How do I contact you?
If you have any compliments, complaints or queries you can contact our Customer Experience team via email at hello@thriva.co.
Please ensure you contact us from the email address associated with your Thriva account — so we can quickly confirm your identity and resolve any issues in the first instance.
When will you reply to me?
Our team operates from Monday to Friday between 9:30am and 5:00pm.
We aim to reply to all queries between one to two working days where possible.
What's your phone number?
We don't have a phone number for customer service so we have all enquiries documented in writing, as we are dealing with sensitive data.
This way we can also offer you the most informed service possible.
We're here to help
Our mission at Thriva is to give everyone better access to their health. Behind every email and chat message is a real person working hard to make that possible.
We ask that everyone who contacts Thriva treats our team with respect. This applies whether you are emailing us, using live chat, replying to a marketing message, or reaching out on social media.
Our team members have the right to support you without being subjected to abusive, threatening, or harassing behaviour. We understand that people sometimes get in touch when they are frustrated or worried, and we will always do our best to help. How that frustration is expressed is what matters.
The following behaviours are not acceptable in any circumstances:
Abusive or offensive language, including swearing and insults
Threatening behaviour, whether explicit or implied
Harassment, including repeated unwanted contact designed to intimidate
Discriminatory language targeting someone on the basis of race, gender, religion, disability, sexual orientation, or any other protected characteristic
Where a customer's behaviour towards our team is deemed unreasonable, our team members are supported to end the interaction without further explanation. Thriva reserves the right to refuse future access to our services. This applies regardless of whether someone is an existing customer, a subscriber, or a member of the public contacting us in response to our communications.
All incidents are logged and reviewed to make sure our team is protected.
If you have questions about this policy, contact us at hello@thriva.co.
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