We would rather know when something has gone wrong. This procedure sets out how to raise a matter, who considers it at each stage, and the periods within which you will receive a response.
Last updated 3 August 2026. Issued by Stellar Catalyst UK Ltd, company number 17108493, registered office 24 Norfolk Street, Coventry, CV1 3BX.
Some matters have their own procedure and will be dealt with more quickly if raised through it: cancellation under the cancellation policy, reimbursement under the refund policy, and data protection requests under the privacy policy.
Where you have already used one of those routes and are dissatisfied with the outcome, this procedure is the correct next step.
Write to info@stellarcatalystuk.co.uk with the heading "Complaint", or by post to Stellar Catalyst UK Ltd, 24 Norfolk Street, Coventry, CV1 3BX. Please include:
| Acknowledgement | Within five working days of receipt. |
|---|---|
| Substantive response | Within 20 working days of acknowledgement. |
| Where more time is needed | We will tell you before the 20 days expire, explain why, and give a date by which you will receive a response. |
If you are dissatisfied with the stage one outcome, you may request a review within 20 working days of receiving it. State that you are requesting a stage two review, and explain which aspects of the response you disagree with and why.
The review is conducted by a person not involved in the original decision. It considers whether the complaint was properly investigated, whether the conclusion was reasonable on the evidence, and whether any remedy offered was proportionate.
| Acknowledgement | Within five working days of the review request. |
|---|---|
| Review outcome | Within 20 working days of acknowledgement. |
The stage two outcome concludes our internal procedure.
Where our internal procedure is exhausted and you are a consumer, you may be entitled to refer the dispute to an alternative dispute resolution provider. We will inform you at the conclusion of stage two whether such a route is available and, if so, how to use it.
Nothing in this procedure affects your right to pursue a claim through the courts, or a consumer's rights under the Consumer Rights Act 2015. Complaints concerning the handling of personal data may be referred to the Information Commissioner's Office at any time, although we would ask that you raise the matter with us first.
Complaints are recorded, investigated on their merits, and treated confidentially, with personal data processed as described in the privacy policy. Records are retained for six years from resolution.
Making a complaint will not disadvantage you in any dealings with us. Where a complaint reveals a shortcoming in our services or procedures, we act to correct it.
We may decline to consider a complaint that is repetitive of a matter already concluded, that is anonymous where the substance cannot be investigated, or that is abusive. Where we do so we will tell you and explain why.