Motor commission complaints form

This form allows you to raise complaints regarding motor commission with us online. Please provide as much information as possible to allow us to complete our investigation. 

 

If we need more information from you, we'll be in touch by phone or letter. 

If you want to complain about more than one vehicle, please complete a new form for each. 

This form is for new commission complaints only.

If you need to discuss an existing commission complaint, or you are a 3rd party complaining on behalf of a customer, email MotorCommission@blackhorse.co.uk or call us on 0800 022 4844.

Lines are open 9am – 5pm, Monday to Friday.

Your details

Day
Month
Year
More information

Please give us your address at the time of the agreement if this is different to the address already given.

About the vehicle and agreement

You need to give us at least one of the fields in this section so we can find your agreement and investigate your complaint. If you're not sure about any of the information, just add 'not known'. 

About your complaint

More information

Give us as much detail as possible. Include information about any conversations you had when you took the agreement out, or any documentation given.

  • We’ll review the information you’ve given us alongside any related information that we may hold in our records. When we’ve finished our review and reached a decision, we’ll send you a final response letter.

    We will provide you with a response as soon as we can and, at regular intervals, we‘ll advise you of the progress that we have made. The Financial Conduct Authority (FCA) gives us eight weeks to respond to your complaint.  We aim to respond to your complaint before this deadline. 

    If your complaint relates to a discretionary commission arrangement, the Financial Conduct Authority (FCA) has applied a pause on the eight week time limit within which we are required to provide a response. The pause came into force on 11 January 2024, and applies to complaints received between 17 November 2023 until 25 September 2024.  For more information on the reasons for the pause please visit the Financial Conduct Authority website

    We’ll be in touch with you after 25 September 2024 if the pause affects your complaint. If anything changes in the meantime, we’ll let you know. If the pause doesn’t affect your complaint, we’ll be in touch with you as soon as possible. 

    If you have any questions, please contact us on 0800 022 4844, our lines are open 9am – 5pm, Monday to Friday, or email us at MotorCommission@blackhorse.co.uk

  • If you are not happy with our response, you can ask for your complaint to be independently reviewed by the Financial Ombudsman Service. We will tell you more about this in our response to you. If you have additional information that you think we should consider, please provide this to us so that we can reconsider your complaint. 

    The Financial Ombudsman Service 

    The Financial Ombudsman Service (FOS) provides consumers with a free, independent service for resolving disputes. We will tell you in our response letter if the FOS is not able to consider your particular case. 

    The FOS usually cannot consider a complaint if it is referred more than 6 months after the firm sent the complainant its final response. For complaints relating to a discretionary commission arrangement, an extension has now been applied where a final response to a discretionary commission arrangement complaint is sent during the period beginning with 12 July 2023 and ending with 20 November 2024. These complainants will now have 15 months from the date that their final response is issued to them to refer their complaint to the FOS. 

    Contact the Financial Ombudsman Service

    Write to: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London. E14 9SR. 

    Call: 0800 023 4567 calls are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone. 
    0300 123 9123 calls are charged at the same UK national rate as 01 or 02 numbers on mobile phone tariffs. 

    Online: Financial Ombudsman Service  

    Please talk to us first 

    We are able to resolve most of the complaints we receive, so we hope you will always feel able to contact us first. The FOS will usually only consider your complaint once the business or company you think is responsible has had the opportunity to resolve your complaint.

If you selected no, please contact the complaints team.