How to complain
If something about this site or the way we handled your enquiry has gone wrong, tell us. If the problem is with a specialist you were introduced to, here is what we can and cannot do.
About this site or your enquiry
Use the contact form and include the email address you gave when you enquired, so we can find the record. We aim to acknowledge within two working days and to give a full answer within ten. If we need longer — usually because we are checking something with our lead-generation partner — we will say when to expect it.
About a specialist you were introduced to
Any contract, quote and workmanship is between you and the firm you appointed; we are not a party to it and cannot arbitrate, refund or compel anyone to return. What we can do is act on your report: firms reported for poor conduct are raised with the partner that supplied them, and can be excluded from future introductions.
For the dispute itself, the routes with teeth are the firm’s trade body if it belongs to one, Trading Standards through Citizens Advice, and the county court’s small claims track for sums it covers. Whatever route you take, start with a written letter to the firm setting out what was agreed, what happened and what you want done.
About your data
Our privacy notice explains what we hold and your rights over it, including how to withdraw an enquiry. You can complain to us first, and you can complain to the Information Commissioner’s Office at any time at ico.org.uk/make-a-complaint.
What we do with complaints
Every complaint is read by a person and logged. Complaints about a page go to the editorial team and, where upheld, the page is corrected. We do not publish complaints or respond to them publicly.