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Our Commitment to Resolving Your Complaint

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Our Commitment

Our Commitment to Resolving Your Complaint

At STAR Business Energy, we truly care about providing you with the best service and always strive to make things right. We value your feedback and are always looking for ways to improve. If something isn’t quite right, we promise to treat you with courtesy and respect, and we’ll do our best to resolve your concerns within 5 working days. Our goal is to resolve all complaints (at the latest) within 8 weeks from the date your complaint is raised.

If you have a complaint, please get in touch with us right away. You can reach us via:

  • Phone: 0330 022 8610
  • Email: issues@starbusinessenergy.co.uk
  • Post: STAR Business Energy Limited, 28 James Street, Irchester, Wellingborough, Northants, NN29 7BL

When making a complaint, please provide the following details:

  • Business name and address
  • Contact name & phone number
  • MPRN/MPAN (found on any bill)
  • A description of the issue and how you would like us to resolve it

We’ll acknowledge your complaint within 2 working days and aim to resolve it quickly.

Once we receive your complaint, we’ll investigate your issues and aim to resolve them within 5 working days. If we need more time, we’ll keep you updated throughout the process. All complaints are logged and given a unique reference number, which you can quote during your communication with us.

Once your complaint has been reviewed, we will provide a written response outlining the resolution, which may include:

  • An apology
  • A goodwill gesture
  • Compensation (if applicable)
  • Your Options

If you’re not happy with our initial response, let us know. We’ll escalate your case to a senior manager who will personally review your concerns and offer a resolution.

If your business meets the Small Business criteria* and your complaint relates to the energy services we offer, you can escalate your complaint to the Energy Ombudsman. You can do this if we are unable to resolve your complaint within 8 weeks from the date your complaint was raised or you are unhappy with our final response to your complaint (i.e., you have received a ‘deadlock’ letter).

Please contact the Energy Ombudsman on the details below. This service is free, impartial, and designed to help both sides reach a fair solution.

The Ombudsman Services offers an Alternative Dispute Resolution (ADR) scheme, ensuring a fair and impartial review of complaints.

We're here to help

We’re Here to Help

 

We’re committed to solving any problems and continuously improving our services. Your satisfaction is our priority, and we’ll work hard to make things right. If you need any assistance during the process, feel free to get in touch.

*Small Business criteria:

Have fewer than 50 employees or their full-time equivalent, AND have an annual turnover of at most £6.5 million or a balance sheet total of £5.0 million

Or

Have an annual electricity consumption of not more than 200,000 kWh

Or

Have an annual gas consumption of not more than 500,000 kWh