Services - Your Rights When Things go Wrong

What are my rights?

When you pay for a service, such as a car repair, hair cut, dry cleaning, or building work, the work should be done with reasonable care and skill, in a reasonable time, and for a reasonable price.

If you get goods as part of a service they are covered by law in the same way as when you buy them. For example, when you pay for double glazing, the fitting should be done competently and the windows themselves should be of satisfactory quality.

What does this mean?

"Reasonable care and skill" - A competent job for that particular service
"Reasonable time" (unless agreed beforehand) - Taking into account all relevant circumstances, such as the availability of parts
"Reasonable price" - If no price is fixed in advance, a trader cannot expect an excessive payment for a minor job

What if there are problems?

You should tell the trader straightaway, and make arrangements for them to come back and look at the job. Explain what is wrong and ask him to come and inspect the work. If it is a moveable item, eg a television that has been repaired, take it back to the shop. Ask the trader to make a firm commitment to put right any defective work and agree a date by which it will be done.

What if the trader is unhelpful?

If you are not satisfied with the response, put your complaint in writing, giving the company a reasonable time to sort the problem out. Send the letter by recorded delivery post, and keep a copy.

What if the trader still won't sort the problem out?

At this stage you should consider getting an independent report. The report should list what is wrong, how it occurred and how much it will cost to bring the work up to a reasonable standard. Copies of the report with a covering letter should be sent to the owner of the business (keep the original copies yourself).

If you've experienced holiday problems, such as your hotel being next to a building site, take photos and/or video evidence. They will be accepted by the court if notified in advance.

Do I have to pay for unsatisfactory work?

You must pay the trader for work completed correctly. If you have encountered problems, for example, the work is incomplete or agreed time limits have not been met, you can withhold part of the payment to cover the cost of bringing the job up to standard. This must be put in writing to the trader.

Have I been overcharged?

If a price for work was not fixed in advance, you must pay a reasonable amount. If you feel you are being overcharged, you should get 3 or 4 quotes from similar traders for comparison and then go back to the firm. However, it is better to agree the price first.

What if the trader won't do anything?

If all else fails then you can think about taking the firm to court. For further information contact your local County Court, or ask for a free leaflet from Staffordshire Trading Standards (address below). Remember, before taking this action you will need to have given the trader a reasonable opportunity to put matters right using the steps described in this leaflet.

Further advice and information can be obtained from Staffordshire Trading Standards at:

Consumer Advice - Consumer Direct
Tel: 08454 04 05 06
E mail: consumer.advice@staffordshire.gov.uk
Minicom: 01785 854156

14 Martin Street,
Stafford,
ST16 2LG 

All of our information leaflets are available in a range of formats and languages, including Braille and large print. If this would be useful to you or someone you know, please contact us.

Last Modified: 17/03/2006 12:44:22
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