Black Horse Finance Avis 

It's been about 2 months now, and I can't get on my account. I've done everything the call operator said "forgot password, reset password" etc, and still no access. Operator just said it's a problem they don't know how to solve.

Would give them zero stars if I could.

Black Horse have failed to settle my finance agreement, despite full payment having been made by my insurer, Allianz, on 12 February 2025. As of today’s date, 13 May 2025, the matter remains unresolved, and they continue to withdraw monthly payments from my account.

I have contacted both Black Horse and Allianz via telephone and email to rectify the issue, yet it remains outstanding. Had the situation been reversed – had I failed to make a scheduled payment – I have no doubt there would have been immediate and serious repercussions, including negative impacts on my credit record, potential collection action and fines. Surely this sham of a company should be held to the same level of accountability.

Allianz on the other hand have been amazing, communicative and v helpful.

Financial Ombudsman next. Disgraceful company, avoid using them.

From start to finish, the whole process was quick and efficient.
I would recommend, service second to none.

Website to set up online account is poor. You cannot create your own secure password however a computer system can set a password that you won’t know. Because this type of password needs to be more secure than something MI5 would have and an online system needs to know and choose MY password rather than me. I even tried passwords that didn’t create a word and matched all there criteria’s. Spoke to someone on the help line to find out you can’t even choose your own password and it has to be generated by Google or Apple system.

Disappointing Experience with Blackhorse Car Finance

I would not recommend Blackhorse Car Finance based on my experience. When the car I financed through them developed serious issues, they were completely unhelpful and refused to take any responsibility.

As a finance provider, they have a duty under the Consumer Rights Act to assist when something goes wrong with a financed vehicle, especially within the first few months. Instead, I was met with delays, excuses, and a clear unwillingness to support me as a customer.

Despite repeated attempts to resolve the issue, Blackhorse simply passed the blame to the dealership and did nothing to advocate on my behalf or help rectify the situation. I expected a lot more from such a well-known name, but unfortunately, they showed no accountability and no care for their customers once the deal was signed.

If you’re considering financing a car, I suggest looking elsewhere – somewhere that actually stands by their customers when things go wrong.I am left with a bill of close to £4000 thank you for your unhelpful service. Try elsewhere please

I have contacted refundo on numerous occasions and asked them to stop sending me 10 emails a day and yet they still come. It’s basically harassment

We bought a few cars from a local car dealership and used black horse finance each time, filled out the online complaint form through the martin Lewis website last year regarding pcp. We can't find our policy numbers although was told black horse would find these. Ever since then weve received letters/emails saying we need more information, or nothing is coming up to match, which is wrong as no details have changed. Obviously doing this to waste more time! Avoid!

Purchased a used Jaguar E-Pace from Arnold Clark in January 2023 using Blackhorse finance. May 2023 engine management light goes on and this was the beginning of my stress to this day, my car has since had multiple repairs and still engine management light stays on. Most recent - 17/03/2025 taken into Arnold Clark garage again due to Nox sensor fault (Nox sensors have been replaced twice already) Mot and service light off not even 24 hours, advised to contact jaguar specialist garage ( which it has been to many times over the years). Elite tell me it needs further investigation as it’s coming up as NOX sensor issue again, they also advised urgent repair to brakes and discs (remember it’s just been MOT’d and had passed with no advisories), I contact BH regarding ongoing issues, however they do not uphold complaint stating “I bought a used car” in other words it’s on me and do not care MOT has clearly not been done they also state “NOX sensors are wear and tear part” . This company and its customer service agents are terrible, please stay clear as it won’t end well ! I have since contacted financial ombudsman and trading standards.
23/06/25 - no response from Arnold Clark, clearly no care for customer safety.

I’m absolutely heartbroken by how I’ve been treated by Black Horse. I begged and pleaded for a fair and amicable agreement after my Vauxhall Grandland X suffered catastrophic engine failure at just 33,439 miles. The cause? A spark plug that exploded, leaving debris in the engine — consistent with the well-documented 1.2 PureTech engine faults Stellantis has acknowledged with recalls and warranty extensions.

I did everything right:
• The car was serviced in line with Vauxhall’s schedule.
• I obtained an independent technician report, as requested by Black Horse.
• They even contacted the garage to ask how much it would cost to fix — £7,500 — then never spoke to me again.

Instead of helping, Black Horse:
• Ignored evidence the fault was present prior to purchase.
• Took no action against Evans Halshaw, who wrongly denied warranty support.
• Left me to fund diagnostics, two months of hire cars (£995), and £312/month on a car I could not drive.
• Refused to speak to me — their FoS team insists everything go through the Financial Ombudsman, showing complete disregard for resolution or compassion.

All I asked for was a subsidy towards the Voluntary Termination (VT) fee, which would’ve cost far less than repairs. They said they’d consider it, then ignored me while I paid to get to work and support my family.

Eventually, I had no choice but to VT the vehicle — costing me £3,800, plus a £250 uplift fee because the car wasn’t driveable. Over £4,000 wasted — money I couldn’t afford — and now I’m thousands out of pocket, emotionally exhausted, and still being stonewalled.

If you’re considering finance with Black Horse: think again. They ignore customer welfare, refuse dialogue, and hide behind red tape even when it’s clear a customer is suffering.

They don’t protect customers. They protect themselves.

Now, I’m pursuing this through the Financial Ombudsman Service, Trading Standards, and Small Claims Court. All because they wouldn’t pick up the phone, show empathy, or act with integrity

I’ve purchased 2 cars recently that have both been financed through Blackhorse. Both cars were bought from Big Motoring World and both cars had problems after purchase.

On the first brake down I contacted the dealership, didn’t want to know or reimburse, it’s a long story. So I contacted Blackhorse as it’s technically their car till finance is paid off, they sorted the matter and I got all my money back for the repair to my car.

On the next 2 occasions I had the cars brake down, ALL WITHIN THE FIRST MONTH, I contacted Blackhorse first rather than Big Motoring World concerning this and on all 3 occasions I got full refunds for the repairs to the cars.

It’s on occasions like this having finance actually helps, if the cars had been paid outright for then I’m sure I would of got no where regarding refunds.

They made it easy for me to purchase my car

Incredibly difficult to talk to a person at JLR FS

Will not be using JLR FS to finance my next Jaguar

Having had my previous car stolen I was not in the right head space to find another but with help from the dealership and Black Horse I was able to enjoy choosing my new car. Thank you

2 Year fight with them, financial ombudsman judgement, they collected my not fit for purpose caravan 2 days ago, still took the direct debit payment yesterday. Was promised in writing that I will get my refund today just over £19,500. Should of hit my account today and its not. They just run interference and cause frustration anxiety and distress. Absolutely horrific to deal with.

Got hire purchase through Hilton car garage on a car hassle free and lower Apr then a loan I'd been accepted for.

Very helpful from start to finnish of my purchase.

Good and fast survey

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.