Many thanks for your response. My original complaint went unanswered for two weeks. Churchill did eventually answer my complaint and, as you suggested, £100 compensation was offered for the poor service and cost of phone calls. Also, they came down to deducting just 15% from the John Lewis quote without any real explanation. Initially I was told there would be a 32% deduction, my wife was told the same 32%, then 25% was mentioned and finally it came down to 15%, which all seems rather random. Churchill did play the "commercially sensitive" card to avoid giving the breakdown of the work propose