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Our members promise to meet The Checkatrade standard and agree to have feedback from their customers published online for all to see.
Before we publish negative feedback we like to give our members a chance to put the matter right. We have found that this usually results in a much better outcome for you.
It doesn't happen very often, but if you have been let down by a Checkatrade member here's how we can help:
In any event, please do still notify us of your experience. Your comments are important and will be recorded internally. This will help us build up a picture of this company and the way in which they conduct their business.
Have you contacted the member to talk about your concerns?
We recommend that you first discuss your concerns directly with the member to see if you can come to a mutual resolution. You can still tell us about your experience if you feel you are unable to do this.
Has work* been carried out by a Checkatrade member?
Please do still tell us about your experience. We value your comments. Missed Appointments are published on the website, other issues before work has been carried out will be recorded internally. This will help us build a picture of this company and the way they conduct their business.
Are you happy for us to contact the member about your issue?
We understand that you may not want us to contact the member, and we would like to understand why. The reason we are unable to publish anonymous complaints is that the member will not have the opportunity to try and resolve the matter or reply to your comments. Please do still tell us about your experience. We value your comments.
Are all the feedback scores above 5 (with negative comments)?
We will contact the member by email, telling them that they have 5 working days to resolve the issue, If it is not resolved within 5 working days, your comments will be published and they may reply on the website. If a satisfactory resolution is obtained, you are welcomed to decide whether you wish to continue with your original comments, to withdraw them or to submit new feedback. Please tell us about your experience. We value your comments.
We will contact the member by letter and send you copies. Your complaint will enter into a process where we will endeavour to resolve the issue with the trade within 15 working days, during this time we know through experience you will have a better chance of a successful outcome if we refrain from instantly publishing your comments. Unless you instruct us otherwise on the 15th working day your comments will be published and the member may make a reply on the website. Of course some circumstances can take longer than 15 working days, if this is the case the power is in your hands as to whether your comments are published or placed on hold whilst we continue to support you to a reasonable resolution with the member. If a satisfactory resolution is obtained, you are welcomed to decide whether you wish to continue with your original comments, to withdraw them or to submit new feedback. Please tell us about your experience. We value your comments.
Should you be in need of more help or would like to know more about your legal rights, we encourage you to speak to the Citizens Advice Consumer Helpline.
Citizens Advice Consumer Helpline is a telephone and online consumer advice service, which is supported by local authorities and by the Department of Trade and Industry.
Visit their website here or call 03454 04 05 06.
Phone: 01243 601234 Address: Freepost Checkatrade, PO Box 150, Selsey, West Sussex, PO20 0BR