Black Horse Finance Reviews 

Repeated telephone calls to try and sort out a problem, each between 30 minutes - 45 minutes long. Repeated promises that they would sort the issue.
Broken promises of call backs.
Different information from every person I spoke to.
Still unresolved now.
Absolutely shambolic customer service.

I would leave 0 if I could as their treatment of their customers and their relatives is terrible. Repeatedly sending out money owed letters to a deceased person and apparently not able to stop this process. Was told they've had many complaints about it and will probably get a lot more, yet do nothing about it. It's a simple enough IT issue to sort out and put a process on place. A horrible company to discuss things with. Stay well clear.

Lovely experience this afternoon at the Blackhorse, served by Shaun celebrating a special anniversary for our friend. 5 star service xx

Absolutely terrible after sales service. 45 minutes on hold then passed around to different people whos attempts at speaking good English was appalling. They couldn't understand me and i couldn't understand them. I hung up in the end. Great at selling you their finance package though. I will honestly pay another company a higher rate for a better customer service next time.

Scammer company

Don't do anything with them. They are scammers. They hurt your credit score and they make credit check without your permission.

Very poor customer service. If the advisor isnt sure of the answer to a question they just make the answer up. They have caused me significant stress, they don't reply or even acknowledge emails. You are forced to call therefore leaving no paper trail or evidence of the lies they tell.

Good customer service by Josh very good and help full polite person

I would genuinely give minus five if I could. I purchased an Aston Martin which had faults from day two, failed repairs, a rejection, more failed repairs, and a final rejection which is unresolved after nearly seven months. Hundreds of days past the Financial Ombudsman guidelines of 56 days.
I have a case with the Ombudsman and have had to invest in my own legal support to resolve the issue, with little to no joy so far.
Honest advice is avoid at all costs, there are far better finance providers out there, which value their customers and do not string rejections along for months on end.
Absolutely tragic service and even worse customer service.

Very disappointed with the way my complaint was handled

I would give 0 stars if that were an option.

I have been extremely disappointed with my experience with Black Horse Finance, particularly with the way my complaint was investigated and ultimately rejected.

My final response was issued by John Norman, Executive Complaints Manager at Lloyds Banking Group.

A major concern for me is that an important diagnostic report from November 2025 had not been available to the person who originally made the complaint decision. I raised this as a serious issue, but I do not feel that Black Horse adequately explained how a fair and thorough decision could have been reached without considering all of the relevant evidence.

The November report recorded a fault code, a large amount of soot in the tailpipe and even queried a possible cracked DPF. Black Horse instead placed significant emphasis on the recorded DPF soot reading of 1.34 grams.

The vehicle subsequently developed a serious problem, and the garage that inspected it in June 2026 attributed the failure of the mass air flow sensor to excessive carbon and soot contamination within the intake system, describing the condition as “age old, not recent.”

My concern is not simply that Black Horse reached a conclusion I disagree with. It is that I do not believe the evidence was properly considered as a whole. In particular, I remain concerned about the decision to place more weight on some evidence while dismissing or separating other findings without independent technical evidence establishing when the underlying contamination developed.

I also explained the significant personal and financial impact this situation has had on me. Despite this, I did not feel that my circumstances were meaningfully reflected in the handling of my complaint.

Black Horse ultimately maintained its position and directed me to the Financial Ombudsman Service, where my complaint is now being considered.

I am sharing my experience because I believe customers should expect complaints to be investigated thoroughly, transparently and with all relevant evidence properly considered.

My experience with Black Horse Finance has been extremely disappointing, and I would not want another customer to go through the same level of stress and frustration that I have experienced.

Threatening messages claiming I owe money that I dont. I have sent constant letters that have all been ignored. Now in the hands of the financial ombudsman to sort out issue.
Appaling service, lack of empathy which has had an impact on mental health.

My finance complaint is 5 weeks old, and Black Horse has now sat on an official garage inspection report that they arranged and paid for confirming pre-sale structural damage for 12 days. They are explicitly refusing to provide a resolution timeline or a courtesy vehicle.I am a disabled, vulnerable customer. Because the vehicle they financed is illegal and unsafe to drive, and because alternative transport via taxi is an unaffordable £65 each way and because of the rural nature of the area I live a bus is non existent, I am being forced to get lifts to work that drop me off 2 hours before I can enter. I am left waiting in extreme physical pain, distress, and exhaustion in whatever weather conditions the day presents. Black Horse is hiding behind standard administrative timelines while their delay actively harms my health. This is a severe breach of their FCA Consumer Duty obligations to prevent foreseeable harm. Appalling, negligent customer service.

Genuinely the worst company u have ever known. They hide "Extras" in your finance agreement !. Watch for the "free mats" you'll end up paying over 500 pounds over the course of your agreement for them. My car was somd to me faulty which is a danger to my new born son who had just left intensive care black horse couldn't have cared less and refused to take the car back. A disgusting company

Purchased a vehicle on HP with black horse. Price of vehicle was £20.500
This vehicle was 80 miles away from my home. Purchased on a mini approved, on way home banging occurred. I had to call out mini assist. Who informed me the wheel nuts the main dealer where you bought the car not tightened. They were loose. And can turn the wheel nuts with your hand.On all four wheels bear in mind, this is a mini approved vehicle. This incident could have wiped out my entire family. If those wheels to come off while on the motorway black horse taking their time to deal with this. It's a good job. They're not talking to my son about this problem. For obvious reasons. We might have not been here to tell a story. No, good saying, sorry, then.(119522893)

I was consistent with my car payment for three and half years ,until last month, I had issues with my job and the car,I was struggling and I called them i can't afford the payment so is best I return the car,mind you,I had only a year and half left with the payment, I paid 16k for the car this time and they came for the car,gave it to them peacefully but had the nerves to report to the credit checks that I owe 7k whiles u have ur car back,is a shit company to go for any sort of finance, very unconcerned, wicked and I recommend that nobody go trade with them

Avoid Avoid Avoid!!! I paid off my finance early to sell my car, Black Horse lost the payment £4,000!!! they have since found the payment, but still haven’t cleared the debt after 10 days! I have now lost the sale of the car!!! (why I paid it off early). It takes about 40mins to get through to an Indian call centre, where they cannot help, and there is no email to contact, and you can’t contact anybody through the website/app they they continually divert you too. Motonovo are in a different league when it comes to customer service! I also have x3 unpaid recognised claims in the interest scam, this company has fallen off a cliff!!!

I tried to make contact with them, i have a finance with them and im in the last 10 payments, i asked to extend a little bit the payment because at the moment i feel a bit rough with all the prices increasing this year, lady on the phone was super offensive, like you dont want to give the car back or to sell it to pay back? Im like no thx, i paid 4 years and 2 months and i ask for a bit help so i can repay in full. Next time will definitely avoid this company!

I also experienced significant difficulties when attempting to contact the company’s customer support team. When I called, I was initially directed to an automated AI system rather than being given the opportunity to speak directly with a customer service representative.

After completing the automated process, I was informed that I would be transferred to an agent. I remained on the line waiting to be connected; however, the call was eventually disconnected without me being able to speak to a representative or receive any assistance.

The most appalling customer service I’ve ever experienced. Unfortunately my used-approved Jaguar I-pace suffered multiple serious breakdowns as well as other minor issues in the short term I had it (all within 4 months). I experienced some very lengthy repair waits (nearly 3 months altogether!), immediately back to back because the car broke down again the next day after the initial repair at a JLR retailer. I then ultimately lost all faith in the vehicle and decided to return it having done very little mileage. I was recommended to part fund the vehicle through Jaguar Financial Services at the Jaguar retailer due to the benefit of getting an extra year of warranty and was then told by the salesperson to later settle the finance as soon as possible to avoid the high interest. This ‘trick’ then ultimately meant that I could not deal directly with the Jaguar garage that sold me the car and I could only complain about / reject the vehicle through Black Horse (who are Jaguar Finance). I’ve waited 7 months for a decision since raising the formal complaint and rejection of the vehicle. My case manager very rarely got in touch with any updates and was almost never available whenever I called up Black Horse. It has been one of the worst financial decisions and most stressful situations of my life. I was told by Black Horse upon raising the rejection to not take the vehicle back from the Jaguar garage where it was being repaired which meant I’ve had no vehicle all this time and was rejected the use of a courtesy car. No matter how much I pleaded my case and begged for an update, Black Horse just repeatedly ignored me. They finally reached a decision yesterday after such a long wait and rather poorly rejected the vehicle return on the feeble grounds that the car has since been repaired and is drivable. They apparently could not uphold or investigate the issues fully due to the Jaguar garage having lost the repair records and not enough evidence! Therefore I’m now nearly £25K out of pocket with a car that is clearly faulty that has been left outside a Jaguar dealership for 8 months and has since depreciated hugely. There’s been no acknowledgment of the financial loss, not to mention insurance and road tax and having to hire another car myself after this significant amount of time. I cannot stress enough how awful of a business Black Horse Finance is, having strung me along for so long for nothing and also how poor the service has been from Jaguar as a renown brand. I am now seeking legal action at great expense.

I’ve just finished my 4-year PCP with Black Horse and I honestly couldn’t be happier with my experience.

Black Horse were the only company who offered me finance when I went for my first car, so as a young person I’m genuinely grateful that they trusted me and gave me that opportunity.

Throughout the 4 years, they were absolutely fantastic. I had to call a few times, including when I became worried after realising I had gone over my mileage allowance. Every time I called, the advisors were lovely, patient and reassuring. They explained everything to me in simple terms and were always happy to recap things if I was confused or didn’t fully understand.

Finance can be really confusing when you’re young and not particularly clued up on it, so having advisors who took the time to explain things properly and genuinely put my mind at ease meant a lot to me. I never felt silly for asking questions, and I always felt like they were genuinely happy to help.

I’m really grateful to Black Horse for giving me the opportunity to finance my first car and for the support they’ve given me throughout the 4 years. If I’d had the choice, I would have happily stayed with Black Horse for my new car too, which I think says a lot about how positive my experience has been with them.

I’ve had a genuinely positive experience and would happily recommend Black Horse. ⭐️

Had an open complaint regarding commission arrangements on previous finance agreements for about 2 years. Had an email today saying they dont have any details. This must be their way of hoping people don’t reply or give wrong info so they don’t need to pay up. Disgusting!