Hiring a tradesperson is a leap of faith even when you have done your research. Reviews, photos of past work and qualifications all help, but the worry is always the same: what happens if the work is not up to standard? The TrustATrader Guarantee exists to answer that question, and it costs nothing to use. This guide explains exactly what it covers, what it does not, and how to make a claim if you ever need to.
What Is the TrustATrader Guarantee?
The TrustATrader Guarantee is a free customer protection scheme for anyone who agrees a job with a TrustATrader member. When you register an agreed job before the work starts, your job is covered up to £1,000 per claim if the work does not live up to the quality or specification that was agreed and paid for.
It is designed for the odd occasion when things do not go to plan: poor workmanship that falls below accepted industry standard, work that was not carried out to the agreed design or specification, or services you paid for but never received. TrustATrader investigates the claim and, where it is upheld, pays the awarded sum directly to you.
How to Register a Job for the Guarantee
Registering takes a couple of minutes and covers your next planned job. The steps are:
1. Agree the work with your chosen trader, including what will be done and the start and finish dates.
2. Complete the guarantee registration form on the trader's profile page, or from the register guarantee page, before the work starts or on the day it starts.
3. When the work is complete, leave a review of the trader on TrustATrader within 30 days.
The registration form does not act as an enquiry, so you must have already agreed the job with your trader before you register. Once registered, the guarantee applies to that agreed job, and the review keeps the scheme fair for the tradespeople who honour it.
What the Guarantee Covers
The guarantee responds when services received do not live up to the quality or specification of what was agreed. In practice, claims typically relate to:
• Poor workmanship which falls below accepted industry standard
• Work which has not been carried out to design or specification
• Services which you have paid for but which are not provided
Claims are made by the person who contracted the work, for work carried out by a TrustATrader member in England, Scotland or Wales. There is a limit of one claim per year per household, and claims must be made within 12 months of the work being completed.
What the Guarantee Does Not Cover
The guarantee is not an insurance policy, and a few categories of work sit outside it. These include work on listed buildings, services for landlords or properties that are not your main residence, temporary fixes, tree surgery and gardening, cleaning services, IT work, land and building surveying, motor repairs, plant hire, pest control, removals, scaffolding, drainage and waste removal.
It also does not cover deposits paid to a trader, pre-existing faults found before or during the work, disputes over price or timeframes, theft or accidental damage, or situations where the trader is willing to remedy the work or refund you. If the trader has stopped trading or become insolvent, the guarantee cannot respond either, which is why a sensible payment schedule matters.
How to Make a Claim
The claims process is designed to be fair to both sides. Start by contacting the trader directly to give them the chance to put the work right, because many issues are resolved this way. If you cannot reach an agreement, notify TrustATrader through the complaints process and complete the claim form with supporting evidence, including correspondence, estimates, invoices, a description of the issue and photos.
Alternatively, leaving a negative review on the trader's profile automatically starts the complaints process. TrustATrader investigates the claim by reviewing the evidence and speaking to the trader, and may bring in an independent third party to assess the work where needed.
What Happens When a Claim Is Upheld
If your claim is successful, TrustATrader writes to you with the awarded sum. The amount is calculated case by case, looking at the agreed specification, industry practice, the cost to remedy the work in your area, and what has already been paid or reimbursed. Payment is made into your nominated bank account within 14 days of the decision, and the claim is then closed.
How Claims Are Investigated
TrustATrader takes claims against its members seriously and investigates each one objectively. The review looks at the evidence you submit, the trader's response, whether the work met the agreed specification and industry practice, and the cost of remedying the work in your area. Where the situation warrants it, an independent third party may be asked to assess the claim.
Throughout the process you will be kept updated, and the final decision is confirmed in writing. If the claim is upheld, the awarded sum is calculated against the actual loss you suffered, capped at £1,000, and paid within 14 days. If it is not upheld, you will be told why, and the decision reflects the evidence and the terms rather than a blanket response either way.
Why the Guarantee Matters When You Hire
The guarantee sits on top of everything else TrustATrader already checks: traders are vetted on their qualifications, references and experience, and their profiles carry verified customer reviews, photos and videos of past work. It means the reviews you read are backed by a scheme that will put things right if a job goes wrong, which is a level of protection you simply do not get by hiring someone from a social media advert.
If you are planning a job, large or small, agree the work with a TrustATrader trader and register the guarantee. It is free, it takes minutes, and it turns a trust-based decision into one with a safety net.