Complaints Process

Last updated: 13 May 2026 · Version 1.0

We want to resolve problems quickly and fairly. This page sets out how to complain and what to expect from us.

When to use this process

For issues with the work itself (quality, timing, price) — your contract is with the tradesperson. Raise it with them first via the in-app messaging system. Most issues can be resolved directly.

For issues with Fix-A(I)LL (the platform, your account, billing, AI estimate, a tradesperson you can't reach via messages) — use this process.

Stage 1: Tell us about it

Email [email protected] with:

• Your name and account email
• Job reference (if applicable)
• What happened — be specific about dates, amounts, who said what
• What outcome you'd like

We aim to acknowledge within 2 business days. We aim to resolve simple complaints within 14 days and complex ones within 30 days. If we need longer (because we're investigating with a third party, for example), we will tell you.

Stage 2: Escalation

If you're not happy with our Stage 1 response, you can ask for it to be reviewed by a senior team member. Email [email protected] with "Complaint escalation" in the subject and include your original complaint reference.

Stage 3: External routes

If we have been unable to resolve your complaint, you may have the right to use external dispute resolution. Depending on the type of complaint:

• Data protection complaints: contact the Information Commissioner's Office (ICO) at ico.org.uk
• Consumer complaints: Citizens Advice provides free guidance — citizensadvice.org.uk
• Trade body complaints about a tradesperson: Gas Safe Register, NICEIC, etc., depending on the trade
• Online disputes: the EU Online Dispute Resolution platform remains accessible to UK consumers for cross-border issues
• Court action: small claims court (up to £10,000) for monetary disputes

What we keep records of

We log every complaint and our response, for at least 2 years. This helps us spot patterns and improve.

[email protected] · Open Source AI Ltd · 228 Borough Road, Middlesbrough, TS1 2EQ