Understanding Your Rights When a Service Is Delayed
When you pay for a service in the UK, you have clear rights under the Consumer Rights Act 2015. This law states that services must be carried out with reasonable care and skill, and within a reasonable time if no specific timeframe was agreed. If a service you’ve paid for is delayed, it’s important to understand what this means for your rights and what steps you can take.
What Counts as a Delay?
A delay occurs when a service isn’t completed by the agreed date, or – if no date was set – within a timeframe that is considered reasonable for that type of work. For example, if you hire a company to repair your boiler and they promise to finish in three days but take two weeks without a valid reason, this is likely a delay. If no deadline was set, what counts as “reasonable” will depend on the nature and complexity of the service.
When Is a Delay a Breach of Contract?
A delay becomes a breach of contract if the service provider fails to meet the agreed deadline, or doesn’t complete the work within a reasonable time. This breach gives you certain rights, including the right to request a new completion date, a price reduction, or even to cancel the contract altogether in some cases.
Your Options if a Service Is Not Delivered on Time
If you experience a delay, you have several options:
Request a new deadline: You can ask the provider to complete the service by a specific date. This is known as setting a “final deadline.”
Seek a price reduction: If the delay has caused inconvenience or loss, you may be entitled to a partial refund.
Cancel the contract: If the delay is significant or the provider fails to meet your final deadline, you may have the right to cancel the service and claim a full refund.
For a broader look at how these rights apply to various situations, see our guide on problems with a service.
How Delays Affect Your Agreement
A delay can change your agreement with the provider. If you set a final deadline and the provider still doesn’t deliver, you can treat the contract as ended. This means you don’t have to pay for the incomplete service, and you may be able to claim compensation for any losses caused by the delay.
Documenting the Delay and Communicating with the Provider
It’s crucial to keep records of all communication with the service provider, including emails, letters, and notes from phone calls. Clearly state the details of the delay, what was agreed, and how the delay has affected you. This documentation will help support your complaint and any claim for a refund or compensation.
By understanding your rights and taking these steps, you can handle service delays confidently and ensure you receive the service you paid for – or appropriate compensation if you do not.
When and Why to Write a Letter Complaining About a Delay
When and Why to Write a Letter Complaining About a Delay
If you’ve paid for a service – such as repairs, cleaning, installation, or professional work – and it’s been delayed, it can be frustrating and disruptive. Writing a formal complaint letter is often the most effective way to address the problem and protect your rights under UK consumer law.
Reasons to Complain About a Delayed Service
There are several good reasons to complain in writing if a service you have paid for is delayed:
Clear communication: A letter sets out your concerns in a structured way, making it easier for the service provider to understand the problem and what you expect.
Evidence: Having a written record of your complaint can be useful if you need to escalate the issue later, for example by seeking help from a consumer organisation or starting a legal claim.
Encourages prompt action: A formal letter shows you are serious about resolving the issue, which can prompt the company to act more quickly.
Protects your rights: Under the Consumer Rights Act 2015, you have the right to have services carried out with reasonable care and skill, within a reasonable time, and for a reasonable charge. If the service is delayed, you may be entitled to a price reduction or, in some cases, a refund.
How a Complaint Letter Can Help
A well-written complaint letter can:
Help you and the service provider agree on a new deadline for completion.
Support your request for compensation or a partial refund if you’ve been inconvenienced or lost money because of the delay.
Form the basis for further action if the provider does not respond or resolve the issue, such as making a formal complaint to a regulator or taking the matter to court.
When to Send Your Complaint Letter
It’s important to give the service provider a fair chance to put things right before making a formal complaint. Usually, you should:
Contact them informally first: A phone call or email can sometimes resolve the issue quickly.
Send a letter if there’s no progress: If the service is still delayed after your initial contact, or if you’re not happy with their response, send a formal complaint letter as soon as possible. Acting quickly can help prevent further inconvenience and shows you are serious about your rights.
What to Include in Your Complaint Letter
To make your complaint clear and effective, your letter should include:
Your details: Name, address, and contact information.
Details of the service: What you paid for, when you placed the order, and any relevant reference numbers.
Description of the delay: How long you’ve been waiting, and any missed deadlines or promises.
Impact of the delay: Explain how the delay has affected you – financially or otherwise.
What you want to happen next: Be clear about what you are asking for, such as a new completion date, a refund, or compensation.
A deadline for response: Give the provider a reasonable timeframe (for example, 14 days) to reply or resolve the issue.
How the Complaint Letter Fits Into the Complaints Process
Sending a complaint letter is usually the first formal step in the complaints process. If the service provider does not respond, or if you are not satisfied with their reply, you can use your letter as evidence when you escalate the complaint. This could involve contacting an ombudsman, a trade association, or taking legal action. Keeping a copy of your letter and any responses is essential for protecting your rights throughout this process.
By writing a clear and detailed complaint letter, you give the service provider every opportunity to resolve the issue before further action becomes necessary.
How to Write a Letter to Complain About a Delay to a Service
When you experience a delay with a service you’ve paid for, it’s important to communicate your concerns clearly and effectively. Writing a well-structured complaint letter can help you resolve the issue more quickly and assert your rights under UK consumer law, such as the Consumer Rights Act 2015, which states that services must be carried out with reasonable care and within a reasonable time.
Here’s a step-by-step guide on how to write your letter:
1. Start with the Basics
Begin by including your name, address, and contact details at the top of the letter. Add the date and the name and address of the company or service provider.
2. Clearly Identify the Service
Describe the service you purchased. Include:
The nature of the service (e.g., boiler repair, broadband installation)
Any reference or order numbers
The date you agreed to the service and when payment was made
This helps the provider quickly locate your records.
3. Outline the Expected Timeline
State the original date or time frame the service was meant to be completed. If you were given a specific deadline, mention it directly.
4. Describe the Delay
Explain how long the delay has been and, if possible, the reasons given by the company (if any). Be factual and avoid exaggeration.
5. Explain the Impact
Briefly describe how the delay has affected you. For example, you might mention inconvenience, additional costs, or disruption to your daily life.
6. Request a Resolution
Be clear about what you want to happen next. You might ask for:
A new, firm completion date
A partial or full refund
Compensation for inconvenience or extra expenses
Under the Consumer Rights Act 2015, if a service isn’t provided within a reasonable time, you may be entitled to a price reduction or the right to cancel.
7. Keep the Tone Polite but Firm
While it’s natural to feel frustrated, a polite and professional tone increases the chances of a positive response. Avoid personal attacks or emotional language.
8. Include Supporting Evidence
Attach copies (not originals) of receipts, contracts, emails, or any other relevant documents to support your case.
Example Phrases for Your Letter
“I am writing to express my concern regarding the delay in the completion of [service].”
“According to our agreement, the service was due to be completed by [date].”
“To date, I have not received the service as agreed, which has caused [briefly state the impact].”
“Under the Consumer Rights Act 2015, I am entitled to expect the service within a reasonable time.”
“I would like to request [a refund/new completion date/compensation] to resolve this matter.”
“Please respond within [reasonable time, e.g., 14 days] so we can resolve this promptly.”
For more detailed examples and templates for different situations, you can explore our letter templates for problems with services.
By following these steps and using clear, concise language, you can give your complaint the best chance of being taken seriously and resolved efficiently.
Sample Letter Template to Complain About a Delay to a Service
If you’ve experienced a delay in a service you’ve paid for, it’s important to raise your concerns in writing. A well-structured letter can help you clearly explain the problem, refer to your rights under UK consumer law, and request a suitable remedy such as a new deadline, compensation, or a refund.
Below is a sample letter template you can use. Simply fill in your own details and adjust the wording to fit your situation.
Your Name
Your Address
Postcode
Date
Service Provider’s Name
Company Name (if applicable)
Address
Postcode
Dear [Service Provider’s Name or “Sir/Madam”],
Re: Complaint About Delay to [Name/Description of Service]
I am writing to formally complain about a delay in the [name or brief description of the service, e.g. “installation of my new boiler”] which I ordered on [date you placed the order/agreed the contract]. The agreed completion date was [original completion date], but as of today, the service has not been completed.
According to the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, and within a reasonable time if no specific date was agreed. In my case, [briefly explain what has happened, e.g. “the work has been repeatedly postponed without explanation” or “I have not received an update despite several requests”].
This delay has caused me [briefly describe any inconvenience or loss, e.g. “significant disruption to my home” or “additional costs”].
I am therefore requesting that you:
Complete the service by [propose a new, reasonable deadline], or
Provide a full refund for the amount I have paid, in line with my rights under the Consumer Rights Act 2015.
Please respond within [set a reasonable timeframe, e.g. “14 days”] to confirm how you intend to resolve this matter.
If I do not receive a satisfactory response, I will consider taking further action.
I look forward to your prompt reply.
Yours faithfully,
[Your Name]
Practical Tips:
Personalise the letter: Fill in all the placeholders with your specific details and include any relevant reference numbers or order details.
Be clear and factual: Stick to the facts and avoid emotional language. Clearly state the problem, what you want done, and your legal rights.
Keep a copy: Always keep a copy of your letter and any responses for your records.
Send by recorded delivery: If possible, send your letter by recorded delivery so you have proof it was received.
This template is designed to help you assert your rights and set out your expectations clearly. If you need to take further steps, having a written record of your complaint can be very useful.
What to Do If Your Complaint About a Delay Is Not Resolved
If your complaint about a delay to a service is not resolved – whether the company ignores your letter, refuses to take action, or does not offer a satisfactory solution – you still have options. Here’s what you can do next to protect your rights and seek a fair outcome.
1. Escalate Your Complaint Within the Company
Start by checking if the business has a formal complaints process. Many companies have dedicated complaints teams or escalation procedures. Ask for details of their complaints policy and submit your issue according to their guidelines. Keep a copy of every email, letter, and note of any phone conversations, including dates and names of people you speak to. Good record-keeping can make a big difference if you need to take things further.
For step-by-step guidance on how to escalate your issue, read the consumer service complaints procedure.
2. Try Alternative Dispute Resolution (ADR)
If escalation doesn’t work, you might be able to use Alternative Dispute Resolution (ADR). ADR schemes – such as mediation or arbitration – help you and the service provider reach an agreement without going to court. Some industries (like travel, energy, or telecoms) have specific ADR services you can contact. Check if the company is a member of an ADR scheme and ask how to start the process.
3. Contact Consumer Protection Bodies
If you believe the business is breaking consumer law or acting unfairly, you can report them to a relevant consumer protection body. In the UK, organisations like Citizens Advice or Trading Standards can offer support and may investigate persistent issues. They can also provide advice on your rights under the Consumer Rights Act 2015, which states that services must be carried out with reasonable care and skill, within a reasonable time, and for a reasonable charge.
4. Consider Cancelling the Contract
If the delay is serious and the company still doesn’t put things right, you may have the right to cancel the contract. This is especially true if the delay means the service is no longer useful to you, or if you made it clear when you ordered that timing was essential. For guidance on how to formally end the agreement, see our letter to cancel a contract that’s been breached.
5. Claiming Damages
If the delay has caused you financial loss or inconvenience, you might be entitled to claim compensation (damages). This could cover extra costs you’ve had to pay because the service wasn’t delivered on time. For more information on how to do this, see our letter to claim damages for misrepresented goods and services.
6. Keep Records of Everything
Throughout the process, keep copies of all correspondence, receipts, contracts, and notes of conversations. This evidence is vital if you need to escalate your complaint, use ADR, or take legal action later.
Taking these steps gives you the best chance of resolving your complaint and getting the outcome you deserve. If you’re unsure about your next move, consider seeking independent advice or following a formal consumer service complaints procedure for extra support.
Related Issues You Might Encounter Alongside Service Delays
When you experience a delay to a service you have paid for, it’s common to face other related problems at the same time. Understanding how to deal with these issues can help you get a fair outcome and protect your consumer rights.
Poor Service Quality or Standards
Delays often go hand-in-hand with poor quality work or services that don’t meet the standards you expected. Under the Consumer Rights Act 2015, any service you pay for in the UK must be carried out with reasonable care and skill. If the service is not up to scratch as well as being late, you have the right to complain and ask for a remedy, such as a repeat service, a price reduction, or a refund.
If you want to address both the delay and the poor quality, you might find it helpful to use a letter to complain to a trader about poor quality work or a letter to complain about the poor standard of a service. These templates can help you clearly explain the problem and what you want the business to do to put things right.
Billing Issues Related to Delayed Services
Sometimes, a delay in a service can cause billing problems. For example, you might be charged for a phone, TV, or internet service that hasn’t been provided on time, or you may notice unexpected charges due to the delay. If this happens, you should raise the issue with the provider as soon as possible.
You can use a letter to complain about a phone, TV or internet bill to make your case clear and ask for a correction or refund. This approach helps ensure you only pay for what you have actually received.
Cashback Disputes with Phone Companies
Service delays can sometimes disrupt cashback offers from phone companies, leading to disputes about whether you’re entitled to the promised cashback. If you’re having trouble getting cashback because of a delay or other service issue, it’s important to put your complaint in writing.
A letter to complain to a phone company about cashback can help you set out the facts and request the cashback you’re owed, making it easier for the company to investigate and resolve your complaint.
Ending a Contract Due to Delays and Poor Work
If you have lost confidence in the company because of repeated delays or poor quality work, you may decide it’s best to end the contract altogether. The Consumer Rights Act 2015 gives you the right to cancel a contract if the service is not provided within a reasonable time or to a reasonable standard, especially after giving the provider a chance to put things right.
For guidance on how to formally end your agreement, see our letter to end contract due to poor work and lost faith. This template will help you explain your reasons for ending the contract and outline what you expect to happen next, such as a refund or no further charges.
Making ‘Time of the Essence’ in Service Agreements
If you’ve experienced delays before or want to prevent them in future, you can make deadlines legally important by making ‘time of the essence’ in your service agreement. This means the agreed completion date becomes a key term of the contract, and missing it gives you stronger grounds to cancel or seek compensation.
To do this, you can send a letter to make time of the essence services, which puts the provider on notice that any further delay will be a breach of contract.
By recognising and addressing these related issues, you can take more effective action if you face a delay to a service. For each type of problem, using the right letter template and understanding your legal rights will put you in a strong position to resolve things quickly and fairly.
Special Considerations for Specific Types of Services
When complaining about a delay, the type of service you’re dealing with can affect both your rights and the steps you should take. Below, we look at some common situations and what you need to consider.
Delays in Building Work
Building work delays can be especially disruptive, often affecting your ability to live in or use your home as planned. Under the Consumer Rights Act 2015, building contractors must provide their service with reasonable care and skill, and within a reasonable time if no specific deadline was agreed. If the delay causes inconvenience or extra costs – such as needing alternative accommodation – you may be entitled to compensation. To understand your options and how to make a claim, see our guide on how to seek compensation for building work disruptions.
Issues with Phone, Internet, and TV Services
Delays or interruptions to essential utilities, like broadband or TV, can have a big impact on daily life. If you’re facing issues with a phone, internet, and TV service, you have the right to expect the service to be provided as agreed in your contract. If the provider fails to meet deadlines or the service is not as described, you may be able to claim compensation or request a reduced bill. Ofcom, the UK’s communications regulator, also requires some providers to offer automatic compensation for certain types of delays or faults.
Unpaid Bills and Service Delivery
Sometimes, delays in service aren’t due to the provider, but because of unpaid bills. For example, if you fall behind with payments, the company may be allowed to suspend or restrict your service. It’s important to know your rights in these situations. For water services, you can find out what happens if you don’t pay your water bill, including how it might affect your supply and what steps you can take to resolve the issue.
How Service Type Affects Your Contract
Different services come with different contract terms and legal protections. For example, a building contract might set out clear penalties for late completion, while contracts for digital services may include clauses about service levels or compensation for outages. Always check your contract for details about deadlines, remedies for delay, and any exclusions or limitations. Remember, even if your contract doesn’t mention delays, the Consumer Rights Act 2015 gives you the right to expect services to be carried out within a reasonable time and with reasonable care and skill.
Understanding these special considerations can help you make a more effective complaint and ensure you get the compensation or resolution you deserve. If you’re unsure about your rights or how to proceed, exploring related topics linked throughout this page can provide further practical guidance.
