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Make a complaint

Beehive’s aim is to provide you with the highest standards of service but if, for some reason, the service has fallen short of your expectation we’ve outlined the process below on what you can do. 

Firstly, raise any concerns with us. Call us and speak to a Customer Advocate or send us a message regarding your complaint in our app. Give us a call on 0344 481 0933 or write to us at Beehive Money, 3 Fulforth Street, Nottingham NG1 3DL.

What happens next?

We’ll write to let you know that we’ve received your complaint in five working days or less. We’ll look into all your concerns and will send you a detailed response within eight weeks in which we’ll aim to resolve your complaint. However, there may be times when we cannot send you our final response letter by the end of the eight weeks. If this is the case we’ll write to you to explain why and let you know when we can do so. 

Should you have any concerns in the meantime please contact our Customer Advocate team on: 0344 481 0933. Our opening times are:

Monday - Thursday: 9.00am - 5.00pm
Friday: 9.30am - 5.00pm
Saturday: 9.00am - 12.30pm
Sunday and Bank Holidays: Closed

And finally

We’re committed to making sure all complaints are fully and fairly addressed. Should you remain unhappy following the completion of our review, you have the option to refer the matter free of charge to the Financial Ombudsman Service at: Financial Ombudsman Service, Exchange Tower, London E14 9SR.

You should refer the matter to the Financial Ombudsman Service as soon as possible after our final response, but this must be within six months of the date of our final response.

Please note, while you can refer your complaint to the Ombudsman at any time, they will need our consent to investigate complaints where:

  • We have not had the chance to put things right.
  • We have not exceeded the eight-week timescale and have not yet issued our final response letter.

Before you refer the matter to the Ombudsman you may wish to: