I paid for a service that was done poorly. What are my rights?

What the Law Says

The Consumer Rights Act 2015 sets out clear standards for services paid for by consumers in the UK. If a service falls short, the law gives you specific remedies.

When you pay for a service — such as plumbing, hairdressing, or website design — the trader must carry it out with reasonable care and skill, within a reasonable time, and for a reasonable price (if not agreed upfront).

Section 49 of the Consumer Rights Act 2015 says that if the service is not provided with reasonable care and skill, you are entitled to either repeat performance (the service redone properly) or a price reduction — depending on what is appropriate and possible.

Repeat performance must be carried out within a reasonable time and without significant inconvenience to you. If it’s not possible or disproportionately costly for the trader, or if you’ve already waited too long, you’re entitled to a price reduction instead.

Statutory Text

If the service is not carried out with reasonable care and skill, the consumer has the rights set out in section 54.

— Consumer Rights Act 2015, s. 49 — Service contracts: reasonable care and skill

What to Do

Sources