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18 Jul 2024

How to find a reputable trader

Avoid being stung by rogue traders with the help of our expert guide, plus learn what to do if you have a dispute

Tom MorganSenior content writer

In this article

To understand the common practices that dodgy traders employ, we've spoken to expert assessors at Which? Trusted Traders, as well as our reliable traders themselves.

On this page, we reveal the tricks that rogue traders use to reel you in and, crucially, how to find a trustworthy trader who won't inflate costs or carry out unnecessary work.

Keep scrolling to learn more about the Which? Trusted Traders scheme and how it can help you find a reliable professional.

Find a highly rated trader near you by visiting the Which? Trusted Traders website.

What is Which? Trusted Traders?

Which? Trusted Traders is an endorsement scheme that recognises reputable local traders. This includes all kinds of home improvement professionals – from bathroom fitters, builders and electricians to gardeners, plumbers and home-security experts.

The scheme raises standards for consumers by setting a benchmark that all traders need to meet before they can be endorsed. Just like our Best Buy logo, the Which? Trusted Trader logo is a sign of reputation and trust.

Use the free tool below to find nearby traders who have passed our rigorous assessment:

Why use a Which? Trusted Trader?

However big or small a project, you want to be confident the work is done to a high standard.

Endorsed traders have profiles on the Which? Trusted Traders website, featuring contact details, business websites, information about their business, pictures of their work and reviews from other users. The reviews are moderated for authenticity, and both positive and negative feedback are welcome.

How do traders become endorsed?

Not just anyone can become endorsed. All Which? Trusted Traders are thoroughly assessed, which means carrying out a number of crucial checks:

Step 1: Credit report – this lets us validate the financial health of a business that applies.

Step 2: Customer satisfaction – our endorsement team reaches out to a selection of the trader's customers to check references.

Step 3: Business procedures – we carry out a thorough examination of business and administrative procedures.

Step 4: Interview and assessment – a Which? trading standards professional carries out a face-to-face visit and interview. This allows us to fully understand all aspects of how the applicant runs their business.

Our selection of Which? Trusted Traders have to comply with a code of conduct. If they don’t, they can be suspended or removed from the scheme.

Rogue trader tricks

According to our assessors, you should be cautious of a trader if they:

are vague about their address – dishonest traders don’t want to be traced
regularly change their company name and phone numbers
have a lack of paperwork and give no written quotes
are missing key company information from their invoices
need you to pay upfront and in cash
don't give you cancellation rights – dodgy traders want to be in and out quickly.

While not everyone who meets these criteria is a deceitful trader, most dodgy traders do operate this way.

Cold calls

Rogue traders often operate by cold calling, which means they'll approach you and offer a service with no prior contact.

Any home improvement opportunities that can be seen from the road are a possible target for a doorstop scammer, who might exaggerate the work that needs to be done. This could include driveway repaving, garden landscaping or window reglazing.

Criminals employ a range of tactics to target the vulnerable. This includes looking for homes with tired exteriors and finding residents with more traditional names, which may indicate that they are elderly. Some work together by discreetly marking the pavement outside the houses of those recently scammed, or circulating lists of 'easy targets' on the black market.

A trader or company turning up at your door isn’t necessarily a scam, and they could genuinely be in the area or selling door-to-door. But we’d recommend turning down these offers. You'll have no idea about the quality of their workmanship or whether they’re offering the right price.

If you are tempted by an offer, take the trader's details and ask them to write up a full quote. Don’t give them any more contact details than your address and first name. Then, in your own time, research the job properly and, ideally, ask for a second opinion and quote from other traders. You should never be pressured to buy or sign a contract on the spot.

If you're being pestered by unwanted phone calls, discover how to stop nuisance phone calls.

Roofing

Dealing with roofing can be problematic, as it's difficult to see the condition of your roof before any work starts and after it finishes.

Ultimately, our experts advise never to deal with a roofer who knocks on your door – if the trader hasn't accessed your roof to inspect it, they won't know what's wrong (if anything). On the other hand, a reliable trader will likely take photos of your roof so you can see clearly which areas require attention.

Sole traders vs big companies: which is better?

It’s not just one-man bands that can prove problematic for consumers, sadly. Our team at Which? Legal receive plenty of complaints about the installation services of big-name brands.

There can be advantages to using a limited company over a sole trader. Retailers are more likely to have a complaints procedure in place, and to be part of a dispute resolution scheme, both of which can be helpful if something does go wrong.

Retailers are usually in a better financial position, or have more assets, so there can be a greater chance of getting your money back if they fall short of expectations. Plus, there's less risk of them vanishing into thin air when a complaint is made.

How to find a trader you can trust

Join local forums and social media groups

Each local Trading Standards office across the UK runs different schemes to help catch known rogue traders and to educate consumers.

This includes working with the police, adding ‘no cold calling’ signs to neighbourhoods, coordinating with banks to flag big transfers made to known rogue companies, and using social media to spread awareness.

Head to the Gov.uk website to find your local Trading Standards office.

Get several quotes

Don't immediately agree to the first quote you get. Make sure you get at least three of them, and possibly more for a big job.

Speaking to several traders will give you an idea of a reasonable price for the work. You'll also get a range of opinions, which could be useful.

Ask for examples of previous work

If you're considering a trader, look at their previous work. Online reviews can start to build a clearer picture but try not to rely solely on them as reviews can be skewed.

A decent trader shouldn’t have a problem listing previous satisfied customers you can visit or speak to over the phone. Building surveyors can also be a good source of recommendations.

Use Companies House to check how long they’ve been trading (the longer the better) and look at their accounts to establish whether they are in a healthy financial position and therefore able to refund you if things go wrong.

Look for accredited traders

Ideally, you should go for a trader or company that’s registered with the relevant accredited trade bodies and an Alternative Dispute Resolution (ADR) scheme. This will make things a lot easier if something goes wrong. All Which? Trusted Traders must be signed up to an ADR scheme.

Find out their availability, and remember that great tradespeople are less likely to be free to start work immediately.

Make sure you check affiliations and certificates, particularly if the job involves gas or electrical work – don’t just take their word for it.

If you're looking to get some electrical work taken care of, see our advice on how to hire an electrician.

Working with your trader

Once you’ve decided who to go with, get everything in writing by email or letter. Remember that it's a lot easier to solve any problems if you have a paper trail.

Your correspondence should include details of the work to be carried out and an idea of materials, timings and cost. If the price is an estimate, ask for clarity on what could increase it and by how much.

Pay by card – This gives additional protections if there is a problem. Credit cards offer more of a safety net than other cards. If you've paid more than £100 and less than £30,000, your credit card company is jointly liable if something goes wrong.
Check your trader is insured for the job – Ask to see their insurance certificate, and make sure it doesn’t exclude the type of work you're having done or expire during your project.
Consider getting a full contract – If it’s a large-scale job, get a full contract. JTC building contracts are regulated and recognised within the home improvement market, so they are a safe bet. Carefully read the documentation and keep records of everything.
Project manage yourself – If you’re going to use multiple traders, employing everyone yourself instead of relying on one person to deal with subcontractors will mean you're closer to the project and more in control. However, project managing your home improvement is a big job, and it's not for everyone.
Make sure you have cancellation rights – If you sign a contract or enter a verbal agreement at home or online, you're legally entitled to a 14-day cancellation period, so make sure you are given these rights. However, this may not be the case for bespoke or made-to-measure projects.

Our guide on how to work with your trader gives more information on your cancellation rights, the insurance traders should have and contracts.

Trader disputes – what are your rights?

It's illegal for a trader to harass or threaten someone, take money without doing the work, lie about qualifications and competency, or falsify documents (such as building regulations or electrical certificates).

But there are many scenarios in which the lines between what is criminal and what's just bad practice can be blurred.

You might be wondering where you stand legally if you’re not happy with the outcome of a job. By and large, your rights are protected by the Consumer Rights Act 2015.

If you've entered into a contract for goods and services, you can expect these to be supplied with reasonable care and skill using materials that are of satisfactory quality, fit for purpose and meet the description given.

This is true whether you have a verbal or written agreement. Where price and timescale are not agreed upon in advance, the service must be carried out at a reasonable price and in a reasonable time. If your trader fails to do this, they have breached their contract and you have the right to claim against them.

How to resolve a dispute with your trader

Talk to your trader – Explain the problem, how they can resolve it and agree a reasonable date by which you'd like them to rectify it. If they have an official complaints procedure, follow it. Make sure you get anything you speak about in writing. Don't use WhatsApp or text messages.
Get a third party involved – If you reach a stalemate, you may need to use an ADR scheme, an ombudsman or liaise with a trade body. Traders and businesses aren’t required to be part of an ADR scheme, but they are legally obliged to point you in the direction of an accredited one. Which? Trusted Traders is partnered with the Dispute Resolution Ombudsman.
Try getting your money back – Section 75, a chargeback scheme or the Financial Ombudsman Service, could enable you to get your money back if you paid by card. See our guides on Section 75 of the Consumer Credit Act and how to take a complaint to the Financial Ombudsman Service.
Consider taking legal action – As a last resort, you may decide to take legal action. In this case, Which? legal service experts can help you through the process.

Advice from Which? legal experts: dealing with traders

'Last year, we employed a roofer to fix our extension. He said he could do it in a day for £900, so we agreed verbally. Over three days he worked sporadically on it, leaving the roof open to the elements, causing water damage inside.

'After advice from Which? Legal I emailed the trader with exact details of the problems, what he needed to do and a deadline. He agreed, but failed to show up, so we had to call someone else in to fix it urgently. It was at this point we discovered he’d disconnected our boiler vent too, allowing excess carbon dioxide into our home.

'I reported him to Trading Standards and the police, but there was no follow up. I took him to the small claims court to recoup the cost and, because he didn’t respond to or refute the claim, I won.

'However, because he used his accountant’s address instead of our his own, and has since liquidated the company, there is no way of actually getting our £3,350 claim, which covers the original price paid, fixing the issue and legal costs.'

Which Legal says:

Despite winning a claim in court, there's still no guarantee you'll get your money back. If the person or company doesn’t have an address where they can be reached, or the company goes into liquidation, unfortunately there is nothing that can be done.

That's why it's so important to check a trader's background before you employ someone. You can use Companies House to find out how long a business has existed, and whether it's financially sound. Alternatively, let our experts at Which? Trusted Traders do the hard work for you.

'We recently had our bathroom refitted. We got a written quote, but ended up paying nearly £1,200 more than that. We had to get more expensive tiles as the fitter said that the ones we chose had been discontinued. But he kept choosing other more costly options, too.

'In hindsight, we should have been more specific about the products we wanted and checked the details as he progressed, but we were time poor and trusted him to act with integrity.

'He was also unprofessional, working sporadically and sending a "mate" to do part of the work without warning. He was slow, too – we were clear that we needed it completed within a week, but it took three.

'He did a good enough job in the end, but the shower has since broken, and he’s refusing to acknowledge the problem.'

Which? Legal says:

Your original quote shouldn’t change, and any variation should be agreed by both parties before going ahead. If costs do increase, good practice is for the trader to provide sufficient notice and a range of options to facilitate an informed decision.

If concerns arise after work is completed, you should notify the trader in writing, asking them to deal with your complaint in a reasonable time.

'My partner and I employed a builder to eradicate some damp and fix our chimney. His quote was quite low and he estimated it would only take three days, so we accepted.

'As soon as he started, we could see that he was approaching the work in a scattergun way. He rarely worked a full day and was uncontactable for long periods of time. The job dragged on for more than three months, during which our home was left in utter chaos. He eventually failed to turn up at all and stopped responding to our messages.

'When we did get hold of him, we discussed the problems in person, by message and phone, suggesting solutions and setting final deadlines. We also withheld some money. We had to pay a second builder £1,500 to finish the job and didn’t get back any of our original £4,000.'

Which? Legal says:

In such situations, you should deal with the trader in writing, by email or post. Be aware that you may be in breach of contract if you withhold funds.

In an effort to get your money back, we recommend writing to the builder, asserting your rights under the Consumer Rights Act 2015 and stating that you have no other option but to pursue legal proceedings against them.

'Last year, I had my loft insulated. Later, a man claiming to have links with the company visited offering to fit a heat-recovery system. I agreed and paid a deposit of £2,700 on the spot.

'Within the 14-day cooling-off period, I decided it wasn't for me. I emailed to cancel but heard nothing. Twelve days after I’d signed the contract, the salesman returned. I told him I wanted to cancel – he stormed out of my house.

'After weeks of no response, follow-up letters were sent from me and a legal firm to any address we could find for the business. Eventually, somebody from the company called and agreed to pay me back, but said they would need my card details to do so. A few days later, my bank reported unusual activity – £200 had been spent on pizza.

'I’ve reported it to Trading Standards and the police, but have heard nothing. I have started legal action, but it remains to be seen whether I will actually get my money back.'

Which? Legal says:

A person not getting their money back, even when they’ve won their claim, is something we see regularly. If the company doesn’t have an address where they can be reached, or goes into liquidation, sadly, there is nothing that can be done.

Make sure you check a trader's credentials before you agree to anything. We don't recommend agreeing to work from a cold caller, but if you do, you certainly shouldn't feel pressured to pay up on the spot.

'We had heat-reducing film fitted to all the windows and roof in our conservatory to help keep it cool in the summer. But the film is doing the opposite, transmitting excess heat into the conservatory and making it hotter than ever.

'This is because the installer didn’t properly establish the type of glass we have. We got a second opinion from an independent glazier, who has confirmed that the film isn’t fit for purpose.

'We were pressured to pay for the work by bank transfer on the day of installation, before we could establish whether it worked or not. We contacted the company to explain the issue and that we felt we’d been misled into buying the wrong product, but it rejected our claim for the cost of labour, materials and VAT, as it says we agreed to the products.

'After having three more independent surveys done, and following up with numerous letters (including one mentioning court action), the company has said it will refund some of the money. It's not covering the cost of the materials, even though the installer used the wrong ones. But to save further costs and legal action, we have compromised with a partial refund.'

Which? Legal says:

It is a breach of contract to mislead a consumer, or to sell a product that's not fit for purpose or of satisfactory quality. We’d recommend asking for a full refund (returning the product, if you can), or suitable replacement. Ensure that you have the independent opinion in writing, as this will be evidence of the breach of contract.

Find a Which? Trusted Trader today

Enjoy the assurance of knowing a trader is endorsed by Which? – an independent association working on behalf of consumers for over 65 years.
Every trader has been checked and assessed by a trading standards professional.
If something goes wrong and your trader couldn’t complete a job to your satisfaction, you’re not going to be left in the lurch. You will have access to an independent dispute resolution scheme, to help mediate and resolve the issue.
Get access to moderated user reviews – both positive and negative – to give you the extra confidence of reading about other people’s experiences.

Find your local Which? Trusted Traders – find reputable traders who have passed our rigorous assessment, carried out by trading standards professionals.