PPI Blackhorse loan

Tranmore3

Hi, has anybody had expercience with blackhorse please?

I'm going to be a little bit vague on dates as I have everything stashed away but basically I had a loan with Blackhorse back in 2001-2003 and had the evidence/bank statements to support it & PPI paid, I filled in Blackhorse's contact page re PPI back in early September, the forms came through and were completed and sent off recorded delivery. Their letter enclosing the forms said I had 30 days to complete and send in which I did but they lost/didn't match up my form due to change of maiden name (the form states this but they didn't read it).

I rang after not hearing anything and they said they closed the complaint as no form received. I explained I had done it so we agreed another form needed to prepared, and the reference put on bold on the form, I gave them all the DD refs so they could definately marry it all up which they did on the phone. Sent in form and checked to see if received, yes it was but not actioned as they didn't have confirmation of my married name and new address (they'd forgot to ask me for it) so we agreed I'd email i over so they could action, again with the reference.

Four more weeks later I called and nothing had happened as they'd not received my email - they went and looked while I was on the phone and found it and said they would now have to put it in the queue.

Have called a couple of times for updates and they say because 'I' didn't reply in 30 days the form is now a 'challenge' which means the FOS say they can take as long as they like to look at it and the 8 weeks don't count at all - I said I'd contact the FOS then and was told the FOS will take their side and throw it out.

Have just called now and been told old claims are taking up to potentially two years to deal with but I can contact the FOS if I like. I'm so confused & can't seem to find anything online about 'challenges' and not having to deal with complaint on a timely basis - does anybody have any experience of this scenario or any advice - I'd be really grateful! (p.s if you made it this far well done :j )

[Deleted User]

There's no point in escalating to FOS if it's in the queue.

Just leave them to it.

Tranmore3

Thanks for your reply, so called back and yes it may take up to 2 years by which date i won't be able to go to the FOS if I don't agree with the response (as it will be out of date)?

Tranmore3

Also does anybody know if it's correct that they don't have to reply in 8 weeks due to them losing my paperwork and not reading the email they asked me to send? Thanks!

[Deleted User]

Tranmore3 wrote: »

Thanks for your reply, so called back and yes it may take up to 2 years by which date i won't be able to go to the FOS if I don't agree with the response (as it will be out of date)?

That's not true. You will still be able to go to FOS.

You just need to do it with 6 months of their final decision.

Nasqueron

Tranmore3 wrote: »

Thanks for your reply, so called back and yes it may take up to 2 years by which date i won't be able to go to the FOS if I don't agree with the response (as it will be out of date)?

Nope, you get 6 months to go to the FOS after a final rejection from the bank (when they advised you that you can use them)


The complaints deadline is for new ones, not existing



The 8 week deadline is just an aim as you have the right to go to the FOS after, it's not a deadline to give you a formal answer

Bermonia

We have seen a number of posters on here recently advising of severe delays for responses from black horse... doubt it is an issue with your late return (or perceived later return) of documents and clearly indicative of a larger issue.

You have the option to take to FOS after 8 weeks, however this will merely mean that the case is larked in a queue there instead and may take longer.

dunstonh

Thanks for your reply, so called back and yes it may take up to 2 years by which date i won't be able to go to the FOS if I don't agree with the response (as it will be out of date)?

The 6 month period to refer your complaint to the FOS is from the receipt of the rejection letter. Not the start of your complaint.

Have called a couple of times for updates and they say because 'I' didn't reply in 30 days the form is now a 'challenge' which means the FOS say they can take as long as they like to look at it and the 8 weeks don't count at all - I said I'd contact the FOS then and was told the FOS will take their side and throw it out.

The 8 weeks is a target. Something to aim for. Firms can take longer than the 8 weeks. You just have the right to go to the FOS after 8 weeks. Although sometimes that can be counterproductive as if you do that, the firm knows the FOS fee is going to be applied. So, you remove the chance of an auto-payout. And all the FOS would do is contact Blackhorse and ask for a status and then ask them to hurry up but the FOS have their own queue and they can take a long time too.

Black Horse sold loans themselves but they also acted as lender for loans put in place via car dealers, double glazing, retailers etc. Black Horse are only liable for PPI complaints that were put in place by Black Horse staff or agents. They are not liable for those put in place by dealers or brokers etc. So, part of the reason it takes them long as that many of these are decades old and may not be sold by them but they need to check first. If they did sell it, they will consider your complaint. If you used a car dealer, broker etc, they will reject your complaint and tell you to complain to the dealer/broker/retailer.

The only real risk here is if you have complained to the wrong place and you are not told that until after the deadline.

-taff

Did you actually have this loan directly from Black Horse or was it through a car dealer or someone else?