Complaints Procedure
How to complain, what happens next, and how long each step takes. We would rather hear it than not.
Last updated 13 September 2026
1 How to complain
Email hello@hyperlocalservice.com with the job reference if you have one. A job reference looks like HY-26-ABCDE and is on every message we have sent you about the job.
Tell us what happened, when, and what you would like us to do about it. You do not need to use any particular form of words.
2 What happens next
| Step | When |
|---|---|
| We acknowledge your complaint and give it a reference | Within 1 working day |
| We look at the record of the job, which includes every message and every state change, and speak to the tradesperson where relevant | Within 5 working days |
| We write to you with our findings and what we propose to do | Within 10 working days |
| If we need longer, we tell you why and give you a date | Before day 10 |
The history of a job cannot be edited after the fact, by us or by anyone else. That is deliberate, and it means an investigation looks at what actually happened rather than at what somebody remembers.
3 What we can and cannot do
What we can do
- Find and fund a different tradesperson to put right work arranged through us.
- Withhold or reverse our commission on the job.
- Suspend or permanently remove a tradesperson from the platform.
- Report a safety concern to the relevant certification scheme.
- Give you the full record of the job to use in your own claim.
What we cannot do
We cannot compel an independent tradesperson to return to your property, and we cannot settle a dispute about the price of work you agreed directly with them. Hyper is an introducer, not the contractor.
4 If you are still not satisfied
- Gas work. Gas Safe Register, 0800 408 5500.
- Electrical work. The tradesperson's scheme, being NICEIC, NAPIT or ECA. Each runs its own complaints process.
- Consumer advice. Consumerline on 0300 123 6262, which is the Northern Ireland consumer advice service.
- Data protection. The Information Commissioner's Office, 0303 123 1113.
- A claim. You can take a claim to the small claims court in Northern Ireland. The record of the job is available to you for that.