In short (UK): Paid trades must use reasonable care and skill under the Consumer Rights Act 2015 (services). Poor work can mean repeat performance, a price reduction, or a refund in serious cases. Stop further damage, photograph everything, complain in writing, escalate if ignored. This is general guidance, not legal advice.
You do not have to accept substandard work. This guide covers the core remedies — not a full expert-witness pack. For a personalised plan and letter, use Refundly.
Your Rights for Services
Traders must:
- Work with reasonable care and skill
- Finish within a reasonable time if no date was set
- Charge a reasonable price if none was agreed
| Remedy | When it often fits |
|---|---|
| Repeat performance | They can redo it properly |
| Price reduction | Part refund for substandard work |
| Fuller refund | Serious failure / re-do impossible |
What to Do Next (High Level)
- Stop further work if it is causing damage.
- Document — photos, videos, quote, messages.
- Independent opinion if the job is high value.
- Written complaint with remedy and deadline.
- Escalate: card routes, Trading Standards guidance, small claims.
Disputes get heated — dates and photos keep them factual
What Your Complaint Should Cover
Invoice/quote refs; dates and amount paid; what is wrong; evidence attached; remedy (refund amount or re-do at their cost); deadline.
Refundly structures a Section 49-style complaint from your details
If They Offer to “Come Back”
Accept only if you trust the fix. Otherwise price reduction/refund remains on the table when re-performance is not practical.
Escalation (Names Only)
Chargeback / Section 75; Citizens Advice / Trading Standards; small claims for strong evidence files.
Using Refundly for Tradesman Disputes
- Select tradesman / service issue
- Plain-English remedies
- Evidence timeline
- Complaint letter + plan
Final Tip
For larger jobs, prefer written quotes and credit card payment where possible so backup routes exist if the trader disappears.
General information for UK consumers only — not legal advice. See the Consumer Rights Act 2015 (services).
Common questions
Short answers to common questions on this topic.
- What rights do I have if a tradesman does a bad job?
- Services must be performed with reasonable care and skill under the Consumer Rights Act 2015. If not, you can usually seek repeat performance, a price reduction, or in serious cases a fuller refund.
- Do I have to let them come back and fix it?
- Repeat performance is a common first remedy if it is practical and you are willing. If redoing the work is not realistic or trust is gone, a price reduction or refund can be the better path.
- Should I get an independent report?
- For higher-value jobs, a second tradesperson’s report is strong evidence. Photos and the original quote always help.
- What if I paid cash with no paperwork?
- Harder, but not always impossible — bank transfers, messages, photos, and witnesses still count. For future jobs, keep a written quote and pay by card where you can.
- Can Section 75 help?
- Yes for many credit-card payments between £100 and £30,000 with a direct link if the trader will not put it right. Debit cards may use chargeback instead.