Trust & limits

Provider standards

These are the criteria we aim to apply when deciding which independent provider receives an enquiry. They describe our approach — they are not a guarantee about any individual job.

Criteria we look for

• Relevant experience repairing and servicing hot tubs and spas.
• Clear coverage and contact details for the Scarborough area.
• Appropriate insurance and competence evidence where applicable to the work.
• Transparent communication about diagnosis, call-out and next steps.
• Careful use of your data — only for responding to your enquiry.

What we expect after we pass an enquiry

• The provider contacts you to discuss the fault and possible next steps.
• They set out their own availability, approach and any charges before work.
• They agree and contract any inspection or repair directly with you.

Complaints and removal

If you tell us a provider was unresponsive or that something went wrong, we take that seriously. Repeated non-response or substantiated complaints can lead to a provider being removed from routing. We cannot, however, resolve a contractual dispute between you and a provider — that is between the two parties to the work.

Honest limits

• We do not certify, employ or supervise providers.
• We do not guarantee a repair outcome, a price or a response time.
• We do not verify every claim a provider makes about their own business.
• Meeting our routing criteria is not a warranty of the work performed.

Have a fault to report? Describe the fault or readhow the enquiry service works.