Complaints about a member
This process and its timelines are draft wording awaiting approval. You can still raise a complaint using the form below.
If you are unhappy with work done by one of our members, this is how to raise it and what happens next.
Step 1: contact the member
Tell the member what went wrong and what you would like them to do. Under our code of conduct, members must respond to complaints within 14 days and try to resolve them fairly. Keep a note of when you contacted them.
Step 2: tell us if it is not resolved
If the member has not replied within 14 days, or you are not happy with their answer, send us the details using the form below.
What happens next
| When | What we do |
|---|---|
| Within 5 working days | We acknowledge your complaint and tell you who is handling it. |
| Within 28 days | We ask the member for their side, review what both of you have sent, and write to you with what we have found and what happens next. |
| Within 8 weeks | We aim to close every complaint with a final outcome within 8 weeks of receiving it. If it will take longer, we will tell you why. |
Possible outcomes
- We ask the member to put things right, for example by returning to finish the job.
- We record a warning against the membership.
- Where the complaint shows a breach of the code of conduct, we can suspend or remove the member. Removed members come off the site and their badge shows as not current.
What we cannot do
Any booking is a contract between you and the member business. We are not a court or an alternative dispute resolution body and cannot award compensation. For free advice on your rights, contact Citizens Advice consumer service.