A trader provided a service badly. Am I entitled to a price reduction or refund?

Short answer

When a trader provides a service that does not meet the standard of reasonable care and skill, you are entitled to require them to redo it or — if that is not possible or they refuse — to receive a price reduction. For a service that is so poor it cannot be fixed, you may be entitled to a full refund.

These rights apply to services supplied by a trader to a consumer. They cover tradespeople, solicitors, hairdressers, mechanics, architects, and any other professional or skilled service provider. They do not apply where the problem is purely about personal taste rather than a failure to meet an objective standard.

1 The rule

The Consumer Rights Act 2015 replaced the Supply of Goods and Services Act 1982 for consumer service contracts. It implies three mandatory terms into every service contract between a trader and a consumer.

The three implied terms are: (1) reasonable care and skill; (2) reasonable price (if no price was agreed in advance); and (3) reasonable time (if no time was agreed). Your first remedy for a breach of any of these is to require the trader to redo the part of the service that failed, or to complete it. You can claim a price reduction — or refund — only if the redo remedy fails or is not possible.

2 What you can do now

1. 1
   Identify exactly what was not done to a reasonable standard

   Be specific — vague dissatisfaction is not enough. Compare what the trader did against what a competent person in that trade would have done. Photograph poor workmanship, get a quote from a second tradesperson to remedy the defect, and note dates of all relevant communications. This is your evidence of breach.

2. 2
   Tell the trader in writing what is wrong

   Write to the trader setting out the specific failings, citing the Consumer Rights Act 2015, s.49 (reasonable care and skill), and asking them to redo the work at no extra charge within a reasonable time. A reasonable time is usually 14 days for straightforward work. Keep a copy of your letter and proof it was sent.

3. 3
   Give them a reasonable opportunity to redo it

   Allow the trader a fair chance to return and fix the problem. You are not obliged to allow repeated failed attempts — one genuine attempt is usually sufficient. If they refuse to return, cannot fix the problem, or their attempt fails, you move to a price reduction or refund.

4. 4
   Claim a price reduction or refund

   If the redo remedy fails or is refused, you can claim a price reduction reflecting how much less the service is worth to you. For a catastrophically poor service — for example, a builder who leaves a property uninhabitable — you may claim a full refund. State the amount you consider reasonable, your basis for it (second tradesperson's quote, your own assessment), and give 14 days to pay.

5. 5
   Escalate if the trader refuses

   If the trader disputes your claim, check whether the sector has an Alternative Dispute Resolution (ADR) scheme — many trades are covered by schemes run by trade associations. If not, you can use the small claims track for claims up to £10,000. Use Money Claim Online on GOV.UK. Court fees for a £3,000 claim are currently £115.

3 When this does not apply

• The service was provided business-to-business — the Consumer Rights Act 2015 applies only to consumer contracts. Business-to-business service contracts are governed by the Supply of Goods and Services Act 1982.
• The problem is purely a difference of personal preference (you disliked the colour chosen) rather than a failure to meet an objective standard of skill.
• More than six years have passed since the service was provided — the limitation period for contract claims under the Limitation Act 1980 will apply.
• You are claiming for physical injury or property damage caused by the service — this may also give rise to a negligence (tort) claim with different rules.

4 Common questions