Guides › Home Improvements and Traders › Builder or Trader Did Poor Work
Builder or Trader Did Poor Work
Work by a builder or tradesperson must be done with reasonable care and skill. If it is not, you can ask for the work to be redone or for a price reduction, and you can go straight to a price reduction if redoing it is impossible, takes too long or causes significant inconvenience. If no price was agreed you only have to pay a reasonable price, and you have up to 6 years (5 in Scotland) to report problems.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Work Itself
Care and Skill
Services must be performed with reasonable care and skill (Consumer Rights Act 2015); if not, you can ask for the work to be redone or a price reduction, and go straight to a price reduction if redoing is impossible, takes too long or causes significant inconvenience. source
Price and Timing
If the price was not agreed you only have to pay a reasonable price (s.51), and if no time was agreed the work must be done within a reasonable time (s.52). source
Time Limit for Problems
You have up to 6 years in England, Wales and NI (5 in Scotland) to report problems with services, even if not immediately obvious. source
Extra Protection
TrustMark Businesses
TrustMark registered businesses are vetted and monitored by scheme providers and are expected to give a minimum 2-year guarantee. Their insurance must cover the business ceasing to trade, including workmanship and putting defects right. Unresolved disputes can go to the Dispute Resolution Ombudsman, and a 'Trusted Payments' option releases your money in milestones, only as you sign off the work. source
Section 75
Section 75: if you paid part or all by credit card for an item costing over 100 pounds and up to 30,000 pounds you can claim against the card provider for breach of contract, but you usually cannot use it if you did not buy directly from the trader. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 yearsTime limit for legal claims about services6 years in England, Wales and Northern Ireland; 5 years in Scotland
- 2 weeksFHIO: business must reply once contactedWithin two weeks (FHIO states this for the response phase)
Steps to Take
Step 1 of 5
Take dated photos of the problem, and keep the quote, contract, invoices and messages.
Step 2 of 5
Tell the trader in writing what is wrong and ask for it to be put right within a reasonable time. Our free letter templates can write it for you.
Step 3 of 5
If it is not put right, ask for a price reduction in writing.
Step 4 of 5
If the trader belongs to TrustMark or the Furniture and Home Improvement Ombudsman, use their dispute service.
Step 5 of 5
If you paid by credit card, ask about Section 75. Small claims court is a last resort.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
TrustMark and Dispute Resolution Ombudsman
Trader is a TrustMark Registered Business and its complaints process has not resolved the problem.
Furniture and Home Improvement Ombudsman (FHIO)
Trader is registered with FHIO or an affiliated trade association and you cannot settle directly.
Citizens Advice Consumer Service (0808 223 1133)
Free advice, template letters and reporting to Trading Standards.
Card Provider Claim (Section 75 / Chargeback) Then Financial Ombudsman Service
You paid by card; if refused escalate to FOS.
County Court Small Claims
After other routes fail; usually up to 10,000 pounds, within 6 years.
Good to Know
Small things that make your complaint stronger.
Do not pay the final balance until you are satisfied. If you must pay, say in writing that you are paying under protest.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.

Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service Checked 13 October 2026
- legislation.gov.uk/ukpga/2015/15/section/51 Checked 12 October 2026
- trustmark.org.uk/homeowner/support/consumer-protection Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- fhio.org/dispute Checked 12 October 2026
- citizensadvice.org.uk/consumer/getting-home-improvements-done/cancelling-building-or-decorating-work Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 12 October 2026