Complaints and Mediation Procedure

Mistakes, misunderstandings, miscommunications and disagreements. They happen. In any profession, not just with tradespeople.

For any disagreement with a HomeForce accredited tradesperson we recommend that you try, initially, to resolve the matter with them directly.

If a course of action, that is mutually acceptable, cannot be agreed upon then HomeForce offers a free, structured complaints and mediation procedure.

When using this service all parties must agree to the following “Rules of Engagement”:

  1. Maintain an open mind and accept that a two people’s perspective of the same situation may differ.
  2. Adhere to legal governance.
  3. Understand that HomeForce will offer suggestions to achieve a resolution but are unable to impose an outcome on either customer or tradesperson.
  4. Address HomeForce staff in a respectful manner.
  5. Accept that a compromise solution, that may not be the perfect solution for either party, may have to be agreed upon.

Either party may opt out of the mediation process at any stage.

A mediation service is also available from Scottish Mediation Services (

If you believe any tradesperson has acted in a deliberately negligent, dishonest or illegal manner we recommend contacting Trading Standards (CLICK HERE)

Download our Complaints Form or call us on 0131 315 0000 to discuss the matter

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