Complaints Against Tradespeople

We’re sorry to hear that you are unhappy. If you have a complaint about a trade, then please contact us with as much information as possible. We review all complaints about trades seriously and we will contact the trade to see what they intend to do to fix the issues you are experiencing.

We can't get directly involved in disputes between you and the tradesman, as you can understand we simply pass the details of trades to the customer where it is then up to trade and customer to agree terms.

We investigate all complaints made against any of our members and where we find evidence that a trade is not up to standard, we will warn/remove them when complaints from users are upheld.

Our policy on complaints

• We highly recommend that you make effort to discuss any issues directly with the company concerned to see if a mutual resolution can be made.
• Whilst we will undertake a level of investigation, we aim to remain impartial throughout, supporting both parties where we can to come to a reasonable resolution.
• We will contact the company to discuss your concerns to encourage a resolution. Your complaint will be kept on record so that we can monitor them and paint a picture of how the business operates.
• If necessary, we may ask for evidence of the work carried out. In the absence of evidence, we will be unable to fully process your complaint.
• If a satisfactory resolution is obtained, you are welcomed to decide whether you wish to continue with your original comments, to withdraw them or to submit new feedback.
• We aim to respond to all complaints as soon as possible.
• Any published complaints will not show the customers details, for example name and address.
• We reserve the right to edit comments for length, spelling or clarity. We will not publish names, or abusive language.
• In any case, please still notify us about your experience. Your comments are important and will be recorded internally.

It doesn't happen very often, but if you have been let down by a tradesman please let us know.

Our complaints procedure is as follows:

• Speak to the trade and understand their side of events
• Where we cannot speak to the trade within 5 working days or they do not respond to our emails or calls, we automatically suspend their account until such time that they provide us with the information asked for.
• Once we have spoken to the trade, we gather evidence from both sides.
• Review the evidence usually within 5 working days depending on the complexity of the case.
• Upon investigation if the complaint is upheld and there is a threat of consumer harm, significant damage to property or money is taken without work being completed, we will suspend the trade from our service. We also reserve the right to contact third parties such as trading standards or the police if it is deemed necessary.
• Where a claim is partially upheld we may warn the trade about their conduct, suspend them or require them to rectify the situation to maintain their membership on MyJobQuote. Should further complaints be raised, we will evaluate our response based on all previous feedback reviews and complaints both alleged and upheld.
• Where a claim is unfounded, no further action will be taken by MyJobQuote.
• This policy is in place for complaints raised via email and or reviews where evidence supports the claim.