The short version
General information, not advice
- Services must be carried out with reasonable care and skill
- They must match what was agreed
- They must be performed within a reasonable time
- You may be entitled to repeat performance or a price reduction
When you pay for a service, UK law requires that it be performed properly and within a reasonable time.
This guide explains your rights if services are faulty, delayed, or incomplete.
This is general information about UK consumer law. It is not legal advice.
What counts as a service?
A service is work done for you rather than a product handed over: building and repair work, hairdressing and beauty, professional services such as accountants and solicitors, energy and broadband supply, and installations of all kinds. Under the Consumer Rights Act 2015, all of these have to meet certain legal standards.
Reasonable care and skill
A trader must carry out the work to the standard of a competent professional. Poor workmanship, an incorrect installation, a failure to follow the specification you agreed, or work that is left unsafe all fall short of that and amount to a breach.
Reasonable time
If you never agreed a completion date, the work still has to be finished within a reasonable time. What counts as reasonable depends on the nature of the service, how complex it is, and what is normal in the trade. Drag a job out without good reason and the trader may be in breach of contract.
Repeat performance
If the work is defective, you can require repeat performance. The trader has to come back and put the problem right at no extra cost, within a reasonable time, and without causing you significant inconvenience. Where that is impossible, or where it has already been tried and failed, you move on to a price reduction.
Price reduction
You may be entitled to a partial or full refund where the trader refuses to fix the problem, where repeat performance simply isn't possible, or where the service was never delivered at all. Any refund is due within 14 days.
Consequential loss
Sometimes the damage runs wider than the job itself. If poor work causes further loss, a faulty installation that damages your property, say, or additional repair costs you would not otherwise have faced, you may be able to claim for it. As ever, evidence is what makes the claim stand up.
How to complain
Put your complaint in writing, say what remedy you want, and keep your evidence. If the trader will not resolve it, escalate to ADR.
Citizens Advice https://www.citizensadvice.org.uk 0808 223 1133
Small Claims (England & Wales) https://www.gov.uk/make-court-claim-for-money
Key takeaways
- Services must be carried out with reasonable care and skill
- You can require repeat performance
- You may be entitled to a price reduction
- Delays may breach contract
- Escalation routes are available
Common questions
Can I refuse to pay for poor work?
You should seek legal advice before withholding payment, but you may have rights to price reduction.
What if damage was caused?
You may claim for repair costs if damage resulted from poor workmanship.
Does this apply to professional services?
Yes. Accountants, solicitors, and tradespeople must meet reasonable standards.
How long do I have to claim?
Usually up to 6 years in England and Wales for contract claims.
Can I use an ombudsman?
Some sectors have ombudsman schemes.