Hi Mummy2two
I know quite abit about the internal workings of blackhorse. They do rely on a credit scoring system and only accept better rated customers from some car dealers. It could be that the dealer that is proposing you doesnt have a good customer base record with them, it could also be that the dealer does not prefer to use BH (dealers tend to prefer a particular lender on the grounds of commissions and bonuses). You dont say, but another area that will affect your chances of acceptance are the age of the vehicle and the amount of deposit. It could also be that they are putting your details through electronically, or via the new business call centre staff and it is only being looked at on a pure 'score only' basis.
BH are fighting for a place in the car finance market along with a lot of other big players. The thing they see as their strength is their branding, and what it stands for. Surveys have shown that people think of the blackhorse as a strong, reliable, fair and reputable brand. BH are keen to build on the back of this. Staff have to operate under 'CLEAR THINKING VALUES' which are Integrity, Respect, Personable Responsibility, Teamwork, Empathy and Knowledge. They are also a keen upholder of the recently formed consumer law - 'Treating Customers Fairly' which is just as it sounds.
Therefore, what I think you should do is either ring and demand (calmly but insistently) that you speak to a 'lending' manager', or write to the lending manager.
State your case clearly, say that you have lost all confidence in the car (which presumably you ferry your 2 children around in) and at the present time you have also lost your confidence in BH. You have always thought that BH were a first rate blue chip company that prided themselves on customer service, saw the person not just the figures, and made sensible decisions for their customers. Make it clear that you are asking for a fair hearing on what is a reasonable proposition. Also make reference to their values(although not directly - dont say 'what about your clear thing values'); you are asking for some empathy for your situation, you would like someone to look into your declined application whilst taking your particular circumstances into account, and for them to reconsider their decision. You are not asking to borrow any more money, you are prepared to buy from a different dealer if there is an issue, but above anything you want to be treated fairy by someone who will conduct themselves with the respect that you deserve, and has the integrity and knowledge for you to respect their response.
If you are behind on payments, or have had arrears on your existing BH account, make a lot of the point that you are willing to take the new loan out over the period remaining on your existing loan but as it is for less money per month you will find it more affordable, and so your account will not be falling into arrears.
Also make much of the point of merchantable quality of your current car, you can accept that cars have problems and can go wrong but for the short space of time that you have had the car the amount of work it has required is totally unreasonable. Whilst this is being repaired under warranty, given the chance again you would most definitely not buy this car. You rely on your car, often have your children in it, and now dread the thought of it breaking down and leaving the 3 of you stranded.
There are many more points you can make but basically you are making your circumstances personal to the person receiving your call or letter.
Oh and dont be afraid to be persistent. Remember that the voice on the other end of the phone is a person too, with feelings and probably is either a husband with a wife and 2 kids, or is a mother herself.
hope it goes well for you.
hope this helps