Black Horse Finance Reviews 

Excellent service and easily understood

I recently had a deeply frustrating experience with Black Horse Finance that I feel compelled to share. My interaction with their customer service has been nothing short of unprofessional, particularly regarding my concerns related to the Consumer Credit Act.

After purchasing a car financed through Black Horse, I realized I had been pushed into a PCP contract by the dealership, Sytner Bristol. Consequently, I immediately raised my concerns with Black Horse's complaints team. I was informed that I would be in a 14-day cooling-off period, which gave me some hope. However, the complaints process turned out to be an uphill battle.

From the outset, it took over a month to assign me a case worker, during which I spoke with seven different representatives, all of whom seemed disinterested and ineffective. I reached out multiple times, often in frustration, only to receive vague reassurances that my complaint was being addressed. Unfortunately, after a particularly exasperating phone call, I received an email from the complaints team manager, Hannah Evans, stating that my case had been abruptly closed.

The case worker assigned to me was unhelpful and dismissive. She only contacted me once by phone and then communicated via email to reject my case on the same day. The entire experience felt extremely dismissive, and I was left feeling as if my concerns were not taken seriously.

The complaints team did mention that I could escalate my issues to the Financial Ombudsman Service, which is indicative of their lack of accountability and customer care. It appears that Black Horse Finance is more focused on closing cases quickly rather than addressing valid customer concerns.

I urge anyone considering financing a car through Black Horse Finance to think twice. They seem to exploit their clients, particularly those who may be vulnerable within the cooling-off period. The complaints process is riddled with delays, and once you start to push for answers, they will close your case without proper resolution.

In conclusion, my experience has led me to believe that Black Horse Finance operates in a questionable manner, promoting high-interest finance agreements while seemingly colluding with dealerships. Protect yourself—avoid this company at all costs.

Absolutely scams,avoid

They write to me every 30 days to delay my complaint response by a further 30 days. This has been ongoing since August 2024

Black Horse made the experience straightforward and pleasant and were very competitive.

Very rude customer care staff.
Rang to obtain my account number to log in online. First Lady put me on hold for ages and then sent me back into the hold queue.
Next lady kept interrupting me, talking over me and was very sharp in the way she spoke to me. She said I didn’t need an account number although the screen I had open to log in asked specifically for it.
I had to ask her to let me speak so I could actually answer her questions. I ended up ending the call as she just would not listen to me. Definitely need some customer care training.
Looks like they are not fussed about there trustpilot score anyway so I’m sure this won’t do anything.

Black Horse seem to do everything they can to delay Voluntary agreement
First they Lied about not being able to get on the portal to get documents to sign
They said they would have to send docs my Post
Really in this day and age ?
Then delay replies until another payment has gone through
Just Scammers in disguise really

Purchased a brand new car & mistakenly used Blackhorse Finance. Car was faulty, with clear evidence to prove it. Raised a dispute but the dealership lied and Blackhorse were happy to support them. Disgraceful company, highly recommend you look elsewhere. Now we have to go to the Ombudsman, save yourself the stress. Plenty of much better options out there, don’t make the same mistake we did.

Do commercial vehicles get excluded from the refund from Blackhorse Finance ?

Details of certain plans were explained clearly by car dealership, in particular by Mr Josh Noble, making me feel at ease and answered questions I had, and assured me that he was just a phone call away if needed

Black Horse Finance have been very helpful and understanding in helping me to purchase my new car. I found the experience very rewarding. I wouldn’t hesitate to recommend Black Horse Finance to anyone that needed there services. A.Ali

On behalf of my son
He bought a car through black horse finance sept 2024 on 1/1/25 somebody crashed into it left without leaving details claimed and asked for settlement figure got a letter saying there’s figure and have till 14/3/25 to pay on 1/3/25 the insurance paid £7900 to black horse so I went on and went to the remaining £146 only find it had gone up and had to pay £232.11 even though the payment is 13 days early very untrustworthy black horse finance oh and previous to the £7900 and £232.11 payments made today 1/1/25 I paid £250 and £400 and my son paid £239 all for a car he hasn’t owned or driven since 1/1/25 he’s 21 and out of pocket by over £2500 shame on all concerned that there been no help for a21 year old 1st central incompetent black horse thieves copart laughable as for the driver of the white Vauxhall Adam I hope karma as got you

Well informed about the different loans.Been with black horse before and always had excellent customer service.

EDIT*
I finally managed to reach a very helpful lady - PLEASE note if you are calling from a company you MUST state that the agreement is not in your name. There is also no way for a company to set up an online customer portal which is not made clear on the website.

I have tried, without success to contact Black Horse Finance.
For some reason it's impossible to contact them. I have tried all the possible options on their phone 0344 8248888 system. The system just goes around in a loop, no matter what option you chose.
If I try to access or find my so called online account the online system does NOT recognise me and asks you to call the above number. The only other contact option is to write to them or go in person to their Cardiff office!
Utterly useless
Oh and FYI the sentence below (Let Black Horse Finance know about your review. Just check the box and we'll notify them. The review will be sent to info@blackhorse) ....This email address does not work either and bounces back!!!!!!!!

Really disappointed with Black Horse. I have had a contract with them for 36 months and NEVER missed a payment. My Personal Contract Purchase Agreement
is coming to an end on the 24th of March, 2025 and I wanted to have a further loan agreement to pay off the balance of my car and they refused me. This has caused me so much stress and I am very upset as I have never not paid my monthly Direct Debit and I have been a good customer of theirs for 36 months and paid on time each month. I would never not pay my monthly payment. Really really disappointed.

I just wanted to take a moment to share my experience with David at Black Horse Finance. He provided me with the best service I could have hoped for. From the very beginning, he was attentive, patient, and professional. His guidance and support throughout the process made everything so much easier.

I truly appreciated his prompt communication and the way he went above and beyond to ensure everything went smoothly. David’s dedication to providing exceptional service really stood out, and I would highly recommend him to anyone seeking financial assistance.

Best regards,
Walid

For some reason you cant contact them I have tried all options on their phone 03448248888 system. all the system dose is go around in a loop. no mater what option you chose. its bad.
If I try to access or find my so called online account the online system dose NOT recognise me and asks you to call the above number. the only other contact option is to write to them. or even go in person to the office! This is disgraceful customer service.

A very straightforward and simple process where the best rates were offered and the agreement completed in good time. Thank you

excellent company to deal with, really open and clear at all points ,would highly recommend them.

AVOID AT ALL COSTS. As soon as your financial situation changes such as change of income or even change of address, this company becomes AWFUL to deal with. They are quick to put your account into arrears and do not offer payment solutions or help, I would offer to make payments and they would refuse them. Eventually they sent a rude, tall man wearing a body cam to my address, he acted as if he was a bailiff (I thought he was). He told me they were taking the car, he did not explain that this was a voluntary surrender, just acted as if he was seizing the car, telling me non stop that he was recording me. He came up to my front door, through the private and coded entry way to the property, without even knocking on the lobby door. He was intimidating, I am a young women and was alone. They did not explain to me about the log book or any ownership change, gave me a post card with a single phone number on,which I could not get through to. I have since been chased by the DVLA telling me I owe tax on the vehicle, despite me not owning it. The DVLA told me that black horse should have explained the steps of change of ownership when they took the car. I havent been able to get in contact with Blackhorse for a year, I still owe them money and a car is in my name, that I dont own.

They will also harass you with letters, passive aggressive phone calls and intimidate you at every moment they can. They have caused me so much anxiety. DISGUSTING LENDER, I would NEVER recommend anyone to use them. I went through CINCH which has equally been bad.

If you are thinking about taking out car finance with this company, save yourself the anxiety, stress and constant fear. DONT DO IT! I wish someone warned me. 0 stars.

My review states that I am in the USA, as I have relocated but I can confirm this is the UK company and when I lived in the UK.