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Builder complaint letter
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Write a firm complaint letter to a builder, plumber, electrician or tradesperson who has done poor work, left a job unfinished, or caused damage. Cites the Consumer Rights Act 2015.

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Your rights when a builder does poor work

Under the Consumer Rights Act 2015, any service — including building work — must be carried out with reasonable care and skill. If it isn't, you have clear legal rights.

⚖️ Your legal rights

  • Right to repeat performance: The builder must redo any work that falls short of reasonable care and skill, at no extra cost
  • Right to a price reduction: If repeat performance isn't possible or reasonable, you can demand a reduction — up to a full refund
  • Small claims court: For disputes up to £10,000, the small claims track is a simple, low-cost route to compensation
  • Trade body complaints: Gas Safe, NICEIC, NAPIT and FMB all have formal complaints processes for registered tradespeople

How to protect yourself

Always get quotes and agreements in writing before work starts. Take photos before, during and after work. Keep all receipts. If a builder asks for a large deposit upfront (over 25–30%), that's a warning sign.

Can I withhold payment if the work is poor? ▾
If the work hasn't been completed or is clearly substandard, you may be able to withhold payment for the defective portion. Get independent evidence of the defects (quotes from another tradesperson) and send a formal complaint letter before withholding any payment.
What if my builder has gone bust or disappeared? ▾
If you paid by credit card, you may be able to claim under Section 75 of the Consumer Credit Act for amounts over £100. If you paid by debit card, try a chargeback claim with your bank. Check if they were registered with a trade body that has a guarantee scheme.
How do I take a builder to the small claims court? ▾
You can make a claim online at gov.uk/make-court-claim-for-money. For claims up to £10,000, the small claims track is informal and doesn't require a solicitor. You'll need evidence of the agreement, the defects, and any attempts to resolve the issue.

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