📄 COMPLAINTS PROCEDURE

Trade Link Network Complaints Procedure

At Trade Link Network, we aim to provide a reliable and professional platform connecting homeowners and tradespeople across the UK.

If something goes wrong or you are unhappy with any aspect of our service, we want to know so we can help resolve the issue quickly and fairly.

What you can complain about

You can submit a complaint about:

• Your experience using the Trade Link Network platform

• A tradesperson’s behaviour or conduct on the platform

• Incorrect or misleading information

• Technical problems affecting your use of the website

• Customer service issues

• Any breach of our terms, policies, or code of conduct

Important — disputes about work carried out

Trade Link Network connects customers with independent tradespeople.

We are not a party to the contract between you and the tradesperson and do not carry out work ourselves.

This means:

• We cannot make decisions about workmanship quality

• We cannot enforce payment disputes

• We cannot guarantee outcomes of jobs

However, we can:

✔ Record complaints

✔ Investigate breaches of platform rules

✔ Take action against accounts if necessary

✔ Provide guidance on next steps

How to make a complaint

Please contact us with full details of your complaint.

Include:

• Your name

• Contact details

• Job reference (if applicable)

• Tradesperson name (if applicable)

• Description of the issue

• Any supporting evidence (photos, messages, invoices etc.)

📧 Submit complaints to:

support@tradelinknetwork.co.uk

Subject line: Complaint

What happens next

Once we receive your complaint:

1️⃣ We will acknowledge receipt (usually within 2 working days)

2️⃣ We may request additional information if needed

3️⃣ We will review the situation

4️⃣ We will respond with our findings or next steps

Most complaints are reviewed within 5–10 working days.

Possible outcomes

Depending on the situation, we may:

• Provide guidance or clarification

• Contact the tradesperson

• Issue warnings

• Restrict or suspend accounts

• Remove users from the platform

Escalating a complaint

If you are not satisfied with our response, please reply to our email stating that you wish to escalate the complaint for further review.

Reporting urgent concerns

If you believe there is:

• Fraud

• Illegal activity

• Safety risk

• Harassment

Please contact us immediately.

If you are in danger, contact emergency services.

Continuous improvement

All complaints help us improve our service, safety standards, and platform quality.

We appreciate feedback from both homeowners and tradespeople.

Contact details

Trade Link Network Support

support@tradelinknetwork.co.uk