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Member Code of Conduct and Ethics

Members Pledge to their Checkatrade.com Customers: I/we agree to:

  • Be honest in all dealings with customers.
  • Be realistic in regards to work dates and the length of time required to carry out a contract.
  • Let the customer know immediately if I/we, am/are unable to carry out work I/we estimated for, to allow the customer to find another trader if required.
  • Keep to all appointments booked and to the time agreed. If I/we, am/are unable to make the original time or date I/we will call the customer to let them know and try to re-schedule where possible.
  • Refer the customer back to Checkatrade.com if I/we, am/are unable to carry out a contract that I/we have booked, so they may assist the customer in finding another trader.
  • Return all phone messages promptly.
  • Be courteous and respectful to all customers, their property and their belongings.
  • Reply to and deal with any customer complaints received promptly and without confrontation or abuse.
  • Never demand cash.
  • Inform customers of any call-out fee to be charged before attending the works.
  • Keep the customers notified regarding all aspects of works being undertaken.
  • Advise the customer before commencing any additional works that would incur additional cost due to a variation in the original contract adding any variations agreed with the customer to original contract. This will then be signed as an addition by both parties. (Customer & Trader)
  • Never being verbally or physically abusive to, or threatening a customer in any way.
  • Not obtaining work through cold calling.
  • Do not ask a customer to complete feedback in your presence or offer to post feedback for them.

Members Pledge to Checkatrade.com: I/we agree to (or understand that):

  • Giving all customers a reputation report card each time I/we start a job for them.
  • A feedback card must be left with the customer to complete in their own time
  • Be courteous and respectful to all employees of Checkatrade
  • Supply Checkatrade.com with a copy of my Public Liability Insurance schedule and any applicable Accreditations on renewal.
  • Return all proofs requests for entry into guides within 5 working days, to allow for print deadlines.
  • Pay all invoices promptly and report to Checkatrade.com as soon as possible if any circumstances change that could affect my/our payments, including change of bank details.
  • Return all messages left by Checkatrade.com or customers promptly.
  • Inform Checkatrade.com if I/we change any company information or contact details.
  • Never carrying out works that require a qualified or certified person to do so e.g. works involving Gas/electric unless I use a qualified trades person as a Sub-Contractor and sign an indemnities declaration.
  • Notify Checkatrade.com of the Sub-Contractors I will use for such certified works and agree to supply a copy of any appropriate certificate of qualification for their records before any works commence.
  • That I/we are responsible for any Sub-Contracted works.
  • That it is my/our responsibility to ensure that all required scheme certifications and any applicable Public Liability Insurance is in place before Sub-Contracting any works.
  • Any complaints made by a customer will receive a written reply, and that I/we will contact the customer to resolve the complaint as soon as possible.
  • Checkatrade.com reserves the right to publish on its website or elsewhere any feedback provided to them.
  • Checkatrade.com shall not be liable to any trade member for any damages or losses suffered as a result of the publication of customer’s feedback on its website or elsewhere.
  • As a Trade member if I/we do not comply with the Code of Conduct and Ethics detailed, Checkatrade.com reserves the right to suspend my/our membership.
  • Informing my/our customers that their contact details may be shared with Checkatrade.com to allow feedback to be collected to help other consumers make an informed decision when choosing a Trade or Service provider.