Dispute Resolution
A fixed-price contract, a written record of every message, and a person to call on when something goes wrong.
The process
How disputes work
Four steps, both sides heard, and a written outcome at the end.
Raise a dispute
While the job is in progress, or within 14 days of marking it complete, press 'Raise a dispute' on the job page. Describe what went wrong. Your messages and the signed contract are already on file.
Both parties respond
We contact both of you for your account of events and any photos or receipts. The contract asks each party to reply within 3 working days.
TradeWise reviews
A member of the TradeWise team reads everything both sides sent and may ask follow-up questions. We are a small team, so it is a person, not a process.
Outcome recorded
We write up what we found and what we think should happen: work put right, a price adjustment, or the job stands as agreed. Both parties get the same written explanation. Because TradeWise never holds your money, our finding is a record you can rely on with the tradesperson or Trading Standards, not a payment we make.
What we can help with
Our resolution team can step in when things go wrong on the platform.
Quality issues
Work not matching the agreed scope, substandard finish, incorrect materials used, or damage caused to your property during the job.
No-show or abandonment
Tradesperson failed to arrive on the agreed date without reasonable notice, abandoned the job mid-way, or became unresponsive after starting work.
Overcharging or scope changes
The final bill significantly exceeds the quoted price without documented, agreed changes to the scope of work through the TradeWise platform.
What we cannot resolve
- Disputes raised more than 14 days after job completion
- Arrangements made and payments taken outside the TradeWise platform
- Pre-existing damage not noted before work started
- Change of mind after work is satisfactorily completed
- Normal wear and tear occurring after job completion
For matters outside our scope, we recommend Citizens Advice or the Trading Standards Authority.
Need to raise a dispute?
Sign in, open the job in question, and press “Raise a dispute”. It is available while the job is in progress and for 14 days after you mark it complete.
Our commitment
What we commit to
We're new, so we won't quote you satisfaction scores we don't have. These are the promises we can keep today.
14 days
To raise a dispute after completion
3 days
Working days to a first reply from us
Both sides
Heard before anything is recorded
In writing
Every outcome, to both parties
FAQ
Dispute questions answered
Everything you need to know before raising a dispute.