When there’s a problem caused by a trader, you should be able to get it fixed or get some money back.
Start by gathering evidence. Take photos, keep receipts/proof of payment, and make notes of what happened and when.
Under the Consumer Rights Act 2015, work should be carried out with reasonable care and skill. If it isn’t, you're entitled to ask the trader to put things right within a reasonable time-period (the law doesn’t say what counts as reasonable, so you’ll have to agree on it with them). Explain the problem clearly and provide your evidence.
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If they can’t or won’t fix the problem, you can ask for a partial or full refund, depending on how bad it is. Start by suggesting a figure and explaining why you think it’s reasonable. Once a refund amount has been agreed, the law says you should get your refund within 14 days.
If you can’t come to an agreement, there are other steps you can take - including complaining to your card provider if you paid by card.
Check if the trader belongs to a trade association or quality scheme, as if they’ve broken certain rules, you could get help with your complaint. They might be part of an alternative dispute resolution (ADR) scheme - a way of solving disagreements with a trader without going to court - or they might agree to use one.
If the complaint still isn't resolved, you may be able to complain to the Financial Ombudsman Service.
Anyone who is experiencing a problem with building work, decorating or home improvements can contact the Citizens Advice Consumer Service for advice and support from a trained adviser. The helpline number is 0808 223 1133. Alternatively, look under the Consumer section of citizensadvice.org.uk
Need Help? Contact Citizens Advice Watford on 0800 144 8848, visit www.cawatford.org.uk, or drop in Monday to Thursday, 9.30am–12.30pm
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