Checkatrade - March 2025
This week we investigate Checkatrade, a site which connects people with approved local tradespeople. Customers are encouraged to leave reviews so that others can verify their traders are genuine and perform good work. However, we have been hearing from Watchdog viewers who have used Checkatrade to find a local builder to then have disappointing experiences. They have then decided to leave a review on the website only to find that Checkatrade had deleted it a few days later.
Matt meets Matt and Coco who wanted to build an extension to their Brixton flat. The work completed was well below the standards they were expecting, so they parted ways with their builder before the work was completed. They left a negative review on the Checkatrade website and found that it was quickly taken down. When they queried it, Checkatrade claimed they had been given evidence by the builder to justify that the review was unfair.
We also meet Tina and Graham who also were let down, when building an extension, by their builder. When they went to leave a review, they saw that the business had been shut down. However, the same building company owners had opened a new page with a new name, so they left a review on that page only to also discover that the review was also taken down. Even though it was the same tradespeople, Checkatrade told them that they couldn’t leave a review with a building company they hadn’t actually employed.
We contacted Checkatrade and it said that for over 25 years, it has set the standard for vetting tradespeople, declining record numbers to uphold quality and protect consumers.
It said that Matt and Coco’s case is complex and that the tradesperson provided a significant volume of evidence which challenges the content of their review, including original architectural drawings, invoices and copies of communications with the customer. Following the trade’s detailed evidence and response, the decision, based on the extent of these inaccuracies, was taken to remove it.
In the case of Mr. and Mrs. Gater from 2022, following publication of their review, Checkatrade says it was made aware that the tradesperson had instructed solicitors in relation to allegations of false online claims about the tradesperson. Where notified of legal proceedings, it is standard practice to remove the offending material whilst the
dispute is ongoing, so as not to prejudice the interests of either party to the litigation or cause further harm.
Checkatrade said that its Ts & Cs outline that it performs checks on reviews to ensure accuracy. Checkatrade said that it only takes action to remove reviews in exceptional circumstances. Just 0.3% of reviews are removed due to a member’s request for an investigation, which Checkatrade understand is much lower than other industry platforms.
You can watch the VT here for 28 days - https://truemac.vn/iplayer/episode/m0028w1j/the-one-show-12032025?seriesId=unsliced
