Make a complaint

At Black Horse we aim to give the highest level of customer service. If there’s a problem, please let us know and we’ll try to solve it as quickly as possible.
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What is your complaint about?

  • On the 11 January 2024 the Financial Conduct Authority (FCA) announced their intention to review historical motor finance discretionary commission arrangements across the motor finance industry. 

    As part of this, the FCA has confirmed: 

    • They are pausing the 8-week deadline for motor finance firms to provide a final response to relevant customer complaints. The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement between the lender and the broker and will last for 37 weeks (approximately 9 months). This pause will allow the FCA to carry out a full review and confirm what, if any, further action is necessary. 
    • Consumers will have up to 15 months to refer their complaint to the Financial Ombudsman, rather than the usual 6 months. This extension applies to complaints where the firm sent a final response in the period beginning with 12 July 2023 and ending with 10 January 2024, or where the firm sends a final response during the period beginning with 11 January 2024 and ending with 20 November 2024. 

    To find out more information about the FCA motor commission review, visit their website.

    Black Horse will work collaboratively with the FCA on the review.

    If you wish to make a complaint about motor commission, please visit the motor commission complaints page.


    Make a motor commission complaint

     

  • Call us

    You can call us on 03448 248 888  

    • Lines are open Monday to Friday 8.30am - 6pm and Saturday 9am - 1pm
    • If you use a textphone, call using Relay UK. Please dial 18001 followed by 03448 248 888.

    *Calls will cost no more than a UK national rate call to 01 or 02 telephone numbers and will count towards inclusive UK call minutes provided in telephone and mobile contracts. Calls may be recorded or monitored to help us improve our service.

    You'll need your agreement number when you call us.

    You can find it:

    • In the copy of your agreement. We sent this to you at the start of your agreement.
    • In your Direct Debit payment reference on your bank statement.
    • In the text message we sent welcoming you to Black Horse at the start of your agreement.

    Write to us

    Customer Complaints
    Black Horse Finance
    St William House
    Cardiff
    CF10 5BH

    Please include:

    • Your agreement number
    • Full details of your complaint
    • What you think we should do to put things right
    • Photocopies of any paperwork supporting your complaint (please don't send us your originals)

Our service promise to you

When you send us your complaint, we’ll write to you within 5 working days to acknowledge your complaint.

We’ll respond to your complaint as soon as we can, and keep you updated on the progress that we've made.

The Financial Conduct Authority (FCA) gives us 8 weeks to respond to your complaint. We aim to respond to your complaint before this deadline.

 

If you're still not happy

If you're still not happy with the response to your complaint, you can ask for your complaint to be independently reviewed by the Financial Ombudsman Service. They provide a free, independent review service.

If you've not referred your complaint to Black Horse first, you can't refer your complaint to the Ombudsman.

We'll also sent you details of how to contact the Ombudsman when we respond to your complaint.

 

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

We're committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with the Black Horse brand.

 

If you need accessibility support

If you would like a large print, Braille or audio tape version of this information, please call us on 0800 302 9155.

 

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