File a Complaint Against a Home Improvement Contractor

If you have a problem with a home improvement contractor that you hired or work with you can file a complaint.

Processing and timelines for complaints against contractors are currently significantly delayed. Complaint submissions are processed in the order they are received or prioritized if public safety is a concern.

Submit Your Complaint

Filing a complaint against any contractor will not result in a monetary award for the homeowner, but it may result in disciplinary action being taken against the contractor after an enforcement hearing.  Homeowners can file a complaint against a contractor even if the contractor is not registered.

Your complaint will not be processed if you submit an incomplete form or do not include all supporting documents.

You will need to:

• Complete the online complaint form at the MA Contractor Hub.
• Include the following attachments (no more than 25 pages).
  • A brief summary of the allegations against the contractor (see M.G.L. c. 142A).
  • Copies of payments made to your contractor.
  • Up to five photographs relevant to your complaint.
  • A copy of the signed contract between you and the contractor.
  • A copy of the building application which can be found at your local building department (suggested).
• Attend the enforcement hearing, if one is scheduled as a result of your complaint.

Once submitted, you can check the status of your complaint at the MA Contractor Hub by clicking “View My Submissions.” 

Complaint Process

• After a complete submission is received through the MA Contractor Hub, complaints are reviewed for violations of the Home Improvement Contractor Act. 
• If violations are identified, the complaint is processed and scheduled for a hearing before a hearing officer.
  • The contractor will receive an email that a complaint has been filed with a copy of the complaint and the supporting documentation.
  • The contractor will have 30 days to provide a written response to the complaint.
  • The municipal building official in the city or town in which the work was performed will also receive notification of the complaint.
• A virtual hearing will be scheduled after all required materials are received and the contractor has the opportunity to respond to the complaint.
  • All parties will be notified about the hearing and have the opportunity to offer testimony. 

Hearing Process

• Due to the volume of complaints, the hearing officer will only reschedule a hearing in extenuating circumstances, and only after a written request is submitted at least 10 days or more before the scheduled hearing date.
  • All requests for continuances must be made in writing and sent to the attention of the program coordinator and state the basis for the request.
  • The request must be copied to the opposing party.
  • The hearing officer will make a written determination on the request which will be sent to both the homeowner and contractor. In most cases, the complainant/homeowner must attend the hearing for it to proceed.
  • The complainant/homeowner is invited to attend the hearing as the OCABR's witness only.
  • Contractors may represent themselves or choose to be represented by an attorney.
  • Both the complainant(s)/homeowner(s) and contractor/respondent will be given the opportunity to provide testimony on the facts, as included, in the complaint and answer questions posed by the hearing officer.
• These hearings are virtual and will generally last no more than 1.5 hours, depending on the complexity of the case.
  • The hearing officer will take all testimony into consideration, and will issue a written decision following the hearing which may include sanctions against the contractor/respondent.
  • The hearing officer will not issue a decision on the day of the hearing.
• The contractor/respondent may appeal the decision, while a complainant/homeowner cannot.

File a complaint at the MA Contractor Hub.