Terms of Service

Last updated: October 2026

These Terms of Service ("Terms") govern your access to and use of ComplaintCore. By creating an account, starting a free trial, or purchasing a subscription, you confirm that you have read, understood and agree to be bound by these Terms, our Privacy Policy and our Acceptable Use Policy. If you are accepting on behalf of an organisation, you represent that you have authority to bind that organisation.

1. About us

ComplaintCore is operated by SafetyCore Ltd (registration pending), trading from Nantwich, Cheshire, United Kingdom. In these Terms, "we", "us" and "our" refer to SafetyCore Ltd. "You" and "your" refer to the person or organisation using the service. Contact: [email protected]

2. Service description

ComplaintCore is a cloud-based customer complaint management service for food manufacturers, providing tools for:

Recording customer complaints, including product, batch, customer, category and photos
Investigation records: root cause, containment, corrective and preventive action, and effectiveness checks
Complaint trending, including complaints per million units against targets you set
Reports for management review
AI analysis of aggregated complaint figures, with a monthly allowance
User and access management

Important: ComplaintCore is a record-keeping and management tool. It does not provide legal, regulatory or professional food safety advice. It does not guarantee any specific audit outcome, certification result, or regulatory compliance. AI analysis is a prompt for your own investigation and may be incomplete or wrong; decisions remain yours. You remain solely responsible for the safety of your food products and compliance with all applicable laws and regulations.

3. Your responsibilities

You are responsible for:

The accuracy, completeness and appropriateness of all data you enter
Having a lawful basis for any personal data about complainants that you record, and handling it in line with UK GDPR
Ensuring investigations and corrective actions are reviewed by appropriately qualified people
Taking all necessary corrective actions identified through the system
Maintaining compliance with all applicable food safety legislation, including Regulation (EC) 852/2004 as retained in UK law, the Food Safety Act 1990, and any relevant BRCGS, SALSA, FSSC 22000 or SQF requirements
Managing user access and ensuring appropriate permissions are assigned
Keeping your account credentials secure

4. Free trial

We offer a 14-day free trial of your own ComplaintCore instance. No credit card is required. Trial accounts may be extended to 30 days at our discretion. The service during trial is provided "as is" with no warranties of any kind. We may modify or discontinue trial features at any time.

Data created during the trial is preserved if you upgrade to a paid subscription. If you do not upgrade, your data will be held for 90 days before permanent deletion.

5. Subscription and payment

Pricing: ComplaintCore is priced per organisation at £60 per month or £600 per year. An organisation is one company with its own ComplaintCore account. Every plan includes unlimited users and AI analysis with a monthly allowance.

Support: ComplaintCore is self-service, with help by email at [email protected].

Payment: Card payments are processed securely by Stripe. We do not see or store your card details. Invoices and receipts are available from the billing page in ComplaintCore.

Renewal: Subscriptions renew automatically at the end of each billing period, monthly or yearly.

Cancellation and refunds: You can cancel at any time from the billing page in ComplaintCore. Your subscription then runs to the end of the period you have paid for and does not renew. Because every plan starts with a free trial, payments are not refundable, including for part-used months or years.

AI analysis is included with a monthly allowance. Unused allowance does not carry over to the next month. When the allowance is used up, the AI buttons stop until the 1st of the next month; everything else carries on working.

All prices are in GBP. VAT is not currently charged. Prices may become subject to VAT once SafetyCore Ltd is VAT registered, at which point customers will be notified in advance.

6. Service availability

We aim to keep ComplaintCore available at all times but do not guarantee uninterrupted service. We may perform maintenance with reasonable notice. We are not liable for any loss arising from service interruption.

7. Intellectual property

All intellectual property in ComplaintCore, including software, design and documentation, remains our exclusive property. Your subscription grants you a non-exclusive, non-transferable licence to use the service for its intended purpose.

Your data remains yours. We claim no ownership of any content you create or upload.

8. Data and privacy

Your data is processed in accordance with our Privacy Policy and the UK Data Protection Act 2018 / UK GDPR. Each customer's data is held in its own separate database. You may export your complaints and volumes at any time as CSV from within ComplaintCore. Upon cancellation, we will hold your data for 90 days before deletion unless you request earlier removal.

9. Limitation of liability

To the maximum extent permitted by law:

We are not liable for any audit failure, loss of certification, regulatory action, product recall, or any consequence arising from your use of or reliance on the service, including its AI analysis
We are not liable for any indirect, incidental, special or consequential damages
Our total liability for any claim is limited to the fees you have paid in the 12 months preceding the claim

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

10. Termination

You may cancel your subscription at any time. We may suspend or terminate your account if you:

Breach these Terms or the Acceptable Use Policy
Fail to pay fees when due
Become insolvent or enter administration

On termination, your access will cease but your data will be available for export for 90 days.

11. Changes to these terms

We may update these Terms from time to time. We will notify you of material changes by email at least 30 days before they take effect. Continued use after the effective date constitutes acceptance.

12. Governing law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

13. Contact

SafetyCore Ltd, Nantwich, Cheshire, United Kingdom.
Email: [email protected]
Website: complaintcore.co.uk