Complaints Procedure
We're here to put things right
If something isn't right with a job, a tradesperson, or our service, please tell us. This page explains how to complain and the response times you can expect.
Step 1 — Tell us within 14 days
Raise your complaint as soon as possible and within 14 days of the issue arising. The quickest way is to email our support team — include your job reference, what happened, and what you'd like us to do.
Step 2 — What happens next
- 1Acknowledgement within 2 working days. We'll confirm we've received your complaint and assign a case owner.
- 2Investigation within 10 working days. We'll review the job, speak to the tradesperson, and gather any evidence (photos, timeline, chat).
- 3Resolution within 15 working days. You'll receive a written response with our decision and any refund, rework, or compensation offered.
- 4If we can't agree, you may refer the dispute to an Alternative Dispute Resolution (ADR) provider or to the Citizens Advice consumer service.
Our promises to you
- Every complaint is logged and tracked to a named case owner.
- We will not charge you for raising a complaint.
- Raising a complaint will never affect your right to a refund you are legally entitled to.
- If we get it wrong, we'll say so — and put it right, including any refund or rework.
- For serious safety concerns, contact the relevant trade body or your local Trading Standards office.