Most jobs go exactly as planned. Sometimes they don’t.
If you’ve got a problem with work carried out at your home, here’s what to do, who to speak to and where to find the right help.
SPEAK TO THE TRADE
Explain the problem clearly and give them a reasonable opportunity to put it right.
PUT IT IN WRITING
Keep emails, messages, quotes, invoices, photographs and dates together.
CHECK WHAT PROTECTION YOU HAVE
Check any guarantee or warranty, trade body membership, competent person scheme, card payment protection, insurance or legal cover.
ESCALATE IF YOU NEED TO
We’ll point you towards the appropriate organisation that may be able to help.
Give them a chance to put things right.
Problems don’t always mean bad workmanship. Mistakes happen, things get misunderstood and sometimes the finished job simply isn’t what you thought you’d agreed.
Contact the business, explain clearly what you’re unhappy with and what you would like them to do about it. Keep things calm and factual, and give them a reasonable opportunity to respond and, where appropriate, put the problem right.
Before you contact them, have a look back at your quote, messages and anything else that shows what was originally agreed.
Keep a clear record of what’s happened.
If a conversation hasn’t resolved the problem, put your concerns in writing. Explain what the issue is, when you first raised it, what has happened since and what you would like the business to do.
Keep copies of anything relevant, including:
Quotes · Invoices · Emails · Messages · Photographs · Payment records · Dates
Avoid relying entirely on phone calls or conversations you can’t later evidence. A clear written record can be extremely useful if the dispute needs to go further.
You may have more options than you realise.
Before deciding what to do next, check whether any additional protection applies to the work or the way you paid for it.
Depending on the circumstances, this could include a workmanship guarantee, manufacturer’s warranty, trade body or competent person scheme, insurance-backed guarantee, home insurance legal cover or protection connected with a card payment.
Check the terms carefully — protection varies and exclusions, limits and time periods may apply.
Don’t assume you’re covered, but don’t assume you’re not either.
If you can’t resolve it directly, there may be somewhere else to turn.
The right next step depends on what has happened and the type of work involved. Depending on the circumstances, you may want to seek guidance from Citizens Advice, an applicable trade body or competent person scheme, an ADR provider, your insurer or legal cover provider, or obtain independent legal advice.
For consumer issues, Citizens Advice can also explain the appropriate route for reporting matters to Trading Standards.
If the business is Checked by Us, you can also report the issue to MyTradeSearch. We can’t decide contractual disputes or award compensation, but we can consider information relevant to whether a business continues to meet the requirements of the Checked by Us scheme.
POOR OR UNFINISHED WORK
DISPUTE OVER PAYMENT
TRADER HAS DISAPPEARED
UNSAFE WORK
JOB IS SERIOUSLY DELAYED
GUARANTEE OR WARRANTY PROBLEM
POOR OR UNFINISHED WORK
Start with what was agreed.
Compare the work with your quote, specification, contract, drawings, messages or anything else which records what you asked the business to provide.
WHAT TO GATHER
WHAT TO DO FIRST
Explain the problems clearly to the business and give them a reasonable opportunity to put the work right.
Keep a record of all conversations.
IF THAT DOESN’T WORK
Put your complaint in writing and refer to any guarantee, warranty or consumer rights that may apply.
You may need to escalate the matter.
DISPUTE OVER PAYMENT
Start with what was agreed.
Check the original quote, estimate or contract alongside any changes or additional work agreed after the job started.
WHAT TO CHECK
WHAT TO DO FIRST
Ask the business ro explain clearly how the amount has been calculated.
Compare it against the original agreement and any extras you authorised.
Don’t assume every additional charge is wrong – but ask for clarification where something wasn’t agreed.
IF YOU CAN’T AGREE
Put your position in writing and explain exactly which part of the bill you dispute.
Keep copies of invoices, messages and payment records.
If you remain unable to resolve it, seek independent consumer advice before deciding your next step.
TRADER HAS DISAPPEARED
First, established what’s actually happened.
A business becoming difficult to contact doesn’t necessarily mean it has stopped trading. Start by making reasonable attempts to establish what’s happening.
WHAT TO GATHER
WHAT TO DO FIRST
Try all contact details you have and keep a record of your attempts.
Send a clear written request for an update.
State what remains unfinished and ask when they intend to return.
IF THERE’S STILL NO RESPONSE
Check whether the business is still trading. Checking social media or companies house may indicate if the business is still active.
Consider any payment protection that may apply. Depending on how you paid, your bank may be able to help.
If you believe something more serious has happened, seek appropriate consumer advice.
UNSAFE WORK
Safety comes before resolving any dispute!
If you believe the work presents an immediate danger to people or property, don’t put yourself at risk trying to investigate or repair it yourself.
WHAT TO CONSIDER
WHAT TO DO FIRST
Keep people away from anything you reasonably believe may present an immediate danger.
If safe to do so, photograph the problem without disturbing the work.
Don’t attempt work you’re not competent to carry out.
WHAT HAPPENS NEXT
The appropriate next step will depend on the type of work involved.
Electrical, gas, structural and other specialist work may require different competent professionals or organisations.
Once any immediate safety issue is dealt with, you can address the dispute with the original business.
WORK IS SERIOUSLY DELAYED
Go back to the timescale you agreed..
Delays happen, particularly on larger jobs. The important question is what’s causing the delay, what was originally agreed and what the business is proposing to do about it.
WHAT TO CHECK
WHAT TO DO FIRST
Ask what’s causing the delay and when the work will realistically be completed.
Ask for an updated programme or completion date where appropriate.
Be reasonable about genuine unforeseen problems — but ask for clear communication.
IF DELAYS CONTINUE
Put your concerns and the agreed revised timescale in writing.
Keep a record of missed dates and explanations you’ve received.
If the situation can’t be resolved, seek advice about your options before ending the arrangement or withholding money.
GUARANTEE OR WARRANTY PROBLEM
Start by finding out exactly what you’re covered for.
A guarantee or warranty may provide additional protection, but what it covers, how long it lasts and who is responsible can vary.
WHAT TO CHECK
WHAT TO DO FIRST
Read the terms and check that the problem falls within the stated cover.
Follow the stated claims process and provide the information requested.
Keep copies of the guarantee, correspondence and evidence of the problem.
IF YOUR CLAIM IS REFUSED
Ask for the reason for refusal in writing.
Check whether there is another route available through the provider, manufacturer or insurer.
Remember that a guarantee or warranty doesn’t necessarily replace your statutory consumer rights.
Don’t wait for a dispute to be resolved.
For things like a suspected gas leak, unsafe electrical work or an immediate risk to people or property, stop using the affected installation and seek qualified emergency / professional assistance.
GAS EMERGENCY
Get help now →
ELECTRICAL EMERGENCY
Get help now →
IMMEDIATE DANGER
Get help now →
CITIZENS ADVICE
Free, independent advice on your consumer rights.
Visit citizensadvice.org.uk
TRADING STANDARDS
Serious or unfair trading concerns may be passed on.
Start with Citizens Advice
TRADE BODY / SCHEME
If the business is registered, they may be able to help.
Find Trade Body Contacts
YOUR PAYMENT PROVIDER
Card or payment protections may apply.
Contact Your Provider
ACTION FRAUD
Report suspected fraud, get guidance and help protect against scams.
Visit Action Fraud
MAKE A COURT CLAIM
For disputes you haven’t been able to resolve another way.
Find Out More
Connecting local customers, tradespeople and suppliers across the North East.
KEEPING TRADE LOCAL
Good trades and suppliers are at the heart of our communities. MyTradeSearch helps local customers find local businesses across the North East.
