Last Updated: 28th October 2025

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At Guiding Stars UK, we are committed to providing a supportive, professional, and transparent service as McKenzie Friends.
If you are unhappy with any aspect of our service, we encourage you to raise it with us so that we can put things right.
While we are not a regulated service, we aim to handle any concerns fairly, promptly, and in a way that supports your confidence in the service you receive.

 

How to Make a Complaint

You can raise a complaint by:
Email: info@guidingstarsuk.co.uk
Address: Office 8730, 321–323 High Road, Chadwell Heath, Essex RM6 6AX (correspondence only – no in-person visits)
Verbally: during a meeting or call (we will ask you to confirm it in writing so we can keep accurate records).

 

What to Include in Your Complaint

To help us deal with your complaint quickly, please include:

• Your full name and contact details.
   

• A clear description of your concern(s).
   

• Any relevant dates, documents, or communications.
   

• The outcome you are seeking (e.g. an explanation, an apology, or a change in how we do things).
   

 

How We Will Handle Your Complaint

• We will acknowledge your complaint within 5 working days.
   

• We will investigate fully and aim to provide a written response within 28 days.
   

• If the matter is complex, we will keep you updated and let you know when to expect a full reply.
   

• Where we have made a mistake, we will explain what happened, apologise, and take steps to prevent it happening again.
   

• A record of all complaints and their outcomes will be kept securely in line with our Privacy Policy.
   

 

Escalation

As McKenzie Friends, we are not regulated by the Solicitors Regulation Authority or the Legal Ombudsman, so external complaints routes are limited.
If your complaint relates to data protection, you can raise it with the Information Commissioner’s Office (ICO):
https://ico.org.uk/make-a-complaint/

If you remain dissatisfied after our response, you may also seek independent legal advice

 

Fair Treatment

• Raising a complaint will not affect the service we provide to you.
   

• We will treat all complaints seriously, fairly, and confidentially.
   

 

Contact for Complaints

Siobhan Jarvis
Guiding Stars UK
info@guidingstarsuk.co.uk
Office 8730, 321–323 High Road, Chadwell Heath, Essex RM6 6AX (correspondence only)

We value your feedback and take every complaint as an opportunity to improve the quality of our support.