Black Horse Finance Reviews 

After 4 and half year with car on finance with BLACK HORSE. Today the happiest day of my life. I can say goodbye to this company.
They did everything they can to make impossible the refinance process with other company. They even put red flag on vehicle in Experian even though I never missed any payment with them. I only wanted to refinance ballon payment. Having very good credit score, no change in circumstances, no missed payment with them and other companies, they just simply refused to refinance balloon payment which was only a portion of total amount I paid them . They even could not say why. When I started process with different finance company - they put red flag on vehicle to make deal impossible. 6 months of stress. Luckily today process was finished and I can say goodbye to this bunch of liars.
It is weird. I could afford with them £35 k vehicle 4 years ago. And out of sudden am not allowed to refinance £8k baloon payment. They do everything to sell you vehicle to sign agreement but if any problem - noone answer the phone. You are waiting hours on helpline to sort problem. No contact via email. Only their phone number that it is useless.
I had 7 vehicles in finance with motonovo before. Never had problems. I could swap vehicles. I could pay off early. If needed contact there was always someone to help. Here ? Waiting hours and hours and noone answer phone. I made compalint and they gave me £250 for inconvenience as I could not contact them.
Very rude adviser. I had opportunity to talk to someone last Friday and she was very rude.

They are an absolute nightmare to get hold of never have i had to deal with a company that lacks so much customer service. I feel sorry for the older generation or anyone that is not tech savvy as unless you are, you really are stuck. Awful customer service. Will never be using them ever again. Certainly would not recommend.

Been with them for 4 years, never missed a payment, circumstances haven’t changed and have a good credit score and they’ve declined me for refinance and only offered the option for me to pay an £10k balloon payment. Absolute joke.

trid on many occasions to log in as the phone line recommends and it did not recognise my details so back to the phone lines who wont let me speak to anyone unless i enter d.o.b. post code & agreement number , after doing this it asked me for d.o.b. post code and agreement number and so on and so on! very frustrating . I had to go through as a new customer business on the phone line to eventually speak to someone , who did help me . Surely someone checks the phone answer system is working ?Im now 2 weeks down the line.

Appalling. When the car finance agreement ends they do not remove the finance marker from HPI so you have unbelievable hassle trying to sell the car as it is still shown as under finance. Our daughter settled the account in full on 6.7.26 and by 20.7.26 it was still shown as under finance so you cannot sell the car. Of course, you only find this out when you try to sell.
Dreadful customer service

I have been trying to close my car finance agreement for over two months now, and the customer service has been appalling. Despite returning the car within 24 hours of purchase, they claimed they hadn’t received my V5 document—even though I have hard proof from Royal Mail (Special Delivery tracking number ⁠SP038273613GB⁠) showing it was delivered and signed for by "SCOTT" on 30 June.
I have spoken to multiple live chat agents and emailed staff repeatedly, yet nobody seems to communicate or sort it out. I've had to pay for a rental car out of my own pocket while waiting, and they keep threatening to take more monthly payments for a car I don't even have. As someone with learning difficulties, being ignored and given the runaround daily has caused me an immense amount of unnecessary stress and anxiety. Completely unacceptable.

I'm very happy with the service from Black Horse Finance. The whole process was simple and straightforward, and it has made my life much easier. Thank you for the excellent support. Highly

I made a complaint to Black Horse about a faulty vehicle which was purchased through finance with them. I basically got nothing from them apart from 1 message after 4 weeks saying sorry its taking so long it will be another 4 weeks. In the meantime I fought the case on my own and got the car garage to take back the vehicle and undo the finance. After 36 days Black Horse had the nerve to ring and say everything had been agreed and they had upheld my complaint. I said I know I sorted it myself. I then asked when the finance agreement would be unwound given they had received their money back from the garage and was told it would be 2 weeks. No great service seen as I had already been without a car for 4 weeks and am unable to get finance to purchase another one until this has all been sorted but they are not interested and just spout that they have 56 days and they are within that. Danielle Bourne-Hulme was absolutely useless, did nothing and just talked over me in an attempt to try a cover up her incompetence. Very rude.

One of the poorest finance companies. Unfortunately I’m having to deal with them for my wife’s new Range Rover. They have messed up the documentation today so I’ve had to cancel collection tomorrow. Hoping it gets sorted for a collection next week. AVOID LLOYDS if you can.

Nothing will prepare you for how bad your experience will be in trying to get through to customer service.
First a long ridiculous recorded message, then a long complex navigation through call screening(press 1 for this, press 2 for that etc. Then on hold for ages, then eventually put through to an assistant who cant even remember what to say when she answers the call "erm, .....can I take.....erm...your............(long pause) erm...agreement number please"
Im sorry I dont have my agreement number, thats why im ringing you"
(Another long pause)" erm hello"
Then accidentally cuts off the call

I purchased a 2022 MG HS from Luscombe Leeds under a Suzuki Black Horse Hire Purchase agreement in January 2026.

Within a very short time of ownership I reported multiple faults to the dealership, including a clutch issue, juddering under acceleration, intermittent loss of power and other defects. My initial email received no response and I only received a reply after chasing again weeks later because I was told the salesperson was off sick.

The vehicle was eventually returned to the dealership for around three weeks for investigation. Although a clutch master cylinder was replaced, the faults continued after it was returned to me and additional electrical faults were also present. Having completely lost confidence in the vehicle, I exercised my right to reject it.

Luscombe accepted the rejection but proposed deductions that I considered excessive. I therefore raised a complaint with Suzuki Black Horse Finance.
What followed has been the most stressful customer service experience I have ever encountered.

Over many weeks I repeatedly sought guidance from Black Horse while the complaint remained under investigation. Based on the advice I understood I had been given, I retained possession of the vehicle whilst awaiting further direction. During that time I continued paying almost £288 per month in finance, around £200 per month in insurance for a vehicle I no longer felt safe using, as well as paying additional insurance to use my father's car simply to get to work.

Despite providing extensive evidence, including emails, photographs, videos and transcripts of telephone conversations, I felt much of my evidence was not properly considered. The uncertainty, conflicting communications and delays caused me significant financial loss, stress and anxiety.

The matter has now been referred to the Financial Ombudsman Service, so I cannot comment on the final outcome. However, I feel let down by the complaints handling process and the lack of clear written communication throughout.

I would encourage anyone purchasing a vehicle on finance to keep every email, document and record of every telephone conversation from day one.

Absolutely shocking company honestly still not clear my finance agreement after 8 days it says it takes 1-3 days.. not a single word from them shocking service got my brand new car waiting to be collected but I can’t because these are taking so long to process it

I VTd my car and agreed to pay balance. They did not notify me in accordance with the agreement and then proceeded to place not 1 but 2 unfair markers on my credit file, and didn't follow conduct even after I had paid balanceo off in full.

Raised a complaint with FOS.

Agreed to pay a compensation amount, and then backed out and resubmitted more evidence which was not shared previously.

They have removed markers but it screwed with my credit for over 6 months and I ended up going from. EXCELLENT credit rating to FAIR and 2 creditors removed over £11.5k of credit facility through no fault of my own. Black horse fault but they don't claim liability for that.

Quick and easy application process.

I filed a complaint regarding my motorcycle that was sold to me not fit for purpose and it broke down on my in February. I filed a complaint 3/4. Process time said to be 8 weeks. During this time i updated with more evidence to my case and got a text stating it was past due sometime in June and that they would contact me if they had not solved the issue by 26 of June. I rang today , 2 of July only to find out that they had not even investigated in my case, they had done nothing yet!
Im paying for a bike i dont have. Money down the drain. Im so disappointed, you think you would get help when you are paying for something, they are very happy to take your money but not happy to do anything for you!
This whole process has caused me nothing but stress, loss of money, upset not being able to ride my motorcycle i bought (keep in mind the Honda lied to the warranty team trying to get away with a mistake they had done to the bike) and grief. On the phone today they couldn't even say when they will get back to Me, saying they only just received the case on the table today after my call (they rang me back later on to tell me this). It's shocking! I would never use them again I tell ya!

Easy to use easy to contact easy to pay extra have used them many times always a good experience

Very disappointing experience. I was repeatedly told that someone would call me back, but no one ever did. Every time I contacted the company, I was given the same promises with no follow-through.

On one occasion, I was placed on hold while they supposedly transferred me to another department. I was left waiting for over 50 minutes until the office closed, without speaking to anyone.

This level of communication and customer service is unacceptable. They wasted a significant amount of my time, and I cannot recommend this company based on my experience.

Easy-going process with detailed information, as well as the cheapest loan

Awful. Completed a credit check without authority. Credit report was locked for security and promotional rate removed. Charlatans

To say I’ve never had to call up Blackhorse if I have had an issue because everything is going online now days, I just want to say a huge thank you to Steve Holden!!! You were incredibly helpful and professional, I had an issue with the Blackhorse app due to getting a new car and unsure when it was going to appear on my account. Steve went above and beyond to solve this problem with me, Steve had a positive attitude and was very supportive and happy 😃 I would definitely recommend speaking to Steve if you have a concerns about your Blackhorse account. Steve thank you so much for all your help!! And I am definitely looking forward to speaking again when help if needed 😊