Draft — under legal review. This document isn’t final yet.
Complaints
Version 0.1-draft · effective 11 Oct 2026
How to complain about us, a trade, a review or a listing, and what happens next.
Complaints about us
Email [support email] or use “Report a problem”. Tell us what happened and what you’d like us to do. We acknowledge within 2 working days and aim to resolve within 14 days; if it takes longer we’ll tell you why. If you’re still unhappy you can ask for a review by someone not involved.
Problems with a trade’s work
The contract for the work is between you and the trade, so raise it with them first. If it isn’t resolved, tell us: we can look at the booking, and a listed trade that breaks our trade terms may lose its listing or badges. You may also have rights under consumer law (Citizens Advice can help).
Reviews and listings
Report a review or a listing from its page. We look at reports against our reviews policy and record every decision with a reason. Trades can reply to a review once and report it; they can’t have an honest review removed.
Personal data
You can also complain to the Information Commissioner’s Office (ico.org.uk) about how we handle personal data.