Homeowners · Problems and disputes

If things go wrong with your builder

Start calm and in writing.

Information, not legal advice. This guide explains official rules in plain words for England, with links to the sources. Rules change and every job is different, so check the source or get advice for your situation. Last checked 24 October 2026.

1. Know your rights

Work must be done with reasonable care and skill (CRA s.49). If it is not, you can ask the trader to put it right at their own cost within a reasonable time. If that is not possible or does not happen, you may be entitled to a price reduction, up to a full refund (CRA ss.54 to 56). Complain to the trader you made the contract with, even if they used a subcontractor (Citizens Advice).

2. Gather evidence

Keep the quote, contract, messages, invoices and payment records. Take dated photos of the problem. Citizens Advice suggests getting another trader's estimate for putting it right, or an expert opinion (which you will probably have to pay for) (Citizens Advice).

3. Complain in writing

Explain the problem, what you want done, and a reasonable deadline. Citizens Advice has a free template complaint letter. Once a refund amount is agreed, the law says you should get it within 14 days (Citizens Advice).

4. Try alternative dispute resolution

If the trader belongs to a scheme such as TrustMark, use its dispute process. Other ADR services can help resolve disagreements without court (Citizens Advice).

5. Card claims

If you paid by credit card, you may be able to claim under Section 75. If you paid by debit card, ask your bank about chargeback (Citizens Advice).

6. Report unsafe or dishonest traders

Contact the Citizens Advice consumer service, which can pass the case to Trading Standards (Citizens Advice). Report fraud to Report Fraud.

7. Court, as a last resort

• You can make a court claim for money online. Fees depend on the amount: for example £35 for up to £300, and £455 for £5,000.01 to £10,000 (GOV.UK fees).
• Claims of £10,000 or less usually go to the small claims track (GOV.UK; CPR 26.9).
• If a claim of £10,000 or less is disputed, you will be told you must attend the free court mediation service (GOV.UK).
• Courts expect you to have tried to settle first, for example by exchanging letters (Practice Direction).