Bad service can leave you with more than disappointment. A decorator might leave a patchy finish, a repairer might miss a deadline, or a contractor might send an unexpected bill. Consumer rights for services in the UK deal with how work is carried out, what was promised and what you should pay. These rules differ from those for faulty goods.
For most services bought from a business, the Consumer Rights Act 2015 explains when you can ask for corrections, when a price reduction is available and how to challenge unreasonable delays or charges.
What must a paid service deliver?
Reasonable care and skill
Section 49 requires traders to provide services with reasonable care and skill: the standard reasonably expected of someone competent in that work. An outcome you dislike is not automatically a legal breach, but avoidable mistakes or careless workmanship can be.
An incorrectly fitted plumbing connection, for example, may indicate inadequate care. Photographs, the job description and an independent opinion can help show what went wrong.
Agreed promises and specifications
Information the trader provided about a service may become part of your contract if you relied on it when deciding to buy or making a later decision. Keep quotations, emails and booking confirmations. They may show that a promised finish or feature was not delivered.
These service contract rights in the UK generally concern purchases from traders, rather than informal transactions between private individuals. Specialist services can have additional rules.
Poor workmanship: correction or refund?
Start with repeat performance
When a service fails to meet the legal standard or relevant contractual description, the normal statutory remedy is repeat performance. This means the trader must do enough work again to bring the service into line with the contract, not necessarily repeat the entire job.
The repeat performance remedy must be provided within a reasonable time, without significant inconvenience to you and at the trader’s expense, including necessary labour and materials. You should not pay twice to correct the trader’s failure.
When a price reduction is justified
You can seek an appropriate price reduction if correction is impossible, or if the trader fails to provide repeat performance within a reasonable time and without significant inconvenience. Imagine a photographer missing agreed moments at a one-off event: those moments cannot simply be recreated.
The amount depends on the failure and may, in an appropriate case, be the whole price. There is no automatic full refund whenever a service disappoints you. The business can also voluntarily agree to a partial refund rather than redo the work.
Where a refund is due under this statutory remedy, it must be paid without undue delay and within 14 days from the day the trader agrees you are entitled to it. It should normally return by your original payment method, without a fee.
What happens when a service is delayed?
Under section 52, where the contract does not set a time or a way to determine it, the service must be performed within a reasonable time. A straightforward repair and an extensive renovation have different practical timelines.
A breach of this requirement can entitle you to an appropriate price reduction. If the trader misses an expressly agreed deadline, contractual remedies may apply depending on the terms and consequences. Missing a date does not necessarily mean you can instantly cancel for a full refund.
Write down what was agreed, how long you have waited and why the delay matters. Request a completion date in writing. If timing was essential, keep evidence that the trader knew before you booked.
What about an unexpectedly high bill?
A fixed quotation and an estimate are not the same. If you agreed a fixed price, the trader generally cannot demand more without a valid contractual basis or your agreement to extra work.
Where no price or method for calculating one was agreed, section 51 says you must pay a reasonable price and no more. Reasonableness depends on the facts, including the job’s scope, materials and prevailing charges. Neither side can simply choose an arbitrary figure.
Ask for an itemised invoice and compare it with the agreement. Our related guide, understanding quotes and estimates, explains why the distinction matters.
Example: a badly fitted kitchen worktop
Suppose you pay £600 to have a worktop fitted. Afterwards, the join is uneven and water can seep in beside the sink. Photograph the defects, save the specification and contact the fitter before paying somebody else to replace the work.
Describe the faults and request a correction at no extra cost within a reasonable period. If the fitter cannot remedy them or fails to act without significant inconvenience, explain why you are seeking a price reduction. An independent assessment or quote for corrective work may support your proposed amount.
If further water damage is likely, take sensible steps to prevent it and record expenditure. A separate claim for losses caused by a breach may be possible, but those costs are not automatically part of the statutory refund.
How to complain effectively
Contact the trader in writing. Include the booking date, agreed work, problem and outcome you want. “Please correct the uneven join and reseal the sink at your expense” is clearer than a general complaint about quality.
Attach relevant photographs and receipts, and request a written response by a reasonable date. If discussions fail, check for an applicable ombudsman or alternative dispute resolution scheme. Citizens Advice can explain your options, with court action generally a last resort.
For further help, see our guides to writing a consumer complaint letter and challenging an unexpected invoice.
Frequently asked questions
Must I let the same trader put the work right?
Usually, if repeat performance is possible, the trader should have the opportunity to correct the service. A price reduction becomes available under the statutory remedy where correction is impossible or is not provided within a reasonable time without significant inconvenience. Other remedies may also apply.
Can I get all my money back for poor service?
Sometimes. An appropriate price reduction can equal the full price in a serious case, but a free correction or partial refund may be suitable in others.
Does every service have a 14-day cooling-off period?
No. Separate cancellation rights may apply to certain online, telephone or off-premises contracts, subject to exceptions and rules for services begun during that period. They are not a universal right to cancel completed work.
Can a “no refunds” notice remove my rights?
No. A blanket notice cannot exclude statutory liability for failing to use reasonable care and skill. The facts determine which remedy is available.
Conclusion
Poor service consumer rights are easier to enforce when you can show the difference between what was agreed and what you received. For defective work, consider a free correction first; where the legal conditions are met, seek a proportionate price reduction. For delays or charges, check the agreed terms against the rules on reasonable time and price. Clear evidence and a specific request help your complaint reach a practical resolution.