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Complaints, disputes and appeals

Draft v0.1Awaiting solicitor approvalEffective: on launch

We treat tradespeople and customers with the same respect. Nobody is automatically right because they pay us.

Need help?

Account, billing or how-to questions go to support.

Unhappy with us?

Use the complaints form below.

A record about you?

See, correct or challenge it on Your rights.

A dispute about a job?

Members raise it from Disputes in their dashboard. How it works.

Complaints about us

Complaints are handled separately from everyday support. We'll acknowledge yours within 5 working days, investigate, and give you a written answer with reasons within 20 working days. If we need longer we'll tell you why and when to expect it. If you're not happy with the answer, a more senior person will review it, and we'll tell you how.

Data protection requests, regulatory letters and police requests go straight to an authorised person.

Disputes on the platform

A dispute can be about payment, scope, variations, cancellation, identity, evidence, a platform decision or advertising. We provide a structured process. We don't decide who is legally liable for the underlying disagreement.

  1. Submission: the person raising it describes the commercial event in structured fields. Insults and accusations of crime are blocked.
  2. Acknowledgement: both sides are told a case is open.
  3. Evidence: each side can add documents. Evidence keeps its source, upload time and history.
  4. Response: the other side is invited to give their account.
  5. Review: a trained person examines the evidence. They have the authority to change things and must record their reasons.
  6. Decision: a written outcome in neutral words.
  7. Correction or restriction: records are corrected, clarified, restricted or removed where needed, with a visible history.
  8. Appeal: either side can appeal.
  9. Closure: the case is closed and kept under our retention schedule.

Higher-risk matters go to a more senior reviewer. Repeated, tit-for-tat or coordinated reports are investigated as possible abuse of the service.

Outcomes

We use neutral words only: resolved, partly resolved, unresolved, corrected, removed, kept with a clarification or insufficient evidence. A commercial disagreement is never described as fraud, theft or dishonesty.

Appeals

You can appeal a dispute, moderation or complaint decision within 14 days of hearing about it. Where practical, a different person who wasn't involved reviews it. Nobody reviews a case if they have a personal or business connection to either side, and that includes the founders. Commercial relationships, such as someone's plan, adverts or partnership, play no part. If something is outside our authority, we'll tell you where to take it.

Outside help

  • Data protection: the Information Commissioner's Office, ico.org.uk, 0303 123 1113.
  • Consumer advice: Citizens Advice, citizensadvice.org.uk.
  • A possible crime: the police, or Action Fraud for fraud.
  • A contract dispute: independent legal advice. Our process never stops you using the courts or any other legal right.

Make a complaint