If something goes wrong with a job
Most jobs go smoothly, but if there's a problem with a tradesperson you found through Arkadia Connect, we'll help you sort it out.
1. Talk to the tradesperson first
Message them through the app and explain what's wrong. Most problems are fixed this way. Keep messages in the app so there's a record.
2. Tell us if it isn't resolved within 7 days
Email info@arkadiaconnect.co.uk with "Problem with a job" in the subject. Include the job, what was agreed, what went wrong, photos, and any quotes, invoices or receipts.
3. We'll contact you within 2 working days
We'll hear both sides, look at the evidence and suggest a fair way forward, such as putting the work right, finishing it, or a partial refund agreed between you. We aim to resolve cases within 14 days.
4. If you still can't agree
We'll take action against the tradesperson under our Trader Code of Conduct where they've broken it. You can read the commitments every tradesperson agrees to here:
We can also point you to the next steps. Citizens Advice gives free consumer advice, and its consumer helpline is 0808 223 1133. You can also contact Trading Standards, or go to the small claims court.
What we can and can't do
Arkadia Connect introduces customers and tradespeople, and your contract for the work is with the tradesperson. We don't act as a judge or pay out compensation, but we will step in, mediate, and remove traders who don't meet our standards. Your legal rights under the Consumer Rights Act 2015 are not affected.