How It Works

Hippo Help Desk

We’re Always Here to Assist You Throughout Your Journey

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.

Representative Example of Credit

Based on a Hire Purchase (HP) agreement. We expect more than 51% of our customers to achieve this rate.

Loan amount




60 monthly payments


Deposit amount


Loan term

60 months

Flat rate


Total cost of credit


Total amount payable


All pictures and/or photos and car descriptions on this site are for illustration and reference purposes only and are not necessarily the vehicle on offer. All offers are subject to change at any time and are subject to finance approval and vehicle availability. All prices correct at time of publication. E & OE.

Hippo Vehicle Solutions Limited t/a Hippo Finance is authorised and regulated by the Financial Conduct Authority. FRN 658076. Company number 06215364, registered company address – Unit 26, Trident Park, Trident Way, Blackburn, BB13NU. 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 commission for introducing you to a lender, the commission we receive may be preset but can vary and impact the amount payable. Images for illustrative purposes only. Hippo Vehicle Solutions Limited t/a Hippo Finance 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

* Only a soft check is carried out when you complete this finance check which won’t affect your credit score. However, if you choose to proceed and order a vehicle, a full credit check will be carried out.
** Delivery and collection times are dependent on your vehicle being ready when you place your order. If your vehicle is still being prepared then these times may be extended.
*** We offer you a 14 day money back guarantee, meaning you’re not stuck in the remainder of your contract, if you change your mind once you’ve signed your documents. But this is subject to a cancellation fee which is £600.

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 [email protected]. This does not affect your statutory rights.

Our registered office is Unit 26 Trident Park, Trident Way, Blackburn, BB1 3NU.

When completing an application on this site we will automatically check your eligibility across a range of finance & leasing products to provide you with the best selection of options that we can. Below is a Representative Examples of our HP finance options for comparison, we expect more than 51% of customers to achieve the rates shown.

Representative Example Of Credit (Hire Purchase)
Hire Purchase (HP) Finance Example: Cash Price £12,480.00 Total Deposit £1,140.00. Total Amount of Credit £11,340.00. 60 monthly repayments of £284.50. Interest Charges of £5,730.00 Total Amount Payable £18,309.00. Annual Fixed Interest Rate of 11.1%. Representative APR 18.9%.