Draft – pending solicitor review. This document has not yet been reviewed by a solicitor and may change before launch.

Complaints Procedure

Last updated: 16 October 2026

We want to put things right when they go wrong. This procedure covers complaints from customers and from pros about our service.

1. A problem with work done by a pro

Your contract for the work is with the pro, so please raise it with them first, in writing, and keep copies. If that doesn’t resolve it:

• Many trades have a professional or regulatory body that handles complaints – for example Gas Safe Register, NICEIC or NAPIT, the Solicitors Regulation Authority, ICAEW, ACCA or the Architects Registration Board.
• Citizens Advice can explain your consumer rights: citizensadvice.org.uk, telephone 0808 223 1133.
• Please also tell us. We can’t decide disputes between you and a pro, but we review every complaint and may suspend pros who receive serious, substantiated complaints.

2. A complaint about our service

1. Tell us. E-mail info@prosnearme.co.uk with “Complaint” in the subject line, what happened, and what you’d like us to do. Include your job or profile link if you have one.
2. We acknowledge it within 5 working days and tell you who is handling it.
3. We investigate and send you our full response within 4 weeks. If we need longer, we’ll explain why and when you can expect an answer.
4. If you’re not satisfied, reply asking for a review. A senior member of our team who wasn’t involved will look at it again and give you a final response.

3. If you’re still unhappy

• We are not currently a member of an alternative dispute resolution (ADR) scheme.
• Customers can get free advice from Citizens Advice and may be able to use the small claims court.
• Complaints about how we handle personal data can be made to the Information Commissioner’s Office – see our Privacy Notice.

4. Complaints about reviews

To report a review, follow the steps in our Review Policy. If you disagree with our decision, you can use this procedure.

5. Complaints from pros

If you’re a pro and disagree with a decision we’ve made – for example about verification, a suspension or a review – use the same steps above. We’ll take into account any information you give us, and we keep a record of complaints and their outcome to improve our service.