Staying safe and resolving disputes
Everyone
Most jobs go smoothly, but it pays to know how to protect yourself and what to do if something goes wrong. Here's how to stay safe and how disputes are handled.
Staying safe
Keep your early conversations on the platform — you don't need to share your phone number or email to get quotes and ask questions. Be cautious of anyone pushing you to take things offline or pay immediately.
Never pay the full amount up front. Agree a written quote and, for larger jobs, staged payments tied to visible progress. Keep copies of quotes, messages and receipts.
If a job goes wrong
Raise it with the tradesperson first, in writing through the platform, and give them a fair chance to put it right — most issues are honest misunderstandings that get sorted with a clear conversation.
If you can't resolve it, you can report the job or the user to us. Having your messages and paperwork in one place on the platform makes this much easier to deal with.
Reporting and moderation
You can report abusive behaviour, suspected scams, or reviews that break the rules. We review reports and can suspend accounts that breach our guidelines.
We're not a party to the contract between you and the tradesperson, and we can't force a refund — but verifying trades, tying reviews to real jobs and acting on reports all help keep the marketplace honest.
FAQs
What should I do first if a job goes wrong?
Raise it with the tradesperson in writing through the platform and give them a reasonable chance to fix it. Keep a clear record of what was agreed and what's gone wrong.
Can Rank My Builder get my money back?
We can't directly force a refund, as the contract is between you and the tradesperson. We can act on reports, suspend accounts that break the rules, and the records kept on the platform help if you need to escalate.
How do I report a user or a job?
Use the report option on the relevant job, profile or review. We review reports and can take action, including suspending accounts that breach our guidelines.
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