Black Horse Finance Avis 

I am extremely disappointed with the service I have received from Black Horse Finance.

The lack of communication throughout my complaint and finance agreement has been unacceptable. Despite repeated attempts to obtain updates and clear information, I was left waiting for responses and often felt completely ignored. As a customer, I expected transparency, professionalism, and timely communication, but unfortunately, Black Horse failed to meet even the most basic standards.

The poor handling of my concerns has resulted in a complete loss of trust and confidence in the company. Financing a vehicle is a significant commitment, and customers should be able to rely on their finance provider to communicate effectively and deal with issues promptly. My experience has been the exact opposite.

As a result of this experience, I would never use Black Horse Finance again to purchase a car, nor would I recommend their services to others. The situation has now escalated to the point where I have no option but to refer the matter to the Financial Ombudsman Service for independent review.

Unfortunately, after looking through previous reviews of Black Horse Finance, I am not convinced that this review will make much difference to the company. However, I feel it is important to share my experience in the hope that other customers do not have to go through the same frustration, stress, and lack of support that I have experienced.

I sincerely hope Black Horse takes customer communication more seriously in the future, as the current standard of service has been extremely disappointing. My purpose in leaving this review is not simply to criticise the company, but to make other potential customers aware of the level of service they may receive and to help them make an informed decision before choosing Black Horse Finance.

As a business customer, my experience with Black Horse Finance has been extremely frustrating.

It is incredibly difficult to get in touch with the right team. Their website and telephone support systems appear to be designed entirely for personal customers, not businesses. Every time we call, we are forced through automated systems that repeatedly ask for details such as date of birth and postcode, which are not applicable to business accounts.

There is no obvious email address or contact form available, making it even harder to obtain support. On one occasion, we called a number provided in an official communication from Black Horse, only to end up in Jaguar Finance’s telephone system, where we faced the same issues and irrelevant questions intended for personal customers.

What makes this even more frustrating is that many of these issues could be avoided if Black Horse invested in better self-service options. Their website offers no functionality for business customers at all, and there are no obvious contact forms, live chat facilities or email support channels. Not every query should require a phone call. Providing written support options would not only improve the customer experience but would likely be more efficient and cost-effective than forcing customers through lengthy call centre processes.

The overall customer journey for business clients feels poorly designed, confusing and unnecessarily time-consuming. What should have been a simple enquiry turned into hours spent navigating telephone bots and being passed around different systems.

Black Horse urgently needs to improve its support channels and provide a dedicated, accessible route for business customers.

Stay away from this company

My experience with Black Horse customer service has been extremely frustrating.

After discovering issues with a vehicle I had recently purchased on finance, I attempted to contact Black Horse to discuss my complaint and my request to dispute the agreement.

I spent several hours on the phone, was transferred between multiple departments, placed on hold for long periods, and in some cases the calls ended without my issue being resolved. Despite providing my details and agreement information, I was repeatedly told I had reached the wrong department and was transferred again.

As a customer dealing with an urgent dispute, I expected a much better level of support and communication. Instead, I felt as though I was being passed around without receiving any meaningful assistance.

I have submitted a formal complaint and am now waiting for a proper response. My experience so far has been disappointing and stressful.

With something as important as Car Finance I would expect to have far more support from a human being. instead I was sent repeated documents which was confusing and frustrating. When I did email to ask questions and query the small print, nobody responded.

I recently entered into an HP agreement with Black Horse Finance. The initial transactional part worked well. But there was then no communication about how to set up an online account or when the first DD would collect.

I was then informed online, after trying to register an account, that I couldn’t set it up for 5 working days after the loan completed. This is bizarre in a modern digital economy.

The lack of communication is really poor. Being unable to access and make payments to your own account is unacceptable. If you want to feel in control of your account, able to make payments and access vital information quickly and easily whenever you want, don’t use Black Horse Finance.

An absolute disgrace of a company. I raised a complaint as car yet again has faults making it undrivable and appears unfixable. Having already been fixed 11 months into ownership by extended warranty I purchased not garage I purchased from the refused to speak with me. And honour there advertised 12 months warranty.
But apparently the nackered 20 plate with 40,000 on clock is my problem and now faced with financial ruin paying for a car worth scrap and will need to buy another car to get ro work.
These finance companies are all swimming in same sess pool as dealerships. I mean hasn't that been proven with commission fiasco.
Am now pinning my hopes on financial ombudsman as am not going quietly I cant afford to. This is people's lives being ruined.

I purchased a car a 26499 minus 8000 deposits balance 18499. Black horse gave me a finance of 18499 with 11.9% APR over a 60 months contract which 5788 totaling 24287. I have paid for my car for 8 months and then requested a settlement figure and the figure they gave me was incorrect and nobody in Blackhorse want to do the math but rather they want to depend on what pops out of the computer.
Interest 5788 ÷ 60 = 96.46 PM.
Car payments 18499 ÷ 60 = 308 PM
Total payments per month = 404.96
404.96 x 8 months = 3239.
24287 - 3238 =21,049 owed

To get my settlement, interest will be deducted from total amount owed.
96.46 x 8months =771 paid
5788 - 771 = 5017 interest saved
21,049 - 5017 = 16,032 Settlement figure. But BLACKHORSE want me to extort me 16,973.
Interest charges should be based on current finance payments not future payment. I hope they rectify this because I feel Ripped off.

After paying a deposit and agreeing a monthly payment figure for a car I was buying on finance, I was informed during the collection appointment 3 days later that the monthly amount had increased by around £5. I was not warned this could happen and not advised how this could be avoided. This soured what was meant to be a happy moment in collecting a new car.

I have never encountered such complete incompetence in my life. I have been passed from pillar to post, put on hold numerous times and had great difficulty actually understanding the assistant. I have complied with everything I have been asked for and they just repeat themselves and put you on hold. I shall be taking this further and this company is absolutely not fit for purpose. It is a disgrace.

Contacted this company as I am having financial difficulties temporarily due to illness and they offered no help at all and have no customer service support as they just told me to hand the car back or they will take legal action, when advised that it will only be for a short period and after that I will be back on my feet they didn’t care and just repeated that they will have the car back and I would be left without a job as I use my car for work, I would NEVER use them again as they have no support or empathy and only care about their own income.

Missold car finance is taking forever...they really are dragging their feet over this... unlike when they want money they suddenly become efficient.

Obtaining finance through black horse to purchase another vehicle, was very much a hassle free experience. It was quick, it was simple, easy to understand and everyone involved were very helpful, particularly the sales executive, Will at John Gross Ford, Ipswich.

Dealt with Ford Dealers in Barnsley; Will and Joel were really helpful and informative. They listened to my needs and used language that we understood.

Fast and efficient service with a great apr.

Just been informed that my Complaint has been thrown out due to lack of evidence, considering this is a motorcycle not fit for purpose has always been maintained in accordance with manufacturers recommendedations and is currently unsafe to use.Genuinely feels like Black Horse has no regard for customers’ time, money, or wellbeing. Instead of resolving a serious issue involving a potentially dangerous vehicle, they are simply prolonging the process and shifting the burden onto the customer.
My only hope now is to take my case to the Financial Ombudsman and hopefully they will see through this poor customer service.
I will never use or recommend Black Horse Finance to anyone ever again, clearly still working hand in hand with the dealers as has already been shown with Missold Finance which has come back to haunt them.

The whole process was very easy and relaxed from start to finish.

I recently took out a PCP car finance agreement with Black Horse. I was approved very quickly through the car dealership I used. Explanations were clear as was signing the initial contracts. Setting up, managing the account and choosing my correspondence preferences is very easy. I also enjoyed the personalised video sent to me!

Purchased a car from Big Motoring World, Cannock - part cash and finance, had an issue only 24hrs after collecting the car, reported to Big Motoring World who were no help at all, dismissed responsibility - took legal advice and was told to register complaint with Black Horse Finance, who were the finance company. They acknowledge the claim and yes it took them 51 days to respond (not ideal but within the agreed timelines), but when they did it was brill, they insisted the car was inspected, they then reviewed the garages findings and approved repair and several other things that were missed by Big Motoring World on handover without any issue or delay and they even paid me compensation for all the inconvenience caused (which was all by Big Motoring World), so my experience with Black Horse Finance was 1st class and cannot fault them and would use again if decide to purchase or upgrade my vehcile.