CONTACT CAREERS ☰ Hippo Motor Group > Hippo Help Desk 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, so please help us by following the guidelines. We keep records of all complaints that we receive, they provide us with valuable feedback, telling us how we can improve our services Who should you complain to? You have already directed your query to the right people, our Customer Care team will be back in touch shortly. What will we do next? 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. When will we contact you again? We aim to provide our final response to your compliant within 8 weeks. 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. 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. Considering 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 deals 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. Get In Touch 01254 919000 STORY AFTERSALES FAQ'S NEWS CHARITY MEET OUR TEAM CONTACT CAREERS Hippo Motor Finance Ltd, Trident Park, Trident Way Blackburn, Lancashire BB1 3NU | info@hippomotorgroup.co.uk Terms of Business Aftersales Terms of Business Terms & Conditions Privacy Policy Hippo Help Desk Modern Slavery Statement Covid-19 Risk Assessment Treating Customers Fairly Initial Disclosure Document Commision Disclosure Hippo Vehicle Solutions t/a Hippo Motor Group is authorised and regulated by the Financial Conduct Authority. FRN 658076. We are a Credit Broker not a Lender and can introduce you to a limited number of lenders. Subject to status and to UK residents only (excl. the Channel Islands). Individuals must be 18 or over. Guarantees and indemnities may be required. We typically receive a fixed commission calculated by reference to the vehicle model, product or amount you borrow, for introducing you to a lender but this does not affect the interest charged on the agreement, all of which are set by the lender. Images for illustrative purposes only. Hippo Vehicle Solutions t/a Hippo Motor Group is an Appointed Representative of AutoProtect (MBI) Limited for insurance distribution purposes. AutoProtect (MBI) Limited is authorised and regulated by the Financial Conduct Authority. Its firm reference number is 312143. You can check this at www.fca.org.uk We endeavour to ensure that all information including the specifications and finance availability are accurate. Whilst we make every effort to display correct information we are aware that errors may occur occasionally. We are not able, therefore, to guarantee the accuracy of all information especially when given to us by third parties. If you do require clarification of some information you have seen on our website, please email us at info@hippomotorgroup.com. This does not affect your statutory rights. Our registered office is Unit 26 Trident Park, Trident Way, Blackburn, BB13NU.