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Resolution Access & Process Guide

This document was released on the 26th September 2026. This is version 1.1.

Declaration of interested

Trusted Payments and the Dispute Resolution Ombudsman (DRO) share directors. The DRO’s decision making is kept separate from Trusted Payments. Every case is decided by the DRO’s legally qualified case handlers and decision makers, and no one from Trusted Payments takes part in, or can influence, any decision.

Who Can Use This Process

Homeowners and trades can both use this process. It is free for both: Ombudsman fees are included in the project fee.

How Consumers Can Raise an Issue


Step 1: Raise the issue with the trade first

  • Contact the trade directly about the issue.
  • Record all communications. These will be used by the independent assessor. We recommend using the Trusted Payments App.
  • Allow the trade up to 45 days to put things right. If the trade has walked off the job, ceased trading or is a scam, you don’t need to wait and can escalate to the DRO straight away.


Step 2: Escalate to the Dispute Resolution Ombudsman

  • If the issue isn’t resolved after 45 days, contact the DRO through the App or through the DRO’s online consumer journey at disputeresolutionombudsman.org.
  • The DRO decides whether your issue falls within its scope and the terms of the warranty.
  • Trusted Payments will give the DRO the project records from the App.


When the trade tells you the work is complete

  • You have 14 days to do one of three things in the App:
  • confirm the work is complete
  • list any defects or unfinished items
  • raise a dispute
  • If you don’t respond within 14 days, the work is treated as complete.


How Trades Can Raise an Issue

Trades can escalate any of these:

  • a stage payment that hasn’t been paid
  • a stage or the completed project not being signed off
  • the Completion Payment being withheld
  • a disagreement about the work or the agreed scope
  • a consumer they believe is acting unreasonably


Step 1: Raise the issue with the consumer first

  • Contact the consumer directly about the issue.
  • Record all communications. These will be used by the independent assessor. We recommend using the Trusted Payments App.
  • Give the consumer a reasonable time to respond, as decided by the DRO.


Step 2: Escalate to the Dispute Resolution Ombudsman

  • If the consumer doesn’t respond or the issue isn’t resolved, contact the DRO through the App.
  • The DRO will review the case independently, at no charge to you.


If you haven’t been paid

  • If a payment you are owed has been outstanding for more than 14 days, you can escalate straight to the DRO through the App for an independent decision. This includes any issue with Trusted Payments itself.
  • If the consumer doesn’t respond to completion
  • If the consumer hasn’t responded 14 days after you notify completion in the App, the work is treated as complete. The Completion Payment is then released to you within a further 14 days, unless a dispute has been raised.


Your protections

  • If an issue is raised, only the payment linked to that issue is paused. Other payments continue as normal.
  • The Completion Payment is held by the DRO, not by Trusted Payments, until the project is complete and signed off.
  • The kick-off payment is protected if the trade never starts the work.
  • Warranty: cover during the works for up to 3 months, then after completion 1 year for projects of £2,500 or less (including VAT) and 2 years for projects up to £20,000.
  • A trade that doesn’t carry out a DRO decision is banned from the App.


The Resolution Process


Stage 1: Independent Assessment

  • The DRO receives all case details, including the project records from the App.
  • Both consumer and trade are asked to provide:
    • All details of the issue
    • Supporting documentation
    • Email communications


The DRO may:

  • Hold phone calls or video chats
  • Request additional information from both parties
  • Where the DRO obtains an expert or surveyor report, both parties receive a copy and can comment before a decision is made.


Stage 2: Decision

The DRO makes an independent, impartial decision. It also decides what happens to any payment in dispute, including the Completion Payment it holds.

Trade’s favour

  • No further action is required from the trade.
  • The Completion Payment is released to the trade.
  • Any stage payment the DRO decides was wrongly withheld must be paid by the consumer.

Partially in consumer’s favour

  • The trade must complete the proposed remedy.
  • The DRO decides how much of the Completion Payment is released to the trade and how much, if any, is refunded to the consumer.
  • Fully in consumer’s favour
  • The trade must complete all remedial works as specified.
  • The DRO decides how much of the Completion Payment is released to the trade and how much, if any, is refunded to the consumer.


Stage 3: Resolution Implementation

  • Whoever the decision requires to act must do so within the reasonable time set by the DRO.
  • Trusted Payments monitors completion.
  • If a trade doesn’t complete the works in that time, it is in breach unless the consumer agrees an extension.
  • If a consumer doesn’t make a payment the DRO requires, legal action may be taken to recover the money.


Stage 4: Warranty Claim (If Required)

If the trade fails to complete the DRO’s requirements, has ceased trading, has walked off the job, or is a scammer:

  • Claim assessment: the DRO assesses liability, which may include a report from an independent surveyor it appoints. Regional pricing is applied to remediation costs.
  • Payment: once the claim is authorised, payment is made within 3 working days, directly into the consumer’s bank account registered in the App. No payments are made to third parties.


Appeals and Consequences for Trades

  • A trade may appeal a DRO decision but will be suspended from Trusted Payments during the appeal. Active projects may continue and remain covered.
  • A trade that doesn’t honour a DRO decision is banned from the App. The company and its directors are added to our banned list, which is published.


Important Notes

  • Timeline: the DRO aims to provide an outcome within 4 weeks.
  • If an issue remains unresolved: notify the DRO or Trusted Payments within a reasonable time so that further action can be taken.
  • Binding decision: as a condition of using Trusted Payments, both parties agree to be bound by the DRO’s decision on payments released through the App, including the Completion Payment, and on the warranty. The DRO process is alternative dispute resolution, not arbitration. It does not affect either party’s legal rights, including the right to go to court.
  • Fraud and vexatious cases: no resolution is provided where either party is found to be fraudulent. Cases the DRO considers vexatious will not be investigated.


What You Need to Provide

Consumers

  • Evidence of initial contact with the trade
  • Documentation and photos of the issue
  • Project records from the App
  • All communications with the trade


Trades

  • Evidence of initial contact with the consumer
  • The agreed quote, scope and milestones, and any variations recorded in the App
  • Stage completion records, photos and payment requests from the App
  • All communications with the consumer

Contact Information

Dispute Resolution Ombudsman: contact the DRO through the App or the online consumer journey at disputeresolutionombudsman.org. You can also email [email protected] or call 0333 241 3209 (Monday to Friday, 9am to 5pm).

Trusted Payments: [email protected]