Short Answer: Yes, You Can Claim Against Any Lender
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. The FCA's findings apply broadly, and you have the same legal rights regardless of which lender financed your car.
However, each lender has responded differently to the FCA's enforcement action, and some are more cooperative than others. Here's what you need to know about specific major lenders.
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. They've been identified by the FCA as having failed to properly disclose discretionary commissions.
How Black Horse Is Responding
Proactive payments: Black Horse has been somewhat proactive in recent years, with mixed outcomes:
- Some customers received letters offering compensation proactively (2024-2025)
- Other customers had to complain to get action
- Not all affected customers have been contacted
How to Claim
If you haven't heard from them:
- Find your account reference - Check old documents or the registration documents from when you bought the car
- Write to Black Horse complaints:
Black Horse Limited
Complaints Department
2 Coldharbour Lane
London SE5 9NY
Or email: complaints@blackhorse.co.uk
Reference the FCA findings: "In accordance with the FCA's investigation into discretionary commission arrangements, I am claiming compensation for mis-sold PCP finance."
Provide: Original credit agreement, account number, dates, amounts
Timeline: Black Horse typically responds within 8 weeks. If they accept liability, payment follows within 2-4 weeks.
Success rate: High. If you have documentation, Black Horse usually pays.
Typical compensation: £400-1,200 depending on finance amount and term
Special Considerations
- Balloon payments: If you haven't paid the balloon payment yet, clarify whether it affects compensation (usually it doesn't)
- Vehicle ownership: If you've sold the car, it doesn't matter; the claim is still valid
- Account closure: Whether your account is closed or you're still paying doesn't affect eligibility
Recent Developments
As of 2026, Black Horse has settled numerous cases, but many customers remain uncompensated. Filing a complaint will likely trigger a review even if you don't hear from them proactively.
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. They've been identified as having systematically failed to disclose discretionary commissions.
How Santander Is Responding
Mixed approach: Santander is:
- Responding to formal complaints
- Not always proactively contacting customers
- Paying compensation when claims are submitted
- Some contested cases go to the Ombudsman
How to Claim
Contact address:
Santander Consumer Finance
Complaints Department
25 Judd Street
London WC1H 4TT
Or online portal: santanderconsumerfinance.co.uk (look for "Contact Us")
Claim process:
- Gather your credit agreement
- Write a formal complaint letter mentioning FCA DCA mis-selling
- Include: account number, finance amount, term, interest rate
- Request: calculation of compensation
Timeline: 8 weeks for initial response, then 2-4 weeks for payment
Success rate: Moderate to high. Santander has been more defensive than some lenders but ultimately pays validated claims.
Typical compensation: £350-1,500 depending on the size of the finance and length of term
Special Considerations
- Multiple vehicles: If you've financed more than one car with Santander, each is a separate claim
- Refinancing: If you refinanced with Santander, clarify which agreement is being claimed
- Joint agreements: If the PCP was in joint names, both parties can claim (though it's typically one compensation amount split)
Recent Developments
Santander has been involved in multiple FCA settlements. As of early 2026, they continue to process claims, with success rates improving as case law clarifies entitlements.
MotoNovo Finance
Claim Status: Affected (Confirmed)
MotoNovo is a significant specialist auto finance provider and confirmed affected by DCA mis-selling. Many claims have been processed successfully.
How MotoNovo Is Responding
More cooperative than some:
- MotoNovo has established a dedicated process for DCA claims
- They respond faster than some other lenders (sometimes within 4-6 weeks)
- Less likely to contest valid claims
- Have paid out significant compensation (hundreds of millions)
How to Claim
Contact address:
MotoNovo Finance
Complaints Department
Cobalt 60
Silver Fox Way
Coventry CV4 9GD
Phone: 0345 009 1900
Or file via their complaints portal on their website
What to include:
- Account number and vehicle registration
- Original credit agreement
- Explanation of why commission wasn't properly disclosed
- Reference to FCA's DCA findings
Timeline: Often 4-8 weeks for resolution, faster than some lenders
Success rate: High. MotoNovo is relatively straightforward if you have documentation.
Typical compensation: £300-1,100
Special Considerations
- Dealer agreements: Some MotoNovo deals were brokered through dealerships; clarify this in your complaint
- Secondary market: Some MotoNovo contracts were sold to other lenders; if so, claim against the current owner
- Settlement agreements: MotoNovo has published detailed settlement criteria; ask them for the specific calculation they're using
Positive Aspect
MotoNovo has been more transparent than some competitors about their settlement process, which means if you understand their criteria, you'll know approximately what to expect.
Volkswagen Finance
Claim Status: Affected (Confirmed)
Volkswagen Finance, which finances Volkswagen, Audi, and Skoda vehicles, is confirmed affected. Many VW group customers are entitled to compensation.
How Volkswagen Finance Is Responding
Slower but eventually compliant:
- Volkswagen Finance has been slower to acknowledge the issue than some competitors
- However, they are settling claims when properly submitted
- May take longer to process than Black Horse or MotoNovo
- Some cases have required escalation to the Ombudsman
How to Claim
Contact address:
Volkswagen Finance
Complaints Department
Yeomans Drive
Blakelands
Milton Keynes MK14 5AN
Or: www.volkswagen-finance.co.uk
Key information to provide:
- VIN (Vehicle Identification Number)
- Finance agreement number
- Original credit agreement or proof of finance
- Proof of payments
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' favor.
Typical compensation: £400-1,300
Specific Challenges
- Complex calculations: Volkswagen Finance uses complex commission models; their calculations are sometimes hard to verify
- Ombudsman escalation: Higher percentage of VW Finance cases go to the Ombudsman (30-40%) compared to other lenders
- Audi and Skoda: Same claims process applies if you financed an Audi or Skoda through their finance arms
Other Finance Providers
Ford Motor Credit
Status: Affected
- Claim process: Similar to other large providers
- Success rate: Good
- Timeline: 6-12 weeks
- Typical compensation: £300-1,000
- Contact: Ford Motor Credit Consumer Finance
BMW Finance / Lexus Finance / Mercedes Finance
Status: Affected (all premium brand finance arms are confirmed affected)
- Claim process: Usually straightforward
- Success rate: High (premium brands often more organized)
- Timeline: 4-8 weeks
- Typical compensation: £400-1,500 (higher due to larger finance amounts)
Hire Purchase/Specialist Lenders
If you financed through a smaller or specialist lender not listed here, the same principles apply:
- Claim within 6 years of the agreement date
- Reference the FCA's DCA findings
- Provide documentation
- If rejected, escalate to the Ombudsman
Success rate depends on the lender's cooperation, but the law is the same for all.
Claims Process by Lender Difficulty Level
Tier 1: Easiest (Usually Cooperative)
| Lender | Why | Timeline | Success |
|---|---|---|---|
| MotoNovo | Established process | 4-8 weeks | 85%+ |
| Black Horse | Proactive in some cases | 6-10 weeks | 80%+ |
| Ford Finance | Organized | 6-10 weeks | 75%+ |
Tier 2: Moderate (Generally Cooperative)
| Lender | Why | Timeline | Success |
|---|---|---|---|
| Santander | Large but bureaucratic | 8-12 weeks | 70-75% |
| BMW Finance | Organized but thorough | 8-12 weeks | 75%+ |
Tier 3: Harder (More Contested)
| Lender | Why | Timeline | Success |
|---|---|---|---|
| Volkswagen Finance | Slow to acknowledge | 10-16 weeks | 65-70% |
| Smaller lenders | Fewer resources | 12+ weeks | Variable |
Note: Even "harder" lenders pay valid claims; it just takes longer and may require Ombudsman escalation.
Specific Lender Tips
When Claiming Against Black Horse
- Mention your branch: If you can find documentation showing which Black Horse branch facilitated the deal, include it
- Follow up proactively: If you don't hear back within 6 weeks, chase
- Escalation works: If initially rejected, escalating to the Ombudsman usually results in payment
When Claiming Against Santander
- Get your account number right: Santander has multiple divisions; ensure you're contacting the correct one (Santander Consumer Finance, not other divisions)
- Expect scrutiny: Santander may request additional documentation; be prepared to provide it
- Be specific: Reference exact dates from your credit agreement to strengthen your case
When Claiming Against MotoNovo
- Use their portal: MotoNovo's complaints portal is efficient; prefer it over postal mail
- Ask for the calculation formula: MotoNovo is transparent; ask them exactly how they're calculating your compensation
- Early settlement: If you settled early, clarify how this affects compensation (usually it doesn't)
When Claiming Against Volkswagen Finance
- Get the VIN ready: Volkswagen Finance uses VIN extensively in their records; have this ready from day one
- Budget for Ombudsman escalation: Higher chance you'll need this; don't be discouraged if VW rejects initially
- Hire a professional: For VW Finance claims, using a service like MotorRedress is particularly helpful, as they've dealt with VW's specific resistance patterns
What If Your Lender Has Been Acquired or Changed Names?
Example scenarios:
- You financed with "FirstCar Finance" which was later acquired by Santander
- You financed with "Lender X" which went out of business
Solution:
- Find the current entity responsible (acquisition companies typically assume obligations)
- Track down the contact details of the acquiring company
- Provide your original finance paperwork showing the original lender
- Submit claim to the current owner—they inherit the obligation
Most acquiring companies assume responsibility for legacy claims, as they've acquired the customer contract too.
Comparing Lender Responses: A Simple Guide
| Question | Answer |
|---|---|
| Will all major lenders eventually pay? | Yes, but timelines vary |
| Which lenders are fastest? | MotoNovo, Black Horse, Ford |
| Which might I need to escalate? | Volkswagen Finance, some smaller lenders |
| Can I claim against a dealership instead? | Only if they were the actual lender (rare); usually claim against the finance company |
| If my lender has gone out of business? | Claim against their successor or the FSCS if no successor |
Multi-Lender Customers
If you've financed multiple cars with different lenders:
✓ You can claim against each separately
Each agreement is assessed independently. Your compensation from one lender doesn't affect claims against others. 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.
Using MotorRedress for Specific Lenders
Services like MotorRedress (motorredress.co.uk) have established relationships with all major lenders, which helps because:
- They know the current contact procedures for each lender
- They know which lenders are quicker to respond
- They've negotiated standard compensation calculations
- They can escalate to the Ombudsman faster if needed
- They know which lenders typically contest claims (and how to counter them)
If you're claiming against a difficult lender or uncertain about the process, using a professional service can significantly speed up your claim and increase success probability.
FCA Disclaimer
This information reflects the current status of major UK auto finance lenders regarding DCA mis-selling claims (as of March 2026). Lender responses, timelines, and claim success rates are based on observed patterns and publicly available FCA enforcement actions. However, individual lender policies can change, compensation calculations vary, and the specific response your lender provides may differ from these general observations. Always verify the current status of your specific lender with official FCA announcements and contact the lender directly for their specific claims process. For official guidance, consult the FCA website (fca.org.uk) or the Financial Ombudsman Service (financial-ombudsman.org.uk).
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.
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