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 person on our team 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 to the Hero, or a full refund to your original payment method. 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.