Company Information
The Cherwell Group ‘trading as’ Cherwell Tobacco Limited
2 Waymills Industrial Estate
Whitchurch
Shropshire
SY13 1AD
administrator@cherwellgroup.com
Company Registration Number: 1384848
VAT Number: 310511818
COMPLAINT HANDLING PROCEDURE
Cherwell aims to offer an excellent service to all our customers. However, we recognise
difficulties or concerns occasionally arise which may lead to a complaint, which we take
very seriously. Complaints received will be dealt with fairly, consistently and as
promptly as possible.
If you have a complaint about the service we have given you please contact us immediately at:
Cherwell helpline: 01948 663322
Monday to Friday between
8.30 a.m. and 5.30 p.m.
By email: administrator@cherwellgroup.com
Or by post:
Finance Director
Cherwell Tobacco Limited
2 Waymills Industrial Estate
Whitchurch
Shropshire
SY13 1AD
Acknowledgement
Your complaint will be acknowledged within 5 working days of receipt confirming
Cherwell's complaint handling procedure along with the name, job title of the individual
handling the complaint.
Investigating your complaint
Following acknowledgement we will investigate your complaint, whereby we may ask
you for additional information to clarify the circumstances of the complaint. We will also
collect other evidence to assess the complaint in details from those with whom you have
had dealings and may seek legal opinion as appropriate.
When will you hear from us?
We will try to resolve your complaint as soon as possible but if we have not been able to
resolve it within 4 weeks you will be contacted by letter informing you of the situation
and letting you know when we will contact you again.
If we haven’t been able to resolve the matter within 8 weeks, we will send you another
update letter. We will also let you know what rights you have to take the matter further
and how you can do this.
If we cannot resolve your complaint within 8 weeks, Cherwell will continue with the
investigation, keeping you informed of the progress of the investigation.
Responding to your complaint
A response letter will be sent to you within 8 weeks confirming whether the complaint
has been upheld [including appropriate redress or rectification] or reject and reasons
for this given.
You have 4 weeks to reply to our decision. If you don’t reply then we
will assume you accept our decision and will proceed with the solution outlined if
appropriate.
We will send you a letter confirming the action we have taken.
The response will also
tell you that - if you remain dissatisfied with the response - you have up to 6 months
of the date of the response to complain to the Financial Ombudsman Service [a leaflet from the Financial Ombudsman Service will be enclosed with your response].
You may be able to refer your complaint to the Financial Ombudsman Service [FOS]
sooner - if you are eligible under their complaints criteria, their address is:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
You can find out more about the FOS and their complaints criteria by visiting their web
site at www.financial-ombudsman.org.uk or by calling their helpline on 0845 080 1800.
For further information, please contact
the Finance Director at the address above.
Vast product range
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