UK trading standards: your consumer rights

The Consumer Rights Act 2015 (CRA) is the main legislation protecting UK consumers when buying services. Under the CRA, any service must be: carried out with reasonable care and skill; completed within a reasonable time (or the time agreed); and provided at the agreed price (or a reasonable price if no price was agreed).

If a trader fails to meet these standards, you are legally entitled to ask them to redo the work or, if that is not possible, to receive a price reduction — up to and including a full refund.

"Reasonable care and skill" is judged against the standard of a competent professional in that trade. A plumber who floods your bathroom through careless pipe work, or an electrician whose wiring fails a safety test, has not met this standard.

The burden of proof is on you to show the work was defective. Keep all documentation: quotes, invoices, photos taken before and after the work, and any written communications with the trader. This evidence is essential if you need to escalate to Trading Standards or a small claims court.

Start with the business. Write a formal letter or email (not a phone call — written records matter) stating: what was agreed, what was delivered, why it falls short, and what resolution you want (redo the work, partial refund, full refund). Give a reasonable deadline — 14 days is standard.

If the business does not respond or refuses your reasonable request, escalate to: the relevant trade association (who may have a dispute resolution scheme); your local Trading Standards office (via Citizens Advice on 0808 223 1133); or the Financial Ombudsman Service if a financial product was involved.

For amounts up to £10,000, the Small Claims Court (part of the County Court) is an accessible, low-cost route. Fees start at £35 for claims under £300. Many traders settle before a hearing when they receive a court claim.

If you paid by credit card and the goods or services were worth between £100 and £30,000, you may be able to claim a refund directly from your credit card provider under Section 75 of the Consumer Credit Act. The card provider is jointly liable with the trader.

For debit card payments under £100, or where Section 75 does not apply, ask your bank about a "chargeback" — this is a voluntary scheme operated by card networks (Visa, Mastercard) that can reverse a payment when goods or services were not provided as agreed. Time limits apply (usually 120 days from the transaction), so act promptly.