Any Black Horse replies?

dunstonh

So I called Black Horse, provided all four agreements numbers and somehow they managed to find the finance agreements for all four vehicles. 

Archived data is usually stored under the agreement number.  So, no surprise they found it when you gave the agreement numbers.

My skeptic mind is telling me that this request for further information was a delay tactic. 

And what would they be delaying?  The complaints process on DCA is closed until at least September.

Largs

Does anyone know if they also deal with the former Capital Bank plc complaints.  It was previously owned by the Bank of Scotland and they all seem to be part of the Lloyds Bank.  Sent Blackhorse an email a while ago and no reply.

mojo293

I found an agreement for a previous car and contacted Black Horse using the MSE template letter (via email) in early April. I subsequently recieved a couple of reply emails saying they were dealing with a lot of quries but would deal with mine too. mThen last month, I recieved a letter from them confirming my agreement was subject to a DCA, and they were logging my complaint. Letter said they'd respond further after 25th (I think) of September.

I have since (today) found an agreement for my last car, with Santander and submitted the same with them respectively. Nothing ventured, and all that.

As with both of these claims, if nothing comes from them, I've lost nothing, but you never know, could get some recourse after the FCA stuff is done.

Mickey_Bee

Nasqueron said:

Mickey_Bee said:

Received a letter from BH yesterday saying they couldn't find details of our agreement. They were given everything apart from the agreement number which we didn't have any documentation for. We contacted BH who were obviously blagging that they didn't have any details. The young lady said that they could put a request in to find the agreement, but it could take 30 days - that would take us over the 6 years document retention period .... hmmmm!
Desperate to find the agreement number from July 2018 we contacted our bank to see if they still had the direct debit details with the agreement reference on - 2 minutes later they found them - well done HSBC 👏. 
Another call to BH today will be made - let's see what they come up with!

BH are not "obviously blagging" anything, if they can't find your data, they can't find it.

6 years is a guideline, it doesn't mean they just automatically delete stuff and proactively deleting data which is subject to a complaint would risk serious fines so they won't do it.

It's more than likely BH simply have closed agreements archived off somewhere and sorted by agreement number, they may well find it now you have the data. None of which means anything at the moment though due to the FCA review

Update; further 3 letters received while on holiday, all saying that they can't find anything - one of them from their archives department. I just smell a rat as we are on the cusp of being 6 years since the agreement was signed. They keep saying they are very busy, but maybe they wouldn't be so busy if they just found the agreements first time rather than endless letters and phone calls going backwards and forwards 

HampshireH

I too received a letter this week from them saying they couldn't find any information and asked for everything I had already provided but I don't have the agreement number.

Didn't think to ask the bank so will do that 

Nasqueron

Mickey_Bee said:

Nasqueron said:

Mickey_Bee said:

Received a letter from BH yesterday saying they couldn't find details of our agreement. They were given everything apart from the agreement number which we didn't have any documentation for. We contacted BH who were obviously blagging that they didn't have any details. The young lady said that they could put a request in to find the agreement, but it could take 30 days - that would take us over the 6 years document retention period .... hmmmm!
Desperate to find the agreement number from July 2018 we contacted our bank to see if they still had the direct debit details with the agreement reference on - 2 minutes later they found them - well done HSBC 👏. 
Another call to BH today will be made - let's see what they come up with!

BH are not "obviously blagging" anything, if they can't find your data, they can't find it.

6 years is a guideline, it doesn't mean they just automatically delete stuff and proactively deleting data which is subject to a complaint would risk serious fines so they won't do it.

It's more than likely BH simply have closed agreements archived off somewhere and sorted by agreement number, they may well find it now you have the data. None of which means anything at the moment though due to the FCA review

Update; further 3 letters received while on holiday, all saying that they can't find anything - one of them from their archives department. I just smell a rat as we are on the cusp of being 6 years since the agreement was signed. They keep saying they are very busy, but maybe they wouldn't be so busy if they just found the agreements first time rather than endless letters and phone calls going backwards and forwards 

Again, there is no "smelling a rat", the FCA has made it clear firms cannot time bar things arbitrarily and as your complaint is lodged, they cannot close that off either. Firms actively deleting data to avoid a process which may yet be a damp squib is a massive risk of fines from the FCA, it simply won't happen. 6 years is not some sort of guillotine equivalent where data is automatically removed, indeed, it's simply guidance for firms for how long to keep data due to various laws and consumer rights, plenty keep it longer.

Rather than malicious actions, it's far more likely they simply don't have your data for whatever reason, or it was stored incorrectly. Send them a DSAR if you haven't already using the agreement number and any other data you have, they have to respond to that 

Regardless, if the FCA rules against the firms, they may have to proactively contact customers and deal with them so you not having copies would be immaterial, no-one knows how the FCA would act. They might even make firms repay based on the balance of probabilities that you had it and what it likely cost you if your agreement was similar to someone else they have documentation for e.g. sold by same dealer, same time frame etc

Mickey_Bee

Nasqueron said:

Mickey_Bee said:

Nasqueron said:

Mickey_Bee said:

Received a letter from BH yesterday saying they couldn't find details of our agreement. They were given everything apart from the agreement number which we didn't have any documentation for. We contacted BH who were obviously blagging that they didn't have any details. The young lady said that they could put a request in to find the agreement, but it could take 30 days - that would take us over the 6 years document retention period .... hmmmm!
Desperate to find the agreement number from July 2018 we contacted our bank to see if they still had the direct debit details with the agreement reference on - 2 minutes later they found them - well done HSBC 👏. 
Another call to BH today will be made - let's see what they come up with!

BH are not "obviously blagging" anything, if they can't find your data, they can't find it.

6 years is a guideline, it doesn't mean they just automatically delete stuff and proactively deleting data which is subject to a complaint would risk serious fines so they won't do it.

It's more than likely BH simply have closed agreements archived off somewhere and sorted by agreement number, they may well find it now you have the data. None of which means anything at the moment though due to the FCA review

Update; further 3 letters received while on holiday, all saying that they can't find anything - one of them from their archives department. I just smell a rat as we are on the cusp of being 6 years since the agreement was signed. They keep saying they are very busy, but maybe they wouldn't be so busy if they just found the agreements first time rather than endless letters and phone calls going backwards and forwards 

Again, there is no "smelling a rat", the FCA has made it clear firms cannot time bar things arbitrarily and as your complaint is lodged, they cannot close that off either. Firms actively deleting data to avoid a process which may yet be a damp squib is a massive risk of fines from the FCA, it simply won't happen. 6 years is not some sort of guillotine equivalent where data is automatically removed, indeed, it's simply guidance for firms for how long to keep data due to various laws and consumer rights, plenty keep it longer.

Rather than malicious actions, it's far more likely they simply don't have your data for whatever reason, or it was stored incorrectly. Send them a DSAR if you haven't already using the agreement number and any other data you have, they have to respond to that 

Regardless, if the FCA rules against the firms, they may have to proactively contact customers and deal with them so you not having copies would be immaterial, no-one knows how the FCA would act. They might even make firms repay based on the balance of probabilities that you had it and what it likely cost you if your agreement was similar to someone else they have documentation for e.g. sold by same dealer, same time frame etc

We put in a DSAR request and that was one of the letters coming back saying they couldn't find the agreement and we need to send more information - all the information that we have already sent. This is in stark contrast to Mercedes Finance who found our details for a different car with less information in 2 weeks.

Nasqueron

Mickey_Bee said:

Nasqueron said:

Mickey_Bee said:

Nasqueron said:

Mickey_Bee said:

Received a letter from BH yesterday saying they couldn't find details of our agreement. They were given everything apart from the agreement number which we didn't have any documentation for. We contacted BH who were obviously blagging that they didn't have any details. The young lady said that they could put a request in to find the agreement, but it could take 30 days - that would take us over the 6 years document retention period .... hmmmm!
Desperate to find the agreement number from July 2018 we contacted our bank to see if they still had the direct debit details with the agreement reference on - 2 minutes later they found them - well done HSBC 👏. 
Another call to BH today will be made - let's see what they come up with!

BH are not "obviously blagging" anything, if they can't find your data, they can't find it.

6 years is a guideline, it doesn't mean they just automatically delete stuff and proactively deleting data which is subject to a complaint would risk serious fines so they won't do it.

It's more than likely BH simply have closed agreements archived off somewhere and sorted by agreement number, they may well find it now you have the data. None of which means anything at the moment though due to the FCA review

Update; further 3 letters received while on holiday, all saying that they can't find anything - one of them from their archives department. I just smell a rat as we are on the cusp of being 6 years since the agreement was signed. They keep saying they are very busy, but maybe they wouldn't be so busy if they just found the agreements first time rather than endless letters and phone calls going backwards and forwards 

Again, there is no "smelling a rat", the FCA has made it clear firms cannot time bar things arbitrarily and as your complaint is lodged, they cannot close that off either. Firms actively deleting data to avoid a process which may yet be a damp squib is a massive risk of fines from the FCA, it simply won't happen. 6 years is not some sort of guillotine equivalent where data is automatically removed, indeed, it's simply guidance for firms for how long to keep data due to various laws and consumer rights, plenty keep it longer.

Rather than malicious actions, it's far more likely they simply don't have your data for whatever reason, or it was stored incorrectly. Send them a DSAR if you haven't already using the agreement number and any other data you have, they have to respond to that 

Regardless, if the FCA rules against the firms, they may have to proactively contact customers and deal with them so you not having copies would be immaterial, no-one knows how the FCA would act. They might even make firms repay based on the balance of probabilities that you had it and what it likely cost you if your agreement was similar to someone else they have documentation for e.g. sold by same dealer, same time frame etc

We put in a DSAR request and that was one of the letters coming back saying they couldn't find the agreement and we need to send more information - all the information that we have already sent. This is in stark contrast to Mercedes Finance who found our details for a different car with less information in 2 weeks.

All that means is different companies store data in different ways

Rach7880

I’ve had numerous acknowledgments via email then a letter landed this morning saying they believe my agreement taken out in December 2007 involved a DCA and they will log the complaint and be in touch. Unsure if I’ll get anything and If so what the amount could possibly be. 

Nasqueron

Rach7880 said:

I’ve had numerous acknowledgments via email then a letter landed this morning saying they believe my agreement taken out in December 2007 involved a DCA and they will log the complaint and be in touch. Unsure if I’ll get anything and If so what the amount could possibly be. 

Nobody knows if a) anyone will get anything and b) what that amount could be if compensation is needed

Remember also there are 3 types of DCA - positive (reduces your interest to get a sale), neutral (interest rate offered was given to you) and negative (interest rate was raised for more commission for sales). If you had the former 2, it's almost certain you won't get anything because you were not financially harmed