Understanding Your Rights When a Service Goes Wrong
When you pay for a service in the UK – such as home repairs, hairdressing, or cleaning – you are protected by the Consumer Rights Act 2015. This law sets out clear standards that all service providers must meet. If something goes wrong, knowing your rights can help you resolve the issue more effectively.
A problem with a service can include work that is done poorly, not finished as agreed, not matching the description you were given, or not provided at all. Under the law, you have the right to expect services to be carried out with "reasonable care and skill." This means the work should meet the standards of a competent professional in that field.
If the service you receive falls short, you may be entitled to ask for the work to be redone, a price reduction, or even a full or partial refund. In some cases, you might also be able to claim compensation for any losses caused by the poor service.
It’s important to keep evidence of your agreement with the service provider, such as receipts, contracts, emails, or messages. This documentation will support your case if you need to make a complaint or claim.
To understand how these rights fit into the bigger picture – including your options for refunds and compensation on purchases – explore the wider guidance available. This will help you take the right steps if you need to challenge a service that hasn’t met your expectations.
What to Do If You Have a Problem with a Service
If you’ve paid for a service and it’s not been carried out properly, the Consumer Rights Act 2015 gives you important protections. Here’s what you should do if you have a problem:
1. Contact the provider: Start by getting in touch with the company or individual who provided the service. Explain clearly what went wrong and why you’re unhappy. Be specific about the issues – whether the work wasn’t completed, was done to a poor standard, or didn’t match what was agreed.
2. Ask for a fix or refund: Under the law, you’re entitled to have the service put right at no extra cost, or, in some cases, to get some or all of your money back. To find out more about your refund rights in the UK, check the rules that apply.
3. Make a formal complaint: If the provider doesn’t resolve your issue, follow their official complaints procedure. Put your complaint in writing and keep copies of all your communications, including emails, letters, and notes from phone calls.
4. Be aware of time limits: You should act as soon as possible – ideally within a reasonable time after the problem arises. Keeping detailed records can help if you need to escalate your complaint.
5. Compensation for losses: If the poor service has caused you extra costs or losses (for example, damage to your property), you may be able to claim compensation. Make sure you have evidence of your losses.
6. Next steps if the provider won’t help: If you still can’t resolve the issue, you might consider alternative dispute resolution (ADR) schemes or, as a last resort, making a claim in the small claims court.
If you need more help about a consumer issue, further advice and support is available.
Common Problems with Services and Specific Advice
When you pay for a service in the UK – such as building work, car repairs, hairdressing, or cleaning – you have legal rights under the Consumer Rights Act 2015. Common problems include the service not being carried out with reasonable care and skill, not matching what was agreed, taking too long, or being left unfinished. You might also find that the service provider uses poor-quality materials or fails to deliver what was promised.
If you experience any of these issues, the law gives you the right to ask for the service to be repeated or fixed at no extra cost, or to receive a price reduction if the problem isn’t resolved. The exact steps you should take can depend on the type of service and the nature of the problem. For example, dealing with a faulty repair is different from handling a missed delivery or poor workmanship.
To help you get the right advice quickly, we offer detailed guidance for specific types of service problems. Whether your issue is with a tradesperson, a professional service, or something else, you’ll find tailored information to guide you through your next steps.
If Your Clothes Have Been Lost or Damaged by a Dry Cleaner
If a dry cleaner has lost or damaged your clothes, you have specific rights under the Consumer Rights Act 2015. The law states that services must be provided with reasonable care and skill. If your clothes are not returned, or are returned in a worse condition than when you left them, you may be entitled to compensation, repair, or replacement. It’s important to keep any receipts, records of your agreement, and evidence of the damage or loss. To find out exactly what steps you can take, how to complain, and what evidence to provide, see our detailed guide on lost or damaged clothes by a dry cleaner.
Paid Service Not Completed
If you’ve paid for a service that hasn’t been finished, you have important rights under the Consumer Rights Act 2015. The law says services must be carried out with reasonable care and skill, and within a reasonable time. If the provider fails to complete the work as agreed, you may be entitled to ask for the service to be finished, or to get some or all of your money back.
For step-by-step guidance on what to do if your paid service not completed, including how to claim a refund or request the work be completed, see our dedicated advice.
Other Related Service Issues
If you’re facing issues with a service, there are several related areas of consumer law that might also apply to your situation. For example, if a service provider causes damage to your property while carrying out their work, you may have the right to claim compensation under the Consumer Rights Act 2015. If you’ve paid for a service in advance and the company goes out of business, you may need to look into your options for getting your money back, such as chargeback through your bank or making a claim through an insolvency process.
You might also encounter problems with contracts, such as unfair terms or hidden charges. The Consumer Contracts Regulations 2013 set out your rights when you agree to services online, over the phone, or at home, including cancellation periods and information you must be given before you agree to the contract.
Understanding these related issues can help you take the right steps if your situation doesn’t fit neatly into one category. For more detailed guidance, you can explore specific topics such as what to do if a service causes damage, your rights if a company goes bust, or how to deal with unfair terms in service contracts.
Events and Tickets
When you buy tickets for an event – like a concert, sports match, or theatre show – you’re paying for a service. If the event is cancelled, rescheduled, or your tickets turn out to be invalid, you have rights under the Consumer Rights Act 2015. This law says that services must be provided with reasonable care and skill, and as agreed at the time of purchase.
If the event is cancelled, you’re usually entitled to a full refund of the ticket price. If your tickets are invalid or not delivered as promised, you should also be able to claim a refund or request that the issue is put right. Always check the terms and conditions, as some providers may offer alternatives like rescheduled dates or credit notes, but you don’t have to accept these unless you choose to.
For more detailed information on your rights and what steps to take, see our dedicated section on events and tickets.
If Something Is Advertised at the Wrong Price
If you discover that a service you want to buy has been advertised at the wrong price, your rights depend on what stage you are at in the buying process. Under the Consumer Rights Act 2015, businesses must not mislead customers with incorrect pricing information. However, if the mistake was obvious or you should reasonably have noticed it was a pricing error, the business may not have to honour the advertised price.
If you have already paid and the service has been provided, you may be entitled to a refund of the difference if you were charged more than the advertised price. If the service has not yet been provided, the business can usually cancel the contract and refund your payment if the price was clearly a mistake. If you feel you have been treated unfairly or misled, you can ask for the correct price to be honoured or seek compensation, but this will depend on the circumstances.
For more information about your rights and what to do if you encounter a pricing error, see our section on advertised at the wrong price.
Problems with Purchased Goods
While this page focuses on problems with services, issues with goods – such as faulty products or items not as described – are covered by slightly different rules. Under the Consumer Rights Act 2015, you have specific protections when you buy goods, including the right to a refund, repair, or replacement if something goes wrong. Sometimes, problems with goods and services can overlap, for example, if a product is supplied as part of a service.
If your issue relates to a product rather than a service, you can find more detailed guidance on your rights and what steps to take under problems with purchased goods. This resource explains how to get help if you’ve received goods that are faulty, damaged, or not what you ordered.
Repairs and Maintenance
When you pay for repairs or maintenance – such as plumbing, electrical work, or general upkeep – you have rights under the Consumer Rights Act 2015. The law requires that services must be carried out with reasonable care and skill, within a reasonable time, and for a reasonable charge (if not agreed in advance).
If you’re a tenant, your landlord is usually responsible for certain repairs and maintenance in your rented home. You can learn more about your rights and responsibilities regarding repairs and maintenance in rented properties.
If repairs are not completed properly or on time, you should first contact the service provider or landlord to explain the issue and give them a chance to fix it. If the problem isn’t resolved, you may be entitled to ask for the work to be redone, a price reduction, or, in some cases, compensation. Always keep records of your communications and any agreements.
For more details on what to do if a service hasn’t been provided as agreed, see the other sections of this page.
Train Cancellations and Compensation
If your train is cancelled or delayed, you have rights under the National Rail Conditions of Travel and the Consumer Rights Act 2015. These rules mean train operators must provide a reasonable service as agreed when you bought your ticket. If they fail to do so – for example, if your train is late or cancelled – you may be entitled to compensation or a partial refund.
Most train companies offer compensation schemes such as Delay Repay, which lets you claim money back if your journey is delayed by a set amount of time. The amount you can claim depends on how long the delay was and the type of ticket you bought. To make a claim, keep your ticket and check the train company’s process for submitting compensation requests.
For more detailed information on your rights and how to claim, visit our page on train cancellations and compensation.
Refunds for Faulty Digital Downloads
If you buy a digital download – such as music, software, or an app – and it turns out to be faulty or not as described, you have rights under the Consumer Rights Act 2015. The law says digital content must be of satisfactory quality, fit for purpose, and as described by the seller. If it isn’t, you’re usually entitled to a repair, replacement, or refund.
If you experience problems, contact the provider as soon as possible and explain the issue. You can ask for the fault to be fixed or request a refund if a fix isn’t possible or isn’t provided within a reasonable time. For more detailed guidance, see our advice on refunds for faulty digital downloads.
Remember, your rights also cover situations where digital content causes damage to your device or other digital content, in which case you may be entitled to compensation.
