Silence from Checkatrade Sparks Transparency Concerns
CPB to speak directly with traders and consumers amid rising concerns over the platform’s reliability and accountability
WESTMINSTER, UK, July 09, 2025 – The Consumer Protection Bureau (CPB) has escalated its inquiry into Checkatrade, one of the UK’s most prominent online directories for vetted tradespeople, after the platform failed to respond to a formal proposal for an independent audit aimed at strengthening consumer protection and verifying its trader vetting processes.
In March 2025, CPB wrote directly to Checkatrade CEO Jambu Palaniappan, proposing a detailed third-party audit to review how the platform selects, monitors, and certifies the reliability of traders listed on its site. Budgeted at £35,000 to cover compliance evaluations, trader sampling, consumer feedback analysis, and regulatory benchmarking – the proposed audit was designed to reinforce public trust and support Checkatrade’s market leadership.
More than four months later, Checkatrade has still not issued any response – a silence CPB has labelled “concerning and deeply irresponsible.”
“We made a credible and transparent offer to help Checkatrade enhance its accountability and reputation,” said Yousouf Jhugroo, CPB Managing Director. “This wasn't a marketing pitch – it was a public interest initiative. Their lack of engagement suggests reluctance to open up their processes to proper scrutiny.”
CPB to Speak Directly with Registered Traders
As Checkatrade remains unresponsive, CPB is now taking the unprecedented step of engaging directly with tradespeople listed on the platform to gain insight into its internal practices. Key areas of inquiry will include:
- Fees paid by traders to join or advertise on the platform
- Verification processes before and after registration
- Complaint handling procedures when disputes arise
- Checks on reviews and ongoing performance monitoring
CPB will also gather statements from consumers who have used Checkatrade to document unresolved complaints, misrepresentation issues, or financial losses.
“If Checkatrade won't be transparent, we will gather the truth from those who use and fund the system — the traders and the public,” CPB said.
A Missed Opportunity for Checkatrade
The audit, if accepted, would have examined Checkatrade’s internal processes across seven key compliance areas, including trader qualifications, complaint resolution, post-registration monitoring, and adherence to consumer protection laws. CPB also offered to provide a full audit report, actionable recommendations, and — if warranted — a consumer trust endorsement.
“Checkatrade had a chance to lead by example and stand apart from the crowd. Instead, they chose silence,” added the CPB Managing Director.
Next Actions: Independent Review and Public Disclosure
CPB will now proceed with its own independent investigation and intends to publish a public report later this year outlining the platform’s shortcomings, stakeholder experiences, and recommendations for reform. The findings will be shared with consumer rights organisations, such as Citizens Advice and Which?, as well as with relevant regulatory bodies, including Trading Standards.
You may wish to check what have been published about checkatrade
Consumers and trades people who wish to share their experiences can contact CPB.
