Our Commitment to Quality – The Complaints Procedure
Your views are important to us!
We are committed to respond promptly and fairly to any complaints or expressions of dissatisfaction from our customers. Within this document 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. Your views are important, so please make them known to us. The complaint investigation is free of charge.
Who should you complain to?
In the first instance, please address your complaint, in writing, e mail or by telephone to our complaints officer whose details are at the bottom of this document.
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 give you a call to let you know that we have received your complaint and we are treating it with the upmost importance. We will also send you a written acknowledgement within 48 hours of receipt. This will state the name of the person who is dealing with your complaint, their contact details, our understanding of the nature of your concern and how we are investigating it.
Hippo Service Centre
Trident Park, Trident Way
Blackburn, Lancashire, BB1 3NU.
Email: [email protected]
Use our system to select the most convenient time for you to book a service or repair and we will contact you to confirm the appointment and take some more details.
When will we contact you again?
We aim to provide our final response to your complaint within 4 weeks. We will keep in touch to update you if we have encountered any issues that may delay our response.
If, after eight 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 the 8 weeks you will be in your right to refer your complaint to an ombudsman service, so 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 individual circumstances of each case investigated, where appropriate we may make an offer of redress. This will not always involve financial redress and may simply involve an apology. Our aim is to treat all customers consistently and fairly.
What happens if you remain 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 rights of referral you may have to an ombudsman service, arbitration scheme, or dispute resolution scheme.
Hippo Vehicle Solutions Limited
Trident Park, Trident Way
Blackburn BB1 3NU
Telephone : 01254 919000
e mail: [email protected]