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If You Have a Complaint

Whilst we will make every effort to maintain the highest standards of service, we recognise there may be some occasions when we do not meet  the particular requirements of our customers.  We want to resolve any issues to you have as promptly and efficiently as possible and welcome your comments and feedback

How to make a complaint

Any enquiry or complaint should be addressed to:

startrescue.co.uk Customer Services, c/o Call Assist Ltd, Axis Court, North Station Road, Colchester, Essex, CO1 1UX.

Alternatively, you may email enquiries@startrescue.co.uk or telephone 01206 655000.


How we will handle your complaint

We promise to acknowledge any complaint within five working days of receiving it. We will arrange to have your concerns reviewed by a person of  authority and will inform you of the person managing your complaint within our letter of acknowledgement.

We aim to provide a response that resolves your area of concern within 20 working days. If this is not possible for any reason, we will write to you to let you know when we will contact you again. If we have not been able to resolve your complaint within 8 weeks, we will write to you and explain why, and how much more time we think we will require.

What to do if you remain dissatisfied with our response

If you remain dissatisfied and or we have not been able to resolve your complaint to your satisfaction within (8) eight weeks, you may have the right to ask The Financial Ombudsman Service to review your case. The right to apply to the Financial Ombudsman Service must be exercised within (6) six months of the date of our final decision. For more information, you can visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk or you can write to:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Alternatively, telephone 0800 023 4567 or 0300 123 9123.

You may also refer your complaint to the Financial Ombudsman Service if we have not sent you a final response after 8 weeks of receiving your complaint.