How Do I Complain About a Builder?
A good complaint is short, specific and in writing. Here is how to make one that gets a response, and where to take it if it doesn't.
The short answer
Complain to the builder first, in writing, and say exactly what you want them to do.
Start with the builder. Put your complaint in writing, by email or letter, and keep it short: what was agreed, what is wrong, the evidence you have, what you want done to put it right and a reasonable date for a reply. Most complaints are settled at this stage. If the builder doesn't respond or you can't agree, you can escalate: to a trade association or scheme if they belong to one, to Citizens Advice for consumer advice, and then to mediation, another form of dispute resolution or, as a last resort, court.
The order matters. Each step is more likely to work, and more likely to be taken seriously later, if the builder has had a fair chance to put things right first. Our guide to raising a complaint with a builder covers the process in more depth.
Step by step
How to write a complaint that gets a reply
Talk first, if you can
A phone call or a conversation on site often sorts a small problem in minutes. If it does, follow up with a one-line email confirming what was agreed.
Set out the facts
In writing, describe the job, the date it was done and the problem. Stick to what you can see and show. "Water is coming through the ceiling below the new flashing" is more useful than "the job was rubbish".
Attach the evidence
Dated photographs, a copy of the quote and any messages about the problem. Our answer on how to prove work was defective explains what helps most.
Say what you want
Usually that is a return visit to put the work right. Be specific: an inspection within a week, the repair finished within a fortnight. A builder can act on a clear request much more easily than on general unhappiness.
Give a fair deadline
Allow a reasonable time to reply, reflecting the job and the season. Keep copies of everything you send and receive.
If that doesn't work
Where to take a complaint next
A trade association or scheme
If the builder is a member of a trade body or a scheme such as TrustMark, check its own site for a complaints process. Our guide to trade accreditation schemes explains what membership usually means.
Citizens Advice
Its consumer service gives free advice on your rights and can pass details to Trading Standards. In Scotland, Consumer Advice Scotland does the same job, and in Northern Ireland, Consumerline.
Dispute resolution or court
Mediation and other forms of alternative dispute resolution are often quicker and cheaper than court. See what is ADR for building disputes? Court is the last step, not the first.
Getting the tone right
Firm, factual and fair works best
It is natural to be frustrated when work you paid for isn't right, especially in your own home. The complaint that gets results, though, is the one a builder can read without feeling cornered. Describe the problem, not the person. Avoid threats you don't intend to follow through. Acknowledge anything they did well if that is true: it makes the rest of the message more credible.
Keep your complaint to one topic where possible. If there are several problems, number them. A numbered list lets the builder reply point by point and makes it obvious later which items were dealt with and which were not.
Finally, write as though someone independent might read it one day, because if the matter goes further, a mediator or a judge may. Calm, specific letters help your case. Angry ones rarely do.
Alongside the letters, keep a simple log: the date of each call, visit or message, who you spoke to and what was said. It takes a minute each time and saves a great deal of reconstruction later. If the builder agrees to come back, confirm the date in writing, and afterwards note whether they attended and what they did. Our guide on keeping evidence and records explains what is worth holding on to, and why dated photographs matter more than anything else.
The Consumer Rights Act 2015 says a service must be carried out with reasonable care and skill. Where it isn't, you can generally ask the trader to redo the work or put it right, and in some cases you may be entitled to a price reduction. There are also legal time limits for bringing a claim, so don't leave a complaint sitting for years. Citizens Advice explains all of this in plain terms. This is general information, not legal advice.
If you use Mortaro
Tell us, and we raise it for you
If your work was coordinated by Mortaro, you can bring a complaint to us rather than tracking down your contractor yourself. We raise it with them on your behalf, push for a visit and a resolution, and keep you updated. Your construction contract and the workmanship warranty are with your contractor, so any claim for defective work sits with them, but you don't have to do the chasing.
Contractors who fail to meet our standards are removed from the network. You can read how we handle problems on putting things right.
Straight answers
Questions about complaining
Should I complain by phone or in writing?
Both, if you like, but always follow a call with something written. A written complaint is your record of when you raised the problem and what you asked for.
Is there a time limit to complain?
Warranties have their own time periods, and legal claims have time limits too. The safest approach is to raise problems as soon as you notice them. Citizens Advice can explain the limits that apply to you. This is general information, not legal advice.
Can I leave a bad review instead?
You can leave an honest review, but it rarely gets the work fixed. Raise the complaint properly first, and keep any review factual and accurate.
Start here
Tell us about the work you have in mind
We will confirm we cover your postcode, arrange a site visit with a contractor from our network and send you a written quotation. No charge, no obligation.