You hired a tradesperson in good faith — and the work is substandard, incomplete, or has made things worse. You do not have to accept it. UK law requires services to be performed with reasonable care and skill, and you have remedies when they are not.
This guide explains how to get a tradesman refund or other remedy for poor workmanship.
Your Rights Under the Consumer Rights Act 2015
When you pay a trader for a service, they must:
- Perform the service with reasonable care and skill (Section 49)
- Complete work within a reasonable time if no date was agreed
- Charge a reasonable price if not agreed upfront
If they fail, you can usually request:
| Remedy | When it applies |
|---|---|
| Repeat performance | Trader can redo the work properly |
| Price reduction | Part refund for substandard work |
| Full refund | Serious failures or repeat performance impossible |
Step-by-Step: Complain About Poor Work
- Stop further work if it is causing damage.
- Document everything — photos, videos, before/after shots, and the original quote.
- Get an independent opinion if possible (another tradesperson's report).
- Send a written complaint — state the fault and remedy you want.
- Set a 14-day deadline, then escalate to card provider or court.
A clear step-by-step plan with deadlines keeps you organised when disputes get heated
What to Put in Your Complaint Letter
- Your name, address, and contact details
- Invoice and quote references
- Date work was carried out and amount paid
- Clear description of what is wrong
- Photos and independent reports attached
- Specific remedy: refund amount or repeat work at the trader's cost
- A 14-day deadline and your escalation route
A professional template referencing Section 49 of the Consumer Rights Act
If the Tradesman Offers to "Come Back"
You can accept a repeat performance if you trust them to fix it. If not, you are entitled to a price reduction or refund — especially where redoing the work is impractical.
Escalation Options
- Chargeback or Section 75 — if you paid by card and work was not as described
- Trading Standards — report via Citizens Advice
- Small claims court — common for disputes of hundreds or thousands of pounds
Using Refundly for Tradesman Disputes
Refundly covers tradesman and service issues:
- Select "Tradesman service"
- See your rights and recommended remedy
- Build a timeline with evidence
- Generate a complaint letter
Final Tip
Pay by credit card for larger jobs where possible — Section 75 protection applies to qualifying purchases between £100 and £30,000 if the trader will not help.