The Consumer Rights Act

If a customer is unhappy with a service you have provided, the Consumer Rights Act 2015 gives them several rights.

If the trader breaches the contract by failing to meet the required standards for the supply of services, the consumer can expect the trader to put things right.

The consumer is entitled by law to the following remedies: repeat performance, and price reduction.

Repeat performance

This remedy is available when the trader fails to exercise reasonable care and skill or when they breach a requirement arising from the information they have given about the service. In such cases, the consumer can request the trader to repeat the service to complete it properly. This work must be done at no cost to the consumer, within a reasonable time and without causing significant inconvenience to the consumer.

The consumer cannot ask for repeat performance if completing  the service to the required standard is not feasible.

Price reduction

A consumer can claim a price reduction if repeat performance is impossible or cannot be completed within a reasonable time or without causing significant inconvenience. The consumer can also claim a price reduction if the service is not completed within a reasonable time or if the trader fails to fulfil obligations based on  information provided about aspects other than the service itself, such as information they have given about their business.

The amount of the price reduction will depend on how serious the breaches were, and it can be anything up to 100% of the price. If the consumer has already paid in full or in part for the service, they may be entitled to some money back.