Complaints policy

How to complain

For a problem with a job that hasn't been confirmed complete, raise a dispute from the job itself — release of payment freezes automatically while we investigate. For anything else, use the live chat on any page (ask for a member of the team at any point), raise a support ticket from the contact page or your dashboard, or email hello@londonheroes.co.uk with what happened, when, and any photos or documents. Every route gets you an acknowledgement with a ticket reference — the same working day during launch hours.

How we handle it

A named person investigates on the evidence: what was requested, quoted, done and paid — the job's timeline records every step. You get an outcome and the reasoning. Outcomes for job disputes can include releasing payment, a partial refund, or a full refund. If we got something wrong, we say so and put it right.

If you're not satisfied with our final response, alternative dispute resolution is available through a certified ADR provider, and you retain all statutory routes, including Trading Standards, Citizens Advice, and — for gas safety concerns — the Gas Safe Register and the Health and Safety Executive.