With our vigorous vetting and Job report procedures we have done everything we can to ensure that we have the best trades in the Checked and Vetted membership. As a result, complaints are very, very rare. Our trades have stepped forward and said they are willing to be accountable for their work and want to publish their qualifications; insurance status and historical job reports and they are putting their reputations on the line.
We have a great responsibility to both the householder and the tradesman - and we take this very seriously.
Any serious allegations about a Checked and Vetted member, such as damage to property , overcharging, changing the terms of a quote, are independently investigated by us. We need to make sure they are not false and that the tradesman has been given an opportunity to resolve things to the satisfaction of the householder.
During the investigation phase the Job Report written by the householder is kept on hold. Once the situation is clear, one of three things will happen.
If the Tradesman resolves the issue, the householder may write a new report for publishing
If the issue remains but is not serious (i.e. untidy, not punctual etc.), then the report is published
If in the very unlikely event that the issue is serious then the tradesman will be suspended from Checked and Vetted and we will advise the householder in accordance with Trading Standards
If the Tradesman breaks the code of conduct persistently then Checked and Vetted will also cease their membership.
We have to uphold the legal rights of our members and go to great lengths to make sure the complaint was not malicious, unfounded or a competitor trying to undermine their reputation.
It used to be that if a member of the public wanted a complaint published on the website but did not want to try and resolve things with the member, then that Job Report would not be published. It was standard practice that the tradesperson should have had the right to rectify the situation. The law has now changed and if a consumer has a proven complaint and evidence of a contract then they reserve the right to have the review published, however the tradesperson has a legal right to post a response to that review. Should the consumer reach a point where the complaint is resolved ie through mediation then that consumer reserves the right to withdraw or amend the review.
Serious complaints that are found to be true will lead to immediate suspension of that member. Hence you won't see the negative feedback but nor will you find that person on our list!
We do publish less serious gripes but anything that could lead to litigation, with supporting evidence will mean the member is temporarily suspended once legal processes are reported.
If a member gets more than a drop of 25% on his ratings, we will in most cases decide not to renew that membership. All members have a right to appeal. Please phone us if you wish to know how exactly we decide this point.
It is important to realise that our members have rights as well as our customers (the householders). We want to be as fair as possible to everyone.
Serious complaints will be advised neutrally in accordance with what the law and in accordance with Trading Standards guidelines.