01
Live safety or service issue
For immediate danger, medical emergency or public-safety concern, contact the relevant local emergency service first.
For an active assignment problem, use the operational contact and escalation route in the Service Confirmation. Do not rely only on social media or a general website form for a live issue.
02
How to make a complaint
Email operations@svsnorthstar.com or write to 128 City Road, London, EC1V 2NX, United Kingdom. Include the booking or assignment reference, date, purchaser and traveller names, what happened, the outcome sought and relevant messages, times, call logs, photos or receipts.
Please contact us as soon as reasonably possible so records can be preserved. Delay does not automatically remove a legal right.
03
What happens next
We acknowledge a service complaint promptly, appoint an owner and preserve the available confirmation, provider, communication and payment records. We separate verified facts from assumptions and invite the relevant provider or staff account where needed.
We aim to issue a reasoned written outcome within 10 business days. If the evidence or provider response needs longer, we will explain the reason and the next update date. These are service aims, not a restriction on legal rights.
04
How incidents are assessed
- The agreed scope, timeline, instructions and responsibility map.
- Contact attempts, meeting points, provider actions and verified operational events.
- Safety, accessibility, data and financial impact.
- Immediate recovery steps, authority for extra cost and alternatives offered.
- Root cause, corrective action, approval and closure evidence.
05
Possible outcomes
Depending on the evidence and legal rights, an outcome may include an explanation, correction, apology, re-performance where suitable, service credit, price reduction, partial or full refund, provider corrective action or no remedy where the agreed service was delivered.
We do not promise an outcome before investigation and will not make a statutory remedy conditional on removing an honest review or withdrawing a regulatory complaint.
06
Review and escalation
If you believe the outcome missed material evidence, reply and identify the point that needs review. The director will conduct or appoint a further review and provide a final written response.
Northstar does not currently claim membership of an alternative dispute-resolution or ombudsman scheme. This does not remove any court, card-provider, insurer or regulatory route available to you.
07
Data-protection complaints
Send an electronic privacy complaint to operations@svsnorthstar.com. We will acknowledge it within 30 days, make appropriate enquiries, keep you informed and provide an outcome without undue delay. You may also complain to the Information Commissioner’s Office.