Your rights
- Under the Consumer Rights Act 2015, a trader must carry out a service with reasonable care and skill.
- If no price or time was agreed, they must charge a reasonable price and finish within a reasonable time.
- What the builder told you, and you relied on, can form part of the contract.
What you can ask for
If the work is not up to standard, you can ask the builder to put it right (repeat the work) within a reasonable time, at their cost and without significant inconvenience to you. If that is impossible, or they do not do it in a reasonable time, you can ask for a price reduction, which in some cases can be the full price.
Steps to take
- Keep records: the contract, quotes, invoices, messages and dated photos.
- Raise it early and in writing, explaining what is wrong and what you want done, with a reasonable deadline.
- Withhold only what is fair: it can be reasonable to hold back a proportionate amount while defects are fixed, but take advice before withholding large sums.
- Use a scheme: if the builder belongs to a trade body or TrustMark, use its complaints or dispute resolution process.
- Get advice: Citizens Advice can explain your options, and pass details to Trading Standards.
Going to court
If nothing else works, you can make a claim for money through the county court in England and Wales; claims for smaller amounts are usually dealt with on the small claims track. Mediation can be quicker and cheaper, and the court will expect you to have tried to resolve things first. Scotland and Northern Ireland have different processes.
Avoiding problems next time
Most disputes can be avoided with a clear written contract, stage payments, and proper checks before you hire. See our guide to choosing a builder.
Last updated: 14 October 2026
