Complaints

IF YOU NEED TO MAKE A COMPLAINT

The principle assigned to deal with complaints is:

High Star Energy Ltd
Heritage House
79-80 High Street
Gravesend
Kent
DA11 0BH

Tel No: 0800 193 3088
Email address: info@highstarenergy.com
www.highstarenergy.com
Company Registration No: 7807352
FRN: 708623

Step-by-step complaints 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 and where to complain

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 at the address shown. We are open Monday to Friday from 9.00 am – 5.00pm.
In writing – write to us and address your letter to The Customer Complaint Manager.
By telephone – call us on 0800 193 3088 during our office hours and ask for the Customer Services Department.
By email – info@highstarenergy.com

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 0800 193 3088 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 Service
Exchange Tower
London
E14 9SR
Tel: 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

Complaints

If you have a concern or complaint about the Goods or Service, please let us know as soon as possible. Contact details are included in the footer of this contract. Your rights as a consumer are set out in legislation and you can find out more about them at www.hiesscheme.org.uk

Dispute Resolution

In the event of an unresolvable issue, You can refer Your case to Our nominated alternative dispute resolution provider through HIES, QA Scheme Support Services LTD and the Dispute Resolution Ombudsman.: HIES Can be contacted at: Centurion House, Leyland Business Park, Centurion Way, Leyland, PR25 3GR, 0344 324 5242 or info@hiesscheme.org.uk

The parties agree that, in the event of a dispute, we will exclusively attempt to resolve the dispute through using HIES’s alternative dispute resolution services.

This Contract is subject to the applicable laws of England, Wales, Scotland & Northern Ireland and subject to the agreement of the parties to attempt to resolve a dispute through alternative dispute resolution, the courts of England, Wales, Scotland & Northern Ireland shall have exclusive jurisdiction to hear any dispute arising from this Contract.

If any court, ombudsman or any other competent authority decides that any aspect of any term of this Contract is invalid or unenforceable, that aspect of that term shall be severed from the Contract and shall have no effect on the remainder of the Contract.

If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.
Telephone: 0800 193 3088
Email: info@highstarenergy.com