How to Access Resolution

Step 1: Raise Issue with the Trade First

• Contact the trade directly about any issues with the completed work
• Record all communications - these will be used by the independent assessor
• Allow the trade up to 14 days to respond to your communications
• Give them reasonable time to resolve the issues

Step 2: Raise Issue with Trusted Payments

• If the trade doesn't respond or resolve the issue, contact Trusted Payments
• TP will assess whether your issue falls within the terms and scope of the warranty
• If deemed valid, your case will be passed to the Dispute Resolution Ombudsman (DRO)

The Resolution Process

Stage 1: Independent Assessment

• The DRO (independent from Trusted Payments) receives all case details
• Both consumer and trade are asked to provide:All details of the issue Supporting documentation Email communications
• The DRO may conduct:Phone calls Video chats Request additional information from both parties

Stage 2: Decision

The DRO makes an independent, impartial decision with three possible outcomes:

Trade's Favour:

• No additional action required
• Any monies held in escrow released to the trade

Partially in Consumer's Favour:

• Trade required to complete proposed remedy
• Payment released from escrow if required

Fully in Consumer's Favour:

• Trade required to complete all remedial works as specified

Stage 3: Resolution Implementation

• The responsible party has a reasonable time to complete the required works
• Trusted Payments monitors completion
• Timeframes:Resolution must be completed within 6 months. If remediation not completed within 2 months of decision, trade deemed in breach (unless consumer agrees extension)

Stage 4: Warranty Claim (If Required)

If the trade fails to complete the DRO's requirements:

• Claim Assessment: Independent surveyor assesses liability and costs. Regional pricing applied for remediation costs

• Payment: Once claim authorised, payment made within 5 working days. Cash payment made directly to registered consumer. No payments to third parties

Important Notes

• Timeline: TP aims to provide an outcome within 4 weeks
• Final Deadline: Issues must be resolved within 6 months or consumer must notify DRO/TP
• Binding Decision: DRO decisions are final and binding on both parties
• No Alternative Resolution: The DRO arbitration is the only resolution process available

What You Need to Provide

• Evidence of initial contact with the trade
• Documentation of the issue
• Photos and project records from the App
• All communications with the trade
• Any relevant project documentation

Contact Information

To raise an issue with Trusted Payments after attempting resolution with the trade, use the contact methods provided in your Trusted Payments App.