This document explains how we will handle any complaints you may have about a tradesperson.
1. If you have reason to complain about the standard of home improvement work provided by a tradesperson on the scheme, you should raise the matter with the business concerned at the earliest opportunity. We recommend that you contact a person authorised to make decisions within the business.
2. If you are not satisfied with the response or resolution offered by the business, you should submit a formal complaint to the business by email. Your complaint should explain why you are dissatisfied with the service provided and why you consider the matter unresolved. You should allow the business a reasonable timeframe to respond and retain a copy of your correspondence.
3. Where the complaint remains unresolved, you may contact No Rogue Traders Here by email via our contact page, providing details of the complaint and the steps you have taken to try to resolve the matter with the business. All complaints must be submitted by email to ensure they are received, recorded, and handled in a timely manner. Complaints submitted by post or via written correspondence are not treated as formal complaints.
4. We will review the complaint with the business to assess the issues raised and the information available. Where appropriate, we may seek to facilitate a mutually acceptable outcome between the parties. No Rogue Traders Here does not act as an adjudicator or arbitrator and does not accept liability for the outcome of any complaint. Responsibility for resolving disputes remains with the parties involved. Where there is a difference of opinion regarding workmanship or standards, we reserve the right to obtain an independent opinion from a suitably qualified third-party tradesperson selected from our scheme.
5. We will inform both parties of the outcome of our review and any observations arising from it. Where one or more parties do not agree, or the complaint remains unresolved, we may, where appropriate, refer the matter to Trading Standards. Separately and outside of this procedure, a customer may choose to pursue the matter through the courts, subject to the applicable rules and procedures.
6. Businesses who are members of our trader scheme have agreed to cooperate with Trading Standards should a complaint be escalated. Trading Standards may consider the complaint independently and take such action, or make such determinations, as they consider appropriate.
7. All member traders acknowledge that Trading Standards may share relevant information arising from complaint enquiries. Where Trading Standards indicates that a trader may not have acted fairly or appropriately towards a customer, we reserve the right to take appropriate action in accordance with our terms and conditions.