Refund for Poor Builder Work: Your UK Rights
When you hire a builder or tradesperson, you expect professional work. Discovering shoddy craftsmanship or incomplete jobs can be incredibly frustrating and costly. Fortunately, UK consumer law provides clear protections when services fall short of what's expected.
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Under the UK Consumer Rights Act 2015, any service, including building work, must be carried out with reasonable care and skill. If the work is substandard, not completed as agreed, or not done within a reasonable timeframe, you have a legal right to remedies. Initially, the builder has the right to a 'repeat performance' to fix the issues at no extra cost to you. If this isn't possible or they fail to fix it, you are entitled to a 'price reduction', which can be up to 100% of the cost, effectively a full refund.
Step by step
- 1Document everything: Take clear photos and videos of the poor work, gather all contracts, invoices, emails, and text messages. Note down dates and times of conversations.
- 2Contact the builder in writing: Clearly explain the issues, referring to specific clauses in your contract or the Consumer Rights Act 2015. State what you expect them to do, either fix the work within a reasonable timeframe or provide a refund.
- 3Consider Alternative Dispute Resolution (ADR): If the builder doesn't respond or refuses to cooperate, check if they belong to a trade association with an ADR scheme. This can be a quicker and cheaper way to resolve disputes than court.
- 4Escalate to small claims court: As a last resort, if all other avenues fail, you can pursue your claim through the small claims court. Ensure you have all your documentation ready to present as evidence.
What they'll say, and your comeback
“It's not my fault, the materials were faulty.”
Comeback, As the service provider, you are responsible for ensuring all materials used are fit for purpose and of satisfactory quality. This falls under your obligations.
“You changed your mind about the design, so I can't be held responsible for the current state.”
Comeback, This isn't about a change of mind. The issue is with the quality of the work itself, which does not meet the reasonable care and skill standard required by law.
“I've done my best, that's just how it turned out.”
Comeback, The Consumer Rights Act 2015 requires services to be carried out with 'reasonable care and skill', not just 'best effort'. The outcome must meet a reasonable standard.
FAQ
Do I have to let the builder try to fix the work?
Yes, generally the builder has a right to a 'repeat performance' to rectify the issues. You should allow them a reasonable opportunity to do so, provided they commit to fixing it properly and at no extra cost.
What if the builder has gone out of business?
If the builder is no longer trading, getting a refund becomes much harder. You might need to claim against their insurance if they had professional indemnity insurance, or consider if you paid by credit card for Section 75 protection if the work cost over £100.
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A self-serve tool, not a law firm. General information, not legal advice.