Complaints procedure
If something has gone wrong, we want to know. Here's how to tell us and what happens next.
Last updated: 3 October 2026
1. When to use this page
Different types of issues have different routes:
- Workmanship problems with a completed Job — raise a dispute in the Get Trady app within 48 hours from the job being marked complete (72 hours from each milestone being marked complete for a Tier 4 (milestone) job). This starts our structured dispute process, in which we mediate and issue a non-binding recommendation (see our Customer Terms, clause 10, and our Dispute Policy).
- Worker didn't turn up, was unprofessional, or charged more than quoted — raise a dispute in the app as soon as possible.
- Something went wrong with the Get Trady platform itself (billing errors, data concerns, site bugs, complaints about our processes) — use this complaints procedure. Email legal@gettrady.co.uk.
- How we've handled your personal data — you can use this procedure, and you always have the right to complain directly to the Information Commissioner's Office (see section 6 below).
2. How to make a complaint
You can raise a complaint in either of these ways:
- Email: legal@gettrady.co.uk
- By post: KT Partners Ltd (FAO: Complaints), 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom.
Please include, where you can:
- Your name and the email address on your Get Trady account.
- The Job reference or booking ID if the complaint relates to a specific Job.
- A description of what went wrong and when.
- What outcome you would like.
- Any supporting evidence (photos, messages, receipts).
3. What happens next
Your complaint moves through four stages:
| Step | What happens |
|---|---|
| 1. Acknowledgement | We confirm we've received your complaint. |
| 2. Investigation | We review the details and, if relevant, speak to the Worker, our payment processor or other parties involved. |
| 3. Response | We come back to you with our findings, an apology where appropriate, and what we propose to put it right. |
| 4. Escalation | If you're not satisfied with our response, reply and ask us to look again. We will review it and give a final written response. |
4. If your complaint is complex
Sometimes a complaint involves a detailed technical investigation, third parties, or a dispute between customer and Worker that we need to mediate. Where that is the case, we will write to you explaining why and keep you updated as it progresses.
5. Alternative dispute resolution (ADR)
If you're a consumer and you're still unhappy after our final response, you may be entitled to refer the matter to an independent ADR provider. We are not currently a member of a specific ADR scheme, but we will engage constructively with any ADR process you reasonably choose.
6. Complaining to a regulator
About personal data
If your complaint is about how we've handled your personal data and you're not happy with our response, you can complain to the Information Commissioner's Office (ICO):
- Online: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
- Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
About a tradesperson's workmanship
Some trades are subject to industry-specific complaint routes that sit alongside anything Get Trady can do:
- Gas work: Gas Safe Register — gassaferegister.co.uk
- Electrical work: NICEIC / NAPIT — via their respective websites
- Building work: your local authority Building Control for regulations issues
7. Court proceedings
Nothing on this page affects your right to take legal action. These Terms are governed by the laws of England and Wales, and the Courts of England and Wales have jurisdiction. If you are a consumer resident elsewhere, you may also have rights in the courts of your country of residence.
8. Questions
If you'd like to understand this process better before making a complaint, email hello@gettrady.co.uk and we'll talk you through it.
Get Trady is a service of KT Partners Ltd, a company registered in England and Wales (company number 14433679, VAT number 524 1893 88). Registered office: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE.
Questions about this page? Email hello@gettrady.co.uk.