Complaints Procedure
At Black Star PI, we are committed to providing an exceptional service. If something has not met your expectations, we want to know so we can make it right.
Our Complaint Policy
Complaints Policy Document
Complaints-Policy - Black Star PI.pdf
Our Commitment
Black Star PI Ltd ("Black Star PI") is dedicated to maintaining the highest standards of service and professionalism. We value your feedback and treat all complaints as opportunities to improve our services.
This procedure outlines how we handle complaints and ensures fair, transparent, and timely resolution for all our clients and stakeholders.
Complaints Process Flow
Raise Complaint
Contact us via email, phone, or in writing
Acknowledgement
We confirm receipt within 3 working days
Investigation
Thorough review within 15 working days
Resolution
Final response with findings & remedies
How to Make a Complaint
Initial Contact
Please contact us directly via email or telephone. Many concerns can be resolved quickly through direct communication. We encourage you to reach out as soon as possible after the issue arises.
Formal Written Complaint
If your concern remains unresolved, please submit a formal written complaint including:
- ●Your full name and contact details
- ●A clear description of your complaint
- ●Relevant dates and supporting documentation
- ●Your desired outcome or resolution
Acknowledgement & Investigation
We will acknowledge your complaint within 3 working days. Our team will investigate thoroughly and provide a full response within 15 working days. If additional time is needed, we will keep you informed of our progress.
Resolution
We will work to resolve your complaint fairly. Our response will include our findings, actions taken, and proposed remedies. If you remain dissatisfied, you may request escalation to senior management for further review.
Response Timeframes
3
Working Days
Acknowledgement
15
Working Days
Initial Response
8
Weeks Maximum
Final Resolution
Contact Our Complaints Department
External Redress
Black Star PI Ltd is a member of the Property Investors Mediation Service (PIMS), an independent scheme for property-related disputes. If you remain dissatisfied after our internal complaints procedure, or if eight weeks have passed since you first raised your complaint with us, you may refer the matter to PIMS for review.
You have twelve months from our final response to refer your complaint to PIMS.
Our Promise to You
We treat all complaints with the utmost seriousness and confidentiality. Every complaint is an opportunity to improve our services. We are committed to handling your concerns with fairness, transparency, and professionalism. Your feedback helps us maintain the exceptional standards that our clients expect from Black Star PI.