Customer Care Processes

Complaint Procedure


Stage 1

At Cora we aim to provide all our customers with a high standard of customer service and support from the moment they first visit our sales centre, right through to occupation and beyond.  If you are unhappy with any aspect of the service provided, the quality of your home or our handling of your personal information, please contact your dedicated Sales Negotiator or Customer Care representative as appropriate, who will provide a written response within 5 working days. 

If you have concerns about our use of your personal information, please see the Contact Us section in our Privacy Notice.

Stage 2

If you are not satisfied with our response, we will send you a “Path to Resolution” letter within 10 calendar days, advising on how we plan to resolve your complaint.

Stage 3

In the unlikely event that you remain disappointed with our response, we will send you an assessment response within 30 calendar days from the date on which we received your complaint.

Stage 4

If you are still dissatisfied, within 56 calendar days of first complaint, we will provide a clear summary of all actions taken to date, actions still outstanding, and any other steps to be completed in order to resolve the nature of the complaint.

When your complaint is resolved we will send you a closure letter, with a summary of how the complaint has been resolved.