How to Make a Complaint

Churchill Sloan – CWI Complaints Team
Ribban Court,
20 Dallam Lane,
Warrington, Cheshire
WA2 7NG

  • 2. We will send you a written or electronic acknowledgement of a complaint within two business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have authority to settle the complaint.

 

  • 3. Within four weeks of receiving a complaint, we will send you either:
    • (a) a final response adequately addressing the complaint; or
    • (b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

 

  • 4. Within eight weeks of receiving a complaint we will send you either:
    • (a) a final response adequately addressing the complaint; or
    • (b) a response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response.

 

  • 5. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress but could involve an apology or another suitable form of redress.