Complaints & Disputes

Tell us what happened

Email enquiries@got-a-mate.com with your account email, any job or invoice reference, the issue, relevant dates and the outcome you seek. Attach only information necessary to understand the problem. Do not send card details or identity documents.

Our response

We will acknowledge the concern, explain the next steps and expected timescale, and ask for relevant information if needed. Where an investigation needs longer, we will explain the reason and keep you updated. Urgent safety concerns should be identified clearly, but immediate danger requires the appropriate emergency service.

Work supplied by a tradesperson

The independent tradesperson is responsible for the work you contract directly with them. Raise the issue with that business as well, using the agreed quotation and records. We can review platform conduct and the information recorded on the account; this does not promise reimbursement or an insurance guarantee.

Further options

Tell us if you disagree with our response. We will explain any available independent dispute-resolution route relevant to the case. This process does not prevent you from using applicable consumer rights, payment-provider remedies or the courts. Membership questions are also covered by the terms.