---
title: "Lender Spotlight (Handling Claims with Black Horse MotoNovo and Santander)"
canonical: "https://carfinancerefundletter.co.uk/blog/lender-spotlight-black-horse-motonovo"
date: "2025-11-27T09:00:00.000Z"
---
# Lender Spotlight (Handling Claims with Black Horse MotoNovo and Santander)

_Published: November 27, 2025_ · _2 min read_

Different lenders have different processes. We share tips on dealing with the big three car finance providers.

**Canonical:** [HTML article](https://carfinancerefundletter.co.uk/blog/lender-spotlight-black-horse-motonovo)

---

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.