The easiest way to get in touch with our complaints team is by emailing support@givestar.io.
Please let us know the issue in as much detail as possible, and what you would like the resolution to be, though we cannot promise that this will be the case.
Complaints Process:
- Raising a Complaint:
Customers can formally raise complaints by emailing support@givestar.io. Upon receipt, the Complaints Team will promptly acknowledge the complaint and initiate the formal complaints procedure for thorough resolution. - Acknowledgement:
Formal complaints will be acknowledged within two business days. - Investigation:
Our team will conduct a thorough investigation, seeking resolution and providing updates to the complainant as necessary. - Resolution:
We aim to resolve complaints within 8 weeks, informing customers of progress and providing clear explanations supported by evidence. - Escalation:
If dissatisfied with the resolution, customers can escalate complaints to the Support Lead or Director of Support for independent review.
Our commitment is to address complaints promptly and effectively, valuing and incorporating customer feedback to continuously enhance our services