The Consumer Rights Act 2015 doesn't just cover goods — it covers services too, from a builder or plumber to a hairdresser, mechanic, or removal firm. The core rule is that a service must be carried out with reasonable care and skill, at a reasonable price (if not agreed upfront), and within a reasonable time (if not agreed upfront).
| Issue | First remedy | If that doesn't fix it |
|---|---|---|
| Work done without reasonable care and skill | Repeat performance at no extra cost | Price reduction, or refund in serious cases |
| No price agreed, and price charged is unreasonable | Negotiate down to a reasonable price | Small claims court if unresolved |
| No timeframe agreed, and it's taken unreasonably long | Ask for a completion date; escalate if missed | Price reduction or refund for the delay's impact |
The standard a reasonably competent tradesperson in that field would meet — not perfection, but not obviously careless, incompetent, or against normal industry practice either. A qualified builder leaving a wall visibly unlevel, or a mechanic failing to fix the fault you paid them to fix, would generally fall short.
First right to ask for is for them to fix the problem, at no extra cost, within a reasonable time and without causing significant inconvenience. If they can't or won't fix it, or a second attempt still fails, you can ask for a price reduction, and in serious cases a full refund.
You can withhold a reasonable amount reflecting the shortfall in quality, but withholding the entire payment for a genuinely partially-completed or partly-defective job can itself be a breach of contract on your side — get advice (e.g. Citizens Advice) before withholding a large sum.
Yes — if a price was agreed (verbally or in writing) before work started, that's the price, aside from genuinely unforeseen extra work you agree to separately. Without an agreed price, the law says only a 'reasonable' price can be charged.
This is a straightforward breach of contract — you're entitled to your deposit back. If they've disappeared or refuse, small claims court is the usual route for amounts under £10,000 in England and Wales.
Yes, in principle the same reasonable care and skill standard applies to most services supplied by a business to a consumer, though regulated professions (legal, financial, medical) often also have their own separate regulator and complaints process worth using in parallel.