Complaint Handling Procedure for Tradespeople

Quick Answer: A formal complaint handling procedure has three stages: acknowledge within 24 hours, investigate and respond within 5–10 working days, and close with a documented resolution. Under the Consumer Rights Act 2015, customers have a right to ask you to repeat or fix unsatisfactory work before seeking a price reduction. Having a written procedure — even a simple one — demonstrates professionalism, limits escalation, and provides a paper trail if a dispute goes to court.

Summary

Most trades businesses have no written complaint procedure. This matters for two reasons. First, without a defined process, complaints are handled inconsistently — sometimes too informally, sometimes with unnecessary defensiveness, sometimes with concessions that create precedent or liability. Second, for any trader registered with a trade association or using an Alternative Dispute Resolution (ADR) scheme, a documented complaint procedure is often a membership requirement.

The legal framework is more structured than most tradespeople realise. The Consumer Rights Act 2015 gives residential customers specific remedies: if a service is not performed with reasonable care and skill, or is not completed within a reasonable time, the customer is entitled to a "repeat performance" — the right to ask you to redo or correct the work at no additional cost. Only if repeat performance is impossible, or if you fail to complete it within a reasonable time, does the customer gain the right to a price reduction (which can be up to 100% of the contract value in extreme cases).

Understanding this framework changes the response to a complaint. Rather than immediately offering a refund or discount, the correct first response is to acknowledge the issue and offer to return and fix it. This protects your margin, meets your legal obligation, and — if done promptly and professionally — often resolves the complaint with the relationship intact.

The companion article de-escalation tactics and the LEAP method covers the psychology of complaint handling. This article sets out the operational procedure.

Key Facts

• Consumer Rights Act 2015, s.49 — services must be performed with reasonable care and skill; failure gives right to repeat performance (s.55) then price reduction (s.56)
• "Reasonable care and skill" — judged against the standard of a competent person in that trade; Building Regulations compliance, BS standards, and manufacturer instructions are relevant benchmarks
• Repeat performance right — customer must request it; you must complete it within a reasonable time and without significant inconvenience to the customer
• Price reduction — available if: (a) repeat performance is impossible, (b) repeat performance would cause significant inconvenience, or (c) you fail to complete repeat performance within a reasonable time
• Six-year limitation — customers have six years from the date of breach to bring a civil claim (Limitation Act 1980); records should be kept accordingly
• Defective Premises Act 1972 — imposes a duty of care in construction and repair work; relevant where negligence is alleged
• Trade association ADR schemes — Checkatrade, TrustMark, NAPIT, Gas Safe, NICEIC, and others offer dispute resolution; membership often requires following their complaint procedure
• Keep all job records — quotes, contracts, variation orders, delivery notes, site photos (before, during, after), and all written communications are potential evidence
• Insurance notification — notify your public liability insurer of any complaint that might lead to a claim, even before the customer mentions liability; late notification can invalidate cover

Quick Reference Table

Detailed Guidance

Stage 1 — Acknowledge (Within 24 Hours)

Whether the complaint arrives by call, WhatsApp, or email, respond within 24 hours. The acknowledgement does not need to contain an assessment of the complaint — only a confirmation that you have received it and will investigate.

Acknowledgement template:

Dear [Name],

Thank you for getting in touch. I have received your message regarding [brief description of the complaint] and I am taking it seriously.

I will investigate the matter fully and aim to respond to you within [5] working days with my findings and proposed next steps.

In the meantime, if you have any additional information or photographs that would help me understand the issue, please do send them through.

Yours sincerely, [Your name]

Do not apologise for the issue at this stage — a blanket apology can be interpreted as an admission of liability. An acknowledgement of the customer's concern is appropriate; an admission of fault is not.

Stage 2 — Investigate

Before contacting the customer again, review:

1. The original quote/contract and scope of work
2. Any variation orders and what was agreed
3. Site photos (before, during, after)
4. Delivery notes and materials records
5. Your job notes or diary
6. Any relevant British Standards or Building Regulations that apply

The question you are answering is: was the work carried out with reasonable care and skill, to the agreed specification, and in compliance with applicable standards? If the answer is yes, document why. If the answer is no (or partly no), decide what remedial action is appropriate before you contact the customer.

Call your insurer at this stage if you believe the complaint could lead to a claim. Do not wait for the customer to mention legal action.

Stage 3 — Respond

Respond in writing (email). The response should:

• Acknowledge the specific issue raised
• State your assessment of the complaint (upheld, partially upheld, or not upheld)
• If upheld: offer repeat performance — a specific date and description of what you will do
• If not upheld: explain your position with reference to the contract, standards, or photos
• Invite the customer to respond if they disagree with your assessment

Response template (complaint upheld):

Dear [Name],

Thank you for your patience while I investigated your complaint regarding [description].

Having reviewed the work, I agree that [specific issue] needs to be addressed. Under the Consumer Rights Act 2015, you are entitled to ask me to return and correct this at no additional cost, and I am committed to doing so.

I can attend on [date] to [description of remedial work]. This should take approximately [time]. Please confirm whether this works for you.

I am sorry for any inconvenience caused.

Yours sincerely, [Your name]

Response template (complaint not upheld):

Dear [Name],

Thank you for raising this concern. I have investigated the issue and reviewed the work completed against the agreed specification and relevant standards.

[Specific explanation of why the work meets the required standard, with reference to photos, the original quote, or relevant BS/Building Regulation]

If you have additional information that I have not considered, I would be happy to review it. Alternatively, if you remain dissatisfied, you have the option of referring this to [trade association ADR scheme / a local Trading Standards service / an independent surveyor].

I am committed to resolving this to a fair outcome.

Yours sincerely, [Your name]

Stage 4 — Remediate

Carry out any agreed remedial work promptly. The Consumer Rights Act requires repeat performance within a "reasonable time" without "significant inconvenience" to the customer. There is no statutory definition of reasonable time, but courts have typically expected action within days or a few weeks for residential work, not months.

Photograph the remedial work before, during, and after.

Stage 5 — Close

Once remedial work is complete, confirm resolution in writing and ask the customer to acknowledge it:

Dear [Name],

I am writing to confirm that the remedial work agreed in my letter of [date] was completed on [date]. [Brief description of what was done.]

I hope this has resolved the matter to your satisfaction. If you are happy with the outcome, please confirm by reply or by signing below.

[Space for customer signature and date if sending a letter]

Yours sincerely, [Your name]

Getting a written close-out prevents the complaint from being re-raised later.

Stage 6 — If Unresolved After 8 Weeks

If the complaint is unresolved after 8 weeks, the customer has the right to refer it to the relevant ADR scheme (if you are a member of one). ADR schemes are generally free for consumers; findings are often binding on the business.

If no ADR scheme applies, the customer's option is the county court small claims track (claims under £10,000) or the fast track. See contract termination and dispute escalation for the pre-litigation process.

Frequently Asked Questions

Can I charge the customer for returning to fix something?

Not if the original work failed to meet the required standard. The Consumer Rights Act gives the customer the right to a repeat performance at your cost. If the return visit reveals that the issue was caused by the customer's actions after handover (misuse, modification, third-party damage), you can charge for the remedial work. Document this in writing before starting.

What if the customer's complaint is exaggerated or fabricated?

Respond professionally to the stated complaint. Investigate against your records and photos. If your documentation shows the work met the required standard, explain this clearly and offer a route to independent assessment (surveyor, trade association). Do not respond defensively or dismiss the complaint without engagement — that approach consistently makes disputes worse.

Do I need a written complaint procedure to comply with any law?

There is no statutory requirement for a written procedure for sole traders or small SMEs. However, certain trade association memberships (Checkatrade, TrustMark, Gas Safe, NICEIC) require members to have a defined complaints process. Check your membership conditions.

How do I handle complaints that arrive via social media or Google reviews?

Respond promptly and professionally, acknowledge that you want to resolve the issue, and invite the customer to contact you directly. Do not dispute the complaint publicly — even if you are confident you are right. See responding to negative reviews for templates.

Regulations & Standards

• Consumer Rights Act 2015 — s.49 (reasonable care and skill), s.55 (right to repeat performance), s.56 (right to price reduction)

• Limitation Act 1980 — 6-year limitation period for breach of contract claims

• Defective Premises Act 1972 — duty of care in construction and repair; survives handover and applies to subsequent occupiers

• Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 — governs ADR schemes and requires traders to inform customers of a certified ADR scheme if they cannot resolve a dispute

• Consumer Protection from Unfair Trading Regulations 2008 — prohibits aggressive or misleading practices in dealing with customers (including in complaint responses)

• Consumer Rights Act 2015 — legislation.gov.uk — full Act text

• Citizens Advice: Your rights if a service is not done properly — consumer-facing guide to the complaint process

• TrustMark: Complaints procedure requirements — example of trade association complaint procedure requirements

• de-escalation tactics and the LEAP method for customer complaints — the psychology and conversation side of complaint handling

• managing customer snagging lists — the structured process for identifying and closing out defects at practical completion

• responding to negative reviews on Google and Checkatrade — handling complaints that appear publicly

• written contracts for tradespeople — the contractual foundation that protects you in a dispute