Complaints

How to handle complaints

An easy-to-follow manual for filing complaints

Recognizing the Issue

As part of our dedication to excellence, Star Utilities Limited has a formal complaints procedure in place to guarantee that each and every one of our clients is treated fairly, politely, and with respect. We acknowledge that we don’t always get things right, so please let us know if there is a problem or if you’re not satisfied with the quality of service you received.
Potential remedies throughout this process could be an explanation, an apology, or the implementation of suitable corrective measures.
We constantly strive to give our clients accurate and transparent information while also immediately and professionally resolving problems.

Process Of Complaining

Star Utilities Limited Customers

Step 1: Quering your Contract

Please get in touch with the person who initially advised you if you believe that any of the information we provided to a supplier on your behalf is incorrect or if you believe that you disagreed with any part of the contract. The main reason for this is because you are talking to the individual who knows your supplies the best and has access to an audit history of communications. We’ll try our best to answer your question as soon as possible.

Star Utilities Limited Customers

Step 2: Quering your Contract

Please send an email to info@star-utilities.com if you are dissatisfied with how your inquiry was handled and would like to proceed to the next level. mentioning your name, company name, the address of the location where the contract has been arranged, the type of question you have, the best phone number to reach you at, and the most convenient time to talk with you. As an alternative, you can contact us Form and ask a Team Manager to call you back. They will answer your request and get further information about your inquiry. Every element of your complaint, including the date it was received and the specifics of your update, will be documented.

Investigating Your Complaints

Once we get your escalated complaint, we will thoroughly examine all of your correspondence with the concerned adviser. This encompasses, but is not restricted to, voicemails, emails, and phone calls. Within five working days of the complaint being filed, an initial response should be completed, and we’ll keep you informed of our progress on a regular basis.

Star Utilities Limited Customers

Final Step: Resolving Your Query

We’ll notify you if your complaint is upheld. They will express regret for any mistakes committed and point out any additional steps that should be taken to stop similar incidents in the future. You will receive an explanation of what went wrong and the steps we are taking to correct it.
In the event that your complaint is denied, we will explain why and give you the proof we have compiled to back up our ruling. We will give you the results of our inquiry.

Send us Your Query!

FAQ's

What services do you offer?

We provide tailored electricity and gas solutions for businesses across the UK. Our services include energy comparison, contract negotiation, switching support, and ongoing account management.

Can I switch my current energy supplier through your service?

Yes. We handle the entire switching process for you—from finding the best deal to managing the paperwork—ensuring a smooth and hassle-free transition with no downtime.

How long does it take to switch energy suppliers?

The switching process usually takes between 2 to 4 weeks, depending on your current contract and supplier. We’ll keep you updated every step of the way.

Will there be any disruption to my energy supply during the switch?

No. Your energy supply will continue without interruption. Only the supplier and billing arrangements change.

Do you charge for your services?

Our consultation and switching service is free of charge. We’re paid a commission by the supplier once you successfully switch—at no extra cost to you.

Can you help businesses of any size?

Absolutely. Whether you’re a small startup, a mid-size company, or a multi-site enterprise, we offer customized solutions to fit your energy needs.

How do I get a quote?

You can request a quote by filling out our online form or contacting our team directly. We’ll compare offers from top suppliers and send you the best options for your business.

What information do I need to get started?

Typically, we’ll need your latest energy bill, business address, and some basic contact details to start the comparison and quote process.