Citizens Advice Column: Q: I hired a company to install concrete fencing and a gate in my back garden. The quality of the work is poor and the gate doesn’t shut properly. What can I do?
When you put your trust in a trader and the work doesn’t meet your expectations it can be frustrating. If a trader hasn’t done a good job with ‘reasonable care and skill’, the Consumer Rights Act 2015 entitles you to ask for the problem to be fixed or receive a refund.
Evidence is important. Take photos and make notes about what happened and when, including times and dates, and keep receipts or other proof of payment.
People can experience different types of problems with traders, and there is specific advice available on the Citizens Advice website depending on the issue.
When you contact the trader, explain the problem clearly and provide your evidence. They should fix it within a reasonable amount of time and without causing you too much inconvenience. The law doesn’t define exactly what is reasonable, so you’ll need to agree this with them.
If they can’t or won’t fix the problem, you can ask for a partial or full refund, depending on how bad the issue is. It’s a good idea to suggest an amount and explain why you think it’s reasonable. Once a refund has been agreed, it should be paid within 14 days.
If you can’t reach an agreement, there are other options. If you paid by card, you may be able to complain to your card provider. If the trader is a member of a trade association or quality scheme, this might help to take your complaint further, or you may be able to use an alternative dispute resolution (ADR) scheme. If you’ve tried various things and the complaint remains unresolved, you may be able to complain to the Financial Ombudsman Service.
Anyone experiencing problems with building work, decorating or home improvements can contact the national Citizens Advice Consumer Service on 0808 223 1133 for advice and support from a trained adviser.
Citizens Advice helps with a range of issues. For information and self-help guidance, visit citizensadvice.org.uk. To speak to a local adviser in the Stroud and Cotswold Districts, visit citizensadvice-stroudandcotswold.org.uk to complete our webform or call us on 0808 800 0510
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