Complaints Procedure

Core Celtic Limited is committed to providing an excellent standard of service. If something goes wrong, we want to hear about it, put it right, and learn from it.

You can make a complaint by:

• Email: hello@coreceltic.com
• Phone: 07356 041800
• Live chat: via the chat widget on coreceltic.com
• Post: Core Celtic Limited, Manchester House, Grosvenor Hill, Cardigan, Ceredigion, SA43 1HY

Please provide as much detail as possible, including the nature of the complaint, relevant dates, and the outcome you are seeking.

Stage 1: Acknowledgement

We will acknowledge your complaint within 2 working days and assign it to a named person who will be your point of contact throughout.

Stage 2: Investigation

We will investigate your complaint thoroughly, reviewing our records, speaking with the team involved, and visiting the property if appropriate. We aim to resolve complaints within 14 working days.

Stage 3: Response

We will write to you with our findings and, where appropriate, an explanation of what went wrong and what we will do to put it right. If we need more time, we will let you know.

Stage 4: Escalation

If you are not satisfied with our response, you may request that your complaint be escalated to the company director. This review will be completed within a further 14 working days.

If you remain dissatisfied after exhausting our internal complaints process, you may:

• Seek mediation through a recognised alternative dispute resolution (ADR) provider
• Contact Citizens Advice for guidance on your consumer rights
• Take legal action through the courts
• Contact the Information Commissioner's Office for complaints about how we handle your personal data

We review all complaints to identify patterns and improve our services. Your feedback helps us get better.