A practical response process for defects, delays, damage or disputed extras.
Applies to: UK domestic trades; consumer rights depend on the facts and contract.
Last checked: 16 October 2026
Key points
• Respond promptly and keep communications factual.
• Inspect the issue and document evidence before proposing a fix.
• Do not assume an unsupported 'no refunds' clause removes statutory rights.
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Why it matters
Most disputes become harder when messages are ignored or the contractor argues about blame before examining the work. A written response gives both sides a useful record.
Practical job checklist
• Acknowledge the complaint and identify each specific problem.
• Arrange an inspection or request dated photos and documents.
• Distinguish agreed scope, variations, workmanship and unrelated existing defects.
• Explain proposed remedy, timing and any genuine disagreement in writing.
What to do next
Keep a record of the fix and ask the customer to confirm what is resolved. Where no agreement is possible, signpost the contract's complaint or dispute route and current consumer guidance.
Official sources
Use these official sources for the current detail that applies to your job, contract or location.
BuildPair provides general information and signposting, not legal, structural, electrical, gas or building-control approval. Requirements can change and the right answer depends on the work, contract, location and facts.
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