Complaints & Resolution
We take every complaint seriously. Our formal process ensures fair outcomes for homeowners and contractors, with your payment protected throughout.
Our Commitment
The vast majority of jobs on Landoro are completed without issue. But when something does go wrong, you need to know there's a clear, fair process to resolve it — and that your money is protected while it happens.
Unlike hiring privately, where you're on your own if a dispute arises, Landoro acts as an impartial mediator. Your payment stays in escrow until the matter is resolved.
How to Raise a Complaint
If you're unhappy with any aspect of a job booked through Landoro, here's how to get it resolved.
Don't Approve the Job
If the work isn't right, do not approve it in your dashboard. Your payment remains safely in escrow.
Raise a Dispute
Use the dispute button on the service request in your dashboard. Describe the issue and upload any photos or evidence.
We Acknowledge Within 48 Hours
Our team reviews your complaint and contacts both parties. Payment is frozen — no money moves.
Investigation & Mediation
We gather evidence from both sides, assess the situation, and work towards a fair resolution.
Possible Outcomes
Depending on the nature and severity of the complaint, the resolution may include:
- Contractor returns to fix — The contractor is given a reasonable timeframe to put the work right at no additional cost
- Partial refund — A portion of the payment is returned to the homeowner, reflecting work that was incomplete or below standard
- Full refund — The entire payment is returned if the work was not carried out or was fundamentally inadequate
- Re-assignment — If the contractor cannot resolve the issue, we can assign a replacement contractor to complete the work
- Contractor review — Serious or repeated complaints trigger a formal review of the contractor's standing on the platform
Important
Our process covers work that doesn't meet the agreed scope or professional standard. It does not cover changes of mind after work is completed as quoted, or damage caused by the homeowner.
What's Covered
Covered
- Work not completed as quoted
- Work below professional standard
- Contractor no-show or abandonment
- Damage caused by the contractor
- Missing or invalid certificates
- Significant delays without communication
Not Covered
- Changes of mind after work is completed
- Additional work not in the original quote
- Issues caused by the homeowner
- Payments made outside the platform
- Pre-existing property conditions
- Force majeure events
For Contractors
Our complaints process is fair to both sides. If a complaint is raised against you:
- You'll be notified promptly — with full details of the homeowner's concern
- You can respond with evidence — photos, messages, and your account of what happened
- You can offer to fix the issue — returning to put the work right is often the fastest resolution
- Unjustified complaints are dismissed — if we find the work was completed properly, the complaint is closed and payment is released
- Your reputation is protected — a single complaint does not affect your standing unless a pattern emerges
Common Questions
We acknowledge complaints within 48 hours. Most disputes are resolved within 5–10 working days, depending on complexity and how quickly both parties respond.
Once you approve a job, payment is released. We strongly encourage homeowners to inspect work thoroughly before approving. If a serious issue is discovered shortly after approval, contact us and we'll review on a case-by-case basis.
Yes — in fact, many issues can be resolved through direct communication via the platform messaging system. If that doesn't work, raising a formal complaint escalates it to our team.
If you're not satisfied with the outcome of our mediation, you can contact us at complaints@landoro.co.uk for a senior review. You also retain your statutory consumer rights.
Learn More About How Landoro Protects You
How We Verify Tradespeople
Our 5-step vetting process for identity, insurance, qualifications, and track record.
Read more →Homeowner Protection
Escrow payments, dispute resolution, and support from booking to completion.
Read more →Verified Reviews
Every review is linked to a real completed job. No fakes, no paid testimonials.
Read more →Problems Resolved, Not Ignored
Escrow-protected payments, formal mediation, and fair outcomes for everyone.
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