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.
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 (DCA) across the motor finance industry.
On 24 September 2024, the FCA released the following update on their ongoing review, confirming the extension originally proposed on 30 July 2024:
- The FCA intends to share their findings and next steps in May 2025. If your agreement did involve a DCA, you won’t automatically be entitled to compensation.
- The complaint handling pause is still in place and the deadline for us to respond to customer complaints has been extended to after 4 December 2025. This pause only applies to complaints involving discretionary commission arrangements between lenders and brokers.
- You will have more time to refer complaints to the Financial Ombudsman when a final response is issued. Instead of the usual 6 months, you have until 29 July 2026, or 15 months from the date of the final response letter, whichever is later. The timelines will be confirmed in the final response letter we send you.
You can read more about the timelines on the FCA's website.
Black Horse will work collaboratively with the FCA on the review.
If you want to make a complaint about motor commission, please visit the motor commission complaints page.
Make a motor commission complaint - The FCA intends to share their findings and next steps in May 2025. If your agreement did involve a DCA, you won’t automatically be entitled to compensation.
-
We want to make sure you get through to the right team to deal with your complaint.
So if your complaint is about a vehicle, please visit the vehicle complaints page
-
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 5BHPlease 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)
What happens next?
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.
-
Online
Visit the Financial Ombudsman Service online.
By telephone
Call 0800 023 4 567
By post
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
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.
Visit our Help Centre
If you're looking for more help and support, visit our Help Centre