Complaints Policy

Last Updated: 6 October 2026

MyHomelyHub is committed to providing a fair, transparent and professional online marketplace for homeowners, customers and service providers.

We recognise that, from time to time, users may be dissatisfied with a service, interaction, transaction, platform decision or another user.

This Complaints Policy explains:

• how complaints can be raised;
• how complaints will be reviewed;
• what information may be required;
• expected response times;
• how disputes between users are handled;
• what action MyHomelyHub may take; and
• how complaints may be escalated.

Our aim is to deal with complaints promptly, fairly and consistently.

This Policy applies to complaints relating to:

• the MyHomelyHub website or platform;
• homeowner or customer accounts;
• service provider accounts;
• job postings;
• quotations;
• bookings;
• subscriptions;
• payments processed through the platform;
• communication between users;
• reviews and ratings;
• service provider profiles;
• verification processes;
• account restrictions or suspensions;
• conduct of users;
• suspected fraud or misuse;
• customer support;
• technical issues; and
• decisions made by MyHomelyHub.

This Policy may also apply where a homeowner raises a complaint regarding a service provider, or where a service provider raises a complaint regarding a homeowner.

MyHomelyHub operates as an online marketplace connecting homeowners and customers with independent service providers.

Unless expressly stated otherwise, MyHomelyHub is not the provider of the trade, repair, maintenance or other service carried out by an independent service provider.

This means that, in many cases, the contract for the actual service is between the homeowner or customer and the service provider.

Where a complaint relates to the quality, delivery, pricing or completion of work, we would normally expect the parties involved to attempt to resolve the matter directly in the first instance.

However, MyHomelyHub may assist with communication, review evidence and take appropriate platform action where necessary.

We aim to handle complaints in accordance with the following principles:

• Fairness – both parties will be given a reasonable opportunity to explain their position;
• Impartiality – complaints will be reviewed as objectively as possible;
• Transparency – we will explain our decisions where appropriate;
• Proportionality – any action taken will reflect the seriousness of the matter;
• Confidentiality – complaint information will only be shared where reasonably necessary;
• Consistency – similar complaints will be handled using consistent principles;
• Timeliness – complaints will be dealt with as promptly as reasonably possible.

Complaints should be submitted to MyHomelyHub through the appropriate support or complaints channel.

Complaints may be submitted by:

• email;
• the MyHomelyHub account portal;
• the relevant job or booking page;
• the platform messaging system; or
• any dedicated complaints form made available.

Complaints Email:
complaints@myhomelyhub.com

To help us investigate the matter efficiently, users should provide as much relevant information as possible.

This may include:

• your full name;
• email address linked to your account;
• job or booking reference;
• name of the other user involved;
• date of the incident;
• description of the complaint;
• relevant photographs;
• screenshots;
• invoices;
• quotations;
• messages;
• receipts;
• payment records;
• completion evidence; and
• details of any steps already taken to resolve the matter.

A homeowner or customer may raise a complaint regarding a service provider where there are concerns relating to matters including:

• poor quality workmanship;
• incomplete work;
• failure to attend;
• unreasonable delays;
• damage caused during work;
• pricing disputes;
• behaviour or conduct;
• communication;
• misleading information;
• insurance or qualification concerns;
• safety concerns;
• suspected fraud;
• failure to honour agreed terms; or
• misuse of the MyHomelyHub platform.

Where appropriate, we may ask the service provider to respond to the complaint and provide supporting evidence.

Service providers may raise complaints regarding homeowners or customers, including where there are concerns relating to:

• non-payment;
• abusive behaviour;
• unreasonable conduct;
• misleading job descriptions;
• refusal to provide agreed access;
• cancellation issues;
• false complaints;
• fraudulent activity;
• attempts to avoid agreed payment;
• inappropriate reviews; or
• misuse of the MyHomelyHub platform.

Where appropriate, the homeowner or customer may be asked to respond and provide supporting evidence.

Where it is safe and appropriate to do so, we encourage users to attempt to resolve disputes directly before escalating the matter to MyHomelyHub.

This may include:

• discussing the issue clearly;
• agreeing remedial works;
• arranging a return visit;
• correcting an invoice;
• agreeing a revised completion date;
• arranging a partial refund;
• agreeing further work; or
• reaching another reasonable resolution.

Users should communicate professionally and retain written records of any agreed resolution.

Where a complaint concerns workmanship, we may consider evidence including:

• photographs before and after the work;
• videos;
• the original job description;
• agreed scope of works;
• quotations;
• invoices;
• completion photographs;
• messages between the parties;
• inspection reports;
• third-party assessments; and
• evidence of any remedial work offered.

MyHomelyHub is not normally qualified to make technical determinations regarding specialist trades and may request independent evidence where necessary.

We may also encourage the service provider to return and inspect or rectify the work where reasonable.

Where a complaint involves payment, users should provide appropriate supporting information.

This may include:

• the agreed quotation;
• invoice;
• payment receipt;
• bank or payment confirmation;
• refund correspondence;
• job completion evidence; and
• any agreed changes to the original price.

Where payments have been made directly between users outside the MyHomelyHub payment system, our ability to intervene may be limited.

Where payments have been processed through a third-party payment provider, the provider's own dispute procedures may also apply.

We may ask either party to provide evidence to support their position.

Evidence should be:

• relevant;
• clear;
• accurate;
• unedited where possible; and
• supplied within any deadline provided.

Providing false, misleading, altered or fabricated evidence may itself constitute a breach of MyHomelyHub's Terms and Conditions.

We aim to acknowledge formal complaints within 2 working days.

The acknowledgement may confirm:

• that the complaint has been received;
• any further information required;
• the complaint reference;
• the next stage of the process; and
• an expected review period.

We aim to provide an initial outcome within 10 working days where reasonably possible.

More complex complaints may take longer where:

• evidence is still outstanding;
• several parties are involved;
• specialist advice is required;
• fraud is suspected;
• third-party providers are involved; or
• additional investigation is required.

Where there is a delay, we may provide an update where appropriate.

Where necessary, we may contact the other party involved in the complaint.

They may be provided with sufficient information to understand and respond to the allegations.

This may include:

• the nature of the complaint;
• supporting photographs;
• relevant messages;
• transaction information; and
• evidence provided by the complainant.

We will avoid sharing unnecessary personal information.

Following review, MyHomelyHub may determine that:

• no further action is required;
• the matter should be resolved directly between the parties;
• further evidence is required;
• a service provider should return to inspect or rectify work;
• a refund or partial refund should be considered;
• a review should be amended or removed;
• a warning should be issued;
• an account should be restricted;
• an account should be temporarily suspended;
• an account should be permanently removed;
• verification status should be removed;
• a profile should be amended;
• a payment dispute process should be followed; or
• the matter should be referred to an appropriate authority.

The appropriate outcome will depend upon the individual circumstances.

MyHomelyHub does not automatically guarantee refunds or compensation for disputes between homeowners and independent service providers.

Where MyHomelyHub operates payment or dispute functionality, any refund may be subject to:

• the relevant booking terms;
• the payment provider's rules;
• evidence supplied;
• whether work has been completed;
• whether remedial work has been offered;
• contractual terms agreed between the parties; and
• any applicable consumer rights.

Any platform fees or subscription charges will be handled in accordance with the relevant MyHomelyHub Terms and Conditions.

Certain matters may require immediate escalation.

This includes allegations involving:

• threats of violence;
• safeguarding concerns;
• theft;
• fraud;
• deliberate property damage;
• serious health and safety concerns;
• harassment;
• discrimination;
• criminal activity; or
• immediate risk to an individual.

Where there is an immediate danger, users should contact the police or emergency services directly.

MyHomelyHub may suspend an account while a serious matter is investigated.

We understand that users may be frustrated when making a complaint.

However, abusive, threatening or unreasonable behaviour towards MyHomelyHub staff or other users will not be tolerated.

This includes:

• threats;
• harassment;
• discriminatory language;
• excessive abusive communications;
• intimidation;
• personal attacks; and
• knowingly false allegations.

Where such behaviour occurs, we may restrict communications, suspend an account or take other appropriate action.

MyHomelyHub takes genuine complaints seriously.

However, complaints must not be used to:

• avoid legitimate payment;
• unfairly damage another user's reputation;
• threaten a service provider;
• pressure another party into providing free work;
• obtain an unjustified refund; or
• manipulate reviews or ratings.

Where we reasonably believe that a complaint is fraudulent, malicious or deliberately misleading, we may take action against the account involved.

A complaint does not automatically result in a review being removed.

However, we may temporarily hide, moderate or remove a review where:

• it contains defamatory or unlawful content;
• it includes personal information;
• it is abusive;
• it contains threats;
• there is evidence that it is fraudulent;
• it does not relate to a genuine interaction; or
• it otherwise breaches our review rules.

Users must not threaten to leave negative reviews in order to obtain money, free services or other benefits.

Where we believe there is a significant risk to other users or to the platform, we may temporarily suspend or restrict an account while a complaint is investigated.

Suspension does not automatically mean that the complaint has been upheld.

Where a user repeatedly raises complaints that have already been fully investigated without providing new evidence, MyHomelyHub may decline to reopen the matter.

We may also limit communications where complaints become repetitive, abusive or unreasonable.

If you disagree with the outcome of a complaint, you may request a review.

Requests for review should normally be submitted within 14 days of the complaint outcome.

The request should explain:

• why you believe the decision was incorrect;
• what information you believe was overlooked; and
• whether you have any new evidence.

An escalation may be reviewed by a different member of the MyHomelyHub team where reasonably possible.

The outcome of an escalation will normally represent MyHomelyHub's final position.

Nothing in this Complaints Policy removes or limits any rights a consumer may have under applicable law.

Homeowners may have statutory rights in relation to services provided by a service provider.

Users should obtain independent advice where necessary.

MyHomelyHub cannot provide legal advice.

Where appropriate, parties may consider using an independent dispute resolution, mediation or Alternative Dispute Resolution service.

MyHomelyHub may recommend that users consider independent mediation where a dispute cannot reasonably be resolved through the platform.

Participation in any external dispute process may be subject to the rules of the relevant provider.

Nothing in this Policy prevents either party from seeking independent legal advice or pursuing a legal remedy where appropriate.

MyHomelyHub's internal complaints process is not intended to replace the courts, law enforcement bodies, regulators or statutory dispute procedures.

Complaint information will be handled confidentially where reasonably possible.

Information may nevertheless be shared where necessary with:

• the other party to the complaint;
• payment providers;
• insurers;
• professional advisers;
• regulators;
• law enforcement agencies;
• fraud prevention services; or
• other organisations where disclosure is legally required or reasonably necessary.

Personal information collected as part of the complaints process will be handled in accordance with the MyHomelyHub Privacy & Personal Data Policy.

Complaint records may be retained where necessary for:

• dispute resolution;
• legal compliance;
• fraud prevention;
• quality control;
• account enforcement; and
• defence of legal claims.

We may use complaint information to help improve MyHomelyHub.

This may include identifying:

• recurring service issues;
• platform problems;
• fraudulent behaviour;
• problematic providers or customers;
• areas where policies need improving;
• support training requirements; and
• opportunities to improve platform safety.

Where possible, information used for analysis may be aggregated or anonymised.

We may amend this Complaints Policy from time to time.

The latest version will be published on the MyHomelyHub website.

Where appropriate, users may be notified of significant changes through their account, email or the platform.

If you wish to make a complaint or ask a question about this Policy, please contact:

MyHomelyHub
MyHomelyHub Ltd
71-75 Shelton Street, Covent Garden, London WC2H 9JQ

Complaints Email: complaints@myhomelyhub.com

Website: www.myhomelyhub.com

Please include as much relevant information as possible so that we can investigate your complaint efficiently.