If Something Goes Wrong
SpainTrades connects customers with tradespeople and provides tools to help the process go smoothly. This guide explains what to do if something doesn't go as expected, and what we can and cannot do to help.
First Steps If You're Not Happy
If a job hasn't gone as expected, the first step is always to communicate directly with the tradesperson. Use the Platform Message thread in your Quotes inbox — having everything in writing is important if you need to escalate later.
Be specific about what is wrong and what you would like to happen. Most tradespeople will want to address a genuine issue — a poor outcome is bad for their reviews and their reputation on the platform. Keep the tone factual and constructive.
Contacting SpainTrades for Help
If direct communication doesn't resolve the issue, or if you feel uncomfortable raising it with the tradesperson directly, contact us through the Support section of your dashboard or by emailing hello@spaintrades.es.
Please include: your quote request ID, a clear description of the problem, and any supporting evidence (photos, message screenshots, quotes). The more specific you can be, the more effectively we can act.
What SpainTrades Can Do
SpainTrades can:
- Review the message thread and evidence you provide
- Contact the tradesperson on your behalf to request a response
- Suspend or remove a tradesperson who has repeatedly failed customers or breached our terms
- Remove your personal contact details from the tradesperson's view once a dispute is raised
- Provide a record of platform communications for use in a formal complaint
What SpainTrades Cannot Do
SpainTrades is a directory platform — we are not a party to the contract between you and the tradesperson. We cannot:
- Order a tradesperson to refund money or redo work
- Enforce a verbal or written agreement between you and a tradesperson
- Compensate you for poor workmanship or property damage
- Act as a court, formal mediator, or insurer
For financial or legal disputes, you will need to pursue the tradesperson directly or through formal channels (see below).
Leaving a Review
If you've had a genuinely poor experience, leaving an honest review is one of the most useful things you can do — it helps future customers make informed decisions and signals to the tradesperson and to us that standards matter.
Reviews are moderated by our admin team before publication. We check that they comply with our guidelines — we do not remove negative reviews that are honest and factual. The tradesperson cannot access your personal contact details when you leave a review.
External Recourse in Spain
If you need to pursue a dispute formally, the following options are available:
- OMIC (Oficina Municipal de Información al Consumidor) — your local town hall's consumer advice office. Free, accessible, and a good starting point for most disputes
- Arbitraje de Consumo — Spain's consumer arbitration system. Free, binding, and faster than courts for disputes typically up to €3,000
- Civil court — for larger disputes, a solicitor experienced in construction contracts can advise on your options
- Insurance claim — if the tradesperson holds public liability insurance, you may be able to make a claim directly through their insurer
Always keep copies of written quotes, invoices, photos of the work, and all message correspondence. These are essential if you need to escalate beyond SpainTrades.