Consumer Rights Act — Services in the United Kingdom
Reviewed by the Commoner Law Editorial Team. Sourced from UK Acts of Parliament, statutory instruments, and official guidance. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
When you pay a trader for a service — plumber, decorator, mechanic, hairdresser, accountant — section 49 of the Consumer Rights Act 2015 implies three terms into the contract that can't be excluded:
- The service must be performed with reasonable care and skill
- If you didn't agree a price upfront, the price must be reasonable
- If you didn't agree a deadline, the work must be done within a reasonable time
When the service falls short:
- Repeat performance — the trader has to redo the unsatisfactory work at no extra cost (section 55)
- Price reduction — where repeat performance is impossible or can't be done within a reasonable time, you can claim a reduction up to a full refund (section 56)
One quietly powerful provision: section 50 makes any pre-contract information the trader gave you a binding term of the contract. If the kitchen fitter promised the job would be finished by the 20th and it isn't, that's a breach — they can't shrug it off as 'just an estimate'.
When does it apply?
- You paid a business (sole trader, partnership, or company) for a service. Tradespeople, professionals, repair work, personal care, online services — all in scope.
- Doesn't cover employment contracts or genuinely free services.
- If the trader also supplied goods as part of the job (a plumber who fitted a boiler they sold you), both the goods and service rights apply.
- Section 50 makes pre-contract statements binding — verbal quotes, written estimates, what the salesperson promised. Get specifics in writing wherever you can.
What to Do If a UK Trader Has Done a Poor Job or Overcharged You for a Service
- Document everything from the start. Photos before, during, after. Save quotes, invoices, WhatsApp messages, the lot.
- Ask in writing for repeat performance with a sensible deadline. The CRA gives the trader the right to remedy the breach — let them, but in writing.
- If they refuse or can't put it right, demand a price reduction or full refund — quote section 56.
- Stuck? Citizens Advice for guidance, then the small claims track in the County Court. Claims up to £10,000 in England & Wales (£5,000 Scotland, £3,000 NI).
- If the trader is a member of a regulated body — Gas Safe Register, NICEIC, TrustMark, FMB, RIBA, RICS — file a parallel complaint with the body. They can suspend or expel members and that's often what changes behaviour.
What should you NOT do?
- Don't pay in full upfront. Stage payments tied to milestones are the simplest leverage you'll ever have.
- Don't hire a second trader to fix the first one's mistake before giving the first a chance to repair it. Doing so can wipe out your claim — the trader is entitled to remedy the breach themselves first.
- Don't trust verbal agreements. 'I'll throw in the tiling for free' becomes 'I never said that' the moment something goes wrong.
Common Questions
When does consumer rights act — services apply?
You paid a business (sole trader, partnership, or company) for a service. Tradespeople, professionals, repair work, personal care, online services — all in scope.Doesn't cover employment contracts or genuinely free services.If the trader also supplied goods as part of the job (a plumber who fitted a boiler they sold you), both the goods and service rights apply.Section 50 makes pre-contract statements binding — verbal quotes, written estimates, what the salesperson promised. Get specifics in writing wherever you can.
What should I do if a tradesperson or service provider in the UK has done poor work?
Document everything from the start. Photos before, during, after. Save quotes, invoices, WhatsApp messages, the lot.Ask in writing for repeat performance with a sensible deadline. The CRA gives the trader the right to remedy the breach — let them, but in writing.If they refuse or can't put it right, demand a price reduction or full refund — quote section 56.Stuck? Citizens Advice for guidance, then the small claims track in the County Court. Claims up to £10,000 in England & Wales (£5,000 Scotland, £3,000 NI).If the trader is a member of a regulated body — Gas Safe Register, NICEIC, TrustMark,...
What mistakes should I avoid with consumer rights act — services?
Don't pay in full upfront. Stage payments tied to milestones are the simplest leverage you'll ever have.Don't hire a second trader to fix the first one's mistake before giving the first a chance to repair it. Doing so can wipe out your claim — the trader is entitled to remedy the breach themselves first.Don't trust verbal agreements. 'I'll throw in the tiling for free' becomes 'I never said that' the moment something goes wrong.