Support Centre
Common questions, direct answers.
Frequently asked
If you can't find what you're looking for, drop us a line at support@comparebuilders.com. A human reads every email.
Is it really free for homeowners?
Yes, and always. We make money from the builder you appoint, not from you submitting a project. Charging consumers anything at the comparison stage cuts completion rates by half and undermines the trust we're trying to build.
How are builders matched to my project?
We invite verified builders whose trade, area and capacity fit your job. Those who put themselves forward are ranked on their Trust Portfolio: our checks, proof of their work, their reviews and their record with us. Never on who pays most. You pick up to three to quote, and you appoint the one you want. The quote is the builder's price for your work, agreed directly with you.
Will I be cold-called by lots of builders?
No. Tradespeople you haven't selected never see your contact details. Your chosen tradespeople quote through the platform, and only the tradesperson you appoint gets your contact details. You'll always know exactly who has access.
What does verified mean?
Eight independent checks: Companies House, public liability insurance (minimum £2m: certificate checked at onboarding and at each renewal, expiry tracked), VAT registration, trade-body memberships cross-referenced against published registers, our Reputation & Trust Portfolio (photo-verified work, public reviews and rated Compare Builders jobs), the principal's right to work, recorded once their identity is verified (each builder's verification page shows whether it has been recorded), government photo ID and a live selfie from the principal (since 5 October 2026 the principal can do this online through our ID verification partner, which also checks the document, the face match and liveness; a clean result can confirm their identity without a person, and anything else goes to our team), and an independent financial-standing check on the company. Re-verified every year. Every verified builder has a public verification page at /verify/CB-XXXXX that anyone can audit.
How long does matching take?
Interested builders typically appear within a day or two of invites going out. We keep inviting in waves until there's a strong shortlist. Most projects go from submission to an appointed builder in about a week, and you'll get an email at each step.
What happens if no builder comes forward?
Occasionally a project doesn't fit any verified builder's current capacity or scope. If that happens we'll tell you honestly and suggest next steps, such as widening the area, adjusting the brief or timing, rather than leave you guessing.
What about my privacy?
Your contact details go only to the tradesperson you appoint. Before you appoint, tradespeople see the trade, postcode area, budget bracket, timeline, readiness, your description and any photos or plans: enough to quote intelligently, never enough to bypass the platform. On jobs we estimate at over £150k, the tradespeople you pick to quote also get your address, for a site visit our team arranges. We hold your data per UK GDPR; see the privacy policy for full detail.
What happens if my builder takes a deposit and does not do the work?
Tell us straight away, at info@comparedatagroup.com. The contract for the work is between you and the builder, so the money claim is against them. We cannot recover it for you and we cannot pay it on their behalf. Do not wait for us before using the routes below. Some of them have time limits. What we do is act on the builder's place on the platform. A director reviews every complaint, asks both sides for what they can show, and decides whether the builder keeps their verified status. We acknowledge your complaint within two working days and give you an outcome within 20 working days. If it is going to take longer we will tell you why. Where a complaint is upheld the builder is suspended or removed, and their public verification page shows the change. We will give you the verification record we hold for that builder, and a copy of the information you submitted through the platform, which you can use in a claim. Routes open to you: your card provider if you paid by credit or debit card, the Money Claim Online service for a county court claim, Citizens Advice for guidance, and your local authority trading standards service. If you believe a criminal offence has been committed, report it to Action Fraud.
Still stuck?
Email support@comparebuilders.com with your project ID (you’ll find it on your account page) and we’ll come back within one working day.