SiteKiln gives you plain-English information, not legal advice. It's aimed at small UK construction businesses. Laws change and every job is different, so speak to a solicitor or adviser before you rely on this for a real dispute.
A domestic customer saying "your work is defective" doesn't automatically mean you owe a refund. Under the Consumer Rights Act 2015, your duty is to do the job with reasonable care and skill, then to offer a repeat performance or repair if you genuinely fell short.
1. The short version
Your job is to separate real defects from "I've changed my mind", record everything, and make one clear offer to put things right within a reasonable time. Only if fixing is impossible or you don't do it properly or in time do they move to a price reduction -- usually on the faulty part, not a free job.
2. Where you stand legally
- Every domestic services contract carries an implied term that you'll perform the service with reasonable care and skill.
- "Reasonable care and skill" is judged by normal industry standards for that type of work, in that area, at that price point -- not Instagram perfection.
- Things you or your team say or write about the service (e.g. "we'll do a high-end finish") can become binding information under the Consumer Rights Act if the customer relies on them.
- If you do fall below the reasonable standard, the core statutory remedy is the right to repeat performance -- in other words, you get a chance to fix the work.
- You must carry out repeat performance:
- Within a reasonable time.
- Without causing significant inconvenience to the consumer.
- At no extra cost to them.
- If repeat performance is impossible, or you don't do it within a reasonable time or without significant inconvenience, the customer gains a right to a price reduction.
- A price reduction should reflect:
- The difference between what they paid for and what they actually got.
- Any benefit they've still had from the work.
- In some cases, the reduction can be up to a full refund, but that's usually where they've had no real benefit and need the job completely redone.
These CRA remedies sit alongside general contract rights (damages, specific performance), but most domestic disputes are decided on the reasonable care and skill / repeat performance / price reduction trio.
3. Work out what they're actually complaining about
Get the complaint in writing, not just in a rant at the door:
- Ask them to list specific defects with photos, not just "it's all wrong".
- Sort issues into buckets:
- Snags / finish issues -- small filler marks, mastic lines, missed paint bits.
- Spec differences -- tile layout, socket positions, materials not matching drawings.
- Genuine defects -- leaks, movement, poor levels, obvious structural issues.
- Preference changes -- "we don't like the colour anymore", "we wish we'd done X instead".
Check timelines:
- How long since completion?
- Have they already been using the space normally?
- Have other trades been in who might have caused damage?
Look at how they framed it:
- Are they asking for a fix, or jumping straight to "we want a refund / someone else to redo it on your tab"?
The aim is to pin down whether this is a legitimate quality issue under the CRA, a scope/spec argument, or the client trying to roll up extras and buyer's remorse as "defects".
4. Check your own position honestly
Compare their complaint against:
- Your quote/spec and drawings.
- Building Regs and obvious safety standards.
- Normal trade standards for that price and level of job.
Ask yourself:
- Would another decent tradesperson say "yeah, that's sub-standard" or "that's normal for this kind of job"?
- Did we rush or cut corners to hit a price or deadline?
Evidence to pull together:
- Before, during and after photos.
- Messages where they accepted the work or said they were happy.
- Any independent input (building control sign-off, engineer's notes).
Be honest:
- If you can see a genuine miss (e.g. badly laid tiles, obvious levels out, visible leaks), accept that privately and plan how to fix it.
- If what they're calling "defective" is really a change of mind or an upgrade they didn't pay for, that's a different conversation.
This "cold look in the mirror" is what will decide whether you should be offering a free fix, a discount, or politely standing your ground.
5. Offer to put things right
Where there are genuine defects, lean into your right to remedy:
"Under the Consumer Rights Act 2015, I'm responsible for carrying out the work with reasonable care and skill. I'm happy to put any genuine issues right."
Ask them to:
- Confirm a full list of issues in writing within a set time (e.g. 7 days).
- Provide photos and, if needed, access times.
Then you:
- Propose dates to attend.
- Explain clearly what you will and won't be doing (e.g. "re-grouting the shower area", not "rebuilding the whole bathroom" if it isn't justified).
Make sure your remedy offer:
- Can be done within a reasonable time (weeks, not months, for most jobs).
- Won't cause significant inconvenience if you can avoid it (e.g. coordinate around their work hours).
Keep a written record of:
- Your offer to repair.
- Their response -- especially if they refuse to let you back.
If they stop you from doing a reasonable fix and go straight to demanding big money off, that can count against them later on the price reduction argument.
6. Send a pre-action style response if they push for money off
If they jump straight to "we want a big discount / refund" or refuse your repair offer, it's time for a clearer, more formal reply.
In one document/email:
- Summarise the job (scope, price, dates).
- List each alleged defect and your response (agree, partially agree, or disagree).
- Confirm what you've already done to fix issues.
- Confirm your legal position in plain English:
- That you're obliged to work with reasonable care and skill;
- That you've offered repeat performance where appropriate;
- That under the Consumer Rights Act, a price reduction only kicks in if a fix is impossible or not done in reasonable time/without significant inconvenience.
If you believe a partial discount is fair:
- Set out your reasoning (e.g. cost of a decorator to put right minor marks) and make a clear offer.
If you don't think any reduction is due:
- Say so calmly, and repeat your offer to fix genuine snags.
This isn't yet a "we're taking you to court" letter -- it's you nailing down the facts and your offers in a way that lines up with the court's expectations if it escalates.
7. Decide if you want small claims in the mix
From a "defective work" angle you need to think about:
- How confident you are that your work meets reasonable care and skill and that any true defects have been offered a reasonable fix.
- What the client is asking for -- a small, arguable discount, or a massive refund plus full re-do costs.
- Your evidence -- photos and videos showing the actual finish and function, messages at handover, your written offers to remedy and their replies.
- Risk -- whether an independent surveyor or expert might side with them or you, and whether they're likely to counterclaim for "damage" or full re-build costs.
If your workmanship is solid and you've behaved reasonably, small claims can be a good way to force a decision instead of letting a client hold you hostage with "defects" they won't let you fix.
8. When you need proper legal or expert help
Get a solicitor involved if:
- There are serious alleged defects (structural, damp, water ingress, electrics, gas, fire safety).
- They've had (or are threatening) an expert report and a big counterclaim.
Consider an independent surveyor or engineer if:
- You genuinely think your work is sound but highly technical.
- You need a neutral report on what's actually wrong and what it would cost to fix.
For many small jobs, the right move is a solid paper trail and one sensible compromise if it keeps you out of court; for bigger projects, the cost of proper advice is usually worth it.
9. Common mistakes
- Calling everything "snagging" when it's really defective -- courts can tell the difference between a few brush marks and a shower that leaks into the kitchen. Pretending serious issues are "only snags" makes you look unreasonable.
- Refusing to offer any remedy at all -- the Consumer Rights Act expects you to try repeat performance first; blank refusals ("we're not coming back") look bad if it reaches court.
- Agreeing big discounts on the spot with no paper trail -- knocking thousands off under pressure, verbally, with no written basis invites more demands and is hard to explain later.
- Letting the customer block access without pushing back in writing -- if they won't let you back to fix issues, record that clearly; it matters for whether a price reduction is justified.
- Admitting "fault" in texts -- casual messages like "yeah it's all a mess, I'll sort it" can be used as admissions. Stick to factual, measured wording.
- Ignoring early complaints because you're busy -- problems left to fester often turn into "everything's defective" plus a demand for a big refund. Early, clear responses usually keep it smaller.
10. Who to contact
- Citizens Advice -- consumer problems -- guidance for both consumers and traders on building work disputes: 0800 144 8848 (free)
- Citizens Advice consumer service -- specialist line for consumer-trader disputes, can refer to Trading Standards: 0808 223 1133 (free, England)
- Trading Standards -- for misleading practices, unsafe work or repeat patterns of poor workmanship. First contact through Citizens Advice (free)
- Independent surveyor or engineer -- neutral reports on whether work is defective and what it costs to fix. Find via RICS: rics.org/find-a-surveyor (paid)
- Solicitor specialising in construction / consumer law -- for larger jobs, threatened counterclaims, or complex disputes (paid)
11. Sources and legislation
- Consumer Rights Act 2015 -- Part 1, Chapter 4 (Services): legislation.gov.uk/ukpga/2015/15
- Section 49 -- service to be performed with reasonable care and skill.
- Section 50 -- information about the trader or service to be binding.
- Section 55 -- right to repeat performance.
- Section 56 -- right to price reduction.
- Supply of Goods and Services Act 1982 -- sections 13-15 (implied terms, still relevant for some B2B contracts). legislation.gov.uk/ukpga/1982/29
- Citizens Advice -- "Problem with building work, decorating or home improvements" guidance: citizensadvice.org.uk
- LABC -- guidance on what happens when home improvement work goes wrong: labc.co.uk
12. Related guides on this site
- 9.1 Customer won't pay the final invoice
- 9.4 Customer won't let you back to fix the work
- 9.5 Customer threatening court -- what to actually expect
- 9.9 Small claims court -- step by step guide for tradespeople
- 9.11 Customer demanding a refund -- when you have to and when you don't
- 1.2 Domestic client won't pay the final invoice
- 8.5 Writing quotes that protect you
- 8.6 Terms and conditions template -- domestic work
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