How to Claim for Faulty or Incomplete Services
Guide to claiming against tradespeople, contractors, and service providers who failed to complete work properly or to an acceptable standard.
Step-by-Step Guide
Document the problems
15 minsTake detailed photos and videos of the poor or incomplete work. Note specific defects and compare against what was agreed.
Tip: Include a newspaper or dated phone screen in photos to prove when they were taken.
Review your agreement
10 minsCheck any written quote, contract, or communications showing what was agreed. This establishes what they should have delivered.
Get an expert assessment
60 minsFor disputed work quality, get an independent tradesperson to assess the work and provide a written report on defects.
Give them chance to fix it
10 minsWrite to the tradesperson listing the defects and giving reasonable opportunity to remedy the work.
Send letter before claim
10 minsIf they refuse or fail to fix, send a formal letter before claim stating the amount you are claiming.
File your claim
20 minsFile via Money Claim Online, including the cost to remedy defects or refund for work not done.
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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
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.
Legal Disclaimer
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.
Related Guides
Industry-Specific Guidance
We have detailed guides tailored for specific industries facing these types of disputes.
Trades & Home Services
For plumbers, electricians, builders, and tradespeople facing payment disputes and unfair claims.
Freelancers & Agencies
For freelancers and agencies recovering unpaid invoices and dealing with scope disputes.
Professional Negligence
For claims against surveyors, accountants, financial advisers, and other professionals.
Motor Trade
For used car disputes, vehicle repairs, and motor trade consumer claims.
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