Hive Insurance Services Complaints Procedure

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 on 074 9161868, email us at enquiries@hiveinsure.ie or write to

Complaints
Hive Insurance Services
Office 15, Lakeview Point
Unit 24, Claregalway Corporate Park
Claregalway
Co. Galway, H91 PX38

Our complaints procedure

  • We will acknowledge receipt of your complaint within 5 working days
  • 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 explain your right to take the matter to the Financial Services & Pensions Ombudsman (FSPO) 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 Services & Pensions Ombudsman

 

You can contact the Financial Services & Pensions Ombudsman at the following address:

Financial Services & Pensions Ombudsman
3rd Floor, Lincoln House
Lincoln Place, Dublin 2
D02 VH29

Telephone: (01) 567 7000
Email: info@fspo.ie

You can also find more information about the Financial Services & Pensions Ombudsman on its website:
www.fspo.ie