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COVID-19 FAQs

We would like to assure you that despite the current exceptional circumstances triggered by COVID-19, Alphabet will work closely with you to mitigate any negative effects.

Our first priority is to ensure the health and safety of our people and everyone we interact with. Therefore, to make sure we do our part in this unfamiliar situation, we have gathered these helpful resources together, to make it simple to stay informed and connected to Alphabet. 

Last updated: 15 January 2021

FAQs

New Orders and Deliveries

Can I place new orders and request quotes during this time?

Yes. Alphabet will continue to provide quotations and place new orders.

However, please be aware that some manufacturers and retailers may be functioning with a reduced workforce which could delay your order.

We will keep you updated with your order status once we receive notification from the manufacturer and supplying dealer.

Last reviewed: 07 January 2021
RN: 2.3

What will happen with the vehicle delivery I have arranged?

We are working hard with our suppliers to ensure your delivery takes place on time and expect normal service to operate.

If you would like to discuss extending your current vehicle contract, please contact Alphabet by email on csalphabet@alphabet.co.uk or by phone on 03700 120 392.

Last reviewed: 07 January 2021
RN: 2.1

Will I be invited to order my new company vehicle?

Yes. If your employer is allowing new orders to be placed, we will be in touch with you.

We will keep you updated with your order status once we receive notification from the manufacturer and supplying dealer.

Last reviewed: 07 January 2021
RN: 2.4

Can I cancel my order?

If you would like to cancel your order, please contact your Alphabet Representative quoting your order number and reason for cancellation. We will then speak to the relevant dealership or manufacturer.

Alphabet will not charge a fee to cancel your order, but the dealership or manufacturer may charge a cancellation fee depending on the stage of the vehicle build and/or the vehicle specification. Any finance agreement relating to a cancelled order will also be cancelled.

We thank you for your patience while we work through your request.

If you have ordered a vehicle from one of our Partners or Brokers, please contact them directly to discuss your request for a cancellation.

Last reviewed: 07 January 2021
RN: 2.6

Will factory lead times be affected?

This is a possibility. Currently vehicle manufacturing locations across Europe remain operational.

Alphabet remains in close contact with all our manufacturer supply partners in the UK and overseas and will provide lead time and estimated delivery date updates when we can.

If you are concerned about your vehicle or your finance agreement, please contact Alphabet by email on csalphabet@alphabet.co.uk or by phone on 03700 120 392.

Last reviewed: 07 January 2021
RN: 2.12

What can I expect when my new vehicle is delivered?
  • The supplying dealer will call you to arrange delivery, talk you through the process and ask if you are currently self-isolating
  • The delivery driver will knock on your door and stand 2 metres away, as per social distancing guidelines
  • The driver will take pictures of the following:
    • Vehicle front
    • Vehicle back
    • Both sides of the vehicle
    • Property they are delivering to
  • You will have the opportunity to look around the vehicle and share any concerns that you may have. Please ensure you maintain social distance at this time
  • If you are dissatisfied with the condition of the vehicle, please highlight this immediately to Alphabet by contacting our friendly team on 0370 012 057 or email us at purchasing@alphabet.co.uk
  • The driver will need to confirm your identity by asking for your full name and your photocard driving licence
    • Your driving licence can be left at a safe distance. The driver will take a photograph of your licence but will not handle it
  • The driver will then sign the handover form on your behalf
  • You take possession of your new vehicle
    • The steering wheel and keys will have protective wrapping, or alternatively, all handled parts of the vehicle will be disinfected, prior to the handover.

Last reviewed: 07 January 2021
RN: 2.15

How will vehicle test drive requests be affected?

The dealer will be in contact with you to let you know if the test drive can continue, or alternatively, if the test drive will need to be postponed.

Last reviewed: 07 January 2021
RN: 2.16

Vehicle Collections and End of Contract

Can I still arrange to purchase my current vehicle during this time?

Yes, if you are eligible to do so, you are still able to purchase your current vehicle. Please note there may be some delays in receiving the V5. For more details please click here.

Last reviewed: 07 January 2021
RN: 3.14

Can I extend my contract?

If your contract end date is within the next three months, we will be happy to discuss your options to extend. If it is beyond three months, please continue with your standard process.

Please contact Alphabet by email on csalphabet@alphabet.co.uk or by phone on 03700 120 392 to discuss your options.

Last reviewed: 07 January 2021
RN: 3.27

I am a key worker. Will excess mileage still apply?

If you are a key worker and feel you will exceed your prorated mileage, please contact us using the options below, so we can discuss ways in which we can help.

You can contact us on csalphabet@alphabet.co.uk or by phone on 03700 120 392.

Last reviewed: 07 January 2021
RN: 3.6

I don’t have room to store my vehicle while waiting for it to be collected. What should I do?

We would ask for your forbearance and understanding during the COVID-19 public health emergency which has caused severe disruption to our vehicle collections. We will collect your vehicle as soon as possible but it does remain your responsibility until we can arrange collection.

We recommend taking the following steps to avoid parking fines:

  • Contact your local council/permit allocators in writing to advise them of the situation and ask if the vehicle can be parked on their property without charge. Many council/permit allocators are being supportive during this period and may not charge.
  • If, however, after having taken this action, you still get charged for the permit, please send us evidence that you contacted the council/permit allocator together with proof of payment of the charge.

We will reimburse any reasonable parking fees incurred as a result of our delay in collecting your vehicle due to the COVID-19 pandemic.

Last reviewed: 07 January 2021
RN: 3.29

Will you still collect my current vehicle when delivering my new vehicle?

We are working to ensure collections remain unaffected and will endeavour to collect your current vehicle when delivering your new one. Due to Government social distancing recommendations and to ensure the safety of our customers, employees, supplier partners and the wider public, there may be some delays, which will be communicated in advance.

The supplying dealer of your new vehicle will get in touch with you to make the necessary arrangements and to talk you through the process.

If you would like to discuss this, or the possibility of extending your current vehicle contract, please contact us by email on csalphabet@alphabet.co.uk or by phone on 03700 120 392.
 

Last reviewed: 12 January 2021
RN: 3.3

What are my options if you cannot collect my vehicle?

Due to Government social distancing recommendations and to ensure the safety of our customers, employees, supplier partners and the wider public, vehicle collections could be delayed.  To help you through this difficult time we have put in place the following three options:

  1. Extend your contract – If your contract end date is within the next three months, we will be happy to discuss your options. Please contact Alphabet by email on csalphabet@alphabet.co.uk or by phone on 03700 120 392. Beyond three months, please continue with your normal process.
  2. Purchase the vehicle – If you are eligible to do so, you are still able to purchase your current vehicle. Please note, there may be some delay in receiving the V5. For more details on how to arrange this please, click here.
  3. No longer want to keep or use the vehicle - please contact us at vehiclecollections@alphabet.co.uk or on 0370 0120 301 on Option 9 to book a collection.  Please remember, the vehicle must be returned to us in good condition and within the agreed mileage. 

Last reviewed: 07 January 2021
RN: 3.4

What should I do if I need to cancel my vehicle collection?

We will need at least 48 hours’ notice to cancel your booking.  If you cancel your appointment with less than 48 hours’ notice, you may be liable for any charges relating to the cancellation. 

You may also have to pay your monthly instalments during the “extended” period. Please contact us at vehiclecollections@alphabet.co.uk or on 0370 0120 301 on Option 9 to discuss how you may be affected.

If we cancel the appointment, you will not have to pay for any charges relating to the cancellation. We will contact you to make alternative arrangements.

Please note, if your vehicle collection is delayed for any reason, you will remain liable for any damage or excess mileage charge in accordance with the terms of your agreement. You will also have to pay for any parking fees, fines or storage costs that are incurred whilst the vehicle is in your possession.

We will update our guidance to ensure we follow the latest UK Government Guidance.

Last reviewed: 07 January 2021
RN: 3.31

Servicing and MOT

What happens if I am in an accident?

Following an accident, if you have Accident Management with Alphabet and are able to contact us, please call 0370 50 50 133 or contact us via the AlphaGuide App and select the 'report you damage' option.

If your vehicle is immobile, arrangements will be made to recover the vehicle to an Alphabet Approved Repairer. If your vehicle remains safe to drive, we will make arrangements to have it repaired when the current restrictions have been lifted.

If you do not have Accident Management with Alphabet you will need to refer to the instructions provided by your motor insurer.

General information on what to do in the event of an accident can be found here.

Last reviewed: 
RN: 5.13

Can I book my Alphabet vehicle for service, maintenance, MOT or repair?

Yes. In line with Government recommendations, we are pleased that Alphabet preferred Service, Maintenance, MOT and Repair Centres remain open. It should be noted that many of these will be operating at reduced capacity in order to maintain social distancing measures. 

If you need to book an appointment please use the online booking tools which can be found here or use our AlphaGuide App and select the 'request a service' option.

If you have an appointment scheduled via our booking facility already, you should expect this to go ahead as normal.

Last reviewed: 07 January 2021
RN: 5.2

Should I book my MOT if it’s due after 30 March 2020?

The UK Government reintroduced mandatory MOT testing from 01 August 2020, following the initial six month extension for vehicles due on or after 30 March 2020. Therefore, when safe to do so, all drivers whose car, motorcycle or van is due for an MOT test from 01 August 2020, are required to get a test certificate to continue driving their vehicle. 

Drivers with an MOT due date before 01 August 2020 will still receive a six month extension from testing. However, all vehicles must continue to be properly maintained and kept in a roadworthy condition and drivers are able to voluntarily get their MOT sooner should they wish, even if they are exempt from the legal requirement.

Please refer to the Government website for further guidance and updates.

Last reviewed: 07 January 2021
RN: 5.1

Will Alphabet still tax my vehicle during this time?

Yes. Alphabet will continue to tax all vehicles which have a valid MOT, including those vehicles covered by the six month Government extension, details of which can be found here.

Last reviewed: 07 January 2021
RN: 5.11

My vehicle qualifies for the MOT extension, will you still collect it at the end of my contract?

Yes. Provided the extension on the MOT is still valid on the date of collection and the vehicle is safe to drive, we will be able to collect the vehicle.

If the vehicle is due for collection after the extension has expired, you will need to have your vehicle MOT’d to enable collection, as per the standard process.

For full guidance on the MOT extension, please refer to the Government website.

Last reviewed: 07 January 2021
RN: 3.25

Can I still have tyres replaced on my vehicle?

Yes, Alphabet is able to provide replacement tyres to customers. To ensure we have the correct tyres available for you when you arrive, please ensure that you book your tyre replacement by clicking here or via our AlphaGuide App and select the 'request a service' option.

Please ensure you have the vehicle registration number and tyre size available when booking.

Last reviewed: 07 January 2021
RN: 5.3

If I need a new windscreen, can this still be arranged?

Yes. Our glass service remains operational at this time. If you have Glass Management Services with Alphabet, please contact us on 0370 0120 301 option 3 or visit the website here.

If you do not have Glass Management with Alphabet, you will need to refer to your Fleet Manager or the instructions provided by your motor insurance provider.

General information on what to do in the event of windscreen repair can be found on our website or please use our AlphaGuide App and select the 'request a service' option.

Last reviewed: 07 January 2021
RN: 5.9

What happens if my vehicle breaks down?

Alphabet Roadside Assistance is operating as normal. In the unlikely event that you do break down, you should call Alphabet Roadside Assistance on 0370 0120 301, Option 1.

If it is not possible to repair your vehicle at the roadside, you will be recovered to an Alphabet Preferred Dealer.

Last reviewed: 07 January 2021
RN: 5.7

Payments

I’m an individual customer. Can I defer my payments if I’m having financial difficulty, as a result of COVID-19?

We understand that COVID-19 is a challenging period for everyone. If you are experiencing payment difficulties as a result of the pandemic, please do not cancel your Direct Debit arrangement with us. Instead, please contact our team of experienced advisors so we can support you with a range of alternative options based on your individual circumstances - which could include payment deferrals.

Our specialist team can be reached at financecollections@alphabet.co.uk or by phone on 0370 5050 185 option 2. Please title your email with ‘COVID-19’ so that we can prioritise our most vulnerable customers at this challenging time. Please only phone us if your query is urgent.

If you are experiencing financial difficulties or are concerned about the financial impacts of COVID-19, the following not-for-profit organisations also provide free, confidential and impartial debt advice and support:

Last reviewed: 08 January 2021
RN: 4.1

I currently have a payment deferral in place that is due to end. I am still having financial difficulty. How can you help?

The FCA has extended the availability of payment deferrals (a payment deferral is a payment “holiday”) to support individuals and small partnerships regulated by the Consumer Credit Act who are experiencing payment difficulties as a result of the coronavirus.

This means that:

  • If you have not yet had a payment deferral you will be eligible to apply for payment deferrals of up to six months in total.
  • If you have or have had an initial payment deferral you will be eligible for another payment deferral, as long as the total length does not exceed six months. Each individual application cannot exceed three months.
  • If you have already had a payment deferral for 6 months, you will not be able to apply for another payment deferral but we might be able to support you through your financial difficulties so please do contact us on the number below if you are experiencing payment difficulties.

The deadline for requesting a payment deferral is 31 March 2021. Payments will not be deferred after July 2021.

If you are experiencing financial difficulty as a result of COVID-19, please contact us to discuss your options, by email at financecollections@alphabet.co.uk or by phone on 0370 5050 185, option 2.

If you have already had a payment deferral from us, it is important you consider carefully at the end of the deferral whether:

  • you are able to resume your monthly payments immediately, or
  • if you are unable to do so due to circumstances arising out of Coronavirus.

If you are able to resume your full monthly payments immediately and in full at the end of your current payment deferral, it is likely to be in your financial interests to do so.

We will contact you before the end of your payment deferral to explain how much is due and when the payments will be debited from your bank each month. If you cannot afford to resume full payments at the end of your deferral period, please contact us to discuss your options as we may be able to offer you a second deferral period or an alternative repayment plan. If you do not contact us and there is no agreed deferral in place, we will assume that you can afford to make your repayments in full and will debit your account accordingly. Please note that your direct debit date, along with the rest of your contract terms will remain the same.

We will continue to review and update based on the FCA guidelines. 

Last reviewed: 08 January 2021
RN: 4.15a

If I take a payment deferral will it affect my credit score?

While we will not report a worsening status to your credit file in respect of any payment deferral taken, it may still affect our and other lenders’ future lending decisions as we and other lenders may take into account other information resulting from a deferral when making future lending decisions to ensure a suitable affordability assessment is made, e.g. information provided by applicants or bank account information. 

We will also report any future arrears in the usual ways, so it is important that you consider the increased payments following a deferral. 

Last reviewed: 08 January 2021
RN: 4.10

Are you offering payment deferrals to corporate customers?

We understand that COVID-19 is a difficult period for everyone. If you are experiencing payment difficulties as a result of the pandemic, please do not cancel your Direct Debit arrangement with us. Instead, you should check the UK Government website for potential grants and business support which can be applied for during this time.

If you still feel you may have an issue with your payments, please get in touch with Alphabet to discuss your options. Our team of experienced advisors will treat each case individually and will work with you to support where we can, based on your individual circumstances.

Our specialist team can be reached at financecollections@alphabet.co.uk or by phone on 0370 5050 185 option 2. Please title your email with ‘COVID-19’. Please only phone us if your query is urgent. Alternatively, please contact your dedicated Alphabet representative.

Last reviewed: 08 January 2021
RN: 4.3

During my payment deferral, will I incur any additional costs?

You will need to pay for your car to remain taxed and insured with fully comprehensive car insurance during the extra month(s) that your agreement will run, unless this is already covered by Alphabet within your contract. You may also need to pay for an additional MOT or vehicle service if these fall due.

Last reviewed: 08 January 2021
RN: 4.17

If a payment deferral was agreed on my contract due to COVID-19, how will I pay this back?

The agreed payment deferral will be recalculated and automatically added to your remaining monthly rentals, starting from the month after your payment deferral expires. Please note, if you are able to resume your monthly payments, you are not required to contact us or take further action as this will be processed automatically, as per your agreement.

You will receive a letter explaining how much is due and when the amount will be debited from your bank each month. Your direct debit date, along with the rest of your contract, will remain the same.

If you have less than 6 months remaining on your contract and are unable to repay the deferral within this time frame, please email paymentplan@alphabet.co.uk and a member of our team will be in contact to discuss this with you.

Last reviewed: 08 January 2021
RN: 4.14

I am in longer term financial difficulty or have health issues and require support. How can you help?

Payment deferrals are intended to provide support to customers experiencing (or reasonably expecting to experience) temporary payment difficulties in circumstances resulting from the Coronavirus pandemic.

If you are experiencing payment difficulties which are not short-term resulting from the pandemic, or if you require additional support due to any health issues please contact us by email at financecollections@alphabet.co.uk or by phone on 0370 5050 185, option 2, to discuss the options available to you. We will take into account your individual circumstances in deciding how best to help you. 

Last reviewed: 08 January 2021
RN: 4.16

Can I end my current agreement early?

Depending on the type of finance agreement you have, there will be different options and implications by ending your current finance agreement before its contract end date. If you feel that you may have an issue with payment please get in touch with Alphabet immediately to discuss your options.

Our team of experienced advisors will treat each case individually and will work with you to support where we can, based on your individual circumstances.

Please contact the calculations team directly on 0370 0120 341, or email calculations@alphabet.co.uk with your registration number and current mileage.

Last reviewed: 08 January 2021
RN: 4.2

What happens if I incur a fine or a fixed penalty and don’t receive notification?

We understand that receipt and processing of fines during this time may be challenging. We are working closely with industry bodies and issuing authorities to offer our customers support and guidance on this topic wherever possible.

To discuss your individual circumstances, please contact the vehicle fines and admin team on 0370 0120 334 or via email vehicleadmin@alphabet.com.

Last reviewed: 08 January 2021
RN: 5.10

I received a text message to ‘activate a repayment plan’ during the COVID-19 pandemic. Is this genuine?

No. During the current COVID-19 emergency we have been made aware that criminals are sending fraudulent text messages to a large number of UK consumers encouraging them to reply. We strongly recommend that our customers do not respond to them.

Alphabet will never send you a text message about your agreement. Our expert advisors will only ever contact you if you have asked us to.

Last reviewed: 08 January 2021
RN: 1.11

I've not yet signed my finance agreement but I am concerned about my ability to pay as a result of COVID-19.

For customers who have not yet signed a finance agreement, but have concerns about their ability to make their payments for a vehicle as a result of COVID-19, we would advise you to discuss this with your Retailer or Leasing Broker prior to signing any finance agreement.

If you are still uncertain after this discussion we would encourage you to consider postponing your decision until matters become clearer and again discuss with either your Fleet Manager, Leasing Broker or Retailer.

Last reviewed: 08 January 2021
RN: 4.11

I have been furloughed. Am I still liable to pay Benefit in Kind (BiK) tax on my company vehicle?

HMRC has issued guidance on how Benefit in Kind (BiK) tax and expenses should be treated during the COVID-19 pandemic. Please visit the HMRC website for more information.

Last reviewed: 08 January 2021
RN: 1.10a

I’m not using my company vehicle. Am I still liable to pay Benefit in Kind (BiK) tax?

HMRC has issued guidance on how Benefit in Kind (BiK) tax and expenses should be treated during the COVID-19 pandemic. Please visit the HMRC website for more information.

Last reviewed: 08 January 2021
RN: 1.10b

I am struggling to pick up invoices sent to my offices, what shall I do?

We understand that COVID-19 is causing disruption to normal work practices, and the closure of many offices can make it difficult to pick up invoices sent to you by post.

Alphabet offers an Online Invoicing solution which allows our customers to pick up their invoices from an online platform.

A move to Online Invoicing brings several advantages, including:

  • quicker delivery of invoices
  • on demand invoice retrieval
  • invoice information available for download to PDF

If you would like to switch from paper-based invoicing to our Online Invoicing solution, please complete the Online Invoicing Enquiry form and return it to finance@alphabet.co.uk quoting “Online Invoicing” in the subject line.

If you would like further information on how the service works, please visit the user guide on our website.

Last reviewed: 08 January 2021
RN: 4.13

What is the latest FCA guidance for payment deferrals?

The FCA has extended the availability of payment deferrals (a payment deferral is a payment “holiday”) to support individuals and small partnerships regulated by the Consumer Credit Act who are experiencing payment difficulties as a result of the coronavirus.

This means that:

  • If you have not yet had a payment deferral you will be eligible to apply for payment deferrals of up to six months in total.
  • If you have or have had an initial payment deferral you will be eligible for another payment deferral, as long as the total length does not exceed six months. Each individual application cannot exceed three months.
  • If you have already had a payment deferral for 6 months, you will not be able to apply for another payment deferral but we might be able to support you through your financial difficulties so please do contact us on the number below if you are experiencing payment difficulties.

The deadline for requesting a payment deferral is 31 March 2021. Payments will not be deferred after July 2021.

If you are experiencing financial difficulty as a result of COVID-19, please contact us to discuss your options, by email at financecollections@alphabet.co.uk or by phone on 0370 5050 185, option 2.

If you have already had a payment deferral from us, it is important you consider carefully at the end of the deferral whether:

  • you are able to resume your monthly payments immediately, or
  • if you are unable to do so due to circumstances arising out of Coronavirus.

If you are able to resume your full monthly payments immediately and in full at the end of your current payment deferral, it is likely to be in your financial interests to do so.

We will contact you before the end of your payment deferral to explain how much is due and when the payments will be debited from your bank each month. If you cannot afford to resume full payments at the end of your deferral period, please contact us to discuss your options as we may be able to offer you a second deferral period or an alternative repayment plan. If you do not contact us and there is no agreed deferral in place, we will assume that you can afford to make your repayments in full and will debit your account accordingly. Please note that your direct debit date, along with the rest of your contract terms will remain the same.

We will continue to review and update based on the FCA guidelines. 

Last reviewed: 08 January 2021
RN: 4.15b

Rental

Can I hire a rental vehicle?

Yes. AlphaRent is operating as normal.

Reservations can be placed using our Alphabet Online Rental platform, by contacting the AlphaRent team on 0370 5050 101, or via email at Alpha.Rent@alphabet.co.uk.

Last reviewed: 08 January 2021
RN: 6.1

Can I return or off-hire my rental vehicle?

Yes. Our AlphaRent team will be able to discuss vehicle collection requests, restrictions or concerns with you.

Please contact the AlphaRent team on 0370 505 0101, or via email at Alpha.Rent@alphabet.co.uk.

Last reviewed: 08 January 2021
RN: 6.2b

Are there any special measures for key workers who require a rental vehicle?

Yes, we are prioritising rental requests from key workers during this time to help keep essential workers and services mobile. Please contact our AlphaRent colleagues to let them know your circumstances, so we can work with you to see how we can support your travel needs.

Please contact the AlphaRent team on 0370 5050101, or via email at Alpha.Rent@alphabet.co.uk.

Last reviewed: 08 January 2021
RN: 6.4

General Enquiries

How long will it take for my email to be responded to?

COVID-19 is an unprecedented public health emergency and like many customer-facing organisations, we are experiencing significantly higher volumes of customer enquiries. We are trying to prioritise those customers most in need at the present time, but we will respond to you as quickly as possible.

If you have emailed us, we will be in contact with you to discuss your situation as soon as we can, but please bear with us during this challenging situation. We sincerely thank you for your patience.

Last reviewed: 08 January 2021
RN: 1.1

What is your bereavement process?

We understand that it can be difficult to arrange financial affairs after the death of someone, so we want to make this process as simple as possible for you. Please notify us by sending an original copy of the death certificate along with a covering letter confirming the executor’s details, to financerecovery@alphabet.co.uk.

Once we have received this information, we will update the account and send you a letter detailing the next steps. If you would like one of our friendly specialists to talk you through these options, please contact Finance Recoveries on 0370 0120 321.

Last reviewed: 08 January 2021
RN: 4.4

I am a new corporate customer. Will my contract implementation still progress?

Yes. All our teams are working remotely and your Implementation Manager will still be able to carry on as normal, so timelines won’t be impacted. Please note, availability of newly implemented services could be delayed or affected due to Government guidelines. Your dedicated Implementation Manager will keep you updated of any developments.

Last reviewed: 08 January 2021
RN: 1.5

Which Alphabet operations continue to be affected by COVID-19?

All of our teams continue to work remotely and remain contactable. We have provided this series of FAQ’s for further details on any operations that may be affected. Our customer service teams can still be contacted by phone, but we are receiving a high number of calls, so your wait time may be increased. We are continuing to prioritise vulnerable customers at this time.

Last reviewed: 08 January 2021
RN: 5.6

Are Service and Account Management teams operating as usual?

Yes. Alphabet recognises now, more than ever, the need for effective Service and Account Management. These teams remain operational and fully contactable, and we will strive to maintain a full service during this difficult period. Your contacts will remain the same.

Last reviewed: 08 January 2021
RN: 1.7

What should I do if I have a complaint?

Our Customer Experience team are on hand to discuss your complaint and can be contacted via email customerexperience@alphabet.co.uk or by phone on 0370 0120 342. 

We will endeavour to resolve your complaint within three business days from your initial contact.  If the complexity of your complaint means it is not possible to resolve within three business days, you will receive an acknowledgement to your complaint explaining our next steps. 

Please click here for more information about our complaints procedure.

Last reviewed: 08 January 2021
RN: 1.9

Am I permitted to take my Alphabet vehicle out of the UK during this time?

Please refer to the Government advice on foreign travel and ensure you also check with your motor insurer. If you still require the travel abroad documentation, (VE103 form) there will be a payment required of £14.40, please request this documentation via our online portal.

Should you have any queries please contact the Vehicle Admin team on 0370 0120 350.

For information on how foreign travel is affected by Brexit, please read our Brexit FAQ's here

Last reviewed: 08 January 2021
RN: 1.2

Can I get my cherished plate removed or a new one added to my vehicle?

Yes.  Please contact the Cherished Plates team at Alphabet as normal. To assist you during the process, we have put in place the following three options:

  1. Should you wish to extend your contract so you can continue to use the vehicle and ensure you retain use of your cherished plate, please email csalphabet@alphabet.co.uk or call 03700 120 392 to discuss your options.
  2. Should you wish to have your new vehicle delivered with an age related plate, instead of the cherished one, please email purchasing@alphabet.co.uk or call 03700 120 573 to discuss your options.
  3. Should you wish to have your current vehicle collected and are happy to relinquish the cherished plate, please email vehiclecollections@alphabet.co.uk or call 0370 0120 301 on Option 9, to arrange a collection.

Last reviewed: 08 January 2021
RN: 3.30

Brexit

If you have queries relating to Brexit, visit this page for frequently asked questions.