We take pride in the quality of service we provide to both customers and tradespeople. We also know that sometimes things go wrong. When they do, we want to hear about it, both to put it right and to keep improving the platform.
Whether you are a customer or a tradesperson, this page explains how to raise a complaint and what happens next.
1. How to submit a complaint
- In the app: open the relevant job and use the "Report an issue" option, or message support directly.
- By email: hello@oncallfix.com
- By post: Lettly Limited, trading as OnCallFix, Registered address, Address pending confirmation, Rochdale, OL16.
2. For customers: try the tradesperson first
Tradespeople on OnCallFix are expected to handle complaints professionally. Before filing a formal complaint with us, we recommend contacting the tradesperson directly through the in-app messaging on the job to give them the chance to put things right. In most cases, an open conversation resolves the issue faster than a formal process.
If you cannot reach a resolution with the tradesperson, follow the steps in section 1 above and we will look into the matter.
3. What we will do
We cannot force a tradesperson to take a specific action, but we can review their conduct and decide whether they should remain on the platform. Every complaint is assessed under our internal complaint handling policy. As part of this we may contact both parties and ask for supporting evidence such as:
- The original quote or scope agreed in the app
- Photos of the work area before and after
- Invoices or proof of payment
- Message history between both parties
- Time logs and location history (where relevant)
After our review we may:
- Issue advice or a formal warning to the tradesperson
- Restrict their activity on the platform while the investigation continues
- Remove them from the platform in serious cases, in line with our deactivation policy
- Adjust the held payment, including partial or full refund where work was not completed to a reasonable standard
4. Our role in disputes
OnCallFix does not act as a formal mediator between customers and tradespeople. We provide the platform that lets the two of you communicate, share evidence, and reach a resolution. Where direct communication fails, we step in to review the facts and apply our policies.
The best outcomes come from open, honest, respectful conversation. We aim to keep the platform fair to both sides, and we will not take a position before reviewing the evidence from each party.
See also our Resolution process for the step-by-step.
5. Additional support and consumer rights
If a tradesperson is unresponsive or the issue is not resolved through the platform, you have a number of routes outside OnCallFix:
- Leave a review (within our Reviews policy) so other customers can make informed decisions.
- Contact the Citizens Advice Consumer Helpline on 0808 223 1133 or visit citizensadvice.org.uk for free legal advice.
- Contact your bank or insurance provider for help recovering funds in cases of fraud or substandard work.
- Report the tradesperson to Trading Standards if you believe they have broken the law. Trading Standards works with Citizens Advice to investigate unfair business practices.
- Notify the tradesperson's accrediting body where applicable, for example Gas Safe, NICEIC, or NAPIT.
- Consider claiming through the tradesperson's Public Liability Insurance. We can help locate the details, or you can request them directly.
- For suspected fraud or theft, report it to the police via Action Fraud.
- For small claims, you may consider filing through HM Courts & Tribunals Service.
- Contact the Financial Ombudsman Service if your complaint involves regulated financial services and you are in financial difficulty or considered vulnerable.
6. Closing
We are committed to addressing complaints fairly and promptly. If you have any questions about this policy, contact us at hello@oncallfix.com.