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Quality Control

What do we do with the feedback you send?

This directory is based on recommendations and feedback, so we want know the experiences you have had with the businesses we feature (and with others who we don’t). 

When a tradesperson or other business is recommended to us, we listen for proof of quality customer service, quality craftsmanship, and that the customer trusts the business in question.

Membership of a trade association is sometimes a legal requirement (e.g. GASsafe for gas installers), however membership of some trade associations is little more than a way to get cheaper insurance.  For a better understanding of the most common trade assocations click here

Anyone performing work on your house should have Public Liability Insurance (which is valid) up to at least £500,000 – ask to see this.  Ask if they have done any work locally that you could visit.

We use testimonials that we hope reflect the qualities you are interested in knowing, for any given business.  Where we have more complete feedback, you will see this on the ‘more details’ listing against any particular business on our website.

Very occasionally we do receive negative feedback about someone we feature, in which case we try to conduct a fair investigation, which takes into account both sides of the story.  Because we are locally based, we have a good network of local people we can approach for their opinion - previous customers of the business in question, other people who operate in the same trade, feedback from other readers.  Sometimes we have to use our integrity and judgement, but we are fully aware that our reputation is only as good as the businesses we feature. 
We will exclude any businesses where we are aware of poor service, any malpractice or bad workmanship.  This is by immediate removal from the website, and removal from the next printed edition of the directory.

When submitting such feedback, it helps enormously if you are prepared to share your name/address and details of the job in question so that the tradesperson knows the job we are discussing.  We recommend that you keep a log of events, or try to compile one from memory.  We also recommend that you keep photographic evidence to accompany your log.

To resolve a dispute, we recommend that you liase directly with ‘Consumer Direct’ - the Government-funded consumer rights organisation.  Call them on 0845  040506, or see their website.
We obviously still want to hear your feedback about any businesses we feature.

As publishers, we act in good faith in featuring businesses that have been recommended to us.  When contracting work, you contract directly with the business listed, not with us - we are not the agents of any of the businesses featured and we do not accept any responsibility for any consequence arising from the employment of any person or business appearing in this publication.  Click here to see our terms and conditions.

Please also see our advice page on working well with tradespeople.  Note that we do not personally check that the businesses featured have membership of trade associations quoted, or public liability.