Home improvement contracts How to complain

Put in writing what has been agreed 

If you are not happy with the work on your project, the first thing to do is list everything that you are complaining about. State clearly what the problems are and what you would like to be done about them. It’s a good idea to take photographs to show exactly what is wrong.

Ask the contractor to put things right

Then organise a meeting with the contractor to go through your points, one by one. Don’t go alone – arrange for a friend to accompany you as a independent witness. Ask them to make notes of the conversation and what the contractor agrees to (or not) to do.

After this meeting, put in writing what has been agreed – or what you feel should be happening. If the contractor hasn’t agreed to rectify the problem, you might decide that you are not going to pay the full amount. But in your letter you should outline under what circumstances you would be happy to provide the full or final payment. At all times, make it clear what the problems are, and what is required to put them right.

Trade bodies, arbitration or court

If you cannot come to an agreement with the contractor, refer back to the relevant clause in the contract. If the problem still isn’t resolved, check to see whether the worker is part of an organisation that has an independent complaints procedure. If so, contact that organisation. Discuss the issue, get advice and then, if necessary, go through its complaints procedure.

You could choose a third party to arbitrate – someone who is agreed by both sides. If you do not know anyone that can help, contact your local branch of Citizens Advice or local trading standards office. 

As a last resort, contact a solicitor to take further proceedings or go to the small claims court if the claim is less than £5,000 (£3,000 in Scotland, £2,000 in Northern Ireland).