Builder and Tradesperson Complaints

ComplaintsLast reviewed: 1 April 20256 min

Disputes with builders and tradespeople are among the most common consumer complaints in the UK. Whether work is incomplete, substandard, or significantly overpriced, you have rights under the Consumer Rights Act 2015. Taking the right steps — and keeping good records from the start — gives you the best chance of getting the outcome you want.

Key points

  • Services must be performed with reasonable care and skill under the Consumer Rights Act 2015.
  • Always get a written quote before work starts and agree the scope in writing — verbal agreements are harder to enforce.
  • Give the builder a reasonable opportunity to put defective work right before appointing a replacement contractor.
  • The Federation of Master Builders and TrustMark-registered traders have dispute resolution services.

Before Work Starts

Prevention is better than cure in building disputes. Before instructing any builder or tradesperson:

  • Get a written quote specifying exactly what work will be done, the materials to be used, and the total price. If the quote is an estimate, ask for the conditions under which the cost might change.
  • Check references and, where applicable, trade body membership (Gas Safe for gas engineers, NICEIC or NAPIT for electricians, TrustMark for general builders).
  • Agree a written programme for when the work will start and be completed.
  • Avoid paying large deposits upfront — pay in stages as work is completed where possible.
  • Document the condition of your property before work starts with photographs.

During and After the Work

If problems arise during the work:

  • Raise concerns in writing (email is best) as soon as they arise — do not wait until the end of the job
  • Photograph defective or incomplete work
  • Do not withhold all payment unreasonably — pay for work that has been properly completed and withhold only the proportion relating to the defective work
  • When the job is complete, do a thorough inspection before making final payment

If work is defective, write formally to the builder specifying what is wrong and giving a reasonable deadline (typically 14–21 days) to return and remedy the defects. If they fail to return, you can appoint another contractor to fix the defects and pursue the original builder for the additional cost.

Escalating a Building Dispute

If the builder refuses to remedy defective work or ignores your complaint:

  • Trade body complaints: If the builder is a member of the Federation of Master Builders (FMB), TrustMark, or another trade body, report the complaint to the trade body. Many have mediation or arbitration services.
  • Section 75 / chargeback: If you paid by credit or debit card, consider a chargeback or Section 75 claim for the disputed amount.
  • Small claims court: For amounts up to £10,000, the small claims process is accessible and cost-effective. You will need to have obtained an independent assessment of the defective work and a quote for remediation to support your claim.
  • Trading Standards: Report unscrupulous traders — particularly rogue traders targeting vulnerable people — to Trading Standards via Citizens Advice.

Frequently asked questions

I paid cash and have no receipt — can I still make a claim?
Yes, though it is harder. Bank records showing cash withdrawals, text messages, photos of the work, and witness statements can all evidence the contract. Without a receipt or contract, proving the exact scope and price agreed will be more difficult. For future jobs, always insist on a written quote and confirm agreement in writing even if paying cash.
The builder damaged my property during the work — are they liable?
Yes. A builder is liable for damage caused to your property through their negligence or carelessness during the course of the work. Document the damage immediately with photographs and raise it formally in writing. Most builders carry public liability insurance — ask for their insurance details and consider making a claim through their insurer.
Can I cancel a building contract after work has started?
You can terminate a building contract if the builder is in fundamental breach (for example, abandoning the job, or the work is so defective that it amounts to a repudiatory breach). However, you remain liable to pay for work properly completed up to the point of termination. Get specialist advice before terminating a contract mid-job, as doing so incorrectly can expose you to a counter-claim.

What to do next

  1. 1
    Check builder credentials via TrustMark

    Find TrustMark-registered traders and their dispute resolution.

  2. 2
    Federation of Master Builders dispute resolution

    FMB complaints service for work by member builders.

  3. 3
    Issue a small claim for builder disputes

    Small claims court for building disputes up to £10,000.

Official bodies and resources

Citizens Advice

Charity

Provides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.

Visit website0800 144 8848

Was this page helpful?

Related guides

Complaining About Poor Service

When you pay for a service — whether from a tradesperson, a professional, a gym, or any other service provider — you have legal rights if the service is below the standard you were promised. The Consumer Rights Act 2015 covers services as well as goods, giving you the right to repeat performance or a price reduction.

5 min

How to Complain Effectively in the UK

Making a formal complaint can feel daunting, but a well-structured complaint significantly increases your chances of a satisfactory outcome. In the UK, most businesses and public bodies are required to have a complaints procedure, and following the right process gives you access to independent resolution if things go wrong.

6 min read

Building Your Complaint Evidence

A well-evidenced complaint is far more likely to succeed. Whether you are complaining to a financial firm, an energy supplier, the NHS, or a local council, the quality of your evidence determines how seriously your complaint will be taken — and how quickly it will be resolved.

5 min read

Billing Disputes and Overcharging

Being overcharged — whether by an energy supplier, a telecoms provider, a retailer, or a service company — is more common than it should be. You have clear rights to accurate billing and to a refund for amounts incorrectly charged. This guide explains how to dispute a bill and what happens if the organisation refuses to correct an error.

5 min

Disclaimer

This information is for general guidance only and does not constitute legal advice. You should seek qualified legal help if your situation requires it.