Your legal starting point
In the UK, every service you pay for is covered by the Consumer Rights Act 2015. It says a service must be carried out with reasonable care and skill, within a reasonable time, and for a reasonable price where one wasn’t agreed up front. An unfinished job breaches the “reasonable time” and “as described” expectations — which gives you concrete remedies.
Your two core remedies are: (1) repeat performance — the trader must come back and finish, at no extra cost; and (2) if that’s impossible, refused, or fails, a price reduction that can be up to the full amount you paid.
Step 1 — Document everything before you do anything else
- 1Take dated photos and video of the unfinished work from multiple angles.
- 2Write down what was agreed: the original quote, any messages, the scope description.
- 3Note the date and time the trader last attended and what was left undone.
- 4Keep all receipts, invoices, and proof of any payments made.
Evidence is everything. Whether you end up using a chargeback, a service guarantee, or the small claims court, the side with clear contemporaneous records almost always prevails.
Step 2 — Put it in writing and give a deadline
Contact the trader in writing — email or text, not just a phone call — stating that the work is incomplete, referencing the agreed scope, and giving a reasonable deadline (often 7–14 days) to return and finish. Writing creates a paper trail and starts the clock on your remedies.
Do not pay the final balance for work that has not been done. Paying in full and then asking for money back is much harder than withholding payment for undelivered work in the first place.
Step 3 — Escalate if they refuse
- Card chargeback: if you paid by credit or debit card, your bank may reverse the payment for services not provided — usually within 120 days.
- Section 75: for purchases over £100 paid by credit card, the card issuer is jointly liable with the trader.
- Platform service guarantee: if you booked through a platform, raise a claim through its guarantee process — often the fastest route.
- Trade body or ombudsman: if the trader belongs to a scheme (e.g. TrustMark, Gas Safe), complain to it.
- Small claims court: for amounts up to £10,000 in England and Wales, the online money claim service is straightforward and low-cost.
Why booking through a guaranteed platform changes the maths
The reason an unfinished job is so stressful is the enforcement gap: you have rights, but chasing a reluctant trader through letters and courts costs weeks. A platform service guarantee closes that gap. When you book through Gera platforms with a verified provider, the booking carries a signed action receipt and an Action Warranty, so an “incomplete work” claim is reviewed within 24 hours and resolved with a replacement provider or capped refund — no letters, no court.
That is the practical difference between having rights and being able to use them quickly.