We take all reports regarding trade conduct and work quality very seriously. While contract terms are agreed directly between the customer and the tradesperson, MyTradesShop investigates formal complaints to ensure all registered professionals maintain our platform's service standards.
Our Complaints Policy & Approach
We always recommend attempting to discuss concerns directly with the tradesperson or business first, as many issues can be resolved through direct communication. When formal complaints are submitted to us, our approach includes:
- Impartial Investigation: We remain objective throughout the process, giving both parties an opportunity to provide information and working to encourage a fair resolution.
- Internal Record Keeping: All complaints are recorded against the tradesperson's account history to help us monitor operational standards over time.
- Evidence Gathering: We may request photos, contracts, messages, or invoices to support your claim. Without supporting evidence, we may be unable to fully process a complaint.
- Privacy Protection: Any published feedback will never display personal customer details, such as your full name or home address. We reserve the right to edit public comments for clarity, length, or inappropriate language.
Step-by-Step Complaints Procedure
- Contacting the Tradesperson: We reach out to the professional to get their side of events. If a tradesperson fails to respond to our communications within 5 working days, their account may be temporarily suspended.
- Evidence Collection: We collect evidence and documentation from both the homeowner and the tradesperson.
- Case Review: Our compliance team evaluates the evidence, typically within 5 working days depending on the complexity of the case.
- Outcome & Action: Based on the investigation findings, appropriate action is taken:
- Upheld Complaints: If there is evidence of consumer harm, significant property damage, or uncompleted work after payment, the tradesperson will be suspended immediately. Severe cases may be escalated to Trading Standards or law enforcement.
- Partially Upheld Complaints: The tradesperson may receive an official warning, temporary suspension, or a requirement to rectify the work to retain membership.
- Unfounded Complaints: If no evidence supports the claim, no further action is taken against the account.
If you need to report an issue, please reach out directly via our Contact Us Page with all relevant job details and supporting documentation.