When you pay a business to provide a service, the Consumer Rights Act 2015 gives you clear legal protections.

This applies to services such as repairs, building work, car servicing, professional advice, hairdressing, boiler installation, and other paid work.

For a full explanation of how the law works across goods, digital content and services, see Consumer Rights Act 2015 Overview.

The Service Must Be Carried Out with Reasonable Care and Skill

The trader must perform the service to the standard you would reasonably expect from a competent professional.

If the work is careless, substandard, or clearly below normal professional standards, the trader is in breach of contract.

For example, if a builder installs flooring incorrectly or a mechanic performs repairs poorly, the service may not meet the legal standard.

If No Time Was Agreed, It Must Be Completed Within a Reasonable Time

If you did not agree a specific completion date, the service must still be carried out within a time that most people would consider reasonable for that type of work.

Unjustified delays may amount to a breach of contract.

If No Price Was Agreed, the Price Must Be Reasonable

If you did not agree a price before the work began, the trader may only charge what is reasonable for that service. They cannot demand excessive or unexpected charges.

If the Service Was Not Done Properly

If the trader failed to use reasonable care and skill, you are entitled to remedies.

Repeat Performance

You can require the trader to redo the work properly.

This must be done:

  • At no extra cost to you.
  • Within a reasonable time.
  • Without causing significant inconvenience.

Price Reduction

If repeat performance is impossible, or cannot be done within a reasonable time, or would cause significant inconvenience, you can request a price reduction.

The reduction can be up to 100% of the price paid, depending on the seriousness of the breach.

For practical steps on enforcing these rights, see What To Do If Services Rights Are Breached.

Key Principle

When you pay for a service, the trader must perform it competently, within a reasonable time, and for a reasonable price (if not agreed). If they fail to do so, the law provides clear remedies.