Discovering that work has been done poorly is deeply frustrating. But you have real legal rights, and there is a clear process to follow. Acting calmly and systematically gives you the best chance of getting the issue resolved — either by the tradesperson putting it right, or through formal channels if they refuse.
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Find a tradesperson — freeYour rights under the Consumer Rights Act 2015
Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, using satisfactory materials, completed within a reasonable time, and at a reasonable price if not agreed in advance. If the work does not meet these standards, you have the right to ask the trader to redo or fix it — and if they cannot, you may be entitled to a price reduction or a full or partial refund.
If a trader carries out a service negligently, the Consumer Rights Act 2015 gives you a clear right to have it put right at no additional cost to you.
— Citizens Advice Bureau
Document everything immediately
Before doing anything else, take detailed photographs and video of the problem. Note the date the work was completed, what specifically is wrong, and how it differs from what was agreed in your quote or specification. Keep all written communications — texts, emails, invoices, and receipts. This evidence is critical if the dispute escalates.
Raise the issue in writing with the tradesperson
Contact the tradesperson in writing — email is preferable to a phone call because it creates a record. Describe the problem clearly, reference what was agreed, attach your photographs, and state what you want: either the work to be remedied within a reasonable timeframe, or a reduction in price. Give them a fair deadline — 14 days is typically reasonable for minor work.
Do not withhold final payment without legal basis
If you have already paid in full, you cannot simply demand money back without a legal basis. If payment is outstanding, you may be able to withhold it, but get advice from Citizens Advice first to understand your position.
Escalate through trade associations and ADR
If the tradesperson is a member of a trade body — such as the Federation of Master Builders, Checkatrade, or Trustatrader — contact that body. Many have formal complaints procedures and can mediate disputes. The government-approved Alternative Dispute Resolution (ADR) schemes exist for exactly these situations and are often faster and cheaper than court action.
Small claims court as a last resort
If the tradesperson refuses to engage, the small claims court (Money Claims Online in England and Wales) allows you to claim up to £10,000 without a solicitor, for a modest fee. The court process is straightforward, and having documented evidence — photos, written communications, and a clear timeline — substantially improves your chances of success.
- Document problems immediately with photos and dates
- Raise issues in writing, not just verbally
- Contact their trade association if they have one
- Use ADR before going to court
- Check your home insurance — some policies cover legal expenses