Can Alphabet charge for a fault that was there from new?

No. An ombudsman ordered a £368.97 seat charge to be refunded with interest because the tears probably came from a defect present when the car was supplied.

Does Alphabet publish the fair wear and tear limits?

Yes. Its drivers' pages summarise the BVRLA limits and link to the car and van guides.

How do I dispute Alphabet end of lease charges?

Both Alphabet decisions we have read went at least partly the customer's way. One wheel charge was removed because the photo was unclear, and a £368.97 charge for a torn driver's seat was refunded because the fault was probably there when the car was supplied. Ask for the photograph behind each line, and question interior damage that looks like a manufacturing fault.

Last reviewed 13 November 2026. Every figure links to its source.

How Alphabet handles returns

Alphabet assesses return damage against the BVRLA standard and publishes a summary of the limits for drivers, with links to the car and van guides.

The name on your paperwork. The agreement is with Alphabet (GB) Ltd.

At a glance

Published limits	Scratches 25mm, chips under 3mm, dents 15mm, alloy scuffs 50mm in total¹
Goodwill	One decision records Alphabet halving a charge before the ombudsman removed a further one²
Credit file	Alphabet had to remove negative entries covering five months of a dispute³

What to check on your Alphabet bill

Interior damage that could be a manufacturing fault, such as a seam that has split.³
Wheel photographs. The ombudsman said Alphabet must clearly demonstrate that damage is outside the standard.²
Your credit file, if payment was late because the bill was in dispute.³

What the ombudsman has decided about Alphabet

Alloy wheel charges, one already halved by the firm as goodwill

Upheld

Alphabet (GB) Ltd. Car hire agreement. The customer had until 14 May 2024 to accept the decision.

Full summary Decision DRN-4605998 (PDF)

Six damaged areas, including £368.97 for tears in the driver's seat

Partly upheld

Alphabet (GB) Ltd. Car hire agreement. The customer had until 5 December 2023 to accept the decision.

Full summary Decision DRN-4430513 (PDF)

For the full process and the deadlines, see how to dispute a bill, step by step.

Handback Check is independent and is not connected with Alphabet (GB) Ltd.

Quick answers

Can Alphabet charge for a fault that was there from new?: No. An ombudsman ordered a £368.97 seat charge to be refunded with interest because the tears probably came from a defect present when the car was supplied.
Does Alphabet publish the fair wear and tear limits?: Yes. Its drivers' pages summarise the BVRLA limits and link to the car and van guides.