Complaints Policy

We always try to work collaboratively and productively with our trades-people. However, we know that sometimes problems do arise and we offer an internal complaints procedure so we can deal with these issues promptly and efficiently.

What to do if you have a complaint

If you have a complaint about any of the issues set out below, please send an email to [email protected] setting out full details of the issue and how it has impacted on you.

Any issues with the Assured Traders Platform or other technological issues which have directly impacted on you or your business.
Any behaviour or decisions taken by us which have directly impacted on you or your business.
Any non-compliance by us with Regulation 2019/1150 on promoting fairness and transparency for business users of online intermediation services which has directly impacted on you or your business.

Please note that we will not consider complaints about issues which have not directly impacted you or your business or address any other issues other than those set out above. If the complaint has been passed on to you by a consumer you should ask them to contact us directly using the contact details set out on our ‘contact us’ page.

What we will do next

We promise to give due consideration to your complaint and will respond to all complaints as soon as we reasonably can. Exactly how long it will take to respond to your complaint depends on the nature of the complaint. We will get back to you within fourteen working days to let you know when you can expect a full response from us.

Our response to you will be addressed specifically to you and deal with the specific nature of your complaint. We will respond to you in straightforward plain English.