Black Horse stopped updating

bobbertandsammy

Hi all, just wondering if this has happened to anyone else. Submitted complaint to Black Horse and had acknowledgment email then a couple of update emails every 28 days until May 2024 then nothing at all since then. I have emailed to query the lack of updates but had nothing back from that either.

TadleyBaggie

Everything is hold until the FCA complete their investigations, I doubt anything will change until then.

dunstonh

bobbertandsammy said:

Hi all, just wondering if this has happened to anyone else. Submitted complaint to Black Horse and had acknowledgment email then a couple of update emails every 28 days until May 2024 then nothing at all since then. I have emailed to query the lack of updates but had nothing back from that either.

Why are you asking for updates?
DCA complaints are suspended until at least late 2025 (it is earmarked to resolve between Sept 2025 and Dec 2025).    However, it could be put back another year or two after that depending on legal cases.

bobbertandsammy

Maybe I didn’t make myself clear. I’m not asking about updates to complaints or outcomes etc… Black horse had been sending me an email every 28 days saying nothings changed, still dealing with and will update in another 28 days. These are the emails that suddenly stopped, I was just wondering if anyone else had the same happen to them. 

Hoenir

Perhaps there's nothing to say. Given the fact that the matter has effectively been suspended with a far longer timetable. 

dunstonh

bobbertandsammy said:

Maybe I didn’t make myself clear. I’m not asking about updates to complaints or outcomes etc… Black horse had been sending me an email every 28 days saying nothings changed, still dealing with and will update in another 28 days. These are the emails that suddenly stopped, I was just wondering if anyone else had the same happen to them. 

With the FCA suspending it for another year (and the potential for more) there is nothing to be gained from continuing 28 day letters.

Lazy_Dog

I’m with bobbertandsammy with this. I too last recieved a ‘28 day update’ on 28th Aug. I emailed them to request an update on the 8th Nov, but no response. If Black Horse have changed their approach then they should have the courtesy to say so. Thoughts anybody?

DullGreyGuy

Suspect sending a 28 day email was all well and good when there were a few hundred to send and it would only be a few months but as the deadline stands today companies will have into January 2026 to review cases and most people think this will go back further. There's a reasonable prospect of it broadening too give the CoA's decision and sending 28 day holding emails to hundreds of thousands of customers for 2 years or more is a different proposition.  Yes, would have been good for them to communicate but good isn't always the standard achieved. 

dunstonh

 If Black Horse have changed their approach then they should have the courtesy to say so. Thoughts anybody?

Black horse haven't changed "their" approach.  The regular changed it for them.  Black Horse have updated their website to reflect the FCA's current position:
https://www.blackhorse.co.uk/help/complaints/motor-commission-complaints.html

However, its expected to be put back again.   

No point sending out 28 day letters from the next 2-3 years. 

chrissiewants2save

Black Horse Finance - I gave all the information needed and received one acknowledgement, early this year.  I've now received 2 letters dated 29/10/24 and 30/10/2024 because they can't find a finance agreement, asking for the same information I already had supplied them earlier this year. Figure that out? Putting people off tactics?  😱

dunstonh

chrissiewants2save said:

Black Horse Finance - I gave all the information needed and received one acknowledgement, early this year.  I've now received 2 letters dated 29/10/24 and 30/10/2024 because they can't find a finance agreement, asking for the same information I already had supplied them earlier this year. Figure that out? Putting people off tactics?  😱

As the complaints processed is currently suspended and the FCA have not yet published what they expect consumers and businesses to do, then any complaints at this time are just creating a lot of work with systems not yet properly in place to deal with them (some firms are getting there now but not all).

You need to be a bit more patient.