What to Do When You Have a Dispute with a Tradesperson

Before sending a single email or making a phone call, document the problem thoroughly. Photograph every defect — multiple angles, close up, date-stamped. Keep a written log with dates and times of events. Gather all your paperwork: the quote or contract, invoices, correspondence, and any photos or videos you took during the work. Note the specific complaints clearly: not "the bathroom renovation was poor" but "the shower tray is not level, there is a gap between the tiles and the wall in the shower enclosure, and the silicone was applied over contaminated surfaces and is already peeling." Specificity makes your complaint much stronger.

Most disputes can be resolved at this stage, particularly with professional tradespeople who value their reputation. Contact the tradesperson in writing (email or letter) — not by phone, because you need a record. Describe the specific problems, reference the agreed contract or quote, state that the work has not been completed to the required standard, and ask them to return to assess and rectify within a specified reasonable period (typically 14 days is reasonable). Keep the tone professional, not emotional. You are more likely to get a constructive response to a factual, measured complaint than an emotional one.

Give the tradesperson a genuine opportunity to respond and rectify. What is "reasonable" depends on the type of work and the severity of the problem — a few days for a dripping tap, a week or two for more complex remediation. If they do not respond within your specified period, send a follow-up in writing, note that the original deadline has passed, and state that you will proceed to formal escalation if you do not receive a response within 7 days. Keep copies of everything. If they do respond but the remediation attempt is inadequate, document the post-remediation state carefully before deciding on next steps.

If the tradesperson is a member of a trade body (FMB, NICEIC, NAPIT, Gas Safe, MLA, etc.), the trade body usually offers a complaints or adjudication process. This is free to use, and trade body members are contractually required to engage with it. The trade body cannot force the tradesperson to pay you compensation, but they can facilitate a resolution and, if the complaint is upheld, the tradesperson risks losing their membership — a significant incentive to settle. Submit a clear, documented complaint with all your evidence. Be specific about the outcome you are seeking.

Many industries now offer certified Alternative Dispute Resolution (ADR) schemes as an alternative to court. For building disputes, the Royal Institution of Chartered Surveyors (RICS) offers adjudication services. The Centre for Effective Dispute Resolution (CEDR) and TrustMark's ADR scheme are also options. ADR is typically faster and cheaper than court. The adjudicator reviews both sides' submissions and makes a binding or non-binding determination (check which type the scheme offers). If you need an independent expert opinion on whether work was defective, engaging a surveyor or specialist at this stage to prepare a report significantly strengthens your position.

For claims up to £10,000, the small claims track in the county court is designed to be accessible without a solicitor. The court fee varies by claim value — typically £35–£455. You file a claim online through Money Claim Online (MCOL) or in person at a county court. Both parties submit their evidence and the judge makes a determination based on the written submissions or at a short hearing. Before filing a claim, send a "Letter Before Action" (also called a Letter Before Claim) giving the tradesperson 14 days to respond or settle — this is required under the pre-action protocol and demonstrates good faith to the court. A court judgment in your favour can be enforced through attachment of earnings or bailiffs.

Initial complaint letter structure: (1) reference to the original contract/quote and date, (2) specific description of the defects with reference to your photos, (3) statement that the work does not meet the contractually required standard, (4) specific remedy requested (return to rectify), (5) deadline (14 days), (6) statement that you will escalate if no satisfactory response. Letter before action structure: (1) summary of the dispute and previous attempts at resolution, (2) specific sum claimed or remedy required, (3) legal basis for the claim (Consumer Rights Act 2015, breach of contract), (4) 14-day deadline to respond before court proceedings, (5) statement that this letter may be shown to the court.