How to Raise a Complaint with a Builder and Get It Resolved
How to raise a problem with a builder so it gets put right, and where to turn if they will not engage.
The short version
Most complaints about building work are settled by a clear, calm message to the builder. Putting it in writing, with a fair deadline, is what makes it work.
When something is not right, the first aim is to get it put right, not to win an argument. Most builders would rather fix a problem than lose a good name, and a complaint that is specific, fair and in writing gives them the best chance to do so.
If that does not work, there is a clear ladder to climb: a formal written complaint, then help from a trade body or an independent dispute service and, as a last step, a claim through the courts. Each step is easier if the one before it was done properly.
This guide explains how to raise a complaint, what to include, how to keep it constructive and where to turn if the builder will not engage. It is part of our guide to when building work goes wrong.
The complaint ladder
How to raise a complaint, step by step
Move up a step only when the one before has not worked. Skipping ahead rarely speeds things up.
Talk to the builder first
Raise the problem as soon as you notice it, ideally on site where you can both see it. Many issues are settled here. Afterwards, send a short message confirming what was said.
Put the complaint in writing
If a conversation does not settle it, write a clear email or letter setting out the problem, what you want done and by when. The next section covers what to include.
Give a reasonable deadline
Allow a fair amount of time for a reply and for the work, taking account of the job and the weather. For a non-urgent problem, a couple of weeks to respond is a common starting point. A leak justifies a shorter one.
Follow up once
If the deadline passes, send a short reminder that refers to your first message and gives a final date.
Send a final letter
If there is still no progress, a final letter, often called a letter before claim, sets out the problem, what you want and what you will do next if it is not resolved. Courts expect this kind of step before a claim is started.
Use outside help
A trade association, a dispute resolution service or, as a last step, the courts. There is more on each below.
What to include
What a good complaint letter says
Keep it short, factual and specific. One or two pages is plenty.
The details of the job
Your name and address, the date of the quote or contract and the work it covered. Quote any reference number so the builder can put their hands on the file.
What is wrong
Describe the problem plainly: where it is, what you can see, and when you first noticed it. Avoid guessing at causes unless you know.
What you want done
Usually a visit and a repair. Be specific, for example: inspect and repair the leak around the rooflight in the rear bedroom.
A reasonable deadline
A date for a reply and, if you can, a date by which you expect the work to be done.
Your evidence
Dated photographs, relevant messages and the parts of the quote that apply. Our guide to keeping evidence and records explains what helps.
How to reach you
Your phone number and email, and when you are available for a visit. Make it easy for the builder to say yes.
Keeping it constructive
A calm tone gets results
It is natural to feel frustrated, particularly when the problem is in your home and you have paid a lot for the work. But a complaint that reads as an accusation tends to produce a defensive reply, while one that reads as a reasonable request tends to produce a visit.
Stick to what you know. "There is water staining on the ceiling below the new rooflight after rain on 3 and 5 March" is far more useful than "your rooflight leaks and you clearly didn't know what you were doing". The first invites an inspection. The second invites an argument.
Keep everything in writing, even if you also speak on the phone. After a call, send a short message: "Thanks for your call today. As agreed, you'll visit on Thursday morning to look at the rooflight." That creates a record without anyone feeling cross-examined.
Give the builder a proper chance to respond. A builder who is given the chance to inspect and put things right, and does not, is in a much weaker position later than one who was never asked. If you do reach a dispute, being able to show you were reasonable throughout counts in your favour. If the problem only came to light at the end of the job, our answer on what to do if you are not happy at the end of the job covers that moment.
What helps
What moves a complaint forward
Small choices early on often decide whether a complaint is settled in a week or drags on for months.
Moves it forward
- A specific description with dates
- Photographs attached to the first message
- A clear request and a fair deadline
- Access offered at sensible times
- Short written notes after every call
- Reading your quote and warranty first
Tends to stall it
- Vague descriptions such as "it's all wrong"
- Threats in the first message
- Refusing access for an inspection
- Having someone else redo the work straight away
- Posting publicly before the builder has replied
- Mixing the complaint with unrelated grievances
Reading the reply
Responding to what the builder says
When the builder replies, read it carefully before you answer. Most replies fall into a few patterns. They accept the problem and offer a date: agree it, confirm it in writing and make sure someone is in. They want to inspect before committing to anything: that is reasonable, and it is usually the quickest way to an answer. They say the cause is something else, such as storm damage, a product fault or work by another trade: ask them to explain why in writing, and consider whether an independent opinion would help.
Sometimes a builder offers a partial fix, or money instead of a repair. You do not have to accept, but a fair offer that ends the matter can be worth more than a long dispute. Think about what it would actually cost to have the work put right by someone else, and whether the offer covers it. If you agree, put the terms in writing, including exactly what the payment or repair settles.
If the builder disputes that anything is wrong, the conversation moves from asking for a fix to establishing the facts. That is where good evidence and, for significant defects, an independent report earn their keep. Our answer on what to do if the contractor disputes the problem covers this situation.
If the builder won't engage
Where to turn next
Trade associations and schemes. If the builder belongs to a trade association or scheme, check whether it runs a complaints or dispute process. Many do, and some can arrange conciliation or an independent assessment. Our guide to trade accreditation schemes explains how they differ.
Citizens Advice and Trading Standards. The Citizens Advice consumer service gives free advice on disputes with traders and can pass details to Trading Standards. Trading Standards does not usually take on individual disputes, but it acts on patterns of unfair or unlawful trading, so reporting a problem can matter beyond your own case.
Mediation and alternative dispute resolution. An independent person helps you and the builder reach an agreement or, in some schemes, makes a decision. It is usually quicker and cheaper than court, and it is generally voluntary, so the builder has to agree to take part. Our guide to mediation and ADR for building disputes explains the options.
The courts. A court claim is the last step. Lower-value disputes can use a simpler small claims process, and GOV.UK explains how to start a claim. Courts expect you to have tried to settle things first, which is another reason to keep a clear written trail. Our guide to small claims for building work covers what is involved.
This is general information, not legal advice. For advice on your own situation, Citizens Advice is a sensible first stop, and a solicitor can advise on larger or more complex disputes.
It can be tempting to stop paying altogether. Holding back a sum that fairly reflects the problem is different from withholding everything, and the terms of your contract matter. Read our guide to when to withhold payment before you decide, and put your reasons in writing.
Timing
Raise it early
The sooner a problem is raised, the easier it is to show what caused it and the easier it is for the builder to put it right. Legal time limits for claims are measured in years, but a warranty may ask you to report a defect within a set time of noticing it, and evidence fades quickly. Our answer on how long you have to complain covers the detail.
If you use Mortaro
We raise it with your contractor for you
When we coordinate a project, the complaint ladder starts with us. Mortaro appoints a contractor from our network, prepares your quotation and handles communication throughout. The work is carried out by an independent main contractor named in your quotation, and your contract, along with any claim for defective work, is with them.
If something is not right, tell us by phone or email, with photographs if you can. We raise it with your contractor on your behalf, push for a visit and a resolution, and keep you updated rather than leaving you to chase. The warranty is the contractor's, a minimum of 12 months across our network and usually running from completion. We do not guarantee the work ourselves, and contractors who fail to put their work right are removed from our network. Putting things right explains the process, and you can reach us through our contact page.
Straight answers
Questions about complaining to a builder
Should I complain by phone or in writing?
Both, if it helps. Talk first, then put it in writing. The written record is what matters if things go further.
How long should I give a builder to respond?
Long enough to be fair: a couple of weeks is a common starting point for a non-urgent problem, and less for something causing damage. Our answer on how to complain about a builder gives a short version of this guide.
Can I report a builder to Trading Standards?
You can report a trader through the Citizens Advice consumer service, which passes information to Trading Standards. Trading Standards does not normally settle individual disputes, but reports help it spot patterns.
Should I leave a bad review?
An honest, factual account of your experience is reasonable, but it is usually better to give the builder a chance to put things right first. Stick to facts you can support.
Should I use the builder's own complaints procedure?
If the builder has one, following it is sensible and usually the quickest route. It does not affect your legal rights, and if it stalls you can still move on to outside help.
Start here
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