Lender Spotlight: Handling Claims with Black Horse, MotoNovo, and Santander

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.