Sorry didn’t see your response. No, I can’t use the online platform as they have restricted my access after closing the account. It’s now been a month since I issued the SAR and I’ve had no response from them.

Ok, I just wonder perhaps with Royal Mail strikes whether they had longer. I have paid by BACS for August and Septembers payment and will be paying Octobers on Monday by BACS too..

Ok.. thanks. Will they come again straight away or do they leave it 7 days? I’m more concerned about Alphera not even acknowledging my letters or SARS

Still not heard back from Alphera, but today I’ve had a note from Grosvenor saying they’ve attending my property - any suggestions what to do as I’ve heard NOTHING from Alphera since my letter earlier this month..

Ok, I will send today. Would you suggest sending over payment for the arrears then or would you wait for their response?

I didn’t know if it was a good idea to send a BACS payment for a terminated agreement? I also don’t have their details but I’m sure I could find it somewhere within my paperwork, if you think it would be beneficial for me to make the payment for September? edit - I’ve actually found their bank details on their website FAQs

Not heard back from Alphera since they signed for my letter re settlement of arrears and SAR on 06.10 - how long would you give it before I do the time order? What do you suggest to do about the payment for September, they haven’t taken as the arrears are just going to keep increasing whilst they sit on it and don’t respond? I called to ask whether they have received the letter NOT to discuss anything further and simply told me it’s not been received despite it being signed for … any ideas?? Thanks

Yes, noted. I will film it! Luckily, I have cctv on my property too. Okay, thanks good to know. Yes, I sent them the SAR which was delivered to them today with a letter proposing that I settle the arrears to ‘reinstate’ the agreement or I will do a time order. you’d think they would just accept the payment for the arrears and get on with it… wishful thinking?…

Yes I’ve been reading through them and it’s shocking - also, you have a lot of knowledge.. I’m jealous! I will wait for Grosvenor to turn up and shoo them away! In terms of next steps whilst I do the time order- is it likely for them to get a court order relatively quick?

No, I've not moved but had no letters from them - I've not even had a termination letter, I only found this out by ringing them after getting the letter from Grosvenor. I've read other threads of people saying that Alphera have said about sending letters but that they've not had them. Perhaps the SAR will shed some more light, but it really is their word against mine isn't it ...

Thank you for your recent contact where you raised a complaint with us regarding your agreement. I am sorry you had cause to contact us in these circumstances. I have now reviewed your agreement and I am in a position to provide you with a final response. We understand that the nature of your complaint is that you wish to dispute the termination of your agreement as you feel we have mishandled your agreement by providing you with incorrect information. Our records indicate that you contacted us on 29 April 2022 to advise you were facing financial difficulty and could not pay your April instalment due the following day. The advisor suggested you cancel your direct debit to prevent us from automatically calling for the payment. The advisor discussed the impact to your credit file if the arrears balance remained outstanding for more than 28 days and of notice of sums arrears letters you may also receive. The advisor also offered you free debt advice information and confirmed that you could manually (by card or bank transfer) make your April instalment in May. We contacted you again on 03 May where you advised you had cancelled your direct debit but we still had attempted to collect your payment. The advisor suggested that you request and indemnity claim with your bank if this was the case. You also advised you would be making a manual payment on 06 May. The advisor emailed you our bank details following this call. No payment was received on 06 May as advised by yourself and we did not collect April instalment as it had been cancelled by your bank as instructed. We sent multiple arrears letters through May and June but had no further contact from you. On 28 June 2022 we attempted to contact you by telephone but was not able to reach you but left a voice message requesting you to contact us. We also emailed you requesting contact. We attempted contact you again on 11 July 2022, again leaving a voice message and sending an email. In this email we confirmed your arrears balance as £895.53 and advised you can pay via bank transfer or by calling us and paying over the phone by card. We also advised if you could not pay the arrears in full you could contact us to discuss a suitable payment plan. We again offered you free debt advice information and how being in arrears would impact your credit file. We continued sending you arrears letters and attempted to contact you again on 11 August 2022 but again we were not able to reach you. Your agreement was reviewed on 18 August 2022 and as we had not received payment from you since March 2022 and you had not contacted us since the last conversation had on 03 May, we issued a default notice to you. This notice allowed you until 07 September 2022 to pay the arrears balance of £1,194.04 in full to avoid the termination of your agreement. The agreement was reviewed again on 13 September and as the default notice had not been satisfied nor had we had any contact from you, we terminated the agreement. In conclusion, I am satisfied that we had made sufficient attempts to contact you regarding your arrears balance and as a responsible financial lender we cannot allow the agreement to continue in arrears. As our customer, you are responsible for ensuring payments are being made to us and that your respond to the attempted contact by us to address the arrears on your agreement. I can therefore confirm that your agreement will remain terminated and your complaint has been rejected. Please note that, under the terms of our Complaints Procedure, this is our final response. If you are dissatisfied with it, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. The address of the Financial Ombudsman Service is: Financial Ombudsman Service Exchange Tower London E14 9SR The Financial Ombudsman Service website is www.financial-ombudsman.org.uk. For more information please read the enclosed guide ‘Your Complaint and the Ombudsman’. ^^^ that is the contents of the letter.

I have today received a final response to my complaint letter from alphera, they are refusing the complaint and continue to uphold the termination of the agreement. They think trying to contact me 3 times is sufficient enough to warrant the termination - not sure I believe anything they say as I've had no letters or voicemails. I sent them the SAR and that was delivered today together with a letter asking if they are able to accept full payment of the arrears in an attempt to reinstate the agreement or I will have to do a time order had a call from Grosvenor today saying they have been given the greenlight to come and collect the car. Should I do the time order in the meantime? I'm a bit worried now with time scales and what not. Do Grosevor have any rights to take the car? I know you say in previous posts they don't, but I've not paid 1/3 so just wondered...

What is the benefit of doing a SAR? Thanks

No, I only started the agreement in Aug 2021. My issue is they’ve completely lied about a payment holiday saying they’ve got nothing on file reflecting it. They’ve not sent me any letters or even a default notice or anything just a letter from grosvenor re collection of the vehicle. They told me today that the agreement was terminated in September despite them collecting august payment .. so bizarre.

Should I make one last request in writing to alphera to accept payment and reinstate the agreement and advise that I will do a time order if not or just go ahead and do a time order?