Customer Care & Complaints Policy

1. Our commitment

Corrie D Marketing is committed to delivering high-quality work and treating every client fairly and openly. If something hasn't gone the way you expected, we want to hear about it so we can put it right and learn from it.

2. What this policy covers

This policy covers complaints about any of our services, including CDM Smart AI Websites and WordPress websites, hosting and maintenance, AI automations and training, AI search visibility, Google and YouTube advertising, social media management, design, branding, coaching and consultancy, and how we have communicated with you.

3. How to make a complaint

You can complain by phone, email or post using the details above. To help us resolve things quickly, please tell us your name and business name, the service or project concerned, what went wrong, and what you would like us to do to put it right. Screenshots, links or other evidence are welcome. If you complain by phone, we will confirm a summary in writing.

4. Acknowledgement

We aim to acknowledge your complaint within 2 working days. If your website, hosting or business email has stopped working, tell us straight away – we treat these as urgent and start work on them without waiting for the normal timescales.

5. Investigation and response

The Founder will review your complaint personally, looking at the agreed proposal or package, any changes agreed along the way, project communications, deliverables, and platform or performance data where relevant. We aim to give you a full written response within 10 working days. If we need longer, we will tell you why and give you a new date. Our response will explain what we found, what we will do to put things right, and when.

6. Third-party platforms and results

Some services rely on third-party platforms such as Google, Meta, YouTube, Lovable, hosting providers and AI tools. We will always investigate and help with problems involving these platforms, but we cannot control their decisions, outages or policy changes. Marketing and advertising results depend on many factors outside our control, and we do not guarantee specific rankings, traffic or sales unless this was agreed in writing. Nothing in this policy limits any rights you have by law, including rights under the Consumer Rights Act 2015 where you are a consumer.

7. If you are not happy with our response

If you disagree with the outcome, reply to our response and the Founder will review your complaint again and give you our final position in writing. If you are a consumer, you can also get free, independent advice from Advice Direct Scotland at consumeradvice.scot.

8. Learning from complaints and your information

We record every complaint and what we did about it, and review them regularly to improve our service. Any personal information you give us is handled in line with our Privacy Policy.