Step-by-step
Document the problems
Take detailed photos and videos of the poor or incomplete work. Note specific defects and compare against what was agreed.
Review your agreement
Check any written quote, contract, or communications showing what was agreed. This establishes what they should have delivered.
Get an expert assessment
For disputed work quality, get an independent tradesperson to assess the work and provide a written report on defects.
Give them chance to fix it
Write to the tradesperson listing the defects and giving reasonable opportunity to remedy the work.
Send letter before claim
If they refuse or fail to fix, send a formal letter before claim stating the amount you are claiming.
File your claim
File via Money Claim Online, including the cost to remedy defects or refund for work not done.
Understanding Faulty Services Claims
Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If a tradesperson or contractor fails to meet this standard, you can claim compensation.
Common scenarios:
- Tradesperson failed to complete agreed work
- Work not done to acceptable standard
- Overcharged for poor work or work not agreed
- Additional charges not in original quote
Your rights:
- Service performed with reasonable care and skill
- Service completed in reasonable time (if not agreed)
- Price as agreed (or reasonable if not specified)
Evidence You Need
Essential evidence:
- Service agreement, quote, or contract
- Photos of incomplete or poor work
- Payment records
- Communication timeline with the tradesperson
Helpful evidence:
- Expert assessment of work quality
- Quotes from other tradespeople to fix the work
- Before and after photos
- Witness statements
Tips:
- Keep all text messages and emails
- Note dates of visits and what was discussed
- Get written quotes for remedial work
What You Can Claim
Typical claim value: £50 - £10,000
You can claim:
- Cost to have work completed by someone else
- Cost to fix defective work
- Refund of money paid for work not done
- Consequential losses (e.g., damage caused by poor work)
Calculating your claim:
- Get quotes from other contractors to complete/fix the work
- Deduct any value you received from the original work
- Add any additional costs caused by the defects
Common Defences and How to Counter Them
"The work was done properly"
- Counter with independent expert report
- Show photos documenting defects
- Compare against industry standards
"You agreed to the extra charges"
- Show original quote and any variations agreed in writing
- Courts expect tradespeople to get written approval for extras
"You prevented us from completing"
- Show communications offering access
- Document any delays caused by them
"It was a minor issue"
- Demonstrate impact on you
- Show cost to remedy
Frequently asked questions
Should I pay the full amount if work is incomplete?
You can withhold a reasonable amount to cover completing the work, but complete non-payment may be seen as unreasonable. Pay for work satisfactorily completed and withhold proportionate to the outstanding issues. Document why you are withholding.
Can I claim if there was no written contract?
Yes. Verbal agreements are legally binding. Use text messages, emails, and any other communications to prove what was agreed. Quotes and invoices also evidence the agreement.
How do I find an expert to assess the work?
Contact another qualified tradesperson in the same field. Trade associations can recommend members. For small claims, a written assessment from a competent professional is usually sufficient - you rarely need a formal surveyor report.
What if they threaten to sue me for non-payment?
They can counterclaim, but if you have valid grounds for withholding payment (documented defects), the court will consider both claims together. Having proper evidence of the defects protects you.
Can I claim against a tradesperson who has no insurance?
Yes. Lack of insurance does not prevent a claim. However, enforcing any judgment may be harder if they have limited assets. Check if they are a member of a trade association with a guarantee scheme.
What is "reasonable care and skill"?
This is the standard expected of a competent tradesperson in that field. Work should meet industry standards and building regulations where applicable. An expert can confirm whether the standard was met.
This guide provides general information about UK small claims court procedures and is for educational purposes only. It does not constitute legal advice. CourtPilot is not a law firm and is not regulated by the Solicitors Regulation Authority. The law may have changed since this guide was last updated. For advice specific to your situation, please consult a qualified solicitor or seek help from Citizens Advice.