Complaints

Is something wrong? Let us know

Sometimes things can go wrong, and we encourage customers to tell us about it.
Let us know what happened so we can try to put it right.

How can you get in touch?

Call us

You can call us on 0345 2680 831 or +44 1268 653744 if calling from abroad.

Lines are open Monday to Sunday 8am-8pm

Standard network charges may apply.

Please note there may be reduced or no services available on bank holidays.

If you have a hearing or speech impairment, you can use Relay UK for further assistance, please find more information on (Relay UK site link) 

About Relay UK | Relay UK (bt.com) 


For any additional support please visit our Accessibility page.

Write to us

You can also write to us using the following address:

Black Horse FlexPay
PO Box 376
Lowton Way
Hellaby
SHEFFIELD
S98 1GQ

When writing to us please include the following: 

• Your FlexPay account number
• Full details of your complaint - please include as much information about the complaint as you feel able to give.
• What you think we can do to put things right.
• Your phone number and the best time to contact you so our agents can contact you by phone where necessary.

You may receive a phone call to help resolve your complaint. We will be in touch via your digital inbox (and post if you have opted in to receiving postal letters).

What happens next?

We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve it there and then, we’ll take it away.

We aim to sort out things as soon as we can, and we’ll keep you updated along the way.

After five days

If we haven’t managed to resolve your complaint within 5 working days, we’ll contact you with an update or acknowledgement.

After four weeks

If we’re still investigating your complaint at 4 weeks, we’ll contact you to let you know.

After eight weeks

We’ll send you a final response. Our aim is to resolve your complaint well before this.

If your complaint is about a payment or a payment service - such as a Direct Debit or account statement - we aim to respond within 15 days.  Sometimes we may take up to 35 days to respond. If so, we’ll let you know.

What can I do if I’m still unhappy? 

Black Horse is a trading style of MBNA, which is a member of the Financial Ombudsman Service, which offers an independent review service. 

If you’re still not happy, you can ask the Financial Ombudsman Service to look at your case.

Please be aware time constraints may apply to complaint referrals to the Financial Ombudsman Service.

If you are not happy with the outcome of your complaint, you have the right to refer to the Financial Ombudsman Service within 6 months.

This service is free.

You can call them on 0800 023 4567.

You can email them at: complaint.info@financial-ombudsman.org.uk

You can write to them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You can visit their website for more information: financial-ombudsman.org.uk