Hippo Help Desk

Your view is important to us!

We are committed to responding promptly and fairly to any queries, complaints or expressions of dissatisfaction from our customers. On this page you will find details of our internal customer care procedures, including time frames in which we will respond and how to leave your feedback.

Our aim is always to satisfactorily resolve any ticket at the earliest opportunity, so please help us by following the guidelines. We keep records of all queries that we receive. They provide us with valuable feedback, telling us how we can improve our services. Your views are important, so please make them known to us.

Who should you contact?

We have already directed your query to the right people, by getting in touch below our Customer Care team will be back in touch shortly.

When will we contact you again?

Our aim is to provide a satisfactory solution as speedily as possible.

We will endeavour to sort out the problem there and then. In some cases, further investigation may be required, therefore we will let you know that we have received your complaint and we are treating it with the upmost importance. This will state our understanding of the nature of your concerns and how we are investigating it.

What will we do next?

If your query is regarding service received or your agreement with us; We aim to provide our final response to your compliant within 8 weeks, in some cases this is much sooner. We will keep in touch to update you if we have encountered any issues that may delay our response.

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.

If your query is regarding your personal data or one of your individual rights; then we will have a resolution for you within 1 month. If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party then a response to your query will be provided within 1 month.

What do we mean by final response?

Our final response will detail the results of our investigation into your complaint and will state whether it has been accepted or rejected. In both cases we will explain the reasons for our decision. We take into account the individuals’ 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 treat all customers consistently and fairly and therefore have strict processes in place to allow us to do so.

What happens if I am 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.

If you would like to understand how we use your information at Hippo please follow this link: Information Notice.

For more information on the ICO you can click here.

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