Complaints procedure
If something has gone wrong, we want to know. Here's how to tell us and what happens next.
Last updated: 19 April 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 Trady app within 30 days of the Job completing. This triggers the Trady Promise process (see our Customer Terms, clause 8).
- 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 Trady platform itself (billing errors, data concerns, site bugs, complaints about our staff or processes) — use this complaints procedure. Email complaints@trady.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 complain in any of these ways — whichever is easiest:
- Email: complaints@trady.co.uk
- In the app: open any Job or conversation, tap the three-dot menu, choose "Report an issue" and select "Complaint about Trady."
- By post: Complaints, KT Partners Ltd, 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 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
| Step | What happens | Timeframe |
|---|---|---|
| 1. Acknowledgement | We confirm we've received your complaint and give you a reference number. | Within 2 business days |
| 2. Investigation | A member of the Trady team reviews the details and, if relevant, speaks to the Worker, our payment processor or other parties involved. | Within 7 business days |
| 3. Response | We come back to you with our findings, an apology where appropriate, and any remedy we're offering (for example a refund, a credit, a Trady Promise contribution, or a change to our process). | Within 14 days of acknowledgement |
| 4. Escalation | If you're not satisfied with our response, reply and ask for it to be escalated to a director. A director will review independently and give a final written response. | Within 14 days of escalation |
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. If we need more time, we will write to you explaining why and giving a revised timeframe. We will not leave you without a response.
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. You can also use the European Online Dispute Resolution platform where applicable.
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 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@trady.co.uk and we'll talk you through it.
Trady is a service of KT Partners Ltd, a company registered in England and Wales (company number 14433679). Registered office: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE.
Questions about this page? Email hello@trady.co.uk.