Here at Stars we are dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a client of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal or written complaints. We want to resolve your complaint as soon as possible. Please call us or use the link below to message our management directly.
-To provide an efficient, fair and structured mechanism for handling complaints.
-To provide our customers with access to the complaints handling process.
-To keep customers informed as to the progress of their complaint and the expected time frame for resolution.
-Quarterly to review any complaints so that we can improve our standard of customer service.
Handling your complaint:
-Upon receiving your complaint, we will acknowledge your matter in text, writing or email within 2 business days.
-We will attempt to come up with a solution as soon as possible. If we cannot, we will explain in writing the reasons for the delay.
-We will keep you informed of the progress of your complaint, proposed actions and the expected time frame for resolution.
-Our aim is to resolve complaints urgently and almost always within 30 days of acknowledgement. Complex complaints may take longer than 30 calendar days to resolve. In these cases we will regularly update you on the progress and likely time frame for resolution.
-We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
-We will contact you to discuss how satisfied you are with the outcome of your complaint.
-If you are unsatisfied with the outcome of your complaint, we will forward all relevant documents, evidence and our outcome to the relevant bodies of authority to assess.
Where possible, we ask that clients who wish to make a complaint, do so within 72 hours of completion of work by Stars. The reason for this is, providing we have been granted permission from you, our work will be recorded via a body camera. Recordings are protected by the National Data Protection Act and are automatically deleted 72 hours after completion of work.
Where complaints are made within this timeframe, we can reliably look back on work undergone and hopefully settle any disputes. Once footage is automatically deleted it becomes much more difficult to determined facts.
If for any reason we need to save footage, we will ask permission within 72 hours and written consent from both parties will be filed for reference.
Payment for services:
Invoices will be sent weekly or upon completion of work. Payment is expected within 7 days of invoice issue.
Please be aware that late payment may incur administration charges for any reminder letters which may be sent. These will be charged at £20 per letter and will be generated if an invoice remains still unpaid after two weeks. Formal recovery proceedings may adversely affect your credit rating.