Complaints

Whatever the issue, we're here to help!

We hope you never have cause to complain but even so we’re committed to helping our customers, which is why we constantly need your feedback for us to keep on improving our service to you.

General feedback

There are several ways to raise a complaint.

The best and quickest way to contact us is to press the Smart button on your TV’s remote control and launch the hiya! App. Here you have a number of options to help you manage your account, send us a message or arrange a call back. ​

Alternatively you can use one of the below methods to contact us:

  1. Email us team@sayhiya.co.uk.
  2. Telephoning us on: 0333 987 4475.
  3. Writing to us at Customer Services, hiya!, Suite 2-9, Margaret Powell House, Midsummer Boulevard, Milton Keynes. MK9 3BN.

We will always endeavour to respond within 48 working hours to resolve your complaint.

What information do I need to provide?

We’d like to resolve your complaint as soon as possible, so in order for us to help you, please provide the following information

  1. Full Name.
  2. Full Address including postcode.
  3. Telephone Number.
  4. Information outlining your complaint and how you have been affected.
What happens next?

Once we’ve received your complaint, we will issue you with an acknowledgement which will explain our process including when you can expect to hear from us, and your reference number.

When we’ve completed our investigation, we’ll issue with a final response which will outline our findings, how we reached our decision and what we plan to do as a result.

The Financial Ombudsman Service

If it has taken us more than 8 weeks to resolve your complaint, or you aren’t satisfied with our decision, then you are entitled to take your case to the Financial Ombudsman Service, which is a free service that resolves disputes between customers and financial services institutions. Please be aware that you’ll need to contact the Financial Ombudsman Service within 6 months of our final response letter.

You can contact the Financial Ombudsman Service by:

Phone:  0800 0 234 567

Web:     www.financial-ombudsman.org.uk

Email:   complaint.info@financial-ombudsman.org.uk

Post:    Financial Ombudsman Service, Exchange Tower, London, E14 9SR