Complaints Procedure

Last updated April 26, 2026

At Carahome, we aim to provide a high quality service and make every customer experience perfect. Therefore, we are committed to resolving any concerns you may have as quickly and efficiently as possible.

How to make a complaint

Please contact us using the form below.

Complaint handling process

We will acknowledge your complaint within 3 working days, investigate and then aim to provide a final response within 10 working days.

If the issue is complex (eg involves third party parts) we will provide a new holding response explaining why more time is needed, and a new deadline.

Resolving the issue

If the complaint is valid we will offer a suitable remedy, which may include:

  • Re-carrying out the service or repairing the fault at no additional cost

  • A full or partial refund

External dispute resolution

If you are unhappy with our final response and we cannot reach a mutual agreement, you may wish to take the matter further and contact:

  • AWS Approved NCC Informal Dispute Resolution Service (NCCIDRS)

  • General Citizens Advice Customer Service