Making a Complaint

Complaints against Member companies

The Wine Investment Association requires its Members to adhere to its Code of Practice in their dealings with customers and in respect of key business controls which affect customers’ rights and entitlement. Members who breach the Code of Practice will face a range of sanctions including, in the most serious cases, expulsion from the Association.

The Code of Practice covers the following areas:

  • Fulfillment of orders
  • Title to wine once purchased
  • Investment advice
  • Market performance and valuations
  • Pricing and fees
  • Marketing, advertising and promotion
  • Transparency in dealings with customers
  • Use of the WIA logo
  • Cooling off period
  • Best practice.

 

Complaints process

Complaints of breaches of the Code can be submitted by any person, whether a client of a Member or not. In the first instance the complaint will normally be referred to the Member for comment and possible resolution in a timely manner. If no resolution is achieved to the satisfaction of both parties the complaint will be referred to the Independent Adjudication Panel. The Panel will consider all available evidence and adjudicate in order to determine whether the Code has been breached and, if so, what sanction should be taken against the member.

The Member has a right of appeal against any adjudication.

Complaints, which will be treated in strictest confidence insofar as is possible, should be submitted in writing, accompanied by relevant documentary evidence where appropriate, to:-

 

Wine Investment Association Limited
c/o Mazars
The Pinnacle
160 Midsommer Boulevard
Milton Keynes
MK9 1FF

Registered in England No. 8225080

Telephone: 0845 557 7704

Email: enquiries@wineinvestmentassociation.org