Star Construction Group

achieving perfection with passion . . .

Complaints Policy

We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

Make it easy for you to tell us what went wrong
Give your complaint the attention it deserves
Resolve your complaint fairly and without delay
Make sure you are satisfied with how your complaint was handled
How and where to complain
If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:

In person: 311 Imperial Business Centre 10-17 Sevenways Parade Gants Hill IG2 6JX
In writing: write to us at the address above, please address your letter to The Complaints Manager
By Telephone: 020 8087 0004, 0750 266 4000
By email:
How long will it take?
We will aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:

Why we have not resolved your complaint
Who is dealing with your complaint
When we will contact you again
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

If we cannot reach agreement with you
If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision

Issue our final decision letter which will explain our final position

The business has access to an alternative dispute resolution (ADR) Service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. if you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 029 2267 0040 who can explain if you are eligible to use their Alternative Dispute Resolution.