Understanding Your Rights When a Paid Service Is Not Completed
When you pay for a service – such as having your home cleaned, your car repaired, or your garden landscaped – you expect the work to be completed as agreed. If the service provider fails to finish the job or does not deliver what was promised, this is known as a paid service not being completed. This can include situations where the work stops halfway, is left unfinished, or does not meet the standards or timeframe you agreed upon.
Your Basic Consumer Rights
Under UK law, you are protected when you pay for services. The most important law in this area is the Consumer Rights Act 2015. This Act sets out that any service you pay for must be:
Carried out with reasonable care and skill
Completed within a reasonable time (if no specific timeframe was agreed)
Provided as described, according to any information or promises made before you agreed to the service
If a service is not completed as agreed, you have the right to ask the provider to finish the work or put things right. If they cannot or will not do this, you may be entitled to a price reduction or a refund, depending on the circumstances.
Why Knowing Your Rights Matters
Understanding your rights is the first step to resolving problems effectively. If you know what the law says, you can confidently approach the service provider and request what you are entitled to – whether that’s having the work finished, getting some of your money back, or seeking compensation for inconvenience or extra costs.
The Consumer Rights Act 2015: Your Protection
The Consumer Rights Act 2015 is the main piece of legislation protecting you when you pay for services in the UK. It covers most types of services, from building work and repairs to professional services like hairdressing or accountancy. If the service you received falls short of what was agreed, or is not completed at all, this law gives you clear options for redress.
For example, if you paid for a plumber to install a new boiler and the job was left unfinished, the Act allows you to ask them to complete the work or, if that’s not possible, to get some of your money back.
Related Service Problems
Not all service issues are the same. Sometimes the problem isn’t just about the service being left unfinished – it could be about poor quality, delays, or services not matching what was promised. To understand how these different issues are handled, it’s helpful to look at the bigger picture of problems with a service. This can help you see what steps to take, what evidence you might need, and what outcomes to expect.
Knowing your rights under the law and where to find further guidance means you’re better equipped to resolve issues if a paid service is not completed as agreed. If you’re facing a problem, don’t hesitate to explore more about your options and how to stand up for your consumer rights.
What To Do If a Paid Service Is Not Completed
If you’ve paid for a service in the UK and it hasn’t been completed as agreed, it’s important to act quickly to protect your rights. Here’s what you should do:
1. Review Your Agreement
Start by checking any contracts, emails, or written agreements you have with the service provider. Look for details about what was promised, deadlines, and cancellation terms. Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, within a reasonable time, and for a reasonable price if not agreed in advance.
2. Contact the Service Provider
Get in touch with the provider as soon as you notice the issue. Explain clearly what part of the service is incomplete or not done properly. It’s best to communicate in writing (such as email), so you have a record of what was said and when. Be polite but firm, and set out what you expect – whether it’s finishing the job, correcting mistakes, or offering a refund.
3. Keep Detailed Records
Keep copies of all correspondence, contracts, invoices, and receipts. Make notes of any phone calls, including the date, time, and who you spoke to. These records will be essential if you need to escalate your complaint or take legal action.
4. Request Completion or Correction
You have the right to ask the provider to complete the service or fix any problems at no extra cost. Give them a reasonable deadline to do this. If they refuse or fail to act, you may have the right to get someone else to finish the job and claim the costs back.
5. Ask for a Refund or Compensation
If the provider still doesn’t complete the service, you can ask for a price reduction or a full refund, depending on how much of the service was done. You may also be entitled to compensation for any additional costs or inconvenience caused.
If you arranged the service online, over the phone, or by mail order, you can use a letter to cancel a service as a template to formally cancel and request your money back.
6. Act Promptly and Know the Time Limits
Don’t delay – acting quickly helps protect your rights. There are time limits for making complaints and taking legal action. For most consumer services, you should raise the issue as soon as possible, and any court claim for breach of contract generally must be made within six years of the problem arising.
If you need further help, consider seeking advice from a consumer support organisation. Taking these steps will give you the best chance of resolving the issue and recovering your money if a paid service is not completed.
Your Legal Options for Refunds and Compensation
Your Legal Options for Refunds and Compensation
If you have paid for a service in the UK and it has not been completed as agreed, you have clear rights under the law. The main piece of legislation that protects you in these situations is the Consumer Rights Act 2015. This law sets out what you can expect from service providers and what you can do if things go wrong.
Your Right to a Refund
Under the Consumer Rights Act 2015, any service you pay for must be carried out with reasonable care and skill, within a reasonable time, and as agreed in your contract. If the service is not completed, or not completed properly, you are usually entitled to ask for a refund.
You can reject the service if it is not provided at all, or if it falls significantly short of what was promised. In these cases, you can request your money back. For example, if you paid for a plumber to fix your boiler and they did not finish the job, you can ask for a full refund for the incomplete work.
Claiming Compensation for Losses or Inconvenience
If the failure to complete the service has caused you extra costs or significant inconvenience, you may also be entitled to compensation. This could cover things like the cost of hiring another provider to finish the job, or losses you suffered because the service was not done on time. Keep records of any extra expenses and how the problem has affected you, as this will help support your claim.
Partial Refunds for Partly Completed Services
Sometimes, a service may be partly completed. In these cases, you do not have to pay for work that was not done or was done poorly. You can ask for a partial refund that reflects the value of the work that was actually finished. For example, if a decorator only painted half the rooms you agreed on, you should only pay for the rooms that were completed to a reasonable standard.
How the Consumer Rights Act 2015 Protects You
The Consumer Rights Act 2015 gives you the right to expect services to be performed with reasonable care and skill. If a service is not provided as agreed, the law says you can:
Ask for the service to be repeated or fixed (if possible)
Request a price reduction or refund if the issue cannot be resolved
Claim compensation for any direct losses or inconvenience caused
These rights apply whether you have a written contract or a verbal agreement.
Escalating the Issue
If the service provider refuses to cooperate, you should first make a formal complaint in writing, setting out what you want – such as a refund or compensation. If this does not resolve the issue, you can escalate the matter by:
Contacting a consumer advice service for further support
Using an alternative dispute resolution (ADR) scheme if available
Taking your case to the small claims court as a last resort
Always keep copies of all communications and any evidence of the problem.
For more detailed information about your rights and the remedies available, see the official Consumer Rights Act 2015 guidance from GOV.UK. This resource provides clear explanations of your legal protections and what steps you can take if a paid service is not completed as agreed.
Dealing with Disputes and Getting Help
Dealing with Disputes and Getting Help
If you’ve paid for a service in the UK that hasn’t been completed as agreed, and the service provider disputes your claim or refuses to put things right, you still have options. Knowing how to handle a dispute can make a big difference in achieving a fair outcome.
What to Do If the Service Provider Disputes Your Claim
Start by communicating clearly and calmly with the service provider. Explain what has gone wrong, what you expected, and what you want them to do to resolve the issue. Refer to any agreements, contracts, or written quotes you have.
If the provider disagrees with your version of events or denies responsibility, ask them to explain their reasons in writing. Keep all correspondence, including emails, letters, and notes from phone calls. Detailed records will be valuable if the dispute continues.
Options for Resolving Disputes
Negotiation
Often, disputes can be settled through negotiation. Be polite but firm about your rights under the Consumer Rights Act 2015, which says that services must be carried out with reasonable care and skill. You can ask for the service to be finished properly, for a partial or full refund, or for compensation if you have suffered a loss.
Mediation
If negotiation doesn’t work, consider mediation. Mediation is a process where an independent third party helps you and the provider reach an agreement. It’s usually quicker, less formal, and less expensive than going to court.
Using Alternative Dispute Resolution (ADR) Schemes and Ombudsmen
Many service sectors in the UK have Alternative Dispute Resolution (ADR) schemes or ombudsmen. These are independent bodies that can look into your complaint and help you and the provider reach a fair solution. Some ADR schemes are free, while others may charge a small fee.
Check if the service provider is a member of an ADR scheme or regulated by an ombudsman. If they are, you can usually submit your complaint online or by post. The ADR body will review the evidence from both sides and make a recommendation or decision.
Taking Legal Action in Small Claims Court
If you can’t resolve the dispute through negotiation or ADR, you may decide to take legal action. For most consumer service disputes, you can use the small claims court in England and Wales (sometimes called the county court). The small claims process is designed to be accessible for individuals without legal representation and covers claims up to £10,000.
Before starting a claim, you must send the service provider a formal ‘letter before action’ explaining your case and giving them a final chance to resolve the dispute. If they still refuse, you can start a claim online or by post. You’ll need to pay a fee, but you may be able to recover this if you win your case.
Getting Free Advice and Support
You don’t have to face a dispute alone. There are several organisations in the UK that offer free advice and support with consumer problems, including help with making a claim, understanding your rights, and preparing for court. These services can guide you through the process and help you present your case effectively.
Stay Calm and Keep Records
Dealing with a dispute can be stressful, but it’s important to stay calm and professional throughout. Keep detailed records of everything: contracts, receipts, letters, emails, and notes of any conversations. These documents can be crucial evidence if your case goes to ADR or court.
By understanding your rights, keeping good records, and following the right steps, you can put yourself in the best position to resolve the issue and get the outcome you deserve.
Special Cases and Related Service Issues
When a paid service isn’t completed as agreed, the situation can sometimes be more complicated than a simple refund or repair. Some services have unique circumstances or legal requirements that affect your rights and the steps you should take. Here are a few special cases and related service issues you might encounter:
Services Involving Personal Items
If you’ve paid for a service that involves your personal possessions – such as dry cleaning, repairs, or storage – and your items are lost, damaged, or not returned, your rights may differ from standard service contracts. For example, specialist rules often apply to dry cleaners, including limits on compensation and the need for clear terms and conditions. If this applies to you, see our dedicated guide on what to do if your clothes have been lost or damaged by a dry cleaner.
Travel, Holidays, and Event Bookings
Travel services, package holidays, and event bookings are covered by specific consumer protections in the UK. If your holiday, flight, or event is cancelled or not provided in full, you may be entitled to a refund, rebooking, or compensation under laws such as the Package Travel and Linked Travel Arrangements Regulations 2018. For more details about your rights and how to claim, visit our guide to travel and holidays cancellations and compensation.
Insurance-Related Services
If the incomplete service relates to an insurance claim – for example, if your insurer fails to process your claim or does not deliver the promised service – you have specific rights under the Financial Services and Markets Act 2000 and the rules set by the Financial Conduct Authority (FCA). For help with these situations, see our guidance on problems with an insurance claim.
Delays and Slow Progress by Contractors
Sometimes, the issue isn’t that the service is never completed, but that it’s taking much longer than agreed. If you’ve hired a builder, decorator, or other contractor who is missing deadlines or not making reasonable progress, you have rights under the Consumer Rights Act 2015 to expect services to be carried out within a reasonable time. For practical steps you can take, including how to set deadlines and escalate matters, read our speed up slow contractors deadline tips legal rights guide.
When to Seek Specialist Advice
Some service issues – such as those involving high-value items, complex contracts, or regulated industries – may require specialist advice. In these situations, it’s important to check the specific terms of your agreement and consider getting independent legal or consumer support.
By understanding the particular rules that apply to your situation, you can take the right steps to resolve the issue and protect your consumer rights. If your case doesn’t fit neatly into any of the above, explore our related guides for more tailored advice.
