SStarlightVentures Holdings
Legal

Complaints Procedure

Last updated: 1 October 2025

At Starlight Ventures Holdings (BVI), we are committed to delivering a professional, transparent, and respectful service to all clients. If you are dissatisfied with any aspect of our service, we encourage you to contact us so we can investigate and resolve the issue promptly.

This Complaints Procedure sets out how you can submit a complaint and how we will respond.

1. How to Make a Complaint

If you wish to raise a concern or complaint, please contact us using one of the following methods:

Email (preferred):
complaints@starlightventuresholdings.org or contactus@starlightventuresholdings.org

Postal address:
Starlight Ventures Holdings (BVI)
Intershore Chambers, Road Town, Tortola, VG1110
British Virgin Islands

(Please note: office visits are by appointment only.)

Information to include

To help us investigate quickly, please provide:

  • Your full name and contact details
  • Company name
  • Reference number (if applicable)
  • A clear description of your complaint
  • Any supporting documents or emails
  • What outcome you are seeking

2. Acknowledgement of Your Complaint

  • We will acknowledge receipt within 2 business days.
  • You will be given a reference number for tracking.

3. Investigation Process

Your complaint will be reviewed by a senior member of our team who was not involved in the matter being complained about. The investigation may include:

  • Reviewing all correspondence
  • Examining documents and applications
  • Speaking with involved team members
  • Contacting you for clarification

We handle all complaints fairly, professionally, and confidentially.

4. Response & Resolution Timeframes

We aim to provide a full written response within:

  • 10 business days for standard complaints
  • 20 business days for more complex matters involving third parties or lenders

If additional time is required (for example, due to external underwriting partners), you will be notified in writing with an updated timeframe.

5. Outcome of Your Complaint

Our final response will include:

  • A summary of your complaint
  • The steps we took to investigate
  • Our findings
  • Any proposed resolution or explanation
  • Any corrective action we will take (if applicable)

6. Escalation

If you are not satisfied with our final response, you may request a senior management review by emailing management@starlightventuresholdings.org. The matter will be independently reassessed by a director or senior oversight officer.

Please note: As a private BVI international business company, SVH is not regulated as a bank or consumer credit provider. Therefore, external ombudsman schemes (UK/EU) do not apply.

7. Our Commitment

We take all feedback seriously. Complaints are used to:

  • Improve our internal processes
  • Strengthen compliance
  • Train our team
  • Enhance overall service quality

We appreciate the opportunity to resolve any issue professionally.

Contact

Starlight Ventures Holdings (BVI)
Intershore Chambers, Road Town, Tortola, VG1110
Email: contactus@starlightventuresholdings.org
Appointments by booking only.