We take all complaints seriously. If you’re not satisfied with a service you received through Flare, please follow the process below. We aim to resolve all complaints fairly and promptly.
Raise your complaint within 48 hours of job completion. You can contact us by:
Please include: your booking reference, a description of the issue, and any photos or evidence that support your complaint.
We will acknowledge your complaint within 24 hours. Our team will review:
We aim to complete our investigation within 5 working days.
Depending on our findings, we may:
We will communicate our decision to you in writing (via email) with a clear explanation of the outcome.
If you disagree with the outcome, you may submit a written appeal within 14 days of receiving our decision. Send your appeal to support@flare.london with the subject line “Appeal — [your booking reference]”.
A senior team member who was not involved in the original decision will review your appeal. We will respond within 10 working days.
If you remain dissatisfied after exhausting our internal complaints process, you may:
If you are a tradesperson and wish to dispute a complaint outcome, deduction, or platform decision, please refer to section 10 of the Tradesperson Terms & Conditions for the appeals process.
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