Guides › Home Improvements and Traders › Builder Took My Deposit and Disappeared
Builder Took My Deposit and Disappeared
If a builder takes your deposit and does not do the work, write to them asking for the work to start or your money back by a set date. If you paid by credit card, Section 75 may help. A TrustMark registered business must have insurance that covers it ceasing to trade. As a last resort you can claim in the small claims court.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Getting Your Money Back
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
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
Your Rights
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
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
- 14 daysRefund after agreed cancellationWithin 14 days once agreed
Steps to Take
Step 1 of 5
Gather the quote, any contract, proof of payment and every message with the builder.
Step 2 of 5
Write to the builder, giving a date to start work or refund the deposit. Send it to every address and email you have. Our free letter templates can write it for you.
Step 3 of 5
If you paid by credit card, ask your card provider about Section 75. If by debit card, ask about chargeback.
Step 4 of 5
If the builder was TrustMark registered or in a trade association, contact that scheme.
Step 5 of 5
Report the builder to Trading Standards through the Citizens Advice consumer service, and consider a small claim.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Card Provider Claim (Section 75 / Chargeback) Then Financial Ombudsman Service
You paid by card; if refused escalate to FOS.
TrustMark and Dispute Resolution Ombudsman
Trader is a TrustMark Registered Business and its complaints process has not resolved the problem.
Citizens Advice Consumer Service (0808 223 1133)
Free advice, template letters and reporting to Trading Standards.
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.
Pay deposits by credit card where you can, and keep deposits small until work starts.
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/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- trustmark.org.uk/homeowner/support/consumer-protection Checked 12 October 2026
- legislation.gov.uk/ukpga/2015/15/section/51 Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service Checked 13 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