Trusted Payments: how it works, what it costs and whether it’s worth it

The Trusted Payments app lets homeowners pay builders in stages as work progresses, with additional protection if things go wrong. We explain how Trusted Payments works, what it costs and what you need to know before using it.

What is Trusted Payments?

• Trusted Payments is an app for managing and paying for home improvement work, such as kitchens, bathrooms, renovations and extensions.
• Rather than paying your builder large sums upfront, you can use the app to agree stages of the work and make payments as each stage is completed.
• The service includes an insurance-backed warranty and access to the Dispute Resolution Ombudsman if you cannot resolve a problem with your builder.
• Trusted Payments launched in September 2026 following a government announcement about plans to tackle cowboy builders. However, Trusted Payments is an independent company, not a government-run scheme.

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Where can I find Trusted Payments?

You can download the Trusted Payments app for free from the App Store and Google Play.

Your builder can use a web version of the service, so they do not need to download the app.

Trusted Payments is available to TrustMark-registered businesses and is being rolled out through other trade membership and trusted trader schemes.

Can you use Trusted Payments with your own builder?

If your builder does not already use Trusted Payments, you can ask whether they would be willing to sign up before agreeing to the work. However, your builder must meet the service’s approval requirements.

You can also contact Trusted Payments about getting them registered. To join, the builder will need to pay a one-off fee of £35 plus VAT on their first project.

How does Trusted Payments work?

Trusted Payments allows you to agree a payment schedule with your builder before work starts, with payments linked to different stages of your project.

Here’s how it works:

1. Agree the work and price. Get a written quote from your builder, including the scope of the work, the cost and an agreed payment schedule. Check that any Trusted Payments fees are included.
2. Set up your project. You or your builder can create the project in the app, setting out the stages of work and how much will be paid at each one.
3. Set aside the final payment. At the beginning, you pay 10% of the agreed price into an account administered by the Dispute Resolution Ombudsman. This is held until the work is completed, subject to the scheme’s terms.
4. Make an initial payment if agreed. Some builders require money upfront for materials or to book the work. Trusted Payments allows an agreed initial payment, subject to limits.
5. Approve each stage. When your builder completes a stage, they request payment through the app. You check the work before approving it.
6. Your builder receives payment. Once approved, the payment is scheduled to reach your builder at 6pm the following day. This gives you a window to cancel it if something is wrong.
7. Check the finished work. At the end of the project, check that everything has been completed, including any outstanding defects or snags.
8. Approve the final payment. Once the work is signed off, the final 10% can be released to your builder.

Payments are made directly from your bank account using Open Banking through an FCA-authorised payment provider. You cannot pay by card.

Important: When your builder notifies you that the work is complete, you have 14 days to confirm completion, identify outstanding defects or raise a dispute. If you do not respond, the work can be treated as complete and the final payment subsequently released.

You should therefore keep track of notifications in the app and check the work carefully before approving payments.

Example: Using Trusted Payments for a £20,000 kitchen

Here’s an example of how payments could work on a kitchen renovation costing £20,000.

Stage	What you pay	Where the money goes
Start of project	£2,000	Final 10% payment held until completion
Initial payment for materials	£4,000	Paid to your builder
Kitchen units fitted and approved	£7,000	Paid to your builder
Worktops and tiling completed and approved	£7,000	Paid to your builder
Final checks and sign-off	N/A	The £2,000 already set aside is released

How much will Trusted Payments cost me?

The Trusted Payments app is free to download, but there are charges for using the service.

There is a one-off project fee, which depends on how your builder joins the scheme:

How you use Trusted Payments	Project fee
With a TrustMark-registered business	£45 including VAT
Through other schemes or with your own builder	£79 including VAT

There is also a transaction fee for payments made through the app of 1% of each payment, capped at £4 per transaction.

Trusted Payments says the service fee is normally included in your builder’s quote, but you should check whether transaction fees are included or charged separately.

For wider budgeting advice, see our guide to planning and managing home repairs and improvements.

What does the Trusted Payments warranty cover?

Projects paid for through Trusted Payments include an insurance-backed warranty. which can provide protection if your builder fails to resolve problems with the work.

Trusted Payments says the warranty can also provide cover if your builder:

• Walks off the job before it is finished.
• Stops trading or goes out of business.
• Turns out to be a scammer.
• Fails to carry out work required following an Ombudsman decision.

However, you are not automatically entitled to a payout if something goes wrong. Claims must meet the warranty conditions and follow the scheme’s dispute resolution process.

How long does the Trusted Payments warranty last?

1. During the work: up to three months’ cover.
2. After completion: 1 year after competition for projects below £2,500. Up to two years for projects from £2,500 to £20,000.
3. Financial limit: Currently, cover is up to £20,000.

What isn’t covered by the Trusted Payments warranty?

Not every problem will be covered. Exclusions include normal wear and tear, problems caused by failing to follow maintenance requirements and issues covered by an existing product warranty.

Payments made outside the app are also excluded from the Trusted Payments warranty. This means that if you pay your builder directly, for example by bank transfer outside the scheme, that money will not receive the same protection.

You should also check the warranty’s financial limit, particularly for larger projects where the total cost could exceed the cover available.

Read the full Trusted Payments warranty terms before signing up, including the exclusions, time limits and claims process.

Before starting any building work, it’s important to choose a reliable builder. Find quality local builders through our Find a Builder service, in partnership with the Federation of Master Builders.

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What happens if something goes wrong?

If you have a problem with the work, Trusted Payments provides access to the Dispute Resolution Ombudsman (DRO).

The process generally works as follows:

1. Raise the problem with your builder. Explain what is wrong and record the issue in the app. Keep photographs and copies of messages.
2. Give your builder an opportunity to resolve it. You will normally need to allow up to 45 days for the problem to be put right.
3. Refer the dispute to the Ombudsman. If the issue remains unresolved, you can escalate it to the DRO, which will assess the evidence and determine an outcome.
4. Follow the decision. The Ombudsman’s decision is binding on both parties under the scheme’s terms.

If your builder has walked off the job, stopped trading or is a scammer, you do not have to wait 45 days before escalating the complaint. The Ombudsman service is included in your project fee.

Trusted Payments says that if your builder won’t carry out an Ombudsman decision, the warranty will pay out instead and the builder will be banned from the app.

It also says that once a valid warranty claim has been approved, it aims to make payment within three working days. You can find more information in its resolution process guide.

How do I know my builder is reliable?

Trusted Payments works with trusted trader and trade membership schemes that check their members before letting them join, such as TrustMark, Buy with Confidence and Scottish Trusted Traders.

If your builder isn’t in one of these schemes, Trusted Payments checks them before your project can start. Those checks are repeated every year.

However, using Trusted Payments is not a substitute for checking a builder carefully before hiring them.

We recommend that you:

• Get at least three quotes.
• Ask for references and examples of previous work.
• Check relevant qualifications, experience and insurance.
• Agree the work, price and payment schedule in writing.
• Check what happens if the work is delayed or there is a dispute.

Our guide to finding good builders explains the checks to make before hiring someone.

Is Trusted Payments government run?

No. Trusted Payments was named in a government announcement in August 2026 as part of measures intended to crackdown on cowboy builders. However, it is a private company rather than a government-run service.

The announcement also included plans for a separate Home Improvement Approved Code, intended to improve standards among participating businesses. Read our news story on the government’s plans to protect homeowners from cowboy builders.

Is Trusted Payments worth considering?

Trusted Payments could be worth considering if you’re planning home improvements and want a more structured way to pay your builder as the work progresses.

The main benefits are being able to agree payment stages upfront, keep records of the work, and access a dispute resolution service and insurance-backed warranty if something goes wrong.

However, there are some important points to consider. For example, you’ll need a builder who is willing and eligible to use the scheme and you’ll need to pay the final 10% at the beginning of your project.

For larger projects, the warranty’s financial limit is particularly important. You may also want professional help checking that the work has been completed to the required standard before releasing payments.

Whether or not you decide to use Trusted Payments, choosing a reliable builder is essential. Find quality local builders through our Find a Builder service, powered by the Federation of Master Builders.

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Trusted Payments Frequently Asked Questions