If a trader fails to carry out a service with reasonable care and skill, takes too long without justification, or charges an unreasonable price, you have rights under the Consumer Rights Act 2015.

For an explanation of the legal standards that apply to services, see Services – Your Rights. For the wider framework of the law, see Consumer Rights Act 2015 Overview.

Step 1: Tell the Trader They Have Breached Your Rights

Explain clearly what went wrong and why you believe the trader has breached the law.

It is best to do this in writing so you have a record.

You can say:

  • “The service was not carried out with reasonable care and skill.”
  • “The work was not completed within a reasonable time.”
  • “The price charged is not reasonable.”
  • “I am asserting my rights under the Consumer Rights Act 2015.”

Step 2: Ask for Repeat Performance

If the work can be corrected, you can require the trader to redo the service properly.

The trader must:

  • Redo the work at no extra cost.
  • Complete it within a reasonable time.
  • Avoid causing you significant inconvenience.

This is normally the first remedy where work has been done badly.

Step 3: Ask for a Price Reduction

If repeat performance is impossible, 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 amount paid, depending on how serious the problem is.

You may request a price reduction immediately if:

  • The work cannot realistically be redone.
  • You no longer trust the trader to correct it.
  • Redoing the work would cause excessive disruption.

Step 4: Escalate Within the Company

If the trader refuses to resolve the issue:

  • Ask to speak to a manager.
  • Contact head office.
  • Submit a formal written complaint.

Many disputes are resolved once the complaint reaches someone senior.

Step 5: Use Alternative Dispute Resolution (ADR)

Some traders belong to ADR schemes. These are independent bodies that review complaints and make decisions.

The trader must inform you if they are a member of an ADR scheme.

Step 6: Ask Your Bank for Help

If you paid by card and the trader refuses to put matters right, you may be able to recover your money through your card provider.

Step 7: Send a Letter Before Action

If the dispute remains unresolved, you may need to send a formal Letter Before Action.

This should clearly set out:

  • The facts of the dispute.
  • The legal basis of your claim.
  • The remedy you are seeking.
  • A deadline for response (usually 14 days)

Step 8: Small Claims Court

If the trader still refuses to comply, you can issue a claim in the Small Claims Court.

For claims under £10,000 in England and Wales, the small claims track is designed to be accessible without a solicitor.

Many traders settle once formal legal action is threatened.

Key Point

When you pay for a service, the trader must carry it out properly. If they fail to do so, you are entitled to repeat performance or a price reduction, and you can escalate the matter if necessary.