HosTrader
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Support

Complaints and disputes

If something has gone wrong with a job, tell us early and keep the evidence in the job thread.

Step 1 — Raise a concern

Open the job in your dashboard and choose to raise a concern instead of approving completion. The professional is notified and can respond, return to the property or revise the work.

Step 2 — Open a dispute

If the concern is not resolved, open a dispute. The job is marked as disputed and payment is not released while it is under review.

Step 3 — Our review

Our team reviews the job history, messages, checklist and time-stamped photographs, and asks both sides for anything missing. We aim to acknowledge within one working day and reach a decision within five working days.

What to include

  • The job reference.
  • What was agreed and what happened.
  • Photographs, and dates and times where relevant.
  • The outcome you are asking for.

Complaints about HosTrader

Email complaints@hostrader.co.uk. If you are not satisfied with our response, you can ask for it to be reviewed by a second member of the team.