Black Horse mis sold PCP - when to escalate or pass over to claim handler?

So like many I went through the Martin Lewis template form to send to Black Horse, in order to check discretionary commission arrangement on my motor finance agreement. I had a vehicle from 2016 (new) and fully paid off the vehicle in 2021 including the balloon payment.

The first email sent to Black Horse was in May 2025 and its now June 2026 and I still get the same recurring email each month:
“We’re looking into your information request
You asked us to check if there was a discretionary commission arrangement on your motor finance agreement(s). We have your request(s) and at this stage we don’t need you to do anything else.

We’ll be in touch with an update in the next 28 days. It’s taking longer than usual due to the high number of enquiries we are receiving at the moment.

If there’s anything else you’d like to tell us about your request

You can email us at motorcommission@blackhorse.co.uk

Or

Call us on 0800 022 4844. Our opening hours are Monday to Friday 8.30am - 6pmand Saturday 9am - 1pm.”

At this point so I seek a middle-ground broker who will take a %? Contact financial ombudsman? Do something else off my own accord to chase up an answer

Any guidance appreciated :)