Motor commission complaints form

This form allows you to raise complaints regarding motor commission with us online. Please provide as much information as possible to allow us to complete our investigation.

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

No

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

No

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'.

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.

No

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. When we’ve finished our review and reached a decision, we’ll send you a final response letter.

We will provide you with a response as soon as we can and, at regular intervals, we‘ll advise you of the progress that we have made. The Financial Conduct Authority (FCA) gives us eight weeks to respond to your complaint. We aim to respond to your complaint before this deadline.

If your complaint relates to a discretionary commission arrangement, the Financial Conduct Authority (FCA) has applied a pause on the eight week time limit within which we are required to provide a response. The pause came into force on 11 January 2024, and applies to complaints received between 17 November 2023 until 25 September 2024. For more information on the reasons for the pause please visit the Financial Conduct Authority website.

We’ll be in touch with you after 25 September 2024 if the pause affects your complaint. If anything changes in the meantime, we’ll let you know. If the pause doesn’t affect your complaint, we’ll be in touch with you as soon as possible.

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.

The FOS usually cannot consider a complaint if it is referred more than 6 months after the firm sent the complainant its final response. For complaints relating to a discretionary commission arrangement, an extension has now been applied where a final response to a discretionary commission arrangement complaint is sent during the period beginning with 12 July 2023 and ending with 20 November 2024. These complainants will now have 15 months from the date that their final response is issued to them to refer their complaint to the FOS.

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