our insurance policies on the vehicles, we had no option but to arrange for a third-party storage provider to collect and store them—based on Alphabet’s earlier commitment to cover all related costs.

This company is useless. They riddle their way out of anything by just ignoring customers, offering offensive “goodwill” gestures and then closing complaints.

Do not lease a vehicle with Alphabet!

As an Alphabet customer this company is terrible. I had to pay out £78 of my own money to get a vehicle repaired as the dealership is took it to was not in their maintenance list. I was told on 3 occasions that I would be reimbursed and despite calling and emailing i am still waiting to be repaid. DO NOT USE THIS COMPANY of Scammers

Paid on time for 3 years and when it’s now coming to them collecting the car not getting a single response! Been trying since 29/03 for a return date, email back said a response in 5-6 days still no response. Emailed CS, returns and requested manager to email me nothing.

Will not recommend them to anyone.. I know they are delaying it for me to pay for MOT.

Will be making a formal complaint.

EDIT: If only your responses to important things like returning a car were as quick as your responses to trust pilot reviews! Definitely something your business should re-consider being a priority!

Unfortunately, my experience with Alphabet has been disappointing. Due to issues with the car manufacturer, my vehicle was never delivered. While I understand that supplier delays are sometimes unavoidable, it is concerning that Alphabet appears to have no control or influence over its suppliers, despite being part of BMW UK. One would expect a company of this scale to have processes in place to mitigate such issues and provide resolutions for customers.

Additionally, the handling of my complaint has been unsatisfactory. I was assured that Georgie, from the complaints team, would provide an update on Monday, 1st April. However, no update was given, and despite my email on the same day requesting to cancel the contract while continuing to pursue the complaint, I received no response by Tuesday, 2nd April. When I attempted to call, I discovered that the office was closed for training. It is highly frustrating that the company would shut down all phone lines for training rather than maintaining a skeleton staff to assist customers.

I was informed that I could terminate the contract penalty-free, yet my cancellation request has gone unanswered. The email was sent to a shared mailbox, and even after escalating the matter to Gemma Fisher, the manager, I still have not received a response.

This level of service is unacceptable, and I would caution others to carefully consider their options before dealing with Alphabet.

Tried to Novate a finance agreement, after checking their T&C'S I met everything but still had a firm NO. Even offered to make all outstanding payments in advance on Novation which was still a NO. My BMW dealer said Alphabet do not Novate lease agreements and they have never known a Novation be agreed, so why do they offer it. They would not engage in a conversation and would not explain their decision.

If I could give 0 stars I would! Driver line is diabolical to use, so many menu options to pick from, followed by more menu options and then on hold for a lifetime to speak to anyone! Maintenance package is a joke, drivers sat in a pre-booked service appointment waiting for authorisation for a bloody oil change! Previous to this had to wait hours for new tyres to be fitted. The whole service is a joke!

For anyone that isn't aware, Alphabet (GB) Limited is owned by BMW. It's interesting that we lease a BMW IX from BMW in Shrewsbury and they told us there was nothing wrong with the car. We then sent it to BMW in Stafford with its constant, never ending problems and it has spent more time in the BMW garage getting 'repaired' than it has on our own driveway. We have tried rejecting the car as it simply is not fit for purpose but Alphabet i.e. BMW keep telling us that we have to pay them to get out of the leasing contract even though the car is constantly faulty. I am now attempting to get a full list of problems that we have experienced with the car from both BMW garages and surprise, surprise, they want to speak to me but every time I ring them back they are busy and emails do not get answered. What a surprise. DO NOT TRUST THIS COMPANY. DO NOT TRUST BMW.

Our dealings with Alphabet GB were that we purchased from them our sons ex lease car.
When I saw the reviews on here for this company we almost said to our son we would not bother. We expected it to go wrong.
However, being fair about it, the process went very smoothly and in the main they were very good to deal with.
They communicated well with us, explained the process throughout and generally speaking everything happened exactly how they said it would, without any problems.
The only very slight negative we would have is that at one point we emailed 4 specific questions to them but they only answered 2 of them in their reply. We had to email again to get the other 2 questions answered.
Other than that though, our dealing with them were very good.