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  • Home
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    • Fascias, Soffits & Gutter
    • Roofing
    • Wall & Roof Coating
    • Electric Garage Door
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    • Resin Bound Drive Way
    • Car Port
    • Shower & Bathrooms
    • Security
  • Finance options
  • Special Offers
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  • Areas We Cover
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  • About Us
  • CustomerComplaintsProcess

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Customer Complaints Process

 We hope that all of our customers will be thrilled with the work we do for them, but if you are unhappy, or if anything isn't to your satisfaction, please be assured we will take it seriously and aim to resolve it to your satisfaction.


IF YOU NEED TO GET IN TOUCH
The principle assigned to deal with complaints is:
William McMahon, Home Star UK, Unit 4 Little John Mill, Oakhill Road, Brighouse, HD6 1SN. 

Tel No: 01484 214214
sales@homestaruk.com

www.homestaruk.com
Company Registration No: 11706606

Step-by-step procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.
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 without delay; and   

- Make sure you are satisfied with how your complaint was resolved.

How to let us know If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In person – call into our office

In writing – write to us and address your letter to the Customer Services Manager

By telephone – call us on 01484 214214 

By email – use the email address shown above

How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within three business days to tell you:
- Why we have not resolved your complaint;

- Who is dealing with your complaint; and

-When we will contact you again
We will aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update please call us on 01484 214214 and ask to speak to the person handling your complaint.

If we cannot reach agreement with you?

If we can’t agree a solution with you within eight weeks, we will:
- Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.OR

- Issue our final decision letter which will explain our final position.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below. Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman ServiceExchange TowerLondonE14 9SRTel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
 

Home Star UK is a trading name of STAR RENOVATIONS LTD is an Introducer Appointed Representative of Kanda. Kanda is a trading style of Kanda Products & Services Ltd, Forward House, 17 High Street, Henley-in-Arden, B95 5AA, registered in England (11330964), authorised and regulated by the Financial Conduct Authority (firm reference number 920795). Kanda is acting as a credit broker offering finance products from a panel of lenders Credit is subject to status. Representative example: 11.9% APR Representative based on a loan of £5000 repayable over 60 months at an interest rate of 11.9% pa (fixed). Monthly repayment of £109.45. Total amount payable £6567.16.

Copyright © 2020 Star Renovations - All Rights Reserved.  

  • Home
  • Get a Quote
  • Windows & Doors
  • Fascias, Soffits & Gutter
  • Roofing
  • Wall & Roof Coating
  • Electric Garage Door
  • Fencing & Decking
  • Resin Bound Drive Way
  • Car Port
  • Shower & Bathrooms
  • Finance options
  • Special Offers
  • What our customer say
  • Areas We Cover
  • Privacy Policy
  • About Us
  • CustomerComplaintsProcess

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