Complaints Policy
We want to know when something is not right. This policy sets out how to complain and what to expect.
1. How to Complain
Email complaints@starlighttech.ai. Tell us:
- your name and account email;
- a short description of what went wrong;
- when it happened; and
- what outcome you would like.
If you prefer to write, send a letter to Starlight Tech Limited, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.
2. What Happens Next
We acknowledge your complaint within 2 working days.
We investigate and respond with a substantive answer within 14 working days. If the complaint is complex and we need longer, we tell you within those 14 days, explain why, and give you an estimated response time.
Our response sets out what we found, what we have done about it, and any onward routes if you remain unhappy.
3. If You Remain Unhappy
Depending on the nature of the complaint, the following routes may be available to you:
| Topic | Route |
|---|---|
| Data protection | Information Commissioner's Office at https://ico.org.uk/make-a-complaint/ or 0303 123 1113 |
| Consumer rights (refunds, service quality) | Citizens Advice consumer service at 0808 223 1133 or https://www.citizensadvice.org.uk/consumer/ |
| Advertising or marketing claims | Advertising Standards Authority at https://www.asa.org.uk/make-a-complaint.html |
| Unfair commercial practice | Competition and Markets Authority at https://www.gov.uk/government/organisations/competition-and-markets-authority |
You can use these routes whether or not you have first complained to us. Nothing in this policy limits your legal rights.
4. Record-Keeping
We log every complaint with a unique reference, the resolution, and the time taken. We review the log monthly to identify patterns and improve the service. We retain complaint records for 7 years.
5. Confidentiality
We treat complaints in confidence. We share the details only with the people who need them to investigate. Where data protection regulation applies, we comply with the Privacy Notice in handling the personal data in your complaint.
6. Contact
Email complaints@starlighttech.ai.
Change Log
- v1.0, 10 June 2026. First publication.
Starlight Tech Limited, company number 17175089, registered office 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, registered in England and Wales.