Coronavirus: important information
We know you may have concerns about how coronavirus will affect our service to you. We’ve created a page on our website to answer your questions and keep you up to date.
Where we are19-22 Rathbone Place, London W1T 1HY
Hive complaints process
We’re really sorry you’re not happy. We want to sort things out for you quickly, so please click the Chat button at the bottom right of this page. If you’d rather complain in writing, please email us at firstname.lastname@example.org.
We will always try to resolve your complaint as soon as we receive it. Where we can't we will aim to send you an acknowledgement of your complaint within 48 hours and tell you who is dealing with the matter so that you know who to contact. Where your case is complex or involves a number of issues, we may need some time to make sure that we have covered everything. We will keep you regularly informed, either by telephone or in writing, while we do so.
If you purchased a product or service online, you also have the option to visit the European Commission’s online dispute resolution platform which will help route your query or concern to us.