Hyyryn

Help and contact

Complaints

If we get something wrong, tell us. It costs nothing, a person answers it, and the dates are set before you send it.

Working days to acknowledge it
2
Working days to answer it
20
What it costs you
£0
Years we keep the record
6

First, the right door

Is it a complaint?

A complaint is about Hyyryn itself. A problem with the work goes somewhere else, because only that route can hold the money while it is decided.

  • The work, or the tradesperson

    A dispute, raised from the job

    The work was not done, was done badly or is not finished, or nobody turned up.

    The money stays where it is until the dispute is decided.

    Go to my disputes

  • Hyyryn itselfThis page

    A complaint, to us

    The platform, a decision we made (on a dispute, a review or your checks), something we said or did, how long we took, or how we treated you. Tradespeople complain the same way, about a payout, a plan charge or anything else we did.

    The money is not affected.

    How to complain

  • A card charge, or a refund

    Payment protection

    A charge you do not recognise, or a refund that has not reached you. Look at your bank statement first, then tell us; the payment protection page shows where your money is at every step.

    The money is held by Stripe, never by us.

    Where your money is

  • Your personal data

    A complaint about your data

    What we hold about you, how we use it, or a request of yours we refused. It is a complaint to us like any other, with the same dates; on the form, choose “My data and privacy”.

    Your rights are set out in the privacy notice.

    Write about your data

One message is enough

How to complain

It costs nothing. Use the form on Help and choose “A complaint about Hyyryn”, or email support@hyyryn.com. Either way it reaches the same person, and it is dated the moment it arrives.

To
support@hyyryn.com
Subject
Complaint: the decision on my dispute

Hello,

The job reference is at the top of the job page. Here is what happened, in a few plain sentences, and how it affected me.

And this is what I would like done.

  1. Put “Complaint” in the subjectSo it is read as a complaint, with its dates, and not as a question.
  2. Give the job reference, if there is oneIt is at the top of the job page and in every email we have sent you about the job. With it we can see the whole file: the photographs, the times and who confirmed what.
  3. Say what you would like doneYou do not have to, and we will still answer. A complaint that says what would put it right is one we can act on, not only explain.
Write a complaint support@hyyryn.com

Commitments, not averages

Your dates

If you send it today. If we are going to miss a date, you hear that before the day it is due, with the reason and the new date.

  1. You send itToday
  2. We acknowledge itBy the second working dayA person confirms we have it, says who is looking at it, and gives you a reference.
  3. We answer itBy the twentieth working dayWhat we found, what we are doing about it, and where you can go if you disagree.
  4. We keep itFor six yearsFrom the day we answer it, so a pattern is seen rather than forgotten.

Working days are Monday to Friday, not counting bank holidays in England and Wales. A complaint sent on a weekend or a bank holiday arrives on the next working day.

However suits you

Help to complain

  • Someone can complain for you. A relative, a friend or an adviser can write on your behalf. We need a line from you saying they may, so that we can share your details with them.
  • Tell us what you need. If writing is hard, or you need more time, larger text or a call from us instead of emails, say so in your message and we will arrange it.
  • It never costs you anything, and making a complaint never counts against you, on a job, a review or your account.

We tell you, whether or not you ask

If we do not put it right

Our answer always says where you can go next, whether or not we agreed with you. You do not need our say-so for any of these, and most of them can help sooner if you have come to us first.

  1. Your data

    The Information Commission

    The UK’s data protection regulator, still known as the ICO. It took over from the Information Commissioner on 30 September 2026, and it expects you to have complained to us first.

    Complain to the ICOHelpline 0303 123 1113

  2. Your rights as a consumer

    Citizens Advice

    Free, independent advice on where you stand. Its advisers can pass a complaint to Trading Standards when that is the right step.

    Citizens AdviceConsumer helpline 0808 223 1133In Welsh 0808 223 1144

  3. A card payment

    Your bank or card provider

    Your card provider may be able to reverse a card payment (a chargeback). If it will not help, you can complain about it to the Financial Ombudsman Service.

    Financial Ombudsman Service

  4. Any of it

    The courts

    Nothing on this page limits your right to go to court. A claim for less than £10,000 is usually offered a free mediation session first.

    Make a claim for money

Being straight with you. Hyyryn is not a member of an ombudsman or alternative dispute resolution scheme, and is not authorised by the Financial Conduct Authority, so there is no ombudsman for a complaint about us. The money itself is held and moved by Stripe Payments UK, Ltd., which the Financial Conduct Authority authorises as an electronic money institution (reference 900461). We would rather say so here than have you find out at the worst moment.

The particulars

Who you are complaining to

The company
HypeBox Ltd, trading as Hyyryn
Registered
England and Wales, company 16355767
Data protection
Registered with the Information Commission, ZC119954