Last updated: 12 October 2026
Use your Client Hive account to tell us whether your job is done or whether the professional did not attend or could not meet your stated requirements or price.
How to report an issue
- Sign in to the customer account that posted the job.
- Open the job in Your account and select the outcome that best describes what happened.
- Give us a clear explanation and respond if we ask for information to review the report.
Please report an issue as soon as you can. We may contact you and the professional to understand what happened. Please do not send bank or card details by ordinary email.
Customer compensation
If we review the report and confirm that the professional let you down by not attending or could not meet the requirements or price stated in the enquiry, Client Hive will arrange compensation for you equal to 50% of the lead fee the professional paid for that enquiry.
Customers do not pay Client Hive for the lead, so this is compensation paid by Client Hive; it is not a refund of a customer payment to Client Hive. Client Hive does not hold the customer’s payment for the work. Any payment for the work itself is arranged directly between the customer and professional.
We will contact you about the outcome and how to arrange payment if compensation is approved. This policy does not limit your rights against the professional or under applicable law.
What happens to the enquiry
While a professional has taken an enquiry, it is removed from the available leads. If we confirm that the professional let you down or could not meet the enquiry, we may return it to the market as an urgent lead so another professional can respond.
Questions
Email customerservice@clienthive.co.uk if you cannot access your account or need help with a report.