Employing a builder Cowboy builders - and how to avoid them

There are several reasons why cowboy builders get away with it and carry on working.

  • People don’t ask for and verify references by visiting previous clients with the builder.
  • There’s no signed home improvement contract.
  • Clients don’t obtain three detailed quotes before starting work.
  • Employers don’t appoint an approved contractor or one belonging to a professional organisation – and don’t double-check that they are a current fully paid-up member.
  • Clients go for the cheaper option of paying in cash, rather than a properly invoiced job that may include VAT.
  • Some people are not willing, or able, to wait for a reputable builder.

Spotting cowboy builders

fitting a kitchen

Make sure the builder takes you to see work they have recently finished

Many people think they could spot a cowboy builder. In fact, they can fool the smartest employer. Cowboy builders can be enthusiastic about the work, always return your calls, visit quickly and tell you readily how much the job will cost and when they can start. The real cowboys claim to be members of trade organisations, in the knowledge that you might not check – some even produce fake ID.

Warning signs

Treat these issues as warning signs of a cowboy builder.

  • Doesn’t offer a contract or sign the one you give them.
  • Documents are handwritten and don’t give much detail.
  • Offers a discount for cash and asks for money upfront.
  • Gives a detailed quote and schedule of works but doesn’t follow them.
  • Claims to work for a company that has a good reputation – perhaps one belonging to another family member – but in fact is working on their own. Just because they have links to a good name doesn’t mean they have the expertise to deliver.

Questions to ask your builder

Ask builders plenty of questions. A good builder will appreciate that you want to make sure he or she is the right person for the job. Some of these questions need to be adapted for the relevant trade and the job that needs doing. For a major extension or new building, you need to ask all the questions. 

  • How long have you been trading?
  • What experience of this sort of work have you got?
  • Can you supply three references of recent work and can I visit recent projects with you? (This helps to ensure that they are the person that worked on that project.)
  • Can you provide a detailed quote for the work in writing, breaking down labour and materials costs?
  • When can you start work? Is there any reason why there might be a delay?
  • Can I see your contract or a letter of agreement?
  • Do you have insurance-backed guarantees? Can I see them?
  • Do you have other insurance such as public liability? Can I see it?

Trustmark scheme

trustmark logo

The Trustmark scheme logo

The government's Trustmark scheme has been developed to help the general public avoid cowboy traders. Anyone with this logo (shown right), who you can verify is legitimately part of the scheme, commits to achieving certain standards of work.

To gain the TrustMark, a builder must have been assessed on their skills, signed up to a code of practice and will either insure their work or provide certification that allows you to buy insurance from them for the work they carry out.

However, TrustMark only oversees its scheme operators - member bodies such as the Federation of Master Builders - and does not check building firms itself. If you have a complaint against a TrustMark builder, only the scheme operator can investigate it - with TrustMark able to investigate only the scheme operator's handling of your complaint, rather than the complaint itself. 

Scotland and Northern Ireland also have the Construction Licensing Executive, which has a database of nearly 2,000 businesses.

Which? help

If things have gone wrong, read the Which? advice guide to dealing with dodgy builders. 

Which? Legal Service offers unlimited, expert legal advice from our team of qualified and experienced lawyers, at affordable prices. We can advise and help you better understand your rights if you've had poor service from a builder to make sure you don't get ripped off. 

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