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You can find the current article at its original source at https://www.theguardian.com/money/article/2024/may/28/does-checkatrades-vetting-really-check-out
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| Does Checkatrade’s vetting really check out? | Does Checkatrade’s vetting really check out? |
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| With cowboy builders on the rise, is it worth trying an online platform instead? Our correspondents suggest there may be pitfalls | With cowboy builders on the rise, is it worth trying an online platform instead? Our correspondents suggest there may be pitfalls |
| Cowboy builders are a proliferating scourge which can drain a householder’s savings. In response, online platforms have sprung up which list “vetted” traders in response to a postcode search. But how reliable are they? | Cowboy builders are a proliferating scourge which can drain a householder’s savings. In response, online platforms have sprung up which list “vetted” traders in response to a postcode search. But how reliable are they? |
| In March, I reported how AF of Brighton was left with part of her roof missing after hiring a trader to repair a leak. To ensure that she was not scammed a second time, she sought a roofer to repair the damage on Checkatrade, which promises “guaranteed” traders, “rigorous checks” and “recommendations you can rely on”. | In March, I reported how AF of Brighton was left with part of her roof missing after hiring a trader to repair a leak. To ensure that she was not scammed a second time, she sought a roofer to repair the damage on Checkatrade, which promises “guaranteed” traders, “rigorous checks” and “recommendations you can rely on”. |
| She only discovered that the trader recommended by Checkatrade had wrought even more havoc on her roof after she had paid him £12,900. Checkatrade told her she would be eligible for a £1,000 payment under its 12-month guarantee, subject to a survey, but refused to compensate her for the damage. | She only discovered that the trader recommended by Checkatrade had wrought even more havoc on her roof after she had paid him £12,900. Checkatrade told her she would be eligible for a £1,000 payment under its 12-month guarantee, subject to a survey, but refused to compensate her for the damage. |
| I intervened, whereupon Checkatrade told AF that, following the survey (and with the prospect of publicity), it had persuaded the roofer to stump up £6,000. It insisted that the surveyor had concluded that the roof did not need replacing. Only after she had reluctantly accepted the £6,000, was she sent a copy of the survey that stated the roof did, indeed, need replacing. | I intervened, whereupon Checkatrade told AF that, following the survey (and with the prospect of publicity), it had persuaded the roofer to stump up £6,000. It insisted that the surveyor had concluded that the roof did not need replacing. Only after she had reluctantly accepted the £6,000, was she sent a copy of the survey that stated the roof did, indeed, need replacing. |
| Checkatrade tells me helplessly that the trader was refusing to pay any more but that it would “continue to support” her. Now, after further media pressure, it’s had a change of heart and paid £5,600 in goodwill. | Checkatrade tells me helplessly that the trader was refusing to pay any more but that it would “continue to support” her. Now, after further media pressure, it’s had a change of heart and paid £5,600 in goodwill. |
| “I doubt I would have had this outcome without your ongoing interest,” she says. | “I doubt I would have had this outcome without your ongoing interest,” she says. |
| Checkatrade did not respond initially to a request for a comment, but after publication said it was sorry for Ms Finch’s experience with this tradesperson, which did not reflect the vast majority of interactions their customers have with their members. | |
| A spokeswoman added: ‘Though extremely rare, we take incidents of this nature seriously and, having conducted a full and thorough investigation, found that this particular tradesperson fell below the high standards we expect of our members. As a result, we have terminated their membership. As part of this process we were pleased to be able to support Ms Finch in receiving a full refund.”Email your.problems@observer.co.uk. Include an address and phone number. Submission and publication are subject to our terms and conditions | |
| This article was amended on 30 May 2024 to add a comment from Checkatrade that was received after publication. |
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