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Handling Complaints Procedures and Commitments

At Starr Burger, we highly value the satisfaction of our customers and take every complaint seriously. We understand that sometimes issues may arise, and we are committed to addressing them promptly and effectively. Below, we outline our procedures for handling complaints to ensure that your concerns are acknowledged and resolved in a timely manner.

1. Receiving Complaints:

We welcome complaints through various channels, including but not limited to:

  • Phone: Our dedicated team is available to take your calls and record your complaints.
  • Online Contact Form: You can submit complaints through our website’s designated contact us form.
  • Email: Send an email to complaints@starrburger.com, and our team will respond promptly.

2. Recording and Acknowledging Complaints:

Upon receiving a complaint, we document all relevant details, including the nature of the complaint, contact information of the complainant, and any supporting documents. We aim to acknowledge receipt of the complaint within 24 to 48 hours and provide a unique reference number for tracking purposes.

3. Investigation and Resolution:

Our team will conduct a thorough investigation into the matter. This may involve:

  • Gathering Information: We will review all pertinent details, including any relevant records or interactions.
  • Contacting Managers: If necessary, we may contact our managers for additional information or clarification.
  • Internal Review: We will assess if any internal processes or policies contributed to the issue.

4. Timely Responses:

We are committed to providing timely updates on the progress of the investigation. If the resolution process extends beyond the initial acknowledgement, we will keep you informed of our progress at regular intervals, generally every 48 hours.

5. Resolution and Communication:

Once the investigation is complete, we will communicate the outcome to the complainant. If a resolution is achieved, we will outline the steps taken and any measures implemented to prevent similar issues in the future. If, for any reason, a resolution cannot be reached, we will provide a clear explanation.

6. Feedback and Follow-up:

We encourage feedback on our complaint handling process. If you are dissatisfied with the resolution, or if you have further concerns, we are open to continued dialogue to address any remaining issues.

7. Learning and Improvement:

Every complaint is an opportunity for us to learn and improve. We conduct periodic reviews of complaints to identify trends and implement necessary changes in our processes or policies.

At Starr Burger, we are dedicated to ensuring that every complaint is handled with the utmost care and attention. Your feedback is invaluable in helping us maintain our commitment to excellence in service.

Thank you for entrusting us with your concerns.

Sincerely,

Starr Burger