This website provides information to assist you if you are considering making a complaint about how your PPI policy was sold to you. If after reading the information you still believe that you have a complaint about the way in which your PPI policy was sold, rest assured that we are committed to making this as straight forward as possible for you.
Deadline to make a PPI Complaint
The Financial Conduct Authority (FCA) has set a deadline of 29 August 2019, by which time all PPI complaints will need to have been submitted. After this date, customers will lose the right to have their complaint assessed by us.
If you have previously received a letter from us outlining potential concerns about the way PPI may have been sold to you, then you may have less time, so it is important to act as soon as possible.
The FCA has published additional rules and guidance on how firms should assess PPI mis-selling complaints where the level of commission on the PPI policy was not disclosed to the customer. This will not affect all customers or complaints; if you are affected, we will write to you to let you know.
Please be assured that by checking or complaining about PPI, neither your relationship with us, nor your credit score will be adversely affected in any way.
We are responsible for investigating PPI complaints for the following brands and store cards:
CS Lounge Suites
International Motors Finance / IMF
KIA (A G Finance)
Black Horse / Black Horse Finance
Black Horse Motorcycle Finance
Black Horse Offshore
Black Horse Taxi Finance
MCL Finance Ltd
If the brand of your product is not listed above and you would like to check with us before getting started, please call our dedicated number for PPI complaints on 0800 151 2449 (lines open 9am to 5pm Monday to Friday).
If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.
We're aware our customers may require different levels of assistance and are committed to making our products and services as accessible as possible. Our PPI complaints process has been designed ot make it as easy as possible for eveyrone wishing to make a complaint.
Our websites are designed to be compatible with assistive technology, this includes screen readers, text-to-speech software and reading aids. You can also change the colour of our websites to help make the text clearer to read.
Can we help make things easier? Please tell us if you require additional support (e.g. someone helps manage your affairs), or you have a physical or mental health condition. Also, if you need us to communicate with you in different format (e.g. large print), please let us know. You can contact us by phone on 0800 151 2449 or use the appropriate section within our PPI online forms.
If you have a speech or hearing impairment, you can contact us using the Next Generation Text Service. If you’re Deaf and a BSL user, you can talk to us live through a BSL interpreter online using our BSL Sign Video Service.
For more information on our commitment to assisting our customers through the PPI complaints process, please visit the Frequently Asked Questions section of our website and see question 19.
How to check for PPI and make a complaint
Please ensure you have any information you require to hand, as our forms will time out after a 15 minute period of inactivity and you will need to complete the form again.
If you would like to talk to us before you get started, you can call our dedicated number for PPI complaints on 0800 151 2449 (lines open 9am to 5pm Monday to Friday).
If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due.
We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.
Checking for PPI
We only need a few details from you to check if you’ve had PPI on a Black Horse product, including your name, address and date of birth. The form should take less than 5 minutes to complete.
Check if you have PPI >>
Making a PPI Complaint
If you already know you’ve held PPI on a Black Horse product, you can make a complaint using our online form, by telephone or in writing.
Our PPI Complaint Form should take no longer than 15 minutes to complete and you’ll need to provide your name, address and date of birth. Please also tell us why you’re unhappy with the PPI policy you took out.
Make a PPI complaint >>
You can also make a PPI complaint over the phone by calling us on our dedicated number for PPI complaints on 0800 151 2449 (lines open 9am to 5pm, Monday to Friday).
PPI complaints can be made in writing, please write to us at Black Horse, PPI Complaints, St William House, Tresillian Terrace, Cardiff, CF10 5BH.
Level of Commission Complaints
If you have previously raised a PPI complaint with us that was not upheld and you wish to raise a further complaint relating only to the commission charged on your PPI policy, you can complete our PPI Commission Form.
Our PPI Commission Form should take no longer than 15 minutes to complete and you’ll need to provide your name, address and date of birth. Please also tell us your previous complaint reference.
Make a Commission complaint >>
If you’d like to make a complaint please download our PPI Questionnaire (PDF, opens in a new window, 454 kB). Please try to provide as much information as you can, as this will help us to deal with your complaint as efficiently as possible. We review every case regardless of the amount of information provided.
Send the PPI Questionnaire to Black Horse, PPI Complaints, St William House, Tresillian Terrace, Cardiff, CF10 5BH. When we’ve made a decision we’ll write to you clearly explaining it. If we are offering you a refund, we are committed to making sure you receive payment within 28 days of our decision letter.
In all cases, any interest due will be adjusted right up until the date of payment.
Other organisations offering information and help on PPI complaints
Financial Ombudsman Service
The Financial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI. You might want to contact the Financial Ombudsman Service if you complain to us and aren’t happy with our response or don’t receive a response within eight weeks.
Financial Conduct Authority
The Financial Conduct Authority (FCA) regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but cannot give you advice about your individual circumstances or complaint.
The following bodies have information relating to PPI complaints and /or advice on making a complaint:
Prudential Regulatory Authority
Citizens Advice Bureau
Financial Services Compensation Scheme
Money Advice Service
FREQUENTLY ASKED QUESTIONS >
Finance is subject to status and is only available to UK residents aged 18 and over. Finance provided by Black Horse Limited, St William House, Tresillian Terrace, Cardiff CF10 5BH.
Black Horse Limited Registered in England and Wales with registered number 661204.
Registered Office: 25 Gresham Street, London EC2V 7HN