Customers using 'trusted trader' sites are warned of potential risks by watchdog

The Competition and Markets Authority (CMA) has issued a warning to consumers using 'trusted trader' sites, cautioning that "that’s not always what they get".

The CMA has urged these sites to comply with their consumer obligations or risk facing a formal investigation. Trader recommendation sites are platforms that assist people in finding and contacting tradespeople such as builders, plumbers and heating specialists.

These sites often claim that those advertising have been vetted or assessed based on the quality of their work. The CMA has advised consumers not to rely solely on terms like 'trusted', 'reliable', or 'expert' to describe traders.

Instead, they should opt for a site that verifies traders by ensuring they possess the necessary licenses, insurances and certifications. The CMA also stated that these sites should have robust complaints processes and offer support in resolving disputes.

They should also monitor traders, penalise poor behaviour and remove rogue traders. Reviews should be marked as being from verified customers, and consumers should compare traders before making a decision, taking into account details such as experience, qualifications, certifications and verified customer reviews.

Hayley Fletcher, interim senior director of consumer protection at the CMA, said: "Millions of people use these sites to find a trusted and skilled trader but that’s not always what they get."

A new set of guidelines has been issued to help protect consumers from falling victim to disreputable traders on recommendation websites, explained Mike Andrews, the national coordinator for the National Trading Standards eCrime Team. He said: "We’re arming consumers with a handy set of tips to use while navigating trader recommendation sites to help them find a legitimate and reliable trader.

"We’ve also issued advice for the sector – meaning sites should be entirely clear about what they should and shouldn’t do when it comes to consumer law. Not only does this help protect consumers, it also means that the thousands of reliable and honest professionals who rely on these sites to connect with customers are competing on a level playing field.

"We expect all trader recommendation sites to carefully read the advice and review their practices. We’ll be monitoring the sector to see if more action is needed. Protecting consumers and honest business is at the heart of everything we do and we’ve welcomed the work CMA and partners have done to get this guidance in place.

"It marks the start of trader recommendation sites ensuring they vet and verify traders more carefully and take consumer complaints more seriously.

"With the guidance finalised and by following these tips, consumers can now be more confident about getting the right plumber, plasterer or roofer for the job, while genuine traders will no longer miss out on jobs that might otherwise have gone to illegitimate ones."