Quick Answer
If a tradesperson does a bad job in 2026: first contact them directly in writing; if they refuse to rectify, escalate to their trade body, then Trading Standards, then the small claims court (up to £10,000 in England/Wales). If you paid by card, Section 75 or chargeback may refund you faster.
Discovering that work has been done badly — cracks appearing days after plastering, a leak under a newly-fitted sink, or tiles falling off a wall — is stressful and potentially costly in 2026. The good news is that UK consumers have clear legal rights and several effective escalation routes. This guide walks you through each step, from the initial conversation to the small claims court.
In this guide
Step 1: Speak to Them Directly
Before any formal escalation, always give the tradesperson the opportunity to put things right. This is both the fastest route to resolution and a legal requirement before some formal dispute processes — courts expect you to have attempted to resolve the issue directly first.
Contact them as soon as you identify the problem. Be specific about what is wrong and what you want — either a return visit to fix it, a partial refund, or a price reduction reflecting the defective work. Keep the tone professional: you want results, not an argument.
Even if you speak to them by phone first, always follow up in writing (email or text) confirming what was discussed. This creates a paper trail that is invaluable if the dispute escalates.
Having a written contract in place from the start makes this conversation much easier. If you did not have one, read our guide on whether you need a contract with a builder for future reference.
Step 2: Formal Written Complaint
If the first contact does not result in action, send a formal written complaint by email with read receipt or by recorded post. The complaint should include:
- A clear description of the work that was agreed (reference your quote or contract)
- Specific details of the defects or failures — with photographs attached
- What you want: rectification, partial refund, or cost reduction
- A reasonable deadline for their response — 14 days is standard
- A statement that you will escalate to their trade body and/or court if not resolved
Under the Consumer Rights Act 2015, a trader must carry out services with reasonable care and skill. If they fail to do so, you are entitled to a repeat performance or a price reduction. This is your legal basis.
Step 3: Using Their Trade Body
If the tradesperson is a member of a professional body (FMB, NICEIC, Gas Safe, TrustMark, etc.), that body has a complaints procedure. File your complaint with documentation. Trade bodies can:
- Investigate the complaint
- Facilitate mediation between you and the trader
- Suspend or revoke the trader's membership
- In serious cases (Gas Safe), refer for criminal investigation
This route works best when the tradesperson values their membership and wants to maintain their professional standing. It is faster and cheaper than court for many disputes.
For serious or fraudulent cases, also read our guide on how to report a rogue trader in the UK.
Full Escalation Steps at a Glance
| Step | Action | How To | Expected Outcome |
|---|---|---|---|
| 1 | Contact the tradesperson directly | Call or message — explain the problem clearly and give them the opportunity to return and fix it. Keep records of all communication. | Most disputes resolved at this stage if trader is professional |
| 2 | Send a formal written complaint | Email or recorded letter listing specific defects, referencing your agreement, and setting a reasonable deadline (14 days) to remedy. | Creates a paper trail — essential for all future steps |
| 3 | Contact their trade body | If they are FMB, Gas Safe, NICEIC, etc. registered — file a complaint. Trade bodies have complaints procedures and can mediate. | Trade body may investigate, mediate, or revoke membership |
| 4 | Contact Trading Standards (via Citizens Advice) | Call 0808 223 1133. Trading Standards can investigate and take enforcement action for rogue or fraudulent traders. | More effective for systematic fraud than one-off disputes |
| 5 | Alternative Dispute Resolution (ADR) | If the trader's scheme offers ADR, this is often faster than court. A neutral third party decides the outcome. | Binding decision, cheaper than court, typically 4–12 weeks |
| 6 | Small Claims Court | File at moneyclaim.gov.uk (England/Wales) for claims up to £10,000. No solicitor needed for most small claims. | Court judgment — can be enforced against trader's assets |
| 7 | Section 75 / Chargeback | If you paid by credit card (Section 75 for over £100) or debit card (chargeback), contact your bank for a refund. | Bank refunds you directly — doesn't require trader cooperation |
Documenting Your Evidence
Strong evidence is the foundation of any successful dispute. Start documenting as soon as you notice a problem — do not wait. Here is what to collect:
- Photographs: Date and timestamp every photo. Show the problem clearly and in context.
- All written communications: Save every email, text, and WhatsApp message. Screenshot them in case you lose access to the platform.
- Original quote and contract: Your basis for what was agreed.
- Payment records: Bank statements or receipts showing when and how much you paid.
- Expert second opinion: If another tradesperson can provide a written assessment of the defective work, this is powerful evidence.
You may also find our articles on home improvement scams in the UK and red flags when hiring a tradesperson useful for understanding what you experienced and how to avoid it in future.
Frequently Asked Questions
What if the tradesperson refuses to come back and fix their work?+
If they refuse after a reasonable written request, move to step 3 (trade body) and step 6 (small claims court) simultaneously. Document the refusal in writing. You may also be entitled to have the work rectified by another tradesperson and claim the cost back from the original one through the courts.
How much does it cost to use the small claims court?+
In England and Wales, the fee to issue a small claim is between £35 and £455 depending on the claim amount. For claims under £1,500, the fee is £35–£80 and is well worth it. You can recover the fee from the other party if you win. Most small claims hearings are held informally and you do not need a solicitor.
What if the tradesperson has disappeared or gone out of business?+
If they took a deposit and vanished, this may be fraud — report to Action Fraud (actionfraud.police.uk). If they are a limited company that has been dissolved, check Companies House to see if they dissolved recently. For payment recovery, credit card Section 75 or chargeback remains your best route. A court judgment against a sole trader can still be enforced against their personal assets.
Do I need a solicitor to make a small claim?+
No. The small claims track (up to £10,000 in England/Wales) is designed for ordinary people to use without legal representation. HMCTS provides guidance at gov.uk/make-court-claim-for-money. The hearing is informal — you explain what happened and what you want, and the judge makes a decision.
What counts as 'evidence' for a bad job dispute?+
Photographs dated and timestamped, the original written quote or contract, emails, texts, WhatsApp messages, bank statements showing payment, any expert opinion from a second tradesperson (even an informal written assessment), and records of attempts to contact the original trader. The more documentation you have, the stronger your position in any dispute.
How do I prevent this from happening in future?+
The three most effective protections are: always get a written contract before work starts; always pay by card (never cash in full upfront); and use a platform like GetQuickHelp where tradespeople have verified reviews and accountability. See our guide on whether you need a contract with a builder.
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