Your consumer rights for home improvements
When you hire a builder or tradesperson in the UK, you are protected by consumer law. The key legislation includes:
- Consumer Rights Act 2015 – Goods and services must be of satisfactory quality, fit for purpose, and delivered as described. This covers work done on your home.
- Consumer Contracts Regulations 2013 – Gives you rights if you signed a contract away from the trader’s premises (for example, at your kitchen table after a door-to-door salesperson visited).
- Supply of Goods and Services Act 1982 – Still relevant for services, requiring that work is carried out with reasonable care and skill, within a reasonable time, and at a reasonable price if no price was agreed.
In practice, this means your builder has a legal obligation to:
- Carry out the work to a proper standard.
- Use materials that are fit for purpose.
- Complete the work in the timeframe agreed.
- Not charge more than the agreed price without a valid reason and your agreement.
Trading Standards and your rights
Trading Standards is the local authority department responsible for enforcing consumer protection law. If you have a dispute with a builder that you cannot resolve directly, you can contact your local Trading Standards office. They can:
- Investigate complaints about poor workmanship or unfair trading practices.
- Advise you on your legal rights.
- Mediate between you and the builder in some cases.
You can find your local Trading Standards office through the Citizens Advice consumer helpline on 0808 223 1133 (free).
Unfair contracts and terms
Under the Consumer Rights Act 2015, contract terms that create a significant imbalance between your rights and the builder’s obligations may be considered unfair and unenforceable. Watch out for:
- Clauses that let the builder vary the price without your consent.
- Terms that exclude liability for defective work.
- Clauses that prevent you from taking legal action.
- Excessive cancellation charges.
If a builder tries to rely on an unfair term, you are not bound by it.
Defective work
If the work on your home is not up to standard, you have several rights:
- Right to repair – The builder should fix defects at their own cost.
- Right to a price reduction – If the builder refuses or fails to repair, you can ask for a reduction in the price.
- Right to redo – In serious cases, you may be able to require the builder to redo the work entirely.
- Right to damages – If the defective work causes additional loss (for example, damage to your property), you may be able to claim compensation.
For the first 30 days after the work is completed, you have the right to reject the work and get a full refund. After 30 days, the builder gets one opportunity to put things right before you can reject.
Protecting yourself before work starts
The best way to avoid disputes is to take precautions before any work begins.
Get a written contract
A written contract is essential. It should include:
- A detailed description of the work to be done.
- The agreed total price (or a clear pricing structure).
- A start date and estimated completion date.
- What is and is not included.
- How variations (changes to the original plan) will be handled.
- The builder’s liability for defective work.
- A dispute resolution clause.
Never rely on verbal agreements alone. If something goes wrong later, a written contract is your strongest piece of evidence.
Stage payments
For larger jobs, agree to pay in stages rather than all upfront. A typical structure might be:
- Deposit – No more than 10-20% of the total cost. Be wary of builders who demand a large deposit.
- Progress payments – Linked to completion of specific milestones (for example, foundations laid, first fix complete).
- Final payment – Due only after you have inspected the work and are satisfied.
Never pay the full amount before work begins. If a builder insists on full payment upfront, treat it as a red flag.
Snagging list
Before making the final payment, walk through the completed work with the builder and create a snagging list — a record of any defects or incomplete items that need to be put right. Both of you should sign the list. This creates a clear record of what needs to be fixed.
Keep the snagging list until you are fully satisfied that all items have been addressed.
What to do if a builder goes bust
Unfortunately, builders do sometimes go out of business. This can be particularly devastating if you have paid a large deposit or made significant stage payments.
Pre-pack administration
Some builders use a process called pre-pack administration, where the company is put into administration and a new company is set up by the same directors to continue trading. This can leave customers out of pocket for work already paid for.
Deposit protection
There is no universal deposit protection scheme for home improvements in the UK (unlike the protection available for estate agents or travel bookings). However, you may have some protection:
- Credit card payments – If you paid more than £100 by credit card, you may be able to claim under Section 75 of the Consumer Credit Act. This makes your credit card provider jointly liable for breaches of contract.
- Chargeback – If you paid by debit card, you may be able to request a chargeback from your bank.
- Insurance – Check if you have any relevant insurance policies, such as home insurance or a specific builder’s guarantee scheme.
- TrustMark or other guarantee schemes – Some trade association members offer guarantee or warranty schemes that protect you if a builder goes bust.
What to do
- Contact the administrator (if the company is in administration) to register as a creditor.
- Contact your bank or credit card provider about chargeback or Section 75.
- Report the business to Trading Standards.
- Contact the trade association the builder belonged to (if any).
How to complain
If you have a problem with your builder and cannot resolve it directly, here is the typical escalation path:
1. Complain to the builder
Always try to resolve the issue directly first. Put your complaint in writing (email or letter) and give the builder a reasonable time to respond — typically 14 days. Be clear about:
- What the problem is.
- What you want them to do about it.
- A deadline for a response.
2. Contact a trade association
If the builder is a member of a trade association, you can escalate the complaint to them. Many trade associations offer a dispute resolution or mediation service. Common trade associations include:
- Federation of Master Builders (FMB) – Offers a dispute resolution service for members.
- National Federation of Builders (NFB) – Provides a complaints procedure.
- TrustMark – A government-endorsed scheme. TrustMark-registered businesses agree to work to certain standards and follow a complaints procedure.
3. Use an ombudsman or ADR scheme
Some builders belong to alternative dispute resolution (ADR) schemes or ombudsman services. Check your contract or the builder’s website to see if this applies.
- The Property Ombudsman (TPO) – Covers estate agents and some property-related complaints, but not all builders.
- CEDR (Centre for Effective Dispute Resolution) – An independent mediation service.
- Trade association mediation – Many trade associations offer this as part of membership.
4. Small claims court
If all else fails, you can take the builder to the small claims court. This is a formal legal process, but it is designed to be accessible without a solicitor.
- Limit: Claims up to £10,000 in England and Wales (or £5,000 in Scotland, £3,000 in Northern Ireland).
- Cost: Court fees start at £35 and depend on the amount claimed.
- Process: You file a claim online at gov.uk, and the case is usually decided on paper or at a short hearing.
- Evidence: Bring your contract, photographs, emails, receipts, and any other documentation.
For claims over £10,000, you may need to use the county court or hire a solicitor.
Getting quotes: best practices
Getting several quotes is one of the most important things you can do:
- Get at least 3 quotes from different builders to compare prices and approaches.
- Ask for itemised quotes so you can see exactly what you are paying for.
- Be suspicious of quotes that are significantly lower than the others — it may mean the builder is cutting corners or plans to charge extra later.
- Check what is included — some quotes may exclude VAT, skip hire, or materials.
- Ask about timelines — a clear schedule helps you hold the builder accountable.
Checking a builder’s credentials
Before hiring a builder, check their credentials and track record:
Gas Safe Register
If your project involves gas work (boilers, cookers, gas fires), the engineer must be Gas Safe registered by law. Check the register at gassaferegister.co.uk or call 0800 408 5500. Never use a gas engineer who is not registered — it is illegal and dangerous.
NICEIC
NICEIC (National Inspection Council for Electrical Installation Contracting) is one of the leading voluntary registration schemes for electricians. An NICEIC-registered electrician has been assessed as competent to carry out electrical work to the required safety standards. Check at niceic.com.
Which? Trusted Trader
Which? Trusted Trader is a scheme that vets traders before listing them. Traders undergo a assessment process, including credit checks, customer references, and a visit from a Which? Trusted Trader assessor. Check at which.co.uk/trusted-traders.
TrustMark
TrustMark is a government-endorsed scheme for tradespeople. TrustMark-registered businesses agree to work to certain standards, follow a code of practice, and are covered by a dispute resolution service. Check at trustmark.org.uk.
Other checks
- Online reviews – Check Google, Checkatrade, Trustpilot, and MyBuilder for reviews.
- Ask for references – A reputable builder will be happy to provide references from previous customers.
- Check insurance – Make sure the builder has public liability insurance and, if applicable, employers’ liability insurance.
- Company registration – If the builder is a limited company, check their details on Companies House at find-and-update.company-information.service.gov.uk.
Key takeaways
- You have strong consumer rights under the Consumer Rights Act 2015 for home improvement work.
- Always get a written contract, agree stage payments, and keep a snagging list.
- If a builder goes bust, check for Section 75 (credit card) or chargeback (debit card) protection.
- Escalate complaints: builder first, then trade association, then ombudsman or small claims court.
- Always check credentials — Gas Safe, NICEIC, TrustMark, and Which? Trusted Trader are reliable marks.