Are Blackhorse trying to restart my (DC) claim ???

Blackhorse1

I submitted my initial formal enquiry on the 08:02:2024 @ 14:37. I received conformation (saved in my emails) from Blackhorse on the 31.05.2024 @ 09:51, stating in their letter attached that there had been a 'discretionary commission agreement' on my motor finance. They haven't responded to any of my emails since that date but I have called them a couple of times because of their lack of response to my emails and found out during the 1st call that my claim ref number changed from an 'M' ref to an 'MF' ref. I hadn't received anything letting me know of this and despite asking on 2 occasions for a copy of the letter with the new ref number to be emailed to me, and also requesting that it be sent to my home address and providing them with the full address details both times I had requested such, I have never received a copy of that letter. However I do have my new claim number saved as they had given it to me during that 1st phone call. I have heard nothing further RE my claim to date until Friday the 07.03.2025 @ 15:29 where I recently received a 1st response reply as shown below.

"Dear Customer

We’ve received your request to check if there was a discretionary commission arrangement on your motor finance agreement with us. We’re experiencing a high number of enquiries at the moment and it’s taking longer than usual for us to respond.

We’ll get back to you as soon as possible. If we need further information, we’ll get in touch with you using the contact details you’ve provided.

Thank you for your patience while we look into this for you.

Yours sincerely
Customer Services"

I have evidence that they have acknowledged my 'discretionary commission' back last year so why are they now sending me emails as if they haven't looked into it yet?

Has anyone else had this happen??

born_again

Blackhorse1 said:

I submitted my initial formal enquiry on the 08:02:2024 @ 14:37. I received conformation (saved in my emails) from Blackhorse on the 31.05.2024 @ 09:51, stating in their letter attached that there had been a 'discretionary commission agreement' on my motor finance. They haven't responded to any of my emails since that date but I have called them a couple of times because of their lack of response to my emails and found out during the 1st call that my claim ref number changed from an 'M' ref to an 'MF' ref. I hadn't received anything letting me know of this and despite asking on 2 occasions for a copy of the letter with the new ref number to be emailed to me, and also requesting that it be sent to my home address and providing them with the full address details both times I had requested such, I have never received a copy of that letter. However I do have my new claim number saved as they had given it to me during that 1st phone call. I have heard nothing further RE my claim to date until Friday the 07.03.2025 @ 15:29 where I recently received a 1st response reply as shown below.

"Dear Customer

We’ve received your request to check if there was a discretionary commission arrangement on your motor finance agreement with us. We’re experiencing a high number of enquiries at the moment and it’s taking longer than usual for us to respond.

We’ll get back to you as soon as possible. If we need further information, we’ll get in touch with you using the contact details you’ve provided.

Thank you for your patience while we look into this for you.

Yours sincerely
Customer Services"

I have evidence that they have acknowledged my 'discretionary commission' back last year so why are they now sending me emails as if they haven't looked into it yet?

Has anyone else had this happen??

Maybe because nothing has been decided yet, due to ongoing court case

https://www.fca.org.uk/news/statements/firms-given-until-december-2025-respond-motor-finance-commission-complaints

DullGreyGuy

Because you keep chasing them? 

They cannot give a response until the FCA has published its report. At present the FCA has frozen the clock on companies having 8 weeks to respond until early December which means they'll have until late January 2026 to respond. This date may well go back as there are various court cases going through the process at the moment and the FCA is unlikely to make a decision until the courts have. 

You need to be patient for at least until the end of the year. If it's pushed back again there will be a sticky update at the top of this forum to advise people. 

dunstonh

They haven't responded to any of my emails since that date but I have called them a couple of times because of their lack of response to my emails 

Stop doing that.  You are wasting everyone's time and money and its probably the cause of them resending communications to you.   You have probably been lodged multiple times.

Blackhorse1

Just so everyone is aware as what I have written has not been interpreted correctly. I have not chased this claim since I received my new ref number. The only thing I did request at that time was written conformation with my new ref number on it as I have never received such by neither email or post. So telling me to "stop doing that" or that "means that you clearly, either have not read what I have written correctly, or missed the whole point. So just to be clear I am not wasting time nor money as you have saw fit to comment. There initial response was to say claim had been logged and that they were looking into it (09.02.24). Then I had a letter saying that I did have a DC on my finance (32.05.24). Then I submitted a change of address but had no response so called them a week later and they changed it over the phone, it was at this point I found out my claim ref had been upgraded so just as well I did call not leave them alone as per your suggestion! I am well aware that the FCA have extended the timeframes and I have not contacted Blackhorse by neither email, or phone, since I called to change my address. Now almost a year later I have received an initial response email to say they would investigate if I had a DC on my motor finance for no reason. That was my point. Why respond a year later to say they are looing into a claim on a DC that they have already admitted to. It seems to me as if they are trying to restart my claim but I have proof from last year that they have already admitted that I had a DC on my motor finance so that was the query. Perhaps before handing out advice you should make sure you have interpreted what has been written correctly 1st.

Nasqueron

Blackhorse1 said:

Just so everyone is aware as what I have written has not been interpreted correctly. I have not chased this claim since I received my new ref number. The only thing I did request at that time was written conformation with my new ref number on it as I have never received such by neither email or post. So telling me to "stop doing that" or that "means that you clearly, either have not read what I have written correctly, or missed the whole point. So just to be clear I am not wasting time nor money as you have saw fit to comment. There initial response was to say claim had been logged and that they were looking into it (09.02.24). Then I had a letter saying that I did have a DC on my finance (32.05.24). Then I submitted a change of address but had no response so called them a week later and they changed it over the phone, it was at this point I found out my claim ref had been upgraded so just as well I did call not leave them alone as per your suggestion! I am well aware that the FCA have extended the timeframes and I have not contacted Blackhorse by neither email, or phone, since I called to change my address. Now almost a year later I have received an initial response email to say they would investigate if I had a DC on my motor finance for no reason. That was my point. Why respond a year later to say they are looing into a claim on a DC that they have already admitted to. It seems to me as if they are trying to restart my claim but I have proof from last year that they have already admitted that I had a DC on my motor finance so that was the query. Perhaps before handing out advice you should make sure you have interpreted what has been written correctly 1st.

The first letter could, in theory, have been in error just as an example, if they said you had it, then realised you didn't, the letter doesn't mean anything - they wouldn't be forced to pay out. It could be they said you had it, then realised it was neutral (i.e. it was on the deal but wasn't used) or even positive (interest rate lowered) so it's moved to a different team. It's also possible they thought you did but now can't find any evidence of what was paid, so are waiting for the FCA response which is also looking into legacy ones where people have no paperwork.