Customer Complaints Procedure | Hippo Motor Finance
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Customer Complaints Procedure

We’re Always Here to Assist You Throughout Your Journey.

We are proud of our reputation, with great communication from real people, our staff receive industry lead training and support to ensure excellent working relationships with our clients.  We are a trusted reputable family run firm with an expert team of more than 40 advisers. Our aim is to provide a very high standard of service to each client, at all times.

We have compiled a list of our most popular questions, our FAQ’s page should give you the answer to most questions. If you have still not found what you are looking for, or you experience an issue or would like to give us some feedback, please use the form below.


Customer satisfaction is of great importance to us, however in the unlikely event that you have cause for concern, we will take all reasonable steps to investigate any complaint received.

We will usually contact you within 24 hours, to try to resolve any complaints within the shortest possible time.  In the unlikely event that further investigation is needed and we are not able to resolve your complaint, we promise to keep you informed every step of the way.

During the course of our investigation we may need to obtain detailed information from you or any third party involved in the complaint. In order to deal with your complaint promptly and thoroughly we ask that you help as much as possible with our assessment and your prompt attention would be gratefully appreciated.

We endeavour to close all complaints within 5 business days of receipt, however should this prove impossible, we will keep you informed and will provide a final response within eight weeks of receiving the complaint.

Should you remain dissatisfied with our final response, you may be eligible to refer your complaint for ‘Alternative Dispute Resolution (ADR)’

If the complaint is regarding a finance or lease agreement or an insurance policy purchased from Hippo the relevant ADR firm is:

Financial Ombudsman Services
South Quay Plaza
183, Marsh Wall
London
E14 9SR
Tel: 0300 1239 123

Email: complaint.info@financial-ombudsman.org.uk