What to Do When a Tradesperson's Work Is Poor
A calm, step-by-step approach when finished work falls short: document it, raise it with the provider, allow a chance to fix it and know where to escalate.
Discovering that a job has been done badly is frustrating, particularly after you have paid or rearranged your life around it. The temptation is to fire off an angry message. A structured, calm approach usually gets better results, and it also leaves you in a stronger position if matters go further. This is general information for England and Wales, not legal advice.
Step one: be sure what is wrong
Before you contact the provider, work out exactly what the problem is:
- Compare the result against what was agreed: the offer, the written scope and your messages.
- Separate matters of taste from matters of standard. "I would have chosen a different tile" is not the same as "the tiles are uneven and the grout is cracked".
- Note whether the issue is safety related. If it is, stop using the item or area and seek advice promptly.
Step two: document it
Evidence makes everything easier:
- Take clear photos and short videos, wide and close-up, with a scale reference where useful.
- Date your notes. When you noticed it and what happened.
- Keep the paperwork: offer, invoices, receipts, certificates and messages.
- Do not repair it yourself yet, or hire someone else to do so, until the provider has had a chance to respond, unless there is an urgent safety reason.
See keeping a record of messages.
Step three: raise it promptly and politely
Contact the provider as soon as you can, in writing through the same channel you used for the booking. Be specific and constructive:
"Thank you for finishing the bathroom on Tuesday. I have noticed that the tiles above the bath are not level and the sealant has gaps in two places. I have attached photos. Could you let me know when you can come and put these right?"
Avoid insults and threats. State the problem, what you would like done and a reasonable timeframe. See how to complain to a provider for more on wording.
Step four: give a fair chance to put it right
Under the Consumer Rights Act 2015, services should generally be performed with reasonable care and skill, and if they are not, you may be entitled to ask for the service to be repeated or put right within a reasonable time and without significant inconvenience, or for a price reduction in some cases. Our guide to the Consumer Rights Act for services explains this in plain terms.
In practice this means offering the provider the opportunity to return and fix the issue. Many will, as their reputation depends on it.
Step five: if they do not respond or refuse
- Send a clear follow-up with a deadline, such as seven days, referring to your earlier message.
- Ask the platform or support for help if you booked through one. On Compito, support is there if something goes wrong, and the help centre explains how to get in touch.
- Get an independent opinion. Another qualified professional can write a short report describing the faults and the cost of putting them right.
- Withhold only what is fair. If payment is outstanding, do not withhold more than the value of what is genuinely wrong. Seek advice before doing so.
Step six: escalate if needed
Options include:
- A formal complaint letter setting out the problem, what you want and a deadline
- Contacting the relevant trade body, if the provider is a member
- Using alternative dispute resolution where available
- A claim through the small claims process for lower value disputes. See small claims basics.
Check gov.uk or Citizens Advice for the process that fits your situation.
What not to do
- Do not post defamatory statements in anger. An honest, factual review is acceptable. See leaving an honest review.
- Do not let others work on the affected area before documenting it.
- Do not ignore time limits. If you decide to take things further, act promptly.
- Do not assume the worst. Many problems are fixed with one good conversation.
Reducing the chance next time
Clear scope, staged payments and a walk-through on completion all make poor work easier to spot and fix. See deposits and staged payments.
Frequently asked questions
How soon should I complain?
As soon as you notice. Delay makes it harder to show that the problem arose from the work.
Can I refuse to pay for poor work?
It is risky to withhold all payment without advice. Raise the issue in writing, and seek guidance from Citizens Advice about what is reasonable.
Do I have to let the provider fix it?
Generally the law expects you to give a reasonable opportunity to put it right, though there are exceptions. Check your options with Citizens Advice.