Lender Spotlight (Handling Claims with Black Horse MotoNovo and Santander)
Different lenders have different processes. We share tips on dealing with the big three car finance providers.
Key Takeaways & Core Claims
- Major UK lenders (including Lloyds, Barclays, and Close Brothers) have set aside billions in provisions for motor finance claims.
- Locate your original finance provider from bank statements or agreements to ensure your complaint is sent to the correct legal entity.
- Submit a formal complaint letter to queue your claim before final redress payouts begin.
While the regulations are the same, the experience of complaining can vary wildly between lenders. Here is what we are seeing on the ground in late 2025.
Black Horse (Lloyds Banking Group)
- Volume: The largest provider, with the biggest exposure to claims.
- Process: They have a dedicated online portal now.
- Tip: They are thorough but slow. Expect to wait the full 8 weeks. They are proactively setting aside provisions for refunds, which is a good sign for validity.
MotoNovo Finance
- Volume: Huge in the used car market.
- Process: often requires more chasing. They may ask for more specific details about the dealer.
- Tip: Be persistent. Ensure you have your agreement number ready, as their systems can be tricky to search by name alone.
Santander Consumer Finance
- Volume: A major player in both new and used markets.
- Process: Generally efficient, but they have been known to send generic "holding" letters.
- Tip: Don't let a generic letter put you off. It's a standard delay tactic. Reply asking for a specific timeline.
General Advice
Regardless of the lender, the key is consistency. Use a standardised complaint letter (like ours) so they cannot claim "insufficient information" to delay your case.
Simeon Onaola
Founder, consumer rights advocate, and motor finance specialist. Dedicated to helping UK motorists challenge undisclosed discretionary commission arrangements and claim their rightful refunds.
Disclaimer: This content is for informational purposes only and does not constitute legal or financial advice.
Ready to Claim Your Refund?
Don't let lenders keep your money. Generate your professional complaint letter in minutes and keep 100% of your compensation.