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Draft: requires legal review before launch

This document is an outline of what must be covered. It is not yet legal advice and has not been reviewed by a solicitor.

Complaints procedure

If something has gone wrong, we would rather hear about it than not. This page explains how to tell us and what happens afterwards.

Complaints about a tradesperson

We are an introduction service, so the contract for the work is between you and the tradesperson. Please raise the problem with them first. Most issues are resolved that way.

If that does not work, tell us. We investigate every complaint about a tradesperson on our network. Depending on what we find we may issue a warning, suspend the account, or remove the business permanently.

Complaints about us

Email support@traderequest.co.uk with “Complaint” in the subject line and include:

  • Your name and the best way to reach you
  • Your job reference, if you have one
  • What happened, and what you would like us to do about it

What happens next

  1. We acknowledge your complaint within two working days.
  2. We investigate and give you a full response within ten working days.
  3. If we need longer, we tell you why and when you can expect an answer.
  4. If you are unhappy with our response, you can ask for it to be reviewed by a senior member of the team.

Data protection complaints

If your complaint is about how we have handled your personal data, and you are not happy with our response, you can escalate it to the Information Commissioner’s Office at ico.org.uk.