How to resolve an issue with a trade
We take great pride in the high standards that tradespeople on Checkatrade commit to maintaining and we regularly assess them - so that consumers can access the most trusted trades.
However, we understand that sometimes things don’t go as planned. When this happens, we expect trades on our platform to make every effort to understand your concerns and resolve any issues quickly.
Here’s how to resolve an issue with a trade:
1. Contact them directly
As soon as you’re aware of an issue, contact the trade who completed the work.
Explain your concerns.
Discuss what actions can be taken.
Allow them the opportunity to rectify any mistakes.
Set a deadline for the issue to be resolved.
Remember - when talking to tradespeople, be precise, and remain calm and courteous. For most trades, the risk of having an unhappy customer is something they will take seriously, and once they’re aware of an issue, they should want to help.
2. Keep evidence of their work
Keeping records of the work trades do for you is always a good idea, but starting a digital trail is important if you wish to take the complaint further. So, make sure you:
Keep any paperwork and receipts including copies of communication between you
Take photos/videos of the work
Make notes about what's happened which can be used to email the trade
3. Tell us about the issue
If you’ve not been able to speak to the trade directly about your concerns, you can either leave a review or make a complaint.
The trade will be notified of the review, and it will be published on their profile page.
If a trade falls short of The Checkatrade Standard, their membership may be subject to our Deactivation and Sanctions Policy.
We can also see if you are eligible for our Guarantee.
4. Seek further support
If your issue remains unresolved, you could look at the following options:
Consider leaving a review of the trade that follows our guidelines to share your experience with other consumers.
Speak to the Citizens Advice Consumer Helpline on 0808 223 1133 or visit citizensadvice.org.uk and they can support with free legal advice.
Contact your bank or insurance provider to see if they can support you with retrieving funds in the event of fraud or faulty work.
Report a trade to Trading Standards if you believe a trade has broken the law or acted unfairly. Trading Standards work in partnership with Citizens Advice – and they aim to investigate unfair or illegal business activity and stop them operating.
Report them to or contact their governing body or provider of accreditation service – such as Gas Safe or NAPIT.
Make a claim on their Public Liability Insurance if you think this may be an option available to you – we can help you with those details or you can request them from the tradesperson directly.
Report them to the police. Bad practice may mean fraud or theft, so it's worth reporting this if you believe they have acted illegally or you’re feeling unsafe. For more details on fraud, visit Action Fraud.
Consider Making a Money Claim online via HM Courts & Tribunals Service for small claims.
Contact your bank or insurance provider to see if they can support you with retrieving funds in the event of fraud or faulty work.
If you need urgent help, contact the Financial Ombudsman Service. They can support if you’re vulnerable or in with financial difficulty.