Short answer
If a trader carried out a service that was not performed with reasonable care and skill, or was not completed within a reasonable time or for a reasonable price, you have statutory rights under the Consumer Rights Act 2015. You can require them to redo the work, reduce the price, or in limited circumstances claim a refund — and if they refuse, you can escalate to a small claims court.
Services include building work, plumbing, electrical work, decorating, cleaning, vehicle repair, and any other work done for payment. The Consumer Rights Act 2015 applies to services supplied by a trader to a consumer (not business-to-business contracts).
1 The rule
The Consumer Rights Act 2015 implies three terms into every contract for services between a trader and a consumer: that the service will be performed with reasonable care and skill; within a reasonable time (if no time was agreed); and for a reasonable price (if no price was agreed). A breach of any of these entitles the consumer to remedies.
"Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill."Read the official text
The right to require repeat performance is the first remedy — the trader must be given the opportunity to fix the problem before you can withhold payment or claim a price reduction.
2 What you can do now
- Document the problem
Photograph or video the defective work before any further work is done. Make a list of what is wrong, what was agreed, and what has been delivered instead. Gather the original quote, any written agreement, receipts, and before/after photos if available. Get an independent expert opinion if the defect is technical — a second tradesperson's written assessment is strong evidence.
- Notify the trader in writing and request repeat performance
Contact the trader in writing (email or letter) stating what is wrong, citing the Consumer Rights Act 2015, and requesting that they rectify the problem within a reasonable time at no additional cost. Under s.55 of the CRA 2015, this is your primary right — the trader must be given one opportunity to repeat the service. Keep a copy of all correspondence.
- Escalate to price reduction if repeat performance fails
If the trader cannot or will not repeat the performance, or if repeat performance is impossible, you are entitled to a price reduction under s.56 of the CRA 2015. The reduction can be up to 100% (a full refund) if the breach is so serious that the service has no value. You can also claim damages for consequential loss (such as the cost of temporary accommodation during defective building work, or the cost of instructing a replacement contractor).
- Send a letter before action
Before issuing court proceedings, send a formal letter before action setting out: what was agreed; what went wrong; the remedy you seek; and a deadline (usually 14 days) for the trader to respond. See the <a href="/guides/debt/letter-before-action" class="body-link">letter before action guide</a> for the correct format. Many disputes settle at this stage.
- Issue a small claims court claim
If the trader ignores your letter before action or refuses to pay, issue a claim on the <a href="https://www.gov.uk/make-court-claim-for-money" target="_blank" rel="noopener noreferrer">HMCTS online civil money claims portal</a>. Claims up to £10,000 are allocated to the small claims track — no lawyer is required, and even if you lose, you will not normally pay the other side's legal costs. Court fees are modest (from £35 for claims under £300). See the <a href="/guides/debt/county-court-money-claim" class="body-link">county court money claim guide</a>.
3 When this does not apply
- The right to repeat performance does not apply if repeat performance is impossible (the work has already been demolished, for example), or if it cannot be done within a reasonable time without significant inconvenience to you.
- If the trader is a sole trader who has gone out of business, you are an unsecured creditor — consider whether you have Section 75 protection if you paid by credit card.
- If you agreed to pay for the service in instalments and you have already paid more than the value of the service delivered, you can withhold further payment as a set-off.
4 Common questions
Can I withhold payment for work I am unhappy with?
You can withhold payment if the work is defective and you have notified the trader — but only an amount proportionate to the defect. Withholding all payment when some work was satisfactorily completed is risky — the trader may sue you for the unpaid amount. Under s.56 of the Consumer Rights Act 2015, the remedy is a price reduction proportionate to the breach, not an automatic right to pay nothing.
Does it matter if I did not have a written contract?
No — the Consumer Rights Act 2015 implies terms into every service contract regardless of whether it is written. A verbal agreement is still a contract. However, without a written quote or specification it may be harder to prove exactly what was agreed. Always get quotes in writing and confirm changes in writing as you go.
What if the trader belongs to a trade association?
Many trade associations operate alternative dispute resolution (ADR) schemes — for example, the Federation of Master Builders operates a complaints service, and Gas Safe Register has a dispute process for gas work. ADR is usually faster and cheaper than court. Check whether the trader's association has an approved ADR scheme — if they do, you may be required to use it before the trader can force you to use a different route.
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