Feedback & Complaints
Most jobs finish well. The bathroom looks the way it should, the client’s happy, and we move on to the next one. But not every project gets there — and when one doesn’t, we’d rather hear about it directly.
This page covers both. Had a good run? Tell us. Something wasn’t right? There’s a process for that too.
Leave a Review
Let others know what it was like to work with us. Your review helps the next homeowner make a more informed decision.
Make a Complaint
Here’s how to raise it properly. There’s a clear process and it gets used.
Had a Good Experience? Tell Us About It
If the reno went well, say so. Not because we need the ego boost — the next homeowner searching for a renovator is going to do the same research you did before picking up the phone. What they find matters.
Google and Product Review are the best places to leave a public review. Independent, easy to find, and actually useful to people still deciding.
Or use the form below.
Not Happy? Here’s How We Handle It
A complaint isn’t something to manage or talk around. If something went wrong on your job, the process below is how it gets looked at properly.
All tradespeople on the platform are licenced. That licencing matters here — it means there’s a formal trail if the work was substandard, and something to hold people to.
The Process
A resolution gets put to you. Return visit, remediation work, something negotiated — depends on what the investigation turns up. If the proposed outcome doesn’t work for you, the matter can go further. See the external dispute resolution section below.
Note: If nothing gets resolved through this process, your right to escalate to a state authority is always there. NSW Fair Trading, Access Canberra, QBCC. That’s not a fallback — it’s how the system is built.
Share Your Experience or Lodge a Complaint
Use the form below whether you’re leaving a review or raising a complaint. Select the relevant option at the top — the fields adjust from there.
What Happens Next
It doesn’t go to a general inbox. Someone specific picks it up — a person who knows the job type and the trade involved.
If the first review doesn’t reach a resolution, it moves up. Not sideways, not back to you to chase. There’s an escalation path and it gets used. Where work was done under a licenced contractor, home building insurance may also apply — which opens additional options depending on your state.
What resolution looks like depends on the complaint. Return inspection, remediation at no charge, a negotiated outcome. Whatever it is, the aim is something actually fair — not just a closed ticket.
Related: All tradespeople connected through Lifestyle Bathrooms carry the required licencing and insurance. See our compliance standards ›
If We Can’t Resolve It Directly
Sometimes the internal process doesn’t get there. That happens. It doesn’t mean you’re out of options.
Every client has the right to refer a complaint to an external authority. No sign-off from us needed. The relevant body depends on where the work was done:
QLD
Queensland Building and Construction Commission (QBCC)
VIC
Consumer Affairs Victoria
SA
Consumer and Business Services SA
WA
Building and Energy WA
Common Questions
How long does it take to resolve a complaint?
Acknowledgement within 1 business day. Most complaints resolved within 5–10. If it’s more involved — multiple trades, a site inspection needed, documentation to track down — it takes longer. You’ll be kept in the loop, not left guessing.
What if I'm unhappy with the finished work?
That’s a complaint. Not a matter of taste — if what was delivered doesn’t match what was agreed, there’s a process for it.
Pull together whatever documentation you have: the scope of works, photos from during the job, any messages about what was agreed. The more you can show, the clearer the assessment. Then submit the form above.
Can I leave anonymous feedback?
Yes — untick the permission to publish box and it stays internal. One thing to flag: anonymous complaints are harder to investigate fully because we can’t come back to you with questions. They’re still reviewed. Just harder to act on.
What if my complaint isn't resolved directly?
Take it to your state authority. NSW Fair Trading, Access Canberra, QBCC — they all handle renovation and building disputes. You don’t need our sign-off to use them. See the list in the External Dispute Resolution section above.
Do you respond to all reviews?
Yes. Including the negative ones — maybe especially the negative ones. If something went wrong and someone took the time to say so publicly, the right thing to do is acknowledge it and explain what happened. Going quiet isn’t an option.
What's the difference between feedback and a formal complaint?
Feedback is general — a rating, a comment, a note on how the job went overall. A formal complaint is specific: there’s an unresolved issue with a completed job and it needs to be investigated. The form routes each appropriately depending on what you select.