Help
If something goes wrong with a job
Most jobs go fine, but not all of them. Here is what to do, what we can do about it, and who can help when we can't. We'll be straight with you about all three.
What to do first
- 1
Tell the trade, in writing
Most problems get sorted at this stage. Say what is wrong, show photos and say what you would like done about it. Put it in writing (a message, a text or an email) so there is a record. Give them a fair chance to put it right.
- 2
Keep everything
The quote, messages, photos of the work, receipts and what you have paid, with dates. If you posted the job on Hard Hat Way, the job, the quotes and any messages sent through it are already saved there.
- 3
Tell us
If you cannot sort it out between you, email us with the job and what has happened. A person reads every one.
Put "Problem with a job" in the subject and include the job title, the trade's name, and photos if you have them. We aim to reply within 48 hours, Monday to Friday.
What Hard Hat Way can do, and what it can't
What we do
- Look at the job record: the job, the quotes and any messages sent through Hard Hat Way.
- Ask the trade for their side of it.
- If a trade has broken our rules, act on it. That can mean taking away their verified badge, stopping them being shown to customers, or closing their account. Breaking the rules includes lying about their documents or insurance, taking a deposit and disappearing, or abuse.
- Point you to the people who can help with the next step (below).
What we can't do
- We are not a party to the agreement between you and the trade, so we cannot make a ruling on it.
- We never handle the money for a job, so we cannot give refunds for work.
- We do not guarantee work. Verified trade means a person at Hard Hat Way has checked their documents. It does not mean we vouch for every job.
Who else can help
Citizens Advice consumer helpline
Free advice on your rights and what to do next, and they pass reports to Trading Standards. England and Wales 0808 223 1133. Scotland: Consumer Advice Scotland 0808 164 6000. Northern Ireland: Consumerline 0300 123 6262.
Visit their websiteThe trade's scheme or trade body
If they belong to a scheme, it may have its own complaints process: Gas Safe Register for gas work, NICEIC or NAPIT for electrical work, FENSA or CERTASS for windows, TrustMark, or a trade association.
Mediation
An independent mediator helps you both agree a way forward without going to court. It is usually quicker and cheaper than a claim.
Visit their websiteA small claim
The last step. In England and Wales you can make a claim for money online, and claims up to £10,000 usually go through the small claims track.
Visit their websiteCommon questions
What are my rights if the work is poor?
Under the Consumer Rights Act 2015, a trader must do the work with reasonable care and skill. If they have not, you can ask them to put it right at no extra cost. If that is not possible, or they do not do it in a reasonable time, you may be entitled to some money back. Citizens Advice can tell you where you stand.
Can I cancel after I have agreed a quote?
If you agreed the job in your home, by phone or online, you usually have 14 days to cancel. If you asked the trade to start inside those 14 days, you may have to pay for the work done so far.
Does paying by credit card protect me?
Yes, often. If you pay any part of a job costing between £100 and £30,000 on a credit card, the card company can be jointly responsible if something goes wrong. Ask your card provider about a Section 75 claim.
Can Hard Hat Way give me my money back?
No. We never handle the payment for a job, so there is nothing for us to refund. We can act on the trade's account if they have broken our rules, and point you to the people who can help you get money back.
What if something is dangerous?
If you smell gas, leave the property and call the National Gas Emergency Service on 0800 111 999 (Northern Ireland 0800 002 001). For anything that could hurt someone, like a wall that is unsafe or wiring that is exposed, keep people away and get it made safe first. Sort out who pays afterwards.
Should I leave a rating?
Yes. Rate the job honestly once it is finished. Ratings are how customers after you find the good trades.
For trades: if a customer won't pay
Trades get let down too. Keep it calm and keep it in writing.
- Send a clear invoice with the date it is due. You can make it in the app, from the quote the customer agreed.
- If it is late, send a polite reminder in writing, then a firmer one.
- Then send a "letter before action": say what is owed and give 14 days to pay before you start a claim.
- If it still is not paid, you can make a claim for money online. For business customers, you may also be able to add late payment interest.
If a customer is abusive or makes false claims about you on Hard Hat Way, report it in the app or email moderation@hardhatway.com.
Stop it going wrong in the first place
A written quote, a clear start date and paying in stages as the work gets done will head off most problems.
This page is general guidance, not legal advice. Hard Hat Way is not a party to agreements between customers and trades. See our terms.