Checkatrade Privacy Notice

1.1 When you engage a tradesperson included on our platform you can provide feedback on your experience or to review the tradesperson. Collecting feedback provides information for other people who are looking for a tradesperson in a given area and helps us to improve our service to consumers. Collecting reviews also helps us monitor tradespeople who have passed our vetting checks (Approved Tradespeople or Approved Tradesperson) and whether they continue to meet our high membership standards.

1.2 When an Approved Tradesperson contacts you to request feedback through email or text message via the Checkatrade platform, the instigating Approved Tradesperson remains the Controller (Data Controller), of the information in that instance and Checkatrade acts as the Processor (Data Processor). In all other instances where you provide information directly to Checkatrade, we are the Controller of that information. Checkatrade may also contact you about leaving a review once work has been completed on your home by an Approved Tradesperson.

1.3 To ensure the reviews we receive are fair and genuine, we will ask you for the following personal information:

• Name

• Postcode (or full address if using a paper form)

• Email address

• Telephone number

• Signature (paper forms only)

• Specific information regarding the work performed

To protect against fraud we will use this information to send a confirmation service message or call you after you leave a review.

1.4 Reviews for tradespeople are published on our platform and in our Approved Tradespeople in our directories. We only display your postcode district or town name alongside your review, and you can request to have your review removed at any time. We use Artificial Intelligence (AI) software to ensure the reviews submitted to us do not breach our review guidelines.

1.5 We may also use reviews you submit (including your display name and review content) in summary, highlight, or recap formats, such as visual or video content, to showcase customer experiences, promote transparency, and improve our services. These formats may appear on our platform, in our apps, or across our channels such as email, social media, or marketing materials. We do not include your full address or direct contact details in these formats.

1.6 If your account is verified, we will create a public profile for you on our platform. This profile will be visible to anyone who visits our site and will include:

• Your display name, which is automatically set using your first name and the first letter of your surname (e.g. JohnS). You can change this at any time in your account settings.

• Any reviews you have submitted

• The first part of your postcode (eg SE1)

1.7 You can choose how much personal information you share by managing your profile settings. If at any time you wish to have this information removed, you can submit a request under your right to erasure. For more details or to make a request, please see the ‘Your rights’ section of this notice.

1.8 You can view your previous reviews and link them to your public profile by clicking ‘Load reviews’ in your account settings.

1.9 We reserve the right to provide a copy of any reviews to the relevant tradesperson if they request it. This may include but is not limited to:

• Name

• Phone number

• Email address

• Postcode

1.10 If you provide a review to us but do not consent to it being published on our platform, we will aggregate and anonymise the information you provide (so that it does not identify you or make you identifiable). We will use this anonymised information for the purpose of evaluating the tradesperson and monitoring the service provided by our Approved Tradespeople. This may include using your review to produce score ratings, which will form part of the overall ratings given to that tradesperson. These score ratings will be published on our platform. Our legal basis for aggregating and anonymising data for these purposes is that it is necessary in our legitimate business interests in (i) assessing and rating our tradespeople (ii) making decisions on trade memberships and (iii) protecting our customers.

1.11 It is in our legitimate interest to publish reviews on our platform and in our directories as this promotes transparency, helps consumers make informed decisions, and enhances trust in the services provided by trades, which in turn supports the integrity and value of our platform.

2.1 When you make a claim under our Guarantee Scheme after using one or our Approved Tradespeople, we will ask you for the following personal information:

• Name

• Full address

• Proof of address

• Email address

• Telephone number

• Reviews

• Details regarding the work performed

• Copies of correspondence or recordings of contact with the trade

• Photographs of the work performed

• Evidence of payments, or other information to establish the claim

2.2 To investigate the claim, we will use our phone logs and platform data to ensure that the job originated through a contact with the Approved Tradesperson via Checkatrade.

2.3 For a more detailed investigation we may be required to commission a report from a surveyor and your personal information will be provided to our contracted service providers to arrange the inspection visit. We also work with a third party assessor to process your claim.

3.1 We have developed functionality that our Approved Tradespeople can use to send initial quotes for their work and invoices after work completion, including where a booking or enquiry originated via a third-party referral to our platform. This functionality is provided through our systems. In these circumstances, we act as a Data Processor and the Approved Tradesperson sending the information is the Data Controller. The quote or invoice you receive will notify you that the service is provided by Checkatrade and that we are processing the data on behalf of the Approved Tradesperson.

3.2 If you book a job using our systems, including where you are redirected to Checkatrade from a third-party platform or partner website (for example, via a “Book Online” button on a tradesperson’s Google profile), we provide the booking functionality that enables you to request and manage services with that Approved Tradesperson. This also includes where you are redirected from a trader's dedicated business website hosted by Checkatrade.

3.3 Where you access our platform through a third-party referral, we may receive limited information confirming the source of that referral. We may also share limited booking status or conversion information with that third party to confirm that a booking was made following the referral.

3.4 For certain services, you may be invited to submit photos or videos to help scope or quote for work. Where you do so, that media will be shared with the relevant Approved Tradesperson to enable them to assess and respond to your request. Before sharing, we screen submitted media automatically for inappropriate content. Media is subject to a defined retention period and will be deleted once the relevant job is complete or the enquiry lapses.

4.1 We have also developed functionality to allow you to pay an Approved Tradesperson for the work they undertake for you through the platform. In order to facilitate this, we will collect and process payment information such as your credit/debit card details. We will share this information with our payments service providers, as described below. Our legal basis for processing your payment data is that it is necessary for the performance of the contract between you and the Approved Tradesperson.

4.2 When an Approved Tradesperson contacts you to collect and process payment information such as your credit/debit card details in order to process a payment, the instigating Approved Tradesperson remains the Data Controller, of the information in that instance and Checkatrade acts as the Data Processor. This means the Tradesperson is responsible for determining how and why your personal data, and they are your main point of contact for questions or concerns about that use. In all most other instances where you provide information directly to Checkatrade, we are the Controller of that information.

5.1 If you are a tenant (or occupant) of a property and report a repair or maintenance issue using a Checkatrade link provided by your landlord, letting agent or property manager, we collect the information you include in your request. This may include your name, contact details, address, images, a description of the issue, and any access instructions you provide.

5.2 When you submit your first repair request, we will create a Checkatrade tenant account for you. This allows you to view, edit and track your repair requests, receive updates, and communicate with the business and trade professional assigned to carry out the work.

5.3 We use the information you share with us to:

• Send your request to the business responsible for your property so they can review and approve it

• Share the details with the trade professional assigned to carry out the work

• Support communication between you, the business and the trade professional

• Maintain your tenant account and record of repair requests

• Send you marketing communications about our business.

5.4 We process this information to enable the repair or maintenance service you have requested and to operate and improve our platform. The lawful basis for this processing is our legitimate interests in facilitating property repairs and supporting businesses and trades to complete work efficiently.

5.5 Once your request has been shared, the business responsible for your property and the trade professional may each act as independent data controllers of your information. Please contact them directly for information about how they use your data.

6.1 Approved Tradespeople listed on our platform are provided with a secure telephone number through our Secure Contacts service.  When you make an enquiry Checkatrade will make the connection and retain certain information relating to this contact. This information includes saving the telephone number that you used to contact the trade and the duration of the call.

6.2 We also create a transcript of calls between you and an Approved Tradesperson. The transcript is processed through our AI model to provide a summary of the conversation in both your app and the tradesperson’s app, suggest the most relevant job category for the enquiry and detect and block spam. 

6.3 Our platform also provides tools facilitating communication with tradespeople. This includes formal bookings made via our ‘Book and Pay’ feature, as well as informal agreements reached through Direct Message, Requesting a Quote, and our general two-way messaging service.

6.4 We retain this information for six years. We may contact you to ask you to provide feedback on your experience with Checkatrade and with the Approved Tradespeople, and to advise you of the requirements of our Guarantee scheme. 

6.5 Our legal basis for these communications is our legitimate interest to maintain the integrity of our business as a trusted service provider and to protect the public from fraudulent or spam activity. We also use the information for market research purposes. If you would like to request the deletion of your data – please see the Contacting Us section for details of how to connect with us.

7.1 If you have submitted a review or a complaint about a trade, we will retain your personal information in line with our retention schedule. Some of the personal data linked to the review will be deleted at the end of our retention period but the review or complaint and your name will be retained to maintain the integrity of our membership requirements and to protect the public.

7.2 If you make a claim under our Guarantee Scheme, your financial information will be collected and retained for the purpose of meeting our legal obligations.

7.3 If you send a request asking an Approved Tradesperson to contact you, we will retain some of the personal data provided. We might request feedback after your visit to improve our service and that of the trades you contacted. If you would like to request the deletion of your data, please see the Contacting Us section for details of how to connect with us.

7.4 Some of the data that we collect may be transferred to or stored at a destination outside the United Kingdom. International data transfers are done in compliance with applicable safeguarding mechanisms such as the UK Addendum to the EU Standard Contractual Clauses and International Data Transfer Agreements, and the US-UK Data Privacy Framework.

8.1 We use Artificial Intelligence (AI)-assisted tools to support certain customer service, operational, and platform integrity activities, and to help improve user experience across our services. This may include helping route enquiries, summarise interactions, detect spam or misuse, support our customer service teams, analyse how our services are used, and tailor features or recommendations in ways that are relevant and helpful.

8.2 These tools may process personal and usage data where necessary to perform these functions. They operate within defined limits and are designed to assist, not replace, human decision-making. Where an issue requires judgement, involves potential financial or legal impact, or raises risk or complaint indicators, it is escalated to a human team.

8.3 Any personal data processed using AI-assisted tools is handled in accordance with this Privacy Notice and applicable data protection laws, and subject to appropriate safeguards, including data minimisation and human oversight.

8.4 We may provide AI-powered features, tools or services through third-party platforms, including ChatGPT, to help you access and use our services.

8.5 When you use these features or services, information you provide may be shared with us where necessary to respond to your request, provide the service or enable related functionality.

8.6 Please do not provide personal data unless it is necessary for your request. Where you choose to provide personal data through these services, we will process that information in accordance with this Privacy Notice. Third-party providers, including OpenAI, may also process information you provide in accordance with their own privacy policies and terms.

8.7 We may receive limited information about how these services are used, such as general usage and performance information, to help improve and develop our services.

8.8 AI-generated responses may sometimes be inaccurate, incomplete or out of date and should not be relied on as professional advice.

8.9 Where these services link to or enable access to our websites, apps or services, this Privacy Notice and any relevant terms will apply to your use of those services.

9.1 We will pass your information to a limited number of third parties such as Approved Tradespeople, and where required, surveyors and regulators, including but not limited to the Trading Standards and the Competition Markets Authority. This sharing will be to meet our legal or contractual obligations, or for our legitimate business interests.

9.2 Where you access Checkatrade through a third-party platform or referral partner (for example, via a booking integration), we may share limited referral, booking status or conversion information with that third party to confirm that a booking or enquiry was made following that referral.

9.3 The data sharing will be done for the following reasons:

9.3.1. To contact Approved Tradespeople on your behalf following your request for a quote or a specific service. We will provide the Approved Tradesperson with the information you provided when you requested the service through our platform, by telephone, or via social media channels. This will include your contact details and the specifications of the work you require so that the Approved Tradesperson can respond to your enquiry. The Approved Tradesperson will act as an independent Data Controller of your personal data once it is shared with them.

9.3.2. If you requested us to contact one of our franchise members this will be done with your consent based on the information you provided. The franchise member will use this information to contact you.

9.3.3. For legal or regulatory purposes including fraud prevention to safeguard the public against illegal and fraudulent activities.

9.3.4. To process transactions and payments through service providers (e.g. Adyen and GoCardless).

9.3.5. If we buy or sell any business or company assets.

9.3.6 If you have made a claim under our Guaranteed scheme, we may provide your information to a surveyor to conduct a detailed inspection of the work performed.

9.3.7. For analytical purposes with other Brookfield group companies and with our third-party suppliers.

9.3.8. If you have made us aware of a serious complaint, we may share your details with Trading Standards to investigate on your behalf and support you.

9.3.9 To improve our marketing and sales activities.

9.3.10 To share tenant repair request details with the property-business or property owner and the trade professional assigned to the job.

9.3.11 To share your job request with Approved Tradespeople following your request for a quote or a specific service. Your job details may be displayed to relevant trades on a board with limited information such as the trade category, general location and description of the work. If a tradesperson chooses to pursue the opportunity, we will provide them with the contact information and details you submitted so they can contact you directly. The Approved Tradesperson will become a Data Controller of your data.

9.4 We also share personal information in order to create custom and lookalike audiences on Facebook and Google. You can opt out of your data being used in this way – please see the Contacting Us section for details of how to connect with us.

9.5 We also work with advertising technology partners to serve advertisements from Approved Tradespeople to consumers who are likely to be interested in their services. This includes displaying tradesperson listings on third-party platforms and websites through programmatic advertising technology. In doing so, we may use information about your activity on our platform, such as trade categories searched, job types, and general location, to identify and reach relevant audiences. Our advertising technology partners act as data processors on our behalf and do not use your data for their own purposes. If you would like to opt out of your data being used for programmatic advertising purposes, please see the Contacting Us section.

10.1 We will use your details to tell you about other products and services that we think may be of interest to you, via email address, SMS, phone or via our platform.

10.2 We may also use your location data, including IP address or GPS location, to tailor marketing messages and our products & services to suit you. We will not share your details with third parties outside of our group of companies for marketing purposes.

10.3 We may also send messages requesting feedback on our service for market research purposes, and research related to the development and improvement of our products and services.

10.4 We use a tracking service to help us understand how visitors interact with our site. This involves combining browsing behaviour with information from other interactions (such as chat). The service uses technology similar to cookies to link activity across multiple visits. This information helps us improve our services and user experience. You can control or stop this type of tracking by clearing your browser cache after visiting our site. For more information, see our Cookie Policy (within the cookie management banner on our site).

10.5 You can unsubscribe or change your preferences at the bottom of each marketing email you receive from us. You can also opt-out of all text messages at any time. You can change your mind at any time - please see the Contacting Us section for details of how to connect with us.

10.6 Please note that, in accordance with data protection law, service messages do not require the inclusion of an unsubscribe link.

11.1 If you enter any of our competitions, prize draws and promotions, we will use your personal information for administration purposes. There will be additional terms and conditions which will contain more information about how we use and share your personal information.

11.2 If you send us your personal information to enter a competition, prize draw or promotion, we will process your entry to allow for winners to be contacted. Please refer to the terms and conditions for further information. If you enter via social media channels, your personal data is subject to the processing of the channel so please refer to them directly.

12.1 If you would like to see a copy of the personal information that we hold about you, or request that we update incorrect information you may do so - please see the Contacting Us section for details of how to connect with us. You can also request that we delete information or restrict the processing of your data in certain circumstances. If you decide to move away from us, you can also request for your personal data to be transferred to a new provider on your behalf.

12.2 If you have any questions about the way in which we process your personal information please see the Contacting Us section for details of how to connect with us.

12.3 We will not charge you for a copy of your personal data but we may ask you for proof of your identity before we disclose any information. We will respond within one month, unless more time will be required to action the request. If that is the case, we will notify you within the one-month period.

We sometimes use profiling and automated decision-making to help improve your experience and make our services more relevant to you. This involves looking at information such as how you use our services, the type of trades you search for, or the communications you engage with.

From this, we may create profiles and use automated processing to support decisions such as tailoring the recommendations you see, the content shown to you, or the marketing you receive. These activities are intended to ensure you receive information and offers that are genuinely useful and relevant to you.

We do not use profiling or automated decision-making to make decisions that have legal or similarly significant effects on you without human involvement. Where automated processing could materially affect your circumstances, we will ensure that it is necessary for the performance of a contract, authorised by law, or carried out with your explicit consent, and that appropriate safeguards and human review are in place.

You sometimes have the right to object to profiling and automated decision-making, and in certain circumstances to request that a decision is reviewed by a person rather than made automatically. Further information about your rights is set out below.

14.1 You can get in touch with the Checkatrade Privacy Team or the Data Protection Officer:

• Using our online form; or

• At Checkatrade Privacy Team, Level 2, CityPoint, 1 Ropemaker St, London EC2Y 9SS. Our registered number is 04285394.

If you feel that we have not processed your data fairly or you are not satisfied with how we have handled your personal information, you have the right to make a complaint to us.

You can submit a complaint using our online complaints form at www.checkatrade.com/complaints. We will acknowledge your complaint within 30 days of receipt and aim to provide a full response as soon as possible.

If you are not satisfied with the response you receive, you can submit a complaint to the Information Commissioner's Office. For full details on how to make a complaint please visit: ico.org.uk/concerns/. Our registration number with the Information Commissioner's Office is Z6851067.

Here at Checkatrade we know how important it is to keep your personal data safe, that is why we are committed to making sure that you receive the service you expect and that your privacy is protected every step of the way.

When changes are made to this notice the date released will always be listed below.

Date released: May 2026