Complaints Handling
Last updated: 13 October 2026
Our commitment
ByteHive Ltd aims to deliver a high standard of service to every client. If something has gone wrong, we want to hear about it. We treat every complaint seriously, fairly and in confidence, and we use what we learn to improve our services.
What you can complain about
You can raise a complaint about any part of your experience with us, including:
- the quality, timeliness or outcome of software, automation, SEO or consultancy work we have delivered;
- maintenance, support or hosting services not meeting the agreed service levels;
- invoicing, billing or contractual matters;
- the conduct or communication of a member of our team;
- how we have handled your personal data.
How to make a complaint
Please contact us using whichever method suits you best:
- Email: info@bytehive.uk or bytehive.ltd@gmail.com (please put "Complaint" in the subject line)
- Telephone: 07782 793 515
- Post: Complaints, ByteHive Ltd, Level 30, The Leadenhall Building, 122 Leadenhall Street, London, United Kingdom, EC3V 4AB
- Online: through our contact form
To help us resolve things quickly, please include:
- your name, company and contact details;
- the project, system or service your complaint relates to;
- a clear description of what went wrong and when;
- any relevant emails, invoices, screenshots or error messages;
- what you would like us to do to put things right.
What happens next
We follow a clear, three-stage process and will keep you informed at every step:
| Stage | What happens | Timescale |
|---|---|---|
| 1 Acknowledgement | We confirm we have received your complaint, log it, and tell you who is handling it. | Within 2 Business Days |
| 2 Investigation | A senior team member not directly involved reviews the facts, speaks to you and the people involved, and sends you a full written response with any remedy we propose. | Within 10 Business Days |
| 3 Director review | If you are not satisfied with our response, a Director reviews the complaint afresh and sends you our final written decision. | Within 10 Business Days of your request |
If a complex complaint needs more time, we will explain why and update you at least every 10 Business Days. "Business Days" means Monday to Friday, excluding UK bank holidays.
Urgent service issues
If your complaint concerns a live system that is down or not working, please report it as an incident so our support team can act straight away. Email us with the affected system, business impact, any error messages and steps to reproduce. A critical incident should also be reported by telephone on 07782 793 515. We assign each incident a priority, acting reasonably and in consultation with you, and respond as follows:
| Priority | Incident | Initial response | Target resolution |
|---|---|---|---|
| 1 Critical | Production system unavailable or a serious suspected security incident | Within 1 hour | Resolution or rollback within 8 hours |
| 2 Major | Core functionality significantly impaired, with a workaround available | Within 4 hours | Within 24 hours |
| 3 Routine | Minor defect, cosmetic issue, maintenance request or technical query | Within 2 Business Days | Within 10 Business Days |
These response times apply to support and managed services included in your agreement with us. Where your agreement sets different service levels, those take precedence.
If you are still not satisfied
We hope to resolve every complaint directly. If you remain unhappy after our final decision, you may wish to seek independent advice, for example from Citizens Advice, or consider mediation before any formal proceedings.
If your complaint is about how we have handled your personal data, you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113. See our Privacy Policy for more detail.
Our promise to you
- Raising a complaint will never affect the service you receive from us.
- We will handle your complaint confidentially and only share it with the people who need to resolve it.
- We keep a record of every complaint and review them regularly to improve how we work.