PCP Claims Against Black Horse, Santander & MotoNovo: A Lender-by-Lender Guide

If your PCP was financed by Black Horse, Santander, MotoNovo, Volkswagen Finance, Lexus Finance, Ford Finance, BMW Finance, or any other lender, you can potentially claim for DCA mis-selling. However, each lender has responded differently to the FCA's enforcement action, and some are more cooperative than others.

Black Horse (Part of Lloyds Group)

Claim Status: Affected (Confirmed)

Black Horse financed millions of PCP deals and is definitely affected by DCA mis-selling.

How to Claim:

Contact:

Black Horse Limited
Complaints Department
2 Coldharbour Lane
London SE5 9NY

Or email: complaints@blackhorse.co.uk

Include: "In accordance with the FCA's investigation into discretionary commission arrangements, I am claiming compensation for mis-sold PCP finance."

Timeline: Black Horse typically responds within 8 weeks. If they accept liability, payment follows within 2-4 weeks.

Typical compensation: £400-1,200 depending on finance amount and term

Success rate: High. If you have documentation, Black Horse usually pays.

Santander Consumer Finance

Claim Status: Affected (Confirmed)

Santander is one of the largest auto finance providers and was heavily implicated in the FCA's DCA investigation.

Contact:

Santander Consumer Finance
Complaints Department
25 Judd Street
London WC1H 4TT

Timeline: 8 weeks for initial response, then 2-4 weeks for payment

Typical compensation: £350-1,500 depending on the size of the finance and length of term

Tip: Santander has multiple divisions; ensure you're contacting Santander Consumer Finance, not other divisions.

MotoNovo Finance

Claim Status: Affected (Confirmed)

MotoNovo has established a dedicated process for DCA claims and tends to be more cooperative.

Contact:

MotoNovo Finance
Complaints Department
Cobalt 60, Silver Fox Way
Coventry CV4 9GD

Phone: 0345 009 1900

Timeline: Often 4-8 weeks for resolution, faster than some lenders

Typical compensation: £300-1,100

Success rate: High. MotoNovo is relatively straightforward if you have documentation.

Tip: Use their online complaints portal—it's efficient and faster than postal mail.

Volkswagen Finance

Claim Status: Affected (Confirmed)

Volkswagen Finance finances VW, Audi, and Skoda vehicles and is confirmed affected.

Contact:

Volkswagen Finance
Complaints Department
Yeomans Drive, Blakelands
Milton Keynes MK14 5AN

Timeline: 8-12 weeks for initial response; some cases extend to Ombudsman (6-12 months)

Success rate: Moderate. Volkswagen Finance has contested some claims; however, the Ombudsman typically rules in customers' favour.

Typical compensation: £400-1,300

Note: Higher percentage of VW Finance cases go to the Ombudsman (30-40%). For VW Finance claims, using a service like MotorRedress is particularly helpful.

Claims Process by Lender Difficulty Level

Tier 1: Easiest (Usually Cooperative)

Tier 2: Moderate

Tier 3: Harder (More Contested)

Multi-Lender Customers

If you've financed multiple cars with different lenders:

You can claim against each separately. Each agreement is assessed independently. You can have:

• A claim with Black Horse for a 2019 car
• A claim with Santander for a 2021 car
• A claim with Volkswagen for a 2020 car

All running simultaneously if needed.

What If Your Lender Has Changed Names?

Example: You financed with "FirstCar Finance" which was later acquired by Santander. Track down the current entity—acquiring companies typically assume obligations and inherit the customer contract.

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Summary: All major lenders (Black Horse, Santander, MotoNovo, Volkswagen) are affected and can be claimed against. MotoNovo and Black Horse tend to be faster; Volkswagen Finance may require Ombudsman escalation. Using a professional claims service helps navigate lender-specific processes.