Preserve evidence, raise the problem clearly and understand the basic consumer-rights route.
Applies to: Consumer rights vary by facts and UK nation. Get individual advice for a real dispute.
Last checked: 3 October 2026
Key points
• Keep the quote, contract, invoices, messages, receipts, photos and dates.
• Raise the problem with the trader who arranged the work.
• Consumer services must generally be performed with reasonable care and skill.
• Unsafe work needs urgent specialist or official attention, not just a contractual complaint.
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Build an evidence record
Before the facts become harder to reconstruct, gather the written agreement, photographs, payment records, messages and a dated note of what happened. Keep communication factual and specific.
Raise the problem clearly
Explain what you believe is wrong, refer back to the agreed scope and say what outcome you are asking for. Citizens Advice says the trader who arranged the work is the one to raise the problem with even where subcontractors were involved.
Reasonable care and skill
The Consumer Rights Act 2015 includes a term that a trader supplying a service to a consumer must perform it with reasonable care and skill. The remedies and next steps depend on the circumstances, so use current consumer guidance or obtain advice before escalating a significant dispute.
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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