Motor commission complaints form

This form will capture all of the information we need to log and investigate your motor finance commission complaint.

By completing this form, you agree to us recording all the details you share. We’ll only use what you tell us in relation to this complaint.

Please tick to confirm you've read and understood this

Are you willing to receive our updates in relation to this complaint, by email, where possible?

Yes

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 Monday to Friday 8.30am – 6pm, and Saturday 9am - 1pm.

Is your complaint about commission paid to a dealer or company for the introduction of financing your vehicle?

Yes

Your details

First name

Middle name

Last name

Any previous names

Email address

Please confirm your email address Make sure your email addresses are the same

Home telephone number

Mobile telephone number

Preferred contact time

Date of birth

Day

Month

Year

First line of your address

Second line of your address

Third line of your address

Fourth line of your address

Fifth line of your address

Sixth line of your address

Your postcode

Country

We can send communications in different formats. Choose your preference:

If you chose other, please tell us what you need

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' and we'll search for any FCA regulated motor vehicles after 6 April 2007.

Vehicle registration or chassis

Make and model of the vehicle

Agreement number

Date you bought the vehicle (month and year)

Name of dealership you bought the vehicle from

About your complaint

How you feel we could put this right?

Do you need any extra support? Before submitting this form, let us know if other people help manage your accounts or if you are living with any mental illness, physical illness, or disabilities. By completing this section, you consent to us recording the details you share. We’ll only use what you tell us in relation to this complaint.

Yes

If you do need extra support, please tell us what you need

Our service promise to you expandable section

We’ll review the information you’ve given us alongside any related information that we may hold in our records. 

We’ll check if your agreement is included in the motor finance compensation scheme

The FCA has been reviewing commission relating to regulated motor lending for personal motor vehicles taken out on or after 6 April 2007 and before 1 November 2024. This includes hire purchase and personal contract purchase agreements.

This scheme is designed to compensate customers where they weren’t given enough information about commission arrangements when they took out their motor finance agreement. We’ll check if your agreement can be reviewed as part of the scheme, and we’ll contact you to let you know.

We’re waiting for more information from the FCA about when the scheme might move forward as it’s currently facing a legal challenge, which means compensation payments may be delayed. You’ll find more information about the scheme and how it works on the FCA's website.

If we find your agreement isn’t included in the scheme, we’ll review it as a complaint

If we find your agreement isn’t included in the scheme, we’ll review your case as a complaint. We’ll aim to get in touch again within eight weeks with an update, or by sending you a final response letter.

If you have any questions, please contact us on 0800 022 4844. Lines are open Monday to Friday 8.30am – 6pm, and Saturday 9am - 1pm.

Or, email us at MotorCommission@blackhorse.co.uk.

Not happy with our response? expandable section

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.

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.

Send your complaint

Motor commission complaints form

Your details

About the vehicle and agreement

About your complaint

Our service promise to you expandable section

We’ll check if your agreement is included in the motor finance compensation scheme

If we find your agreement isn’t included in the scheme, we’ll review it as a complaint

Not happy with our response? expandable section

The Financial Ombudsman Service

Contact the Financial Ombudsman Service

Please talk to us first