fixbg.uk does not pretend disputes never happen. The platform exists partly to make the response to disputes clearer. This page sets out who can complain, what counts as serious, what evidence we ask for, the trader’s 14-day remedy window, and what happens if the matter is not resolved.
Anyone who hired a fixbg.uk-listed tradesman after the date of their listing. We act on complaints from the actual customer, with the actual contract, invoice or written communication that defined the job.
You do not need to be a paid reader to complain. The complaints route is open to anyone the listed trader has done work for through fixbg.uk.
A serious complaint may include:
Incomplete work. Money taken, work started or never started, work then abandoned without justification.
Abandonment of the job. The trader stops engaging and will not return.
Major deviation from agreed scope. The contract or quotation specified one thing, the work delivered another, and the gap is real.
Failure to remedy a material defect. Something is wrong with the finished work and the trader will not put it right.
Conduct that causes serious financial or practical harm to the customer. Damage to the structure, dangerous workmanship, abuse of trust around your home or your money.
Not every disagreement qualifies. The following will not automatically trigger suspension:
Differences of taste. Aesthetic regret about choices you signed off on.
Changing expectations after the agreement. Scope drift you wanted but did not put in writing.
Disputes outside the agreed scope. Work not in the original contract.
Vague dissatisfaction with no concrete issue. A bad feeling without an identifiable problem.
Enough for us to confirm the work happened, what it was supposed to be, and what went wrong:
3.1 Your name, your phone number, the address where the work happened.
3.2 The contract, quotation, or written communication that defined the job. WhatsApp messages count if they show the agreed scope and price.
3.3 The invoice or proof of payment.
3.4 Photographs of the work as delivered, where relevant.
3.5 A short written account of what happened.
Many Bulgarian trade jobs run on a handshake and a price quoted by phone. We treat WhatsApp threads, voicemail, and the customer’s clear recollection of what was agreed as legitimate evidence, weighed accordingly.
4.1 If the complaint appears serious and credible, we notify the trader and give them 14 calendar days from notification to respond and, where reasonable, remedy the problem.
4.2 If the issue is reasonably resolved within the 14-day window, no suspension follows. We may publish a short summary of the complaint and the resolution where this is in the public interest.
4.3 If the trader does not respond, refuses to engage, abandons the matter, or fails to resolve a serious and credible complaint, fixbg.uk may suspend that trader from receiving new enquiries through the platform.
4.4 fixbg.uk may also publish a summary of the complaint and the trader’s response (if any) where this is in the public interest.
fixbg.uk is not the contractor and is not a party to the building contract between trader and customer. The role of the site is to make introductions, document selected work, publish reviews, and control who receives future enquiries through the platform.
Suspension from fixbg.uk is editorial: it removes the trader from our list. It does not constitute a legal finding, it does not award compensation, and it does not stop the trader from operating elsewhere.
If you want a regulator’s decision or financial recovery rather than (or in addition to) the platform-level outcome, the routes are:
KZP, Bulgarian Commission for Consumer Protection. kzp.bg. The consumer-protection regulator. Free.
A licensed Bulgarian advokat. For contract or tort claims, especially over €5,000 in value, where civil-court proceedings are realistic.
Your insurer. If you took out home or building insurance that covers the work.
If you want to raise a concern about how fixbg.uk handled your data during a complaint, KZLD (the Bulgarian data-protection regulator) at cpdp.bg is the route, though they handle data, not trade-quality issues.