Your legal rights in the UK when a builder, plumber, electrician or other tradesperson does poor work: the Consumer Rights Act 2015, asking for a repair or price reduction, delays and overcharging, paying by card, and how to escalate.
When building or repair work goes wrong, it helps to know where you stand. In the UK, the Consumer Rights Act 2015 gives you clear rights when you pay a business for a service. This guide explains them and the steps to take. It's general information, not legal advice.
What the law says?
When you pay a trader for a service, the contract is treated as including these terms:
- Reasonable care and skill: the work must be done to the standard of a competent tradesperson in that field (section 49).
- Information is binding: things the trader told you, in writing or verbally, that you relied on, such as a price, timescale or materials, can become part of the contract (section 50).
- Reasonable price: if no price was agreed in advance, you only have to pay a reasonable price (section 51).
- Reasonable time: if no finish date was agreed, the work must be done within a reasonable time (section 52).
These rights apply to consumers dealing with businesses, not private individuals doing a favour.
Your remedies
- Repeat performance: you can ask the trader to put it right, at no extra cost and within a reasonable time, without significant inconvenience to you (section 55).
- Price reduction: if a repair isn't possible or isn't done properly within a reasonable time, you can ask for a reduction, which can be up to the full price in serious cases (section 56).
You must normally give the trader a chance to fix the problem before getting someone else in. If you go straight to another trader, you may struggle to recover the cost.
Step by step
- Gather evidence: photos and videos, the quote or contract, messages, receipts and a timeline.
- Raise it quickly, calmly and in writing. Explain the problem, what you want (repair or reduction), and a reasonable deadline, such as 14 days.
- Don't pay the balance for work that's clearly faulty without getting advice. Withholding a reasonable amount can be appropriate, but don't withhold more than the problem is worth.
- Get an independent opinion: a report from another qualified trader or surveyor supports your case.
- Use the trader's trade association or scheme: if they belong to TrustMark or another scheme, it may offer complaints handling, dispute resolution or a guarantee.
- Send a letter before action setting out your claim and stating you'll go to court if it's not resolved.
- Consider court: in England and Wales, claims up to £10,000 usually go through the small claims track, which is designed for people without solicitors. Scotland and Northern Ireland have their own simple procedures.
Paid by card?
- Credit card: under section 75 of the Consumer Credit Act 1974, if any single item or service cost more than £100 and up to £30,000, the card provider is jointly liable for breach of contract. This applies even if you paid only part by credit card.
- Debit card: you can ask your bank about chargeback. It's not a legal right, but card schemes have rules and time limits.
Safety problems
For dangerous gas work, contact the Gas Safe Register. For electrical work, contact the electrician's registration scheme, such as NICEIC or NAPIT. If you think building work breaks Building Regulations, contact your local authority's building control team.
Doorstep sales and cancelling
If you agreed the contract at your home rather than at the trader's premises, you usually have 14 days to cancel under the Consumer Contracts Regulations 2013. The trader should give you cancellation information. If you asked them to start within that period and then cancel, you may have to pay for work done so far.
Time limits
In England and Wales, you generally have up to six years to bring a claim for breach of contract (five years in Scotland). Problems with building work can take time to appear, but act as soon as you notice them.
Getting help
The Citizens Advice consumer helpline gives free advice and can pass details to Trading Standards. Scotland has Advice Direct Scotland, and Northern Ireland has Consumerline.
Frequently asked questions
Can I refuse to pay for poor work?
You can withhold a reasonable amount while the problem is sorted, but get advice first. Refusing to pay anything can weaken your position.
What if the trader has gone out of business?
Check whether a guarantee or insurance-backed warranty applies, or whether you paid by credit card.
Sources and further reading
- legislation.gov.uk: Consumer Rights Act 2015, Part 1 Chapter 4 (services)
- Citizens Advice: Problems with builders and tradespeople
- legislation.gov.uk: Consumer Credit Act 1974, section 75
- GOV.UK: Make a court claim for money
- TrustMark
Facts checked on 20 October 2026. Spotted an error? Tell us and we will correct it.