How to find a reputable trader

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 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.

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 all feedback, whether positive or negative, is welcome.

All Which? Trusted Traders are thoroughly assessed, which means carrying out crucial checks. 

Once endorsed, they have to comply with a code of conduct. If they don’t, they can be suspended or removed from the scheme.

For further information, read Learn about Trusted Traders

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 avoid rogue traders

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.

Watch out for cold callers

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

Watch out for roofing scams

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.

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.

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.

Further tips on working with your trader include:

• 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 (rather than 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

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 more than 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.