# 15.14, When things go wrong on your first jobs
Something will go wrong. Not because you're bad at your trade, because you're new to running the show. The difference between a disaster and a learning curve is how you handle it.
1. The rule of thumb
Stay calm, acknowledge it, offer a clear fix, and put the agreement in writing. That's it. That solves 90% of complaints before they become problems.
2. The most common problems on first solo jobs
Research and complaints data show the same things cropping up again and again for new tradespeople:
Underquoting
You price too low because you're scared of losing the job, then realise halfway through that you're working for nothing. See Guide 15.9: Your first quote.
Taking too long
You estimated two days and it took four. The customer's annoyed, you've eaten your margin, and you've pushed back other work.
Finishing isn't as clean as it should be
The work is technically fine but the edges, the snagging, the clean-up aren't what a paying customer expects. First impressions stick.
Miscommunication on what was included
"I thought you were doing the whole room" vs "I quoted for the two walls you pointed at." Without something in writing, it's your word against theirs.
Not knowing when to stop and ask
You hit something unexpected, dodgy wiring behind the plasterboard, rotten joists, a soil pipe where it shouldn't be, and you either bodge around it or panic instead of stopping, telling the customer, and agreeing what to do next.
Every single one of these is fixable with better habits, not better skills. Quote properly, put it in writing, allow more time than you think, and communicate before it becomes a row.
3. Customer complaint script
Use this when someone's unhappy. Keep the bones: stay calm, acknowledge, offer a clear fix, and put the agreement in writing.
Step 1: First response (call or at the door)
"Thanks for telling me. I'm sorry you've been left feeling like this."
"Let me come and have a proper look so we can see exactly what's going on."
Step 2: After you've seen the problem
If it's clearly on you:
"You're right, this isn't up to the standard I expect from my work."
"I'll put this right at my cost. I can come back on [day/time]. Does that work for you?"
If it's a grey area but you want to keep them onside:
"I can see why you're not happy with this. Let me suggest what I can do to improve it."
"Here's what I'm proposing: [quick fix / re-do / touch-ups]. If we do that, would you be happy?"
Step 3: If they're pushing hard or getting heated
"I want to sort this out fairly for you. Let's focus on what a good outcome looks like and work back from there."
"I can't agree to that right now, but I will:
- write down what we've both said, and
- come back to you by [day/time] with a clear plan."
Step 4: Confirm in writing (text or email)
"As agreed today, I'll return on [date] to [what you're fixing] at no extra cost to you. We'll aim to have this completed by [timeframe]."
Why this works: You're not arguing, you're not admitting liability for things that aren't your fault, and you're creating a paper trail. If it ever goes further, that written confirmation is gold.
4. Your legal position: the Consumer Rights Act 2015
You need to know the basics here, even if you never need to use them.
What the law says
Under the Consumer Rights Act 2015, any service you provide to a consumer must be:
- Carried out with reasonable care and skill.
- Done in a reasonable time (if no time was agreed).
- Done for a reasonable price (if no price was agreed).
If your work doesn't meet that standard, the customer has rights.
The "right to repair"
If the work is defective, the customer can ask you to put it right · and you should get the chance to do so. This is called the "right to repair" and it's your best friend as a tradesperson:
- It means the customer can't just refuse to pay and get someone else in without giving you a fair crack at fixing it.
- But you have to actually fix it · properly, within a reasonable time, and without significant inconvenience to them.
If you can't fix it (or won't)
If you fail to put the work right, the customer can:
- Get a price reduction (partial refund).
- In serious cases, have someone else finish or fix the work and come after you for the cost.
What this means for you
- Always offer to come back and fix it. The law backs you up on this · you have the right to attempt a repair before the customer escalates.
- Don't ignore complaints. Silence looks like guilt, and it removes your right to fix it on your terms.
- Keep records. Photos, texts, emails, the original quote. If it ever goes to court or an ombudsman, the person with the paper trail usually wins.
5. How common are complaints, really?
Don't let the fear of complaints paralyse you. Some perspective:
- Home improvement complaints do happen, but complaints data shows a lot of rows come from mismatched expectations and poor communication, not just bad workmanship.
- Most complaints never go near a court. They get resolved with a conversation, a small fix, or a partial refund.
- The tradespeople who get repeat complaints are usually the ones who ignore customers, disappear, or refuse to come back · not the ones who make an honest mistake and sort it out.
If you handle a complaint well, you can actually come out of it with a better reputation than if everything had gone perfectly. People remember the trades who fixed things without a fight.
6. Watch for "problem customers" and walk away
Most customers are sound. A few aren't, and some will set you up to fail from day one.
You'll meet the odd customer who constantly moves the goalposts, changes the spec without wanting to pay, or starts dropping "my mate's a solicitor" the minute you push back.
Red flags when you're quoting:
- They slate every previous tradesperson they've ever had.
- They don't want anything in writing · "we'll just keep it between us."
- They push for "cash, no paperwork" and get funny when you mention receipts or terms.
- They hint they'll "destroy you online" if you don't do everything they want for the price.
If something feels off, walk away. No job is worth threats about things that aren't wrong, constant changes with no extra pay, or weeks of stress.
Your mental health and long-term reputation are worth more than one awkward job. If your gut says "this is trouble," listen to it and save yourself the grief.
7. Protecting yourself from day one
You don't need a legal team. You need a few habits:
- Put every quote in writing: even a text message is better than nothing. State what you're doing, what you're not doing, and the price. See Guide 15.9.
- Take photos before, during and after every job. Takes two minutes. Worth everything if there's a dispute.
- Get sign-off when the job is done. A quick text: "All finished · are you happy with everything?" Their "yes" is your proof.
- Have public liability insurance. If you damage their property, your insurance deals with it instead of your bank account. See Guide 6.1.
- Reply to complaints quickly. Even if it's just "Thanks for letting me know · I'll come and look at it on [day]." Speed and tone matter more than being right.
What to do next
- Read: 15.9 · Your first quote: how to not undersell yourself on day one
- Read: 9.1 · What to do when a customer won't pay
- Read: 2.1 · Do I need a written contract?
- Read: 6.1 · Public liability insurance: what it is and why you need it
- Read: 15.13 · Building a reputation from zero
- Download: Customer complaint response template (Doc Hub)
- Download: Job completion sign-off template (Doc Hub)
Sources (UK)
- Consumer Rights Act 2015 · right to repair, reasonable care and skill, remedies for defective services (legislation.gov.uk).
- Citizens Advice guidance · consumer rights when hiring tradespeople, complaint procedures.
- Home improvement complaints data · common causes of disputes, role of miscommunication vs defective work.
- Trade insurer guidance · handling customer complaints, documentation best practice.
Know someone who needs this?
Templates you might need
Was this guide useful?
Didn't find what you were looking for?
Spotted something wrong or out of date? Email us at hello@kilnguides.co.uk.
In crisis? Samaritans 116 123 ·