To make a formal complaint, you can contact our customer experience team by emailing us at

You should state clearly that you are making a complaint, what the nature of your complaint is and provide as much information as possible. 

Please ensure you contact us from the email address associated with your Thriva account so we can quickly confirm your identity and resolve your complaint in the first instance.

We aim to reply to all enquiries within one business day (from 9am Monday through Sunday excluding public holidays). If you contact us outside of our working hours, we'll get back to you as soon as we're back in the office.

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