ALPS ltd - Congleton

Richard McLean

Worst company I have had the displeasure of “working on my behalf”

Nick Copley Is to lazy to contact me to say he’s in “a business meeting” when he can’t contact me at a pre specified scheduled time (he was on lunch break)

Matt Daish Thinks being told something over the phone by a call handler is gospel truth and tells third party’s to engage without anything in writing

Hayley Goddard Can’t be bothered to contact the insurance company of the client she represents causing the client to receive letters from said insurance threatening to make judgment on a case without any facts

Cally Jepson Thinks it ok to lie, claiming to be chasing insurance company’s oblivious to the fact insurance companies log all their calls and are happy to share this information with their customer

All in all I’m £650 out of pocket. Will have to pay a further £650 to get my van fixed and the incident happened over a month ago

Tasha Randall

Would give 0 rating if possible

I have had the unfortunate experience of dealing with ALPS since my serious car accident in December 2021.

It is now over a year and a half later and I am no where near a resolution. I never get any feedback unless I initiate it on my side. When I do, I am told there is nothing they can do- just follow the process!

Their “service” is absolutely shocking! The accident was 100% the other parties fault which he admitted on the day. I am in pain daily, pain killers daily and have had almost zero help from ALPS. I have had more luck with my GP than ALPS (although the GP help has also not been great).

They cannot give me any sort of plan of action nor deadline, basically being told “sorry you’re in so much pain but you’ll just have to wait”

AVOID THIS COMPANY COMPLETELY!!

If you want any resolution- do not use them!

“Best” part of my experience with them was when they advised me after about 6 weeks they have a settlement offer for me to replace the car seats I had to buy. I then pointed out that I’m actually needing medical assistance not a massive payout but apparently that would require them to do their jobs which is what obviously too much to ask.

In case I didn’t get my message across clearly enough- avoid, avoid, AVOID!!

Douglas-Malte Keeble

Unfortunately, this was the solicitor appointed by my car insurance company after my RTC.
Absolutely the worse solicitor possible. Poor customer service, poor communication. Not only poor communication, poor quality of Information in the communication. The phrase left hand not knowing what the right hand is doing. I had to continually chase for answers to questions. Only for them to have no idea. The portal.never updated. Just absolutely rubbish.

Colin Bradbury

Appointed by my wife’s insurers after a truck driver hit her car while she was stationery.

They have had the case for over a year, claims handlers have said the only way to get a quick resolution would be to claim against her own insurance and hope that they could recover the excess on her behalf (uninsured loss).

She was stationary and the other driver admitted liability at the scene, you would think a simple case.

If she claims against her own insurance this will have to be disclosed when she renews cover in a couple of months and will potentially impact on the renewal cost. We also have no confidence in their ability to recover the uninsured loss bearing in mind their performance to date.

After just under 12 months we instructed them to issue a notice against the 3rd party insurer on 8th Feb, this would give the other party 2 weeks to settle or they would initiate legal proceedings to recover the amount quoted for repair.

After 3 weeks or so we emailed requesting an update. No answer.

After another week or so we sent another email requesting an update. No answer.

Throughout this entire pantomime they have consistently failed to communicate.

We are about to contact the financial ombudsman for advice. I understand that the 3rd party insurers have been dragging their feet, but the complete lack of communication from Alps just can not be considered to be professional behaviour in any way.

Given the choice neither my wife or myself will take another insurance policy that uses Alps as its legal protection agent and I would advise anyone else to do the same.

rafal kus

I choose this company as I have option that they not gonna charge me fee for the claim. Please avoid this company, poor communication, underestimate claims, only want have the claim to be closed. They sending documents to sign without reports to Read. My first handler Tasneem which messed up my claim is gone, second handler disappeared after one email and the third handler Nick C. contacted me that they won't pay for any further help whille the previous one said that they will as its under policy. So they only proceed when is easy case and don't care about your suffering and leaving you for more costs as I need to sue them to get what I deserve.PLEASE AVOID!!!

Liam Barry

Horrible ongoing experience with Alps Legal. I had to give them 1 star but zero stars is more appropriate. Was involved in a non fault accident 26 months ago, not near resolved yet, yes 26 months ago. Was the victim of an accident and am now being treated like a criminal by Alps Legal, like a person trying to steal money. The Financial scrutiny of my affairs is completely out of order. This Company was not appointed by me. They have no interest whatsoever in the Customer. Was told over a year ago, a claim was issued to the third party. Then they didn't communicate with me for months. They then appointed another person to look after my claim. This person is not interested in advancing my claim. He went directly to third parties without my consent and looked for reasons not to pursue the claim. They just don't understand that I am the Customer. I have requested the correspondence between Alps Legal and the third party. This has not been issued. The person looking after my claim is looking for reasons not to pursue the claim. Absolutely no interest in the Customer. Do not use this Company. They will never again represent me. I would if at all practical take the case off them but I am too far down the line.

T C

Without doubt the most depressing customer experience of my life.
It is an overstatement to call it customer service, I had to constantly email them and still they wouldn't reply, to get any kind of response from them I had to call and sit on hold for over 10 minutes every time.
If you are unfortunate enough to be crashed into by one of their clients, don't expect a hassle free experience.
I'd love to name and shame the person handling my case but that's against data protection laws, however if someone senior at the company would like to hear more about my experience then feel free to get in touch.
Although I suspect the lack of interest in customers is so endemic within your organisation that no one will care enough to want to change things.

Jd Singh

Terrible service, compounded with an arrogant and rude attitude towards customers...

ALPS acted for my wife in a no fault accident 2 years ago. They dragged their heels over repairing her car, firstly losing the survey they had done to ascertain what repairs were needed, which caused us to have to come back in to the appropriate garage, to have the car reevaluated all over again. They then took literally months to submit this paperwork for approval from the 3rd party, meaning my wife's car was off the road from April until October 2017!...

They then provided a courtesy hire car in September 2017, after weeks of complaining and badgering... the third party raised a query about the nature of the need for this courtesy car, and ALPS contacted me in Feb 2018 to ask for some paperwork to satisfy the third party...

I duly sent this paperwork over and expected it to be the end of the matter...

Then out of nowhere they ring my wife 4 months ago (September 2018), demanding payment of an invoice relating to the VAT element of hiring the courtesy vehicle, that we are 100% not liable to pay...

I told them to refer to our insurance company/broker to obtain the information that they need to clarify the situation...

Upon hearing this, the matter fell silent, until the day before yesterday (Jan 2019) where they sent an email to my wife, demanding payment of this invoice or they would escalate it to their litigation department! An invoice that we never received or were made aware of at the time, and at the time of writing has still not been sent to us...

A terrible company with a terrible grasp for customer service... DO NOT USE!

UPDATE: It appears that the whole confusion was caused by ALPS sending correspondence to the wrong address, and not bothering to verify the information against the records held by the insurance company that instructed them to act on our behalf...

Would you trust a company who cant verify information after 2 years of a claim, to handle your business in a timely manner?

I dont think so...