Complaints
We're sorry you're having issues. Below is our complaints process, it should spread some light on how we handled any issues.
Speak to us, Call 020 4599 4575
How to raise a complaint
To raise a complaint you need to use our contact form. This allows you the space to explain everything that's happened and allows us to look through everything you've said.
You can raise a complaint by clicking the button below and filling out the form.
Have you already raised a complaint? Below is how we handle them
Here are all the steps of the complaints process.
Step 1
Step1: Identifying a 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:
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- A large proportion of, repairs and claims are outsourced to third party claims administrators.
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- 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.
Step 2
Step 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 14 days of receiving any formal complaint, however, if it's a complex complaint it may take a little longer to investigate.
Step 3
Step 3: Final Response
We aim to provide a final response within 8 weeks of receiving an official written complaint. Why so long? As some times it's a little more complex and we have to look into it further.
Step 4
Step 4: 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:
England and Wales
Citizens Advice
Telephone: 0808 223 1133
Welsh language: 0808 223 1144
Monday to Friday, 9am to 5pm
Scotland
Advice Direct Scotland
Telephone: 0808 164 6000
Monday to Friday, 9am to 5pm
Northern Ireland
Contact Consumerline.
Telephone: 0300 123 6262
Monday to Thursday, 9am to 5 pm
Friday, 9am to 4pm
Want an update on a current complaint?
Call 020 4599 4575
or email [email protected]
Send a message to management
