Complaints Procedure

Please find full details of our complaints process below.


Hive Insurance Services is committed to offering the highest level of service to our customers. However, should you feel that we have fallen short we would like to hear from you so that we investigate and respond.

Contact us either by phone 01454 619500, or write to us at:

Hive Insurance Services
Unit 4 Ground Floor Bredon House
Almondsbury Business Centre
Bradley Stoke
BS32 4QH

Our complaints procedure

  • We will promptly acknowledge receipt of your complaint
  • We may request further information in order to complete the investigation
  • We will endeavour to provide you with a Final Response letter within four weeks
  • Should the complaint relate to the actions of another company, for which we cannot be held responsible, we will refer your complaint on to them and advise you accordingly

Keeping you informed

If we have been unable to send the Final Response letter within 4 weeks of your complaint:

  • We will provide you with an update to explain why the Final Response letter has not yet been sent, and a date when we feel it will be available
  • We will send you an update within a further four weeks i.e. within 8 weeks of the complaint

If we have been unable to send the ‘Final Response Letter’ within 8 weeks of the complaint:

  • We will provide you with a further explanation for the delay in sending the Final Response letter
  • You will be given further guidance on when we hope to be in a position to provide the Final Response letter
  • We will provide you with a leaflet to explain your right to take the matter to the Financial Ombudsman Service if you are dissatisfied with the reasons for the delay

Final Response Letter

  • At the conclusion of our investigations we will send you our Final Response letter
  • Should you feel unhappy with our conclusions we will explain how you can refer the complaint to the Financial Ombudsman Service, which you must do within six months of our Final Response letter (provided that your complaint falls within its jurisdiction)

You can contact the Financial Ombudsman Service at the following address:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0300 123 9 123

You can also find more information about the Financial Ombudsman Service on its website: