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FAQ

If you are a member of High Street Max and wish to know more about us, or if you simply wish to learn how to join the rewards and discounts site, then please read on through the FAQs.

Frequently Asked Questions about High Street Max

If you have any questions regarding High Street Max, how to join, or about your membership, we have endeavoured to answer this in the FAQs. However if you still find that your question goes un answered, please call 0333 344 1815 to speak to one of our helpful Customer Services Advisors.

Joining High Street Max

1. How do I join High Street Max?

High Street Max is an exclusive discount membership programme.
Please note this is a membership service and there is a monthly subscription fee after an initial free trial period. When you accept, you are confirming that you wish to go ahead with this membership service and that you have read and agreed to the terms and conditions.

2. What do I need to sign up to High Street Max?

To join High Street Max you need to agree to the terms and conditions of the membership and enter the required information and click the acceptance button.

3. I do not have the type of card that you have in your drop down field, how do I sign up?

We currently only accept Visa, MasterCard, and American Express, which have a 16 digit card number. Unfortunately at this time we cannot accept any other form of payment including cash cards. We apologise for the inconvenience.

My Membership

1. How did I join High Street Max?

High Street Max is offered online and also to existing members of our credit reporting programmes. In order to join High Street Max you are required to enter the required information and accept the terms and conditions of membership.
Members are offered a free trial period to try the benefits. High Street Max is a chargeable service each month after the trial period unless it is cancelled.

2. I don't know my Membership ID?

When you joined High Street Max you would have been sent a Welcome Email which contains your log in details.
Please check your spam folder in case it has been redirected to that folder.
If you cannot find the welcome email you can contact a Customer Service Advisor who will be happy to assist you.

Email:   contact@highstreetmax.com
Phone: 0333 344 1815
Fax:     0333 344 2256

The contact centre is open Monday to Friday between 9am and 5pm. If you call out of hours please leave a voice mail with you details and we will call you back the next working day.

3. Who do I contact about membership, queries and complaints?

General Membership Queries

At High Street Max we are dedicated to providing you with the best customer support. Please contact the High Street Max contact centre by phone, email or fax with any questions regarding your membership.

Email:   contact@highstreetmax.com
Phone: 0333 344 1815
Fax:     0333 344 2256
(Calls are charged at local rates from a BT landline)


If you have any questions regarding your membership, please contact us using the details above and we'll ensure our Customer Service team deals with your query.

Please note that High Street Max will appear as "High Street Max Pinner" on your card or account statement, so you will always know when and how much you are charged and have our telephone number at hand for any queries.

Complaints

It is our intention to provide you with the highest possible level of customer service at all times. However we recognise that things can go wrong on occasion and if this occurs we are committed to resolving matters promptly and fairly.

If you are unhappy for any reason, you can contact us and we will do our utmost to resolve this for you.

Email: complaints@adaptiveaffinity.com

Post:
High Street Max
Wisteria Grange Barn
Pikes End
Pinner
HA5 2EX
United Kingdom

What Information We Need From You

To help us investigate and resolve any issues or concerns that you may have, please provide the following information:

   Your full name
   Address
   Member ID
   Email Address
   Daytime telephone number
   Full details of your concern

How Long Will It Take?

We will always try to resolve your concerns within 14 days of receiving your complaint. However, if we are not able to resolve your complaint within 10 days, or we need more information we will write to you to tell you:

   Who is dealing with your complaint
   When we will contact you again

If your complaint is particularly complex, it may take longer to resolve. Of course we will keep you updated.

We will send you our full response within 14 days of receiving your complaint.

Our services are subject to the jurisdiction of the Financial Ombudsman Service and you have ultimate recourse to escalate your complaint to them. If you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response to your complaint.

The Financial Ombudsman Service
South Quay Plaza
83 Marsh Wall
London
E14 9SR
Web: www.financial-ombudsman.org.uk
Telephone: 0300 123 9 123 or 0800 023 4 567
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk

4. Who are you and what do you offer?

High Street Max is a membership programme offering members discounts across a wide range of online and high street retailers for men, women children and the home.
The membership has a monthly subscription fee after an initial free trial period in which members may test whether the membership is for them.

5. How do I get a VAT receipt of my membership transactions?

If you would like a VAT receipt of your membership transactions please email: contact@highstreetmax.com with VAT as the subject. Please include the following details in your email:

  • Membership ID number
  • Full name
  • Address and post code
  • Email address used at registration

6. How long does my membership last?

Membership with High Street Max lasts from the time you enrol until the time you inform us that you wish to cancel. There is no minimum term.

7. How do I cancel my membership?

If you would like to cancel your membership, log onto the website and go to "My Account". You can then click where instructed, to discontinue your membership. Please note that this will mean you will no longer have access to any of the benefits.

You can also contact a Customer Service Advisor.

Email:   contact@highstreetmax.com
Phone: 0333 344 1815
Fax:     0333 344 2256

The contact centre is open Monday to Friday between 9am and 5pm. If you call out of hours please leave a voice mail with you details and we will call you back the next working day.

8. I could not sign up to High Street Max, will I be charged?

If you were unable to complete the sign up process, either due to an error with High Street Max or if any of your personal information is entered incorrectly or the fields (which are all mandatory) have not been completed then it is impossible for membership to be activated or to begin the trial period, and therefore you will not be charged.

9. What do I do after I sign up?

You should receive a letter/email to the address/email account that you provided when you subscribed to the programme, welcoming you to High Street Max, along with details of your membership ID.

Your membership ID allows you to login to High Street Max to gain members discounts across various and a wide range of online and high street retailers.

If you did not receive this please check your spam folder first or contact our contact centre on 0333 344 1815 (calls are charged at local rates from a BT landline).


Last updated April 2016