Black Horse and MotoNovo Car Finance Complaints: Where to Start

Black Horse and MotoNovo both provide direct routes for motor finance commission complaints. The useful first step is to identify your own lender and agreement, rather than infer eligibility from a bank's size, market share or compensation provision. The official pages below were checked on 28 October 2026.

Find the correct lender

Look at the lender named in your agreement and bank statements. If the paperwork is missing, use the FCA's lender directory to check contact details and complaint routes. A dealer's name and the finance provider's name may differ.

Before entering personal details, open the lender's official guidance yourself and follow its links. Keep an agreement list if you financed more than one vehicle.

Complaining to Black Horse

The Black Horse motor commission page links to its dedicated complaint form. It asks for vehicle or agreement details, the complaint and what you want it to do. The form has no save button, so prepare your notes first.

Black Horse also offers an information request to check the commission arrangement. Do not assume an information request is the same as making a complaint: state clearly when you want the lender to investigate unfair treatment.

Its page says customers with an existing complaint do not need to do anything and will be contacted with an update. Keep the original reference and respond if the lender asks for information.

Complaining to MotoNovo

The MotoNovo commission complaints page directs customers to its complaint form and asks them to select the commission option. It requests a separate form for each agreement. You do not have to establish the commission type beforehand; MotoNovo says it will check.

MotoNovo also says existing complaints remain open. It is contacting some customers whose agreements do not qualify under the scheme. Read any response carefully and follow its instructions if you disagree.

What to keep after submitting

Save the completed text or form confirmation, submission date, agreement number and acknowledgment. If an acknowledgment does not arrive, use a verified lender contact to check receipt before sending repeated complaints. Keep your contact details current.

Both lenders' current guidance describes the scheme's partial suspension. Neither an acknowledgment nor a lender provision proves that you will receive money. Our current timetable explains the wider position. You can also adapt our free complaint template to organise the facts before contacting the lender.