Complaints Process.

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We've Automated The Complaints Process

While some companies simply provide a list of information, we've streamlined and automated our complaints process to make it faster and more efficient for you. It's all part of our commitment to "We Just Do More."

We take complaints about our company, staff, engineers, affiliates, and partners very seriously. Below, you'll find details on our complaints process, designed to ensure all written complaints are thoroughly investigated.

Try out our easy form... it takes a few minutes.

Steps of the complaints process - simplified. 

  • Step 1: Identifying the Issue
    • Clarify the nature of the complaint, focusing on who or what the issue concerns.
  • Step 2: Finding a Resolution
    • Explore solutions and determine how we can address the issue directly or assist in raising it with the relevant third party.
  • Step 3: Understanding Your Rights
    • Provide information on the next steps, including your rights to escalate the complaint if you are not satisfied with the outcome.

The whole complaints process

1: Identifying what the complaint is about.

Whoopsie is a company that works with many different third parties. So the process of identifying how we handle the complaint starts with working out if the complaint is about our practices or the practices of one of our partners, or affiliates.

To name a few, we currently outsource:

  • A large proportion of, repairs and claims are outsourced to third part claims administrators.
  • If the complaint is about an insurance policy, then as the terms are normally written by an underwriter, we don't have much influence about the terms.
  • A small proportion of out-of-hours, overflow and weekend customer services.

Because of this, a complaint isn't as simple as ensuring our internal staff have followed processes, but instead when a complaint has been raised, we have to find out who the complaint involves. It could be that you're not happy with a third-party claims administrator, or even a bit of our marketing or sales services. This means we raise a complaint with those companies as well. Either way, we're here to help.

2: Finding a resolution

Once we have found out what the complaint is about and investigated whether the complaint is about us, or one of our third parties. Our aim is to then come to a resolution that you're happy with. We aim to respond within 7 days of receiving any formal complaint, however, if it's a complex complaint it may take a little longer to investigate. 

3: Your right to take it further.

In some instances, a customer may still not be happy, in which case they can get free and impartial advice from:

Non regulated matters

England and Wales
Contact Citizens Advice.

Citizens Advice
Telephone: 0808 223 1133
Welsh language: 0808 223 1144
Monday to Friday, 9am to 5pm

Scotland
Contact Advice Direct Scotland.

Advice Direct Scotland
Telephone: 0808 164 6000
Monday to Friday, 9am to 5pm

Northern Ireland
Contact Consumerline.

Consumerline
Telephone: 0300 123 6262
Monday to Thursday, 9am to 5pm
Friday, 9am to 4pm

For any complaint about an insurance policy

Complaints Procedure

In the event of a complaint arising under an insurance policy, you should complain to the appropriate party. Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.

For complaints regarding the sale of the policy:

Complaints
Clipeus Limited
International House
International Business Park
Southampton
SO18 2RZ

Email: [email protected]
Telephone: 0800 0239 334

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This may also apply if you are insured in a business capacity.

You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service, Exchange Tower,
London,
E14 9SR.
Tel: 0300 123 9 123
Email: [email protected]

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

Call us, lets talk about any issue you're having: 0204 599 5998

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