Complaints

Last updated: 9 October 2026

If something has gone wrong — with a purchase, your access, a question you think is wrong, or the way we have treated you — we want to know. Core Revision is run by its founders, and complaints come straight to us.

How to complain

Email admin@corerevision.com with “Complaint” in the subject line. Please include:

  • the email address on your Core Revision account;
  • what happened, with dates and (for a question) the question ID or a screenshot;
  • what you would like us to do about it.

If you would rather write to us, our address is Core Revision Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.

What happens next

  • Within 3 working days we will acknowledge your complaint and tell you who is handling it.
  • Within 14 days we aim to give you our full response. If we need longer — for example to check a clinical question against the current guideline — we will tell you why and when you can expect to hear from us.
  • If you are not satisfied with our response, reply and ask for a founder review. Your complaint is then looked at afresh by a founder who was not involved in the first response, who will reply within 14 days. That is the end of our internal process.

Questions you think are wrong

Every question is written and reviewed by our clinical team, but guidance changes and we do make mistakes. If you think a question or explanation is wrong, tell us the question ID and why. We check it against the current national guideline; if you are right we correct it for everyone and let you know. Reported questions are reviewed within 10 working days.

Your rights as a consumer

Nothing on this page affects your legal rights. In particular:

  • Under the Consumer Rights Act 2015, digital content you pay for must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to have it repaired or replaced and, if that is not possible or does not fix the problem, to some or all of your money back.
  • Under the Consumer Contracts Regulations 2013, you have 14 days from purchase to change your mind. Our own 14-day guarantee works the same way — see our Refund & Returns Policy, which includes a model cancellation form.
  • If your complaint is about your personal data, our Privacy Policy explains how to raise it with us and with the Information Commissioner’s Office.

If we cannot resolve it

If we reach the end of our process and you are still unhappy, we will write to you to confirm that we have not been able to settle the complaint, name a certified alternative dispute resolution (ADR) provider that could consider it, and tell you whether we are prepared to use that provider. We are not a member of an ADR scheme and are not required to use one, but we consider each request in good faith. You can also get free, independent advice from the Citizens Advice consumer service, and you keep the right to take a claim to court.