Terms and Conditions
Updated July 2021
Complaints Contact Details
Telephone: 01442 210 751
Any complaint verbal or written will be referred to our complaint’s manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also
Acknowledge the complaint in writing promptly
Record details on the firm’s system
Make contact to seek clarification on any points where necessary
Fully investigate the complaint
Keep you informed of our progress
Discuss with you our findings and proposed response
Ensure that our firm partners have a compliant complaints procedure and are communicating with their customer using this
Provide clear deadlines to respond
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.
Customers may express dissatisfaction to us about our products and services. We will need to establish whether or not the complaint relates to the information given, the firm or the service and installation. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the firm for them to investigate and provide a written explanation and any supporting information. This may include photos, checklists or remedial satisfaction notes.
The complaints manager will establish the nature and scope of the complaint having due regards to deal with complaints promptly and fairly, give complainants clear replies and, where appropriate, fair redress, we may take up to 8-weeks to provide a response
This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
Closing a complaint
We will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter further.
Citizens Advice Bureau
If the customer is unhappy with the final response provided by SWR they may week to seek further advise from the citizen advice bureau.
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Citizens Advice consumer helpline: 0808 223 1133
Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0808 223 1133
You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website.
Online Chat Available: citizensadvice.org.uk/about-us/contact-us