Complaint Procedure

Client Complaint Procedure

We, StarLight Wave Ltd, have adopted this complaint process in order to ensure fair and timely handling of any complaints that could arise from our relationship. The Company is authorized and regulated by the Mwali International Services Authority under license number T2023397. StarLight Wave Ltd, registration number is 2023-00491 with a registered address on Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, Saint Lucia.

Submitting your Complaint

To make a complaint to the company, please fill in and submit the complaint form (click on the link below). Please note that the Company reserves the right not to accept complaints submitted through any other means or methods (i.e. E-mail, telephone, etc.). Use the following link to access the complaint form.

Or Contact: [email protected]

Once you have completed and submitted your complaint form, our corresponding department will investigate and reach out to you further accordingly.

Acknowledging your Complaint

We will acknowledge the receipt of your complaint within five (5) days from the receipt of your complaint form

Handling of your Complaint

Once we acknowledge receipt of your complaint, we will review it carefully, investigate the circumstances surrounding your complaint and will try to resolve it without undue delay. We shall make every effort to investigate your complaint and provide you with the outcome of our investigation within six (6) weeks from the date you have submitted your complaint to us. During the investigation process, we will keep you updated on the handling process of your complaint. One of our officers may contact you directly (including communication by email or phone) in order to obtain, where needed, further clarifications and information relating to your complaint. We will require your full cooperation in order to expedite the investigation and possible resolution of your complaint. In the event that your complaint requires further investigation and we cannot resolve it within six (6) weeks, one of our officers will contact you again directly (including communication by email or phone) indicating the causes of the delay and when the Company’s investigation is likely to be completed. In any event, we shall provide you with the outcome of our investigation no later than one (1) month from the issuing of the holding response, depending on the complexity of the case and your cooperation.

Please note that the Company shall consider your complaint as closed and cease the relevant investigation in case you fail to respond to our officers within the period of six (6) weeks from the date of the submission of your complaint.