Poor Service Complaint Letter

Under sections 49 to 54 of the Consumer Rights Act 2015, services must be performed with reasonable care and skill, within a reasonable time, and for a reasonable price. If a service falls short, you can request repeat performance at no extra cost, or a price reduction or refund.

If the service cannot be repeated to a satisfactory standard, or if repeat performance is impossible, you are entitled to a price reduction, which could be up to 100% of the price paid. The amount depends on how far below a reasonable standard the service fell.

Start by complaining directly to the business. If they do not resolve it, escalate to the relevant industry ombudsman or regulator, for example the Financial Ombudsman for banking, the Energy Ombudsman for utilities, or the Legal Ombudsman for legal services. You can also report the business to Trading Standards.

The standard is what a competent professional in that field would reasonably be expected to deliver. For a builder, that means structurally sound work. For a solicitor, that means competent legal advice. If the service fell below what a reasonable person would expect from a competent professional, you have grounds for a complaint.

You do not have to accept the trader's assessment. If you have evidence that the work was substandard, such as photos, independent assessments, or written records of the issues, a formal letter citing the Consumer Rights Act 2015 puts the trader on notice that you are prepared to pursue the matter through the courts or an ombudsman.

If the service has not been completed or falls significantly below the required standard, you may have grounds to withhold some or all payment. However this is fact-specific and you should set out your position clearly in writing first. A formal complaint letter creates the paper trail that supports your position if the dispute escalates.