How we help homeowners choose tradespeople with confidence
Transparency is at the heart of how Trades Merchant works. This page explains exactly what we do — and what we don't do — so you can make fully informed hiring decisions.
Business Screening
Every applicant goes through a detailed screening process before their profile is published on our platform.
Find out more →Review Moderation
All reviews are submitted by real customers and moderated by our team before publication.
Find out more →Insurance & Credentials
We explain what insurance and qualifications to look for and how to verify them.
Find out more →Homeowner Support
If something isn't right, we're here to provide guidance on your options and next steps.
Find out more →Our approach to screening businesses
We want homeowners to feel confident that anyone they find on Trades Merchant represents a legitimate, actively trading business. Here's what we check before any profile goes live.
Business identity verification
We verify the applicant's business name, trading address and contact details. Sole traders, limited companies and partnerships all need to demonstrate they are genuinely operating businesses.
Trading history review
We review evidence of trading activity — including how long the business has operated and the nature of the services it provides. New businesses may be subject to enhanced monitoring during an initial period.
Insurance confirmation
We ask every business to provide details of their public liability insurance. Whilst we encourage homeowners to independently verify insurance before work commences, we won't list businesses that cannot demonstrate they are insured.
Profile accuracy checks
We review each business profile to ensure the services listed, the areas covered and the business description accurately reflect the applicant's legitimate offer. Misleading or exaggerated profiles will not be approved.
Ongoing standards monitoring
Screening doesn't end at approval. We monitor reviews and conduct periodic profile reviews. Businesses that receive concerning feedback, fail to update their details or are found to have breached our standards face suspension or removal.
Important: Our screening provides a meaningful layer of due diligence, but it cannot guarantee the quality or outcome of any specific job. We strongly recommend homeowners also check insurance, ask for references for larger jobs and always get a written quote before work begins.
How customer reviews work
Reviews are one of the most valuable tools a homeowner has when choosing a tradesperson. Here's how we ensure ours are as trustworthy as possible.
Who can leave a review?
Reviews on Trades Merchant can be submitted by homeowners who have used a business found on our platform. We do not allow businesses to self-review or solicit reviews in exchange for discounts, incentives or other benefits.
We may ask reviewers to provide basic verification of the job (such as approximate date, job type and their contact details) to help us maintain review quality.
How reviews are moderated
Every review submitted is assessed by our moderation team before publication. We check for authenticity, look for signs of manipulation and ensure reviews comply with our content guidelines.
We do not remove negative reviews simply because a business requests it. Businesses may flag a review they believe is inaccurate and we will investigate, but our default is to publish genuine feedback.
Can businesses respond to reviews?
Yes. Businesses listed on Trades Merchant can reply to customer reviews through their account. Responses are visible alongside the original review so homeowners can see how a business handles feedback — positive or negative.
How to report a review concern
If you believe a review is inaccurate, fabricated or otherwise inappropriate, you can report it using the link beneath each review or by contacting our support team. We investigate all concerns and take action where warranted.
Insurance, qualifications and trade credentials
Certain types of work require specific qualifications or registration. Understanding what to look for will help you hire with confidence.
🔒 Public liability insurance
Every professional working in your home should carry public liability insurance. This protects you as the homeowner if the tradesperson accidentally causes damage to your property, or if a member of your household is injured as a result of their work.
Before any significant job begins, ask the tradesperson to provide evidence of their insurance (a certificate of insurance from their insurer). If they are reluctant to provide this, treat that as a warning sign.
🔥 Gas Safe registration (mandatory for gas work)
Any tradesperson carrying out work on gas appliances, boilers, gas pipes or flues in the UK must be registered with the Gas Safe Register. This is a legal requirement, not an optional quality mark.
You can verify any gas engineer's registration at gassaferegister.co.uk. Always ask to see the engineer's Gas Safe ID card before any gas work begins.
⚡ Electrical work — Part P compliance
Certain types of electrical work in domestic properties are classified as "notifiable" under Part P of the Building Regulations. This means they must either be carried out by a competent person registered with a government-approved scheme, or notified to the local authority.
Reputable electricians in England will typically be registered with an approved scheme such as NICEIC, NAPIT or ELECSA. Ask your electrician which scheme they belong to and verify their registration directly.
🏗 Other trade associations and accreditations
Many trades have professional bodies that set standards and regulate membership. Whilst membership is not always mandatory, it can provide additional confidence. Examples include the Federation of Master Builders (FMB) for builders and the National Federation of Roofing Contractors (NFRC) for roofers.
Our advice hub contains guides covering credentials for each major trade. Always check the relevant body's website directly to verify any claimed membership.
What support homeowners can expect
We hope that every job booked through Trades Merchant goes smoothly — but we understand that isn't always the case. Here's what to do if things don't go to plan.
Raise it with the business first
For most disputes, the best first step is to contact the tradesperson directly and set out your concerns in writing (email is ideal). Many disagreements can be resolved through direct communication. Give the business a reasonable opportunity to respond before escalating.
Contact our support team
If you're unable to resolve an issue directly with the business, our support team can offer guidance on next steps and may be able to facilitate communication between you and the tradesperson. Contact us via the contact page.
Seek independent advice
For serious disputes involving faulty workmanship or financial losses, you may wish to seek independent advice from Citizens Advice, a solicitor or relevant trade association. Where the business is a member of a trade body, that body may also offer a dispute resolution service.
Leave an honest review
Once your experience is complete — whether positive or negative — we encourage you to leave an honest review on Trades Merchant. Your feedback helps other homeowners make informed decisions and helps us maintain platform standards.
Trades Merchant is a directory platform. We connect homeowners with tradespeople but we are not a party to the contract between you and any tradesperson you choose to hire. The contractual relationship is between you and the business directly.
How to hire tradespeople more safely
Follow these key principles and you'll dramatically reduce the risk of a poor experience.
Always get written quotes
Never proceed on the basis of a verbal estimate alone. A written quote should detail the scope of work, materials to be used, the total cost, payment terms and a rough timeline.
Review your quote in detail
We connect you with a best-priced quote from a screened local tradesperson. Review the scope of work, materials and pricing carefully before agreeing to proceed. Always ask for a written breakdown if anything is unclear.
Avoid large upfront payments
A reasonable deposit (typically 10–25% for larger jobs or materials) is acceptable. Never pay the full amount before work is complete. Stage payments tied to agreed milestones are the safest approach for major projects.
Check insurance before work starts
Ask to see a copy of the tradesperson's public liability insurance certificate before any work begins. Responsible tradespeople will have no objection to providing this.
Read the reviews carefully
Look at multiple reviews, especially recent ones. Pay attention to how businesses respond to less positive feedback. A professional who deals with criticism constructively is generally more trustworthy than one who ignores or dismisses it.
Keep records of everything
Retain all quotes, emails, text messages and payment receipts. If something goes wrong, having a clear paper trail makes it far easier to pursue a resolution or make a complaint.
Explore our trust and safety policies
Full details of how we operate, what we check and how we handle concerns.
Ready to hire with confidence?
Post your job and receive a best-priced quote from a screened panel member. Free, no obligation, no inbox full of emails or excessive calls.