Regulatory Agencies FAQs

A Primary Authority is a formal arrangement under UK law that allows a single local authority to provide assured and consistent regulatory advice to a business that operates across multiple areas. Buckinghamshire and Surrey Trading Standards had a direct Primary Authority partnership with Vetted Limited who trade as Checkatrade. You can find details here: PA Register 

Checkatrade operates nationally and engages with a wide range of enforcement bodies. By having a Primary Authority, we benefit from consistent, expert advice that applies across all regions, reducing the risk of conflicting regulatory approaches and ensuring that our compliance is both robust and nationally recognised.

Police enquirers should contact their SPOC.

In the first instance, Trading Standards regulators should consult the Primary Authority. Buckinghamshire and Surrey Trading Standards is best placed to review and coordinate any regulatory or enforcement enquiries related to Checkatrade. All regulators are welcome to contact Buckinghamshire and Surrey to discuss enquiries related to Checkatrade

Agencies can contact Buckinghamshire and Surrey County Council Trading Standards directly in relation to Checkatrade matters - details can be located on the Primary Authority Register or by contacting their business advice helplines:

Email: business.advice@surreycc.gov.uk 

Phone: 0300 123 2329

Primary Authority Advice is guidance issued by the Primary Authority that has formal status under UK law. Agencies must take this advice into account when considering action against Checkatrade, and Checkatrade is entitled to rely on it in its operations.

We are committed to working constructively with enforcement and regulatory authorities. However, in order to protect the integrity of our platform, our members, and consumers, we require that all enquiries are made on a legitimate legal basis. When making an enquiry, Agencies must ensure that: 

• Correct Legal Authority – The request is made under the appropriate statutory powers or legal framework (e.g. a Production Order, Investigatory Powers Act (IPA) request, or Data Protection Act (DPA) provision). 

• Clear Justification – The request includes sufficient detail of the reasons for the enquiry, demonstrating a legitimate and proportionate basis. 

• Specificity – The request must be targeted, relevant, and focused on a clearly identified matter. Broad or speculative “fishing expedition” style requests will not be accepted.

Checkatrade reserves the right to refuse or decline requests that are not made on the correct legal basis, that lack a legitimate foundation, or that are disproportionate

Checkatrade is committed to cooperating fully with Enforcement and Regulatory Authorities. We aim to process your request efficiently and in a timely manner, following the appropriate procedures. When any request is received we will undertake a swift verification process – to ensure the legitimacy of the requester – and may contact you as part of that.  

We ask that you submit your request in writing to privacy@checkatrade.com citing the appropriate legislation or powers and include as much detail as possible. This helps us process and respond to you within the required timeframe. As needed, we may ask for written clarification or documentation to confirm the legitimacy of the request. 

Yes, Checkatrade will endeavour to acknowledge your request in writing within 72 hours of receipt (subject to requests submitted out of business ours or over public holidays - where we may need to extend the timeframes to reply to you). 

If we require further clarification, we will contact you in writing to confirm the scope of your request. Likewise, if your request lacks the necessary information or does not include an authorised signatory, we may ask you to resubmit it with the required details. 

We will endeavour to respond within the designated timeframe associated with the request. If no specific timeframe has been provided, we expect to respond within 30 days (but reserve the right to take longer if the matter in question is particularly complex).  

We will always endeavour to process requests made by Enforcement Agencies and Regulatory Authorities. However, we may not be able to process your request if: 

• Requests are made without the appropriate authority for us to share information. 

• The identity of the requester is unclear or not capable of being verified. 

• The request lacks sufficient information and we are not able to obtain more information from our enquiries. 

In such cases, we will reach out to explore options for resolution. 

You can find full details of the Checkatrade 12 Checks on our website. These checks are part of our commitment to ensuring tradespeople meet our high standards. You may be wondering why we say “up to” 12 checks in some of our literature – this is because not all checks are relevant or applicable to all trades, and so we make this distinction.  

More details about our review procedures, including how reviews are submitted, verified, and published, can be found on our website:

• Consumer Guide to leaving Reviews

• Reviews Guidelines for Tradespeople

If you would like to learn more about our complaints procedure, including how consumers and trades may raise a complaint, and what they can expect from the process, please visit complaints website. 

Our Privacy Notices, one for Tradespeople and one for Consumers, which detail how we collect, use, and protect personal data, can be found on our website:

• Privacy Notice - Trade

• Privacy Notice - Consumer

Company information, including our directors, registered address and other information in relation to Vetted Limited (Company Registration Number 04285394 ) can be found at Companies House. 

We understand that enforcement agencies may request information under data protection legislation. Where the request relates to a tradesperson currently or previously listed on Checkatrade (and we still hold the relevant records), we’re happy to consider it.

As the data controller, we assess each request on a case-by-case basis to determine whether there’s a lawful basis for disclosure, or whether a lawful exemption applies. We reserve the right to request that you obtain the necessary authority to disclose information under the IPA (Investigatory Powers Act 2016), DPA (Data Protection Act 2018), or any other applicable legislation.

In line with our obligations at law, we will only disclose information where the request is appropriate, proportionate, and complies with data protection principles and legislative authority.

Where we’re unable to share certain information - for example, if it’s confidential, legally privileged, or commercially sensitive - we’ll explain the reasons wherever possible

We’re unable to disclose the following types of information, due to privacy, security, operational or legal reasons:

• Visual identification or selfie images (if held)

• Proof of address (if held)

• Bank account details of our tradespeople (including sort codes, account numbers, or branch identifiers)

• Internal case notes, investigation details, or confidential correspondence

• Legal advice or internal decision-making processes

For these reasons, we’re unable to provide any of the above if requested.

If a tradesperson fails to meet our standards, we may take actions such as issuing formal warnings, requiring additional checks, placing restrictions on their profile, suspending their membership, or, removing them from Checkatrade entirely. You can find more detail in relation to this in our Deactivation and Sanctions policy. 

Tradespeople on Checkatrade are expected to handle complaints professionally and responsibly – and we recommend consumers reach out to the tradesperson directly to try and resolve their issue first.  Our How to resolve an issue with a trade guide can help with this. If they’re unable to resolve the issue directly, we ask the consumer to use the ‘How to make a Complaint’ section on our website and we’ll look into it.  

We can’t force a trade to act, but we can investigate and decide whether they continue to meet our standards for remaining on our platform. 

When complaints are made against a tradesperson, we assess the issue carefully. Depending on the severity and validity of the complaint: 

• we may initiate an investigation; 

• request further information from both parties;  

• issuing warnings or suspending membership; and  

• take appropriate action, which could include escalation to law enforcement, removal from our platform in line with our Deactivation and Sanctions policy (which you can read [here]).  

You can find more detail in relation to how complaints can be made and our approach to them in our Complaints Policy. 

Yes – we are able to provide the information we hold on file for tradespeople where legal proceedings are contemplated in line with our obligations under the DPA 2018 (Sch2 Part 1 5(3)(a)).

If a consumer believes that there is content published on Checkatrade (including reviews, trader profiles, images, or blog content) that is incorrect, defamatory, obscene, illegal, violent or otherwise inappropriate, the consumer may submit a Notice and Takedown request. They may also wish to follow our Complaints Procedure.

We signpost consumers to a wide range of options for redress on those rare occasions when things don't go to plan. . These include (but are not limited to) the following: 

1. They could consider leaving a review of the trade or making a complaint with us - via our Complaints Procedure.

2. They can speak to the Citizens Advice Consumer Helpline on 0808 223 1133 or visit citizensadvice.org.uk, where they can receive free legal advice. 

3. They could contact their bank or insurance provider to see if they can assist with retrieving funds in the event of fraud or faulty work. 

4. They could make a report to Trading Standards if they believe the trade has broken the law or acted unfairly.  

5. They could report the trade to, or contact, the trade’s governing body or accreditation provider – such as Gas Safe or NAPIT. 

6. They could consider making a claim on the tradespersons Public Liability Insurance, if this is an available option. We can assist with providing these details, or they can request them directly from the tradesperson. 

7. They could report the matter to the Police, particularly if they believe the tradesperson has acted illegally or if they feel unsafe. For more information on fraud, they can visit Action Fraud. 

8. They could consider taking legal action against the Tradesperson by making a Money Claim Online via HM Courts & Tribunals Service for small claims. 

9. They could contact the Financial Ombudsman Service, who can also offer support if they are vulnerable or experiencing financial difficulty. 

Checkatrade does not provide emergency response services and so any issues that require urgent action, might pose a threat of harm or danger, should be reported to the Police.  

Our commitment to building trust within the industry is outlined on our Trust Reporting website. Here, you can find details about our initiatives, partnerships, and ongoing efforts to ensure high standards among tradespeople.