Complaints policy.
Last updated: 18 October 2026
We want everyone who uses Stirling Place to be happy with our service. If something isn't right, please tell us. We'll take it seriously, deal with it fairly and use it to improve.
How to complain
You can complain in whichever way suits you:
by email to [email protected];
through our Get in touch page;
by post to Stirling Place, 22–24 High Street, Cleator Moor, Cumbria, CA25 5LB.
Please tell us your name and how to contact you, what went wrong and when, any booking reference, and what you'd like us to do to put it right. If you need help making a complaint, or need us to communicate with you differently, just let us know.
What happens next
We'll acknowledge your complaint within 5 working days, and tell you who is dealing with it.
We'll look into it properly, and may contact you if we need more information.
We'll send you a full written reply within 4 weeks, explaining what we found and what we'll do. If we need longer, we'll tell you why and when you can expect our reply.
If you're not happy with our reply
Reply to us within 4 weeks and ask for your complaint to be reviewed. A director of Cygnus Workspaces Ltd will review how it was handled and send you a final written reply within 4 weeks.
If it's still not resolved
If you're a consumer and we can't resolve your complaint, our final reply will give you the details of an approved alternative dispute resolution (ADR) provider and tell you whether we agree to use it. You can also:
contact the Citizens Advice consumer helpline on 0808 223 1133, or visit citizensadvice.org.uk, for free advice;
make a claim through the small claims court.
For complaints about how we use your personal information, you can also contact the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. See our privacy policy.
How we handle complaints
We treat complaints confidentially, and use the information only to deal with your complaint and improve our service.
Making a complaint will never affect how we treat you.
We keep a record of complaints for 2 years so we can spot problems and put them right.