Builder and Tradesperson Complaints

Prevention is better than cure in building disputes. Before instructing any builder or tradesperson:

• Get a written quote specifying exactly what work will be done, the materials to be used, and the total price. If the quote is an estimate, ask for the conditions under which the cost might change.
• Check references and, where applicable, trade body membership (Gas Safe for gas engineers, NICEIC or NAPIT for electricians, TrustMark for general builders).
• Agree a written programme for when the work will start and be completed.
• Avoid paying large deposits upfront — pay in stages as work is completed where possible.
• Document the condition of your property before work starts with photographs.

If problems arise during the work:

• Raise concerns in writing (email is best) as soon as they arise — do not wait until the end of the job
• Photograph defective or incomplete work
• Do not withhold all payment unreasonably — pay for work that has been properly completed and withhold only the proportion relating to the defective work
• When the job is complete, do a thorough inspection before making final payment

If work is defective, write formally to the builder specifying what is wrong and giving a reasonable deadline (typically 14–21 days) to return and remedy the defects. If they fail to return, you can appoint another contractor to fix the defects and pursue the original builder for the additional cost.

If the builder refuses to remedy defective work or ignores your complaint:

• Trade body complaints: If the builder is a member of the Federation of Master Builders (FMB), TrustMark, or another trade body, report the complaint to the trade body. Many have mediation or arbitration services.
• Section 75 / chargeback: If you paid by credit or debit card, consider a chargeback or Section 75 claim for the disputed amount.
• Small claims court: For amounts up to £10,000, the small claims process is accessible and cost-effective. You will need to have obtained an independent assessment of the defective work and a quote for remediation to support your claim.
• Trading Standards: Report unscrupulous traders — particularly rogue traders targeting vulnerable people — to Trading Standards via Citizens Advice.

Building disputes are among the most contentious consumer complaints because the evidence is often disputed, the amounts can be large, and the legal framework for consumers is less well known than for goods. This section explains the specialist dispute resolution routes, what evidence to gather, and how the Equality Act applies to building and home improvement services.

Dispute Resolution Ombudsman (DRO): The Dispute Resolution Ombudsman is an approved ADR scheme that covers a range of home improvement sectors, including kitchens, bathrooms, windows, doors, and general building work by member businesses. If your builder or home improvement company is a DRO member, you can refer an unresolved complaint to them after exhausting the company's internal process. The DRO's decisions are binding on members and the service is free to consumers. Check membership at disputeresolombudsman.com before assuming this route is available.

CIGA and specialist warranties: For cavity wall insulation, loft insulation, and some other energy efficiency measures, the Cavity Insulation Guarantee Agency (CIGA) provides independent guarantees and a complaints service. If your insulation was installed under an ECO (Energy Company Obligation) or government scheme, CIGA or the relevant scheme body may provide additional remedies. Contact CIGA at ciga.co.uk if your insulation has failed and the installer no longer exists or is unresponsive.

Building an evidence pack for a builder dispute: A well-organised evidence pack is essential for any formal escalation. Your pack should include: the original written quote and any written variations; the contract or terms and conditions (if provided); photographs of the work at each stage, particularly showing defects before any remediation attempt; an independent expert report from a qualified surveyor, structural engineer, or specialist tradesperson confirming the nature and cause of the defects and the reasonable cost of rectification; correspondence with the builder setting out the defects and their responses (or failure to respond); invoices and payment records; and records of any consequential losses — for example, the cost of temporary accommodation if the property was uninhabitable during defective work.

Equality Act 2010 and building services: Builders and home improvement companies providing services to the public must comply with the Equality Act 2010. They cannot refuse to quote, charge higher prices, or provide a worse service because of a protected characteristic. They must also make reasonable adjustments to accommodate disabled customers — for example, communicating in accessible formats, or arranging appointments at accessible times. If you believe you have been discriminated against, raise the Equality Act argument in your formal complaint. Both the Dispute Resolution Ombudsman and Trading Standards can consider Equality Act arguments. In serious cases, a county court claim for discrimination is available — contact the Equality Advisory and Support Service (EASS) for free initial advice.