Customer Charter | Cheshire & Warrington Economic Alliance

Suggestions, Compliments and Complaints

Cheshire & Warrington Economic Alliance is committed to providing a quality service and achieving the highest standards of conduct. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers.

We actively encourage feedback and would like to hear from you, not only if you wish to complain, but also if you feel we have done something particularly well or you have a suggestion for improvement.

We aim to ensure that making a suggestion or complaint is as easy as possible:

we deal with suggestions and complaints promptly and politely
we respond with an explanation, or an apology where we have got things wrong, or information on any actions taken
we learn from suggestions and complaints and use them to improve our service.

What is a suggestion?

A suggestion is a comment on how we can improve our service.

How will we deal with a suggestion?

We will record details and acknowledge receipt within 3 working days. We will send a response within 15 working days that either explains how we will implement the suggestion; investigate it further or why we are unable to implement the suggestion.

What is a complaint?

Any expression of dissatisfaction about our services, employees or policies.

How to make a complaint

We take all complaints about our service seriously. You should first take up your complaint directly and informally with the person with whom you have been in contact and can expect a reply within 5 working days.

If you feel you wish to raise the complaint more formally, or you are not satisfied with the response given, you can write to:

Roz Atherton
Office Manager
Cheshire & Warrington Economic Alliance
Dalton House
Dalton Way
Cheshire
CW10 0HU

What happens next?

We will reply within 15 working days from when we receive your complaint. If it is not possible to give you a full reply within this time, for example, if your complaint requires more detailed investigation, we will give you an interim response informing you what is being done to deal with your complaint, when you can expect the full reply and from whom.