Complaints and disputes

Last updated 12 Nov 2026

1. Complaints about us

This includes our service, fees, invoices, a suspension, a removed post, a rejected document or a lost Verified badge. Email support@trade-link-uk.com with "Complaint" in the subject, your account email, what happened and what you would like us to do.

1. We confirm we have it within 2 working days.
2. A person, not an automated system, looks at it, along with any evidence you send.
3. We send our decision and the reasons within 14 days. If we need longer, we tell you why and when to expect it.
4. If you disagree, reply and ask for a review. Someone not involved in the first decision looks at it again within 14 days.

If we find we charged you a fee or an instant payout fee wrongly, we refund it.

2. Suspensions and removals

If we limit, suspend or close your account, or remove your content, we tell you what we did and why, unless the law or someone's safety stops us. For anything other than serious or repeated breaches, illegal content or risk to others, we give you at least 30 days' notice before closing an account. You can challenge any of these decisions under section 1, and we will restore your account or content if we find we were wrong.

3. Disagreements between members

Contracts are between the contractor and the subcontractor, so they need to sort out disagreements about the work or payment between themselves. Both of you can see the contract, the work days logged and approved or queried, the invoices and whether they've been paid, and your messages on the site. Use those as the record, and try to settle it in the contract messages first.

If you think a member has broken our terms or acceptable use policy, for example by not paying for approved work or by giving false documents, email us and we will look at it. We can limit, suspend or close their account. We don't decide who is right about the work, and we can't hold back or take back a payment that has already been made in the app. For disputes we can't help settle, you can use mediation, adjudication under the Housing Grants, Construction and Regeneration Act 1996 for construction contracts, or the courts. For smaller amounts in Scotland, see the simple procedure; in England and Wales, the small claims track.

4. Mediation

If we can't settle a complaint about us, we are willing to try mediation with an independent mediator, such as one listed by the Civil Mediation Council or Scottish Mediation. We will pay a reasonable share of the cost.

5. Data protection complaints

See section 12 of our privacy policy. You can also go to the Information Commissioner's Office at any time.