Under the Consumer Rights Act 2015, every contract for building work includes a legal promise that the builder will do the job with reasonable care and skill. They can't sign that away in the small print. If the work falls short, you're entitled to have it put right at no extra cost — and if that doesn't happen, to money back.
What 'reasonable care and skill' means
Section 49 of the Act says services must be performed with reasonable care and skill — in practice, to the standard a competent tradesperson would achieve. Any contract term trying to exclude that is not binding on you. The builder also stays responsible for work done by their subcontractors, so you deal with the firm you hired, not whoever they sent. And under section 50, things the builder told you about the service can become part of the contract if you relied on them when deciding to go ahead.
Your two legal remedies
Your first remedy is repeat performance: the builder must put the work right within a reasonable time, without causing you significant inconvenience, and at their own cost. If that's impossible, or they fail to do it within a reasonable time, you're entitled to a price reduction — which can be up to the full price if the work gave you no benefit at all. Once a refund is agreed, it must be paid within 14 days, using the same payment method you used, with no fee charged. You can also pursue other routes, such as damages, instead.
Step one: gather your evidence
Before you contact the builder, Citizens Advice suggests collecting all the paperwork and receipts, photographing the problem, and writing down what happened with dates and times. Take up the complaint with the business that arranged the work, even if they subcontracted it to someone else.
Step two: put it in writing
Tell the builder what's wrong and what you want, referring to the Consumer Rights Act 2015 and the requirement for reasonable care and skill. Give them a reasonable chance to fix it — the law doesn't define 'reasonable', so agree a timescale between you and confirm it in writing. If they can't or won't fix it, propose a specific refund figure and explain how you arrived at it.
If you can't agree
If the builder belongs to a trade association, check whether it runs a complaints or dispute resolution scheme. Alternative dispute resolution can settle disagreements without going to court, and the Citizens Advice consumer service can advise you by phone or online chat. If you paid by card, you may be able to claim through your card provider under section 75 or the chargeback scheme. Court is the last resort, but for smaller amounts the small claims process is designed to be used without a solicitor.
Frequently Asked Questions
Can I withhold payment if the work is bad?
Withholding a reasonable amount that reflects the defective work is common, but withholding everything can put you in breach of contract yourself. Get advice before refusing to pay, and put your reasons in writing.
Can I get someone else to fix it and send the builder the bill?
Usually you should give the original builder the chance to put it right first — that's your first legal remedy. If they refuse or fail to do it in a reasonable time, the cost of fixing it becomes part of the refund or damages you can claim.
The builder used a subcontractor — who is responsible?
The builder you hired. The Consumer Rights Act makes them responsible for work done by anyone they subcontract, so your complaint goes to them.
Where this information comes from
- Consumer Rights Act 2015, Part 1, Chapter 4 (services)
- Consumer Rights Act 2015 — Explanatory Notes, section 54
- Citizens Advice — Problem with building work or home improvements
General information only, not legal or financial advice. Last checked 2026-09-30.
