The first step (although not always possible) is to try and speak to the person or firm that carried out the substandard work for you. If they were a rogue trader then it may prove difficult to track them down, however if it was work that just didn’t go to plan then they still have a chance to right the wrong.

 

If, after having spoken with them, the trader will not agree to complete the work to a satisfactory standard you should write to them (see template letter) and retain a copy of the letter for your records. You should also take videos or photographs of the work so that you have a record of it for future reference.

 

If this does not settle the matter then it will be time to seek the involvement of Trading Standards, or a trade association, or if they have quite simply stolen your money and disappeared then you should seek the advice of a solicitor or the police as a crime may have been committed. 

Copy and paste text or download Word Document here...

 

Dear NAME OF TRADER
I have discovered the following problem with the work you have done for me: The work carried out on my property has been installed badly. BRIEF EXPLANATION.


The Consumer Rights Act 2015 says that reasonable care and skill must be used while working. In my opinion, you did not use reasonable care and skill when you carried out this work and you have broken your contract with me.


I ask that you: redo the work.  As a good will gesture I also request a 5% discount on the price of the job for the inconvenience your poor quality of work has caused me.

Please contact me as soon as possible, and no later than 14 days from the date on this letter, to agree a date by which this work will be put right.

If I do not hear back from you in the time suggested above, I will consider taking further action and seeking legal advice.


I look forward to hearing from you.


Yours sincerely

 


John Smith
 

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HOW  TO  COMPLAIN

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