How to complain, and what we can do about it
If something has gone wrong with BestBuilders itself, tell us and we will put it right where we can. If the problem is with a builder, here is where we can help and where we cannot.
Complaints about BestBuilders
This covers anything we are responsible for: how your enquiry was handled, how your details were used, something on the site that is wrong or misleading, or the way we have communicated with you. Send it through the contact page, with the email address you used for your enquiry so we can find it.
We aim to acknowledge a complaint within two working days and to give you a full answer within ten working days. If it is going to take longer — for instance because we need to check something with a partner network — we will tell you when to expect the answer rather than leaving you waiting.
Complaints about a builder
The contract for the work is between you and the builder, and we are not a party to it. That means we cannot arbitrate a dispute, order a refund or make a business come back to finish a job. What we can do is act on what you tell us: a business that a homeowner reports for poor conduct is reviewed, and can be removed from our network or reported to the partner network that supplied them.
For the dispute itself, the routes that carry weight are the trade body the builder belongs to (if any), your local Trading Standards service via Citizens Advice, and, for larger sums, the small claims track of the county court. Put everything in writing to the builder first — a clear letter setting out what was agreed, what happened and what you want done is the starting point for every one of those routes.
Complaints about your data
If your complaint is about how we have collected, shared or kept your personal data, our privacy notice sets out what we hold and your rights over it. You can complain to us first through the contact page, and you have the right to complain to the Information Commissioner’s Office at any time: ico.org.uk/make-a-complaint.
What happens to complaints
Every complaint is read by a person, logged, and used. Complaints about a specific business go on that business’s record. Complaints about a page go to the editorial team and, where they are upheld, the page is corrected. We do not publish complaints or reply to them publicly.
BestBuilders editorial team · Last updated: 2 September 2026 · Next scheduled review: December 2026