Problem with a builder or painter decorator? Need to know what to do to resolve things? Follow these specific tips first when employing a builder or painter and decorators. But if it’s too late here’s what you can do:
1) Try to resolve the matter in person or over the ‘phone before formally writing if you have a complaint.
2) Give the trader an opportunity to remedy the work. If they refuse to do this or they fail to do it satisfactorily then you can take the matter further.
3) Ensure that you state that you retain your legal rights under the Consumer Rights Act 2015 so that you are still able to claim if necessary afterwards when you write to complain.
4) Should the trader not respond or not remedy the work, proceed with getting an independent report and 3 quotes. Get the work done and write to the trader requesting this amount attaching the paperwork. You could attach a quote before the work is done to give the trader one last chance if you wish.
5) If the trader is a member of a trade association you can contact it and see if you are able to use a resolution scheme.
6) If all else fails and you have the evidence you can go the Small Claims Court. I took a builder to court (details in the book) and won.
The Consumer Code for Homebuilders is an industry-led code of conduct for builders, which was developed to make the home buying process fairer and more transparent for purchasers and is adopted by the main warranty providers. The Code consists of requirements and principles that home builders must meet in their marketing and selling of homes and their after-sales customer service. As part of this code warranty providers must provide a complaint procedure. There is a dispute resolution scheme to deal with complaints within two years of buying a home, if builders don’t comply with the code. The scheme can award up to £15,000.
You can find numerous template letters for complaining to traders in the book.
Choosing a garage to undertake repairs on your vehicle
When you choose a garage you should look to see if it is a member of a trade association and if any doubt about the authenticity of the sign you can contact the trade association to check. You can also look online to find garages which are members of the association.
Always agree a price, preferably in writing, before work is undertaken. You may also wish to agree on a maximum total cost for incidental small items which can be incurred without having to call you. If you haven’t done this and you feel that you are overcharged then you should get estimates for the work from other garages to use as evidence. If you are forced to pay, ensure that you state, (in writing as usual is best), that you are paying under protest.
When choosing a garage to undertake work see more details here.
When things go wrong
The Consumer Rights Act 2015 (Supply of Goods and Services Act 1982 for purchases prior to 1st October 2015) covers vehicle repairs. So should you believe that the repair that you have received is not of satisfactory quality or hasn’t been undertaken in a reasonable length of time you can assert your legal rights and request a refund or that the job is undertaken properly. This includes when a vehicle does not function satisfactorily a few days later due to the repair. Should the garage refuse to refund or redo the job you can go to arbitration through the trade association if it is a member. For peace of mind you might always want to check that a garage is a member before taking your vehicle to it. You should always give the garage a chance to put things right as you have a legal obligation to keep costs to a minimum. You should also be compensated for out of pocket expenses such as using different transport when the garage undertakes the job again but you must keep this to a minimum.
If a garage damages your vehicle then this is a breach of the Consumer Rights Act 2015 (Supply of Goods and Services Act 1982 prior to 1st October 2015) and the garage must pay to put the damage right unless it can prove it was not responsible.
If the garage claims that it is not responsible for vehicles left in its possession it is in breach of the Consumer Rights Act 2015 (Unfair Terms in Consumer Contracts Regulations 1999 for servicing before 1st October 2015).
For templates and more tips and advice for complaining about garages see the bestselling book.