Hippo Help Desk

Your view is important to us!

We are committed to responding promptly and fairly to any complaints or expressions of dissatisfaction from our customers. Below you will find details of our internal customer complaints procedures, including time frames in which we will respond to any issues that you raise.

Our aim is always to satisfactorily resolve any complaint at the earliest opportunity. We keep records of all complaints that we receive, they provide us with valuable feedback, telling us how we can improve our services.

When will we contact you again?

Now that we have your compliant, we endeavour to be back in touch within 2 working days. During busy periods it may take a little longer, but our aim is to provide a satisfactory solution as speedily as possible.

We will endeavour to sort out the problem straight away. In some cases, further investigation may be required but we will keep you as informed as possible during this period.

What happens now?

We will thoroughly investigate your comments or concerns and come back to you as soon as possible. Our aim is to provide our final response to your compliant no later than 8 weeks, in most cases it’s much sooner unless the complaint is in relation to Discretionary Commission Arrangements (see Discretionary Commission Arrangement complaints section below).

If after 8 weeks we have still not provided a final response to your complaint, then we will write to you giving reasons for the delay and tell you when we expect to be able to provide a final response. In this case after 8 weeks you will be in your right to refer your complaint to an ombudsman service or to the BVRLA, we will explain this process and provide you with the necessary details. Alternatively, you may still choose to wait until we are in a position to provide our final response.

Discretionary Commission Arrangement complaints

If your complaint is relating to the Financial Conduct Authority investigation into discretionary commission arrangements, the 8 week deadline for us to issue you with a final response to your complaint has been paused. This means that we may not issue you with a final response to your complaint during the pause period.  The pause period for sending a final response letter is due to end on 25th September 2024. This has been introduced to allow the Financial Conduct Authority to ensure that complaints are handled in a consistent, efficient and orderly way. You can find more information about this by visiting https://www.fca.org.uk/consumers/car-finance-complaints.

If, after the end of the pause to the complaint process, we have still not provided a final response to your complaint, then we will write to you giving reasons for the delay and tell you when we expect to be able to provide a final response. In this case you will be in your right to refer your complaint to an ombudsman service or to the BVRLA, we will explain this process and provide you with the necessary details. Alternatively, you may still choose to wait until we are in a position to provide our final response.

What do we mean by final response?

Our final response will summarise the results of our investigation into your complaint and will state whether it has been upheld, partially upheld, or rejected. In all cases we will explain the reasons for our decision. We consider the individual circumstances of each case investigated, where appropriate we may make an offer of redress. This will not always involve financial redress and simply may involve an apology.

Our aim is to ensure customer receive good outcomes where possible and treat all customers consistently and fairly and therefore have strict processes in place to allow us to do so.

What happens if dissatisfied?

Our final response will provide details of how you may escalate your complaint if you remain dissatisfied following the outcome of our investigation. It will also give you details of any right of referral you may have to an ombudsman services, arbitration scheme or dispute resolution scheme.

If you would like to take a look at the consumer leaflet for the Financial Ombudsman in advance please follow this link: Financial Ombudsman Services.

Please note, for Discretionary Commission Arrangement complaints the timescale mentioned in the leaflet stating that you must refer your complaint within 6 months of receiving our final response does not apply. You will instead have 15 months, from the date of our final response letter, to make a referral.

Arrow to top