Understanding Your Rights When Work Is Poor Quality
When you pay a trader to carry out work – whether it’s building, decorating, plumbing, or any other service – you have clear rights under UK consumer law. Understanding these rights is the first step to resolving problems if the work isn’t up to standard.
What Are Your Rights for Poor Quality Work?
Under the Consumer Rights Act 2015, any service you pay for must be carried out with “reasonable care and skill.” This means the trader should work to the standard that a competent, qualified professional would expect. If the work falls short – for example, if it’s unfinished, faulty, or not as agreed – this is considered poor quality under the law. You can read more about the legal standard in Section 49 of the Consumer Rights Act 2015.
Examples of Poor Quality Work
Poor quality work can include:
Work not completed as agreed in the contract or quote
Obvious faults, damage, or defects in the work
Using substandard materials when better were promised or expected
Failing to meet safety standards or building regulations
If you’re unsure whether your situation counts, see more about your rights when a service is poor.
What Can You Expect from the Trader?
If the work is poor, you have the right to ask the trader to put things right at no extra cost. This might mean:
Asking for the work to be redone or repaired
Requesting a price reduction if the problem can’t be fixed
In some cases, getting a full or partial refund
The trader should act promptly and within a reasonable time. What’s “reasonable” can depend on the type of work and the specific problem. For practical examples of what you can expect and how to judge if the work meets reasonable expectations, see this helpful guide.
Time Limits and Acting Quickly
It’s important to raise your complaint as soon as you notice the problem. While there is no strict deadline for all types of service complaints, acting quickly strengthens your case and makes it easier to resolve the issue. If you leave it too long, the trader may argue that the problem wasn’t caused by their work.
Why Make a Formal Complaint?
Making a formal written complaint protects your rights and creates a clear record of your concerns. This can be vital if the trader disputes your claim or if you need to escalate the matter later. A clear, polite letter sets out what you want and gives the trader a fair chance to put things right.
If you need more information on how to approach the process or what to include in your complaint, explore our guides and templates on this page. For further advice on resolving disputes, see our section on your rights when a service is poor.
When and Why to Write a Letter to Complain About Poor Quality Work
When and Why to Write a Letter to Complain About Poor Quality Work
If you’ve paid a trader for work – such as building, decorating, or repairs – and the results don’t meet reasonable standards, it’s important to take action. Writing a formal complaint letter is one of the most effective steps you can take to resolve the issue and protect your rights.
Why a Formal Letter Matters
A formal letter is more than just a way to express your dissatisfaction. It serves as an official record of your complaint, making it clear to the trader what the problems are and what you expect them to do. This documentation can be crucial if you need to escalate your complaint later, for example, by involving a trade association, seeking help from an ombudsman, or taking legal action.
When to Write the Letter
You should write a complaint letter as soon as you notice problems with the completed work. Common issues include poor workmanship, unfinished tasks, or materials that don’t match what was agreed. Before sending your letter, check your contract or agreement to confirm what was promised, and gather any evidence such as photos or receipts.
It’s usually best to try to speak to the trader first, either in person or over the phone, to give them a chance to put things right. If you’re unable to resolve the issue informally, or if the trader is unresponsive or unwilling to help, it’s time to put your complaint in writing.
The Benefits of Clear Communication
A well-written letter makes your concerns clear and shows you are serious about resolving the problem. It also gives the trader a fair opportunity to respond and fix the issue, which can often lead to a quicker, more amicable resolution. By stating your expectations – such as a repair, a redo of the work, or a partial refund – you give the trader a clear idea of how they can put things right.
Legal Support for Your Complaint
Under the Consumer Rights Act 2015, any work carried out by a trader must be done with reasonable care and skill. If the work falls below this standard, you have the right to ask for it to be fixed or for a price reduction. Your complaint letter is an important first step in exercising these rights.
How a Letter Helps if Further Action is Needed
If the trader ignores your letter or refuses to resolve the problem, your written complaint becomes valuable evidence. It shows you have tried to settle the matter reasonably and can support your case if you need to take things further, such as making a claim in the small claims court.
Taking the time to write a clear, factual letter puts you in a stronger position to get the outcome you want and demonstrates that you understand your rights as a consumer.
How to Write a Letter to Complain to a Trader About Poor Quality Work
Writing a clear and effective complaint letter is an important first step in resolving issues with poor quality work. Here’s a step-by-step guide to help you structure your letter, making sure you include all the key information and present your case confidently.
1. Start with Your Details
Begin your letter by including your full name, address, and contact details at the top. This ensures the trader knows exactly who the complaint is from and how to contact you.
2. Add the Trader’s Details
Next, include the name and address of the trader or business you are complaining to. If possible, address the letter to a specific person or department responsible for customer complaints.
3. Describe the Work Done
Clearly state what service was provided, including any relevant dates, locations, and details of the work agreed. For example:
“On 15 March 2024, I hired your company to repair my central heating system at my home address.”
4. Explain the Problem
Describe what went wrong with the work. Be specific about the issues you have noticed, when they occurred, and how they fall short of what was agreed or expected. For instance:
“Since the repair, the heating system has continued to malfunction, and several radiators are not working.”
5. Reference Your Consumer Rights
Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill. If the work is not up to standard, you have the right to ask for it to be put right, or in some cases, for a refund or price reduction. Make sure to mention these rights in your letter to show you understand your legal position.
6. State What You Want Done
Clearly state what you would like the trader to do to resolve the problem. This might include repairing the work, completing it to the agreed standard, or providing a partial refund. Set a reasonable deadline for their response, such as 14 days.
7. Attach Evidence
Include copies of any relevant evidence, such as photographs of the poor workmanship, receipts, invoices, contracts, or previous correspondence. This helps support your complaint and makes it easier for the trader to understand the issue.
8. Use a Polite but Firm Tone
Keep your letter clear, polite, and to the point. Avoid emotional language or threats, but be firm about your expectations and your rights as a consumer.
9. Keep a Copy and Send Securely
Always keep a copy of your letter and any attachments for your records. If possible, send your letter by recorded delivery or another trackable method. This provides proof that your complaint was sent and received.
Taking these steps will help you communicate your complaint effectively and increase the chances of a positive outcome. For more advice or to see examples, you can explore other letter templates for service problems.
Sample Letter Template to Complain About Poor Quality Work
If you’ve received poor quality work from a trader – such as a builder, decorator, or repair service – you have the right to complain and request a remedy under the Consumer Rights Act 2015. Writing a formal complaint letter is an important first step. Below, you’ll find a sample letter template you can adapt to your situation, along with practical tips for making your letter clear and effective.
Sample Letter Template
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
[Trader’s Name or Company Name]
[Trader’s Address]
[Postcode]
Subject: Complaint About Poor Quality Work – Request for Remedy
Dear [Trader’s Name or “Sir/Madam”],
I am writing to formally complain about the quality of work carried out by your company at my property, [address where the work was done], on [date(s) of the work].
The work involved:
[Briefly describe the service or work provided, e.g., “installing a new kitchen”, “repairing my boiler”, “painting my living room”].
Unfortunately, I am dissatisfied with the standard of the work for the following reasons:
[Clearly explain what is wrong, giving specific details. For example: “The paint is peeling after only two weeks”, “The boiler is still not working despite the repair”, “Tiles were fitted unevenly and several are loose”].
Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. I do not believe the work meets this standard. As a result, I am requesting that you:
[State what you want the trader to do to resolve the issue. For example: “Re-do the work to a satisfactory standard”, “Provide a partial refund”, “Repair the faults at no extra cost”].
Please contact me within [reasonable time frame, e.g., 14 days] to confirm how you will resolve this matter. If I do not hear from you, I will consider taking further action.
I have attached copies of relevant documents, such as invoices, contracts, and photographs of the problems, to support my complaint.
I look forward to your prompt response.
Yours sincerely,
[Your Name]
How to Customise Your Complaint Letter
Be specific: Clearly describe what work was done, what’s wrong, and how you want it put right. The more detail you give, the easier it is for the trader to understand your complaint.
Reference your rights: Mention the Consumer Rights Act 2015, which gives you the right to expect services to be carried out with reasonable care and skill.
Attach evidence: Include copies (not originals) of contracts, receipts, photographs, and any previous correspondence.
Set a deadline: Give the trader a reasonable amount of time to respond – usually 14 days is fair.
Stay polite and factual: Avoid emotional language or accusations. A calm, clear letter is more likely to get results.
Common Questions
What if I don’t have a written contract?
You are still protected by consumer law even if you don’t have a written contract. Include as much information as possible about the agreement and the work carried out.
Can I ask for a refund?
Yes, if the work is not up to standard and the trader cannot fix it within a reasonable time, you may be entitled to a price reduction or partial refund.
What if the trader ignores my letter?
If you don’t get a satisfactory response, you can consider further steps such as using an alternative dispute resolution (ADR) scheme, contacting a trade association, or making a claim in the small claims court.
Taking the time to write a clear, well-structured letter gives you the best chance of resolving the issue quickly and fairly. Remember to keep a copy of your letter and any replies for your records.
What to Request in Your Complaint Letter
When writing your complaint letter to a trader about poor quality work, it’s important to be clear about what you want them to do to put things right. UK consumer law gives you several possible remedies, but the right one will depend on the nature and extent of the problem.
Possible Remedies to Request
1. Repair or Redo the Work
If the work carried out is not up to standard – for example, if it’s incomplete, faulty, or doesn’t match what was agreed – you can ask the trader to repair the issue or redo the work. This is often the most appropriate first step, especially if the problem can be fixed easily and you still want the original job completed.
2. Refund
If the work is so poor that repairing or redoing it isn’t reasonable, or if the trader refuses to fix the problem, you may be entitled to a partial or full refund. The amount will depend on how much of the work was unsatisfactory and how much value you received.
3. Compensation
Sometimes, poor quality work can cause additional inconvenience, damage, or extra costs. In these cases, you can ask for compensation to cover your losses. For example, if you had to pay someone else to fix the issue or if the disruption caused you financial loss, you may have a right to claim. For more detailed guidance, see our advice on seeking compensation for building work disruptions.
For a detailed overview of your rights regarding repair, replacement, or refund, you can also refer to repair, replacement, or refund.
When to Request Each Remedy
Ask for a repair or redo if the issue is fixable and you’re happy for the trader to try again.
Request a refund if the work is beyond repair, if attempts to fix it have failed, or if you’ve lost confidence in the trader’s ability to put things right.
Claim compensation if you’ve suffered extra loss or inconvenience as a direct result of the poor quality work.
Keeping Your Request Reasonable
The remedy you ask for should be fair and proportionate to the problem. For example, if only a small part of the work was poor, it may be reasonable to ask for a partial refund or for that specific part to be redone. The law – specifically the Consumer Rights Act 2015 – expects both parties to act reasonably when resolving disputes.
Setting a Deadline
In your letter, it’s a good idea to give the trader a clear and reasonable deadline to respond or take action – typically 14 days. This helps set expectations and shows you are serious about resolving the issue. Be sure to state what you will do if they do not respond, such as escalating your complaint or seeking further advice.
By clearly stating what you want – whether it’s a repair, a redo, a refund, or compensation – and by setting a reasonable deadline, you increase your chances of reaching a satisfactory outcome.
What to Do If the Trader Does Not Respond or Refuses to Fix the Problem
If the trader ignores your complaint or refuses to put things right, you still have options to pursue a fair outcome. Here’s what you can do next:
1. Send a Follow-Up Letter
If you haven’t received a response within a reasonable time – usually 14 days – consider sending a follow-up letter. Restate your complaint, include copies of all previous correspondence, and set a clear deadline for the trader to respond or take action. This shows you are serious and creates a formal record of your efforts.
2. Escalate Your Complaint
If the trader continues to ignore you or rejects your complaint without good reason, you may need to escalate the matter. Check if the trader is a member of a trade association or ombudsman scheme. These organisations often have their own complaints procedures and can sometimes intervene on your behalf.
3. Try Alternative Dispute Resolution (ADR)
When direct negotiation fails, you can consider alternative dispute resolution (ADR) methods. ADR includes options like mediation or arbitration, where an independent third party helps you and the trader reach an agreement. ADR is usually quicker and less formal than going to court, and many traders are willing to participate.
4. Consider Small Claims Court
If all else fails, you may be able to take your case to the small claims court. This is suitable for straightforward disputes where the amount involved is under £10,000 in England and Wales (limits differ in Scotland and Northern Ireland). The court will consider your evidence and decide whether the trader should put things right or compensate you. Before starting a claim, make sure you have tried all other reasonable steps to resolve the dispute.
5. Keep All Correspondence and Evidence
Throughout the process, keep copies of all letters, emails, receipts, photographs of the poor quality work, and any other evidence. This documentation will be vital if you need to escalate your complaint, use ADR, or take legal action.
Further Support
If you’re unsure about your next steps or need more detailed advice, read our guide on how to solve an ongoing consumer problem or explore options for getting more help with consumer issues. These resources provide practical advice and support for handling unresolved complaints.
Related Letters and Next Steps If Your Complaint Leads to Further Action
If your complaint about poor quality work isn’t resolved to your satisfaction, you may need to take further action. Under the Consumer Rights Act 2015, you have the right to expect services to be carried out with reasonable care and skill. If the trader fails to meet these standards, you may be entitled to remedies such as a repeat performance, a price reduction, or, in serious cases, to cancel the contract and claim damages.
Common Next Steps and Related Letter Templates
Depending on the situation, you might need to escalate your complaint. Here are some related letter templates that can help you take the appropriate next step:
If the trader’s poor quality work has caused you to lose trust in them, you can use a letter to end contract due to poor work and lost faith. This template helps you formally notify the trader that you no longer wish to continue with their services.
If the poor work amounts to a breach of contract, you may be able to cancel the agreement altogether. The letter to cancel a breached contract provides a clear format for this situation.
Sometimes, poor quality work is accompanied by misrepresentation or financial loss. If you believe you’re entitled to compensation, the letter to claim damages for misrepresented goods and services can help you set out your case.
If delays are part of the problem, you might want to use a letter to complain about a delay to a service or a letter to make time of the essence for services to set clear deadlines for completion.
For complaints about the general standard of a service, see the letter to complain about the poor standard of a service.
If your issue is with a bill or cashback offer rather than the work itself, templates like the letter to complain about a phone, TV or internet bill and letter to complain to a phone company about cashback may be useful.
Tips for Escalating Your Complaint
Whatever your next step, it’s vital to keep a clear record of all correspondence, including copies of your letters, emails, and any responses from the trader. Timely action is also important – delays could weaken your position or affect your legal rights. Always refer to the Consumer Rights Act 2015 when outlining your complaint, as this sets out the standards traders must meet and the remedies available if they fall short.
If your complaint does lead to further action – such as contract cancellation or a claim for damages – using the right letter template can help ensure your communication is clear, formal, and legally robust. Explore the templates above to find the one that best fits your situation, and keep all documentation organised in case you need to escalate your case further, for example through alternative dispute resolution or the small claims court.
