Dispute Resolution Guidelines

Our members take their responsibilities under the Artisan Central Code of Practice seriously. But in the unlikely event you have an issue with a member’s work, the following guidelines may help you resolve a dispute.

Please also read Frequently Asked Questions – Customers which explains how negative feedback is handled and Working with Artisans for guidance on avoiding risks.

Artisan Central aims to remain impartial and cannot provide legal advice or undertake dispute negotiations on behalf of customers or members.

Opportunity to fix the problem

• In the unlikely event a customer encounters a problem with the work of an Artisan Central member, you should raise the problem directly with the artisan. This should happen as soon as possible.
• Establish what you think the problem is – is it to do with quality of work, time taken to complete the job, quality of materials, cost, issues with items installed, a miscommunication or misunderstanding?
• Relay details of the problem to the artisan. We recommend you follow up with a written letter or email summarising the problem(s) you have raised, what was discussed and agreed.
• Share any evidence or photographs of the problem with the artisan to ensure they clearly understand the nature and scope of the problem.
• If the artisan requests a face to face meeting or needs to see the problem in person, try to accommodate this request.
• If you feel uncomfortable about meeting the artisan alone, suggest the presence of an impartial third party – but ensure this is agreed in advance by both parties.
• Agree a date with the artisan to rectify the problem or for them to respond.
• Both parties should allow room for compromise in order to reach a resolution – this could mean meeting in the middle in terms of cost or liability.
• Both parties should try to remain polite, calm and professional throughout the process.
• Both parties can seek advice from the Chambre de Métiers, the artisan’s insurance company, the customer’s insurance company, or the artisan’s trade body.

General guidelines

• Keep written notes, including summaries of relevant conversations, dates and times these took place, copies of any correspondence and any other evidence (devis, registered letters, photographs, guarantees provided, invoices, payments made, receipts and invoices etc.).
• Most disputes can be resolved with clear and timely communication.
• Try to avoid a court case – legal redress can be lengthy and expensive for all concerned.
• Give the artisan reasonable time and opportunity to correct the problem before leaving feedback.
• Consult the original devis and check the problem is not outside the originally agreed scope of work.
• If the artisan has a complaints procedure, ask them to share it with you.
• Problems do occur – the best companies are those who actively seek to resolve problems and take customer complaints seriously – consider this when resubmitting a customer review.

No resolution reached

• If a resolution has not been reached after a reasonable length of time, the customer may ask Artisan Central to contact the member. Artisan Central will do so with the aim of helping both parties reach a resolution however it remains the member’s responsibility to find a resolution, wherever possible.
• If the situation is getting heated or a resolution seems unlikely, consider an impartial third party or professional mediator to help you reach a resolution. The artisan’s insurance company or the home owner’s insurance company may be able to provide this.
• Speak to the artisan’s insurance company and ask them to send an independent assessor to evaluate the problem and help reach a resolution.
• In the event a resolution cannot be reached, customers or members should seek professional advice. This could be home insurers, a legal advisor, notaire, the artisan’s insurance provider, trade body or Chambre de Métiers for example.

These guidelines are not a substitute for any regulation or law and do not constitute legal advice.

Artisan Central aims to respond to complaints within two days (Monday to Friday).