CONSUMER RIGHTS · CONSUMER RIGHTS FOR SERVICES EXPLAINED
Consumer Rights for Services Explained
Your legal rights when services are delayed, poorly performed, or not delivered properly.
Quick summary
- 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
For information only
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?
Services include:
- Building and repair work
- Hairdressing and beauty services
- Professional services (accountants, solicitors)
- Energy and broadband supply
- Repairs and installations
Under the Consumer Rights Act 2015, services must meet legal standards.
Reasonable Care and Skill
A trader must perform the service with the care and skill expected of a competent professional.
Examples of breach:
- Poor workmanship
- Incorrect installation
- Failure to follow agreed specifications
- Unsafe work
Reasonable Time
If no completion date was agreed, services must be completed within a reasonable time.
What is “reasonable” depends on:
- Nature of service
- Complexity
- Industry standards
Unjustified delays may breach contract.
Repeat Performance
If a service is defective, you can require repeat performance.
This means:
- The trader must fix the problem
- At no additional cost
- Within a reasonable time
- Without significant inconvenience
If repeat performance is impossible or fails, you move to price reduction.
Price Reduction
You may be entitled to a partial or full refund if:
- The trader refuses to fix the issue
- Repeat performance is impossible
- The service was not delivered
Refund must be issued within 14 days.
Consequential Loss
In some cases, you may claim for losses caused by poor service.
For example:
- Damage caused by faulty installation
- Additional repair costs
Evidence is important.
How to Complain
- Put complaint in writing
- State what remedy you want
- Keep evidence
- Escalate to ADR if needed
Citizens Advice
https://www.citizensadvice.org.uk
Small Claims (England & Wales)
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
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.