Citizens Advice Wigan Borough: how to address poor workmanship and get a refund

I hired a company to install concrete fencing and a gate in my back garden. The quality of the work is poor, some wooden panels are loose and the gate doesn’t shut properly. I paid before I inspected the work. What can I do? 

When you put your trust in a trader and they don’t meet your expectations it can be really frustrating. 

When there’s a problem caused by a trader, you should be able to get it fixed or get some money back.

Evidence is important. You should take photos and make notes about what happened and when, including times and dates, and keep hold of receipts or other proof of payment. 

In your situation, it’s important to note if a trader hasn’t done a good job with “reasonable care and skill”, the Consumer Rights Act 2015 entitles you to ask for the problem to be fixed or for a refund. 

This is something you can mention when you take the problem up with the trader and cite your evidence.

They should fix the problem within a reasonable amount of time, without causing you too much inconvenience.

The law doesn’t say what counts as reasonable, so you’ll have to agree on it with them. 

If they can’t or won’t fix the problem, you can ask for a partial or full refund, depending on how bad the problem is.

You’ll have to come to an agreement about how much you should get.

It’s a good idea to start by suggesting a figure and explaining why you think it’s reasonable, then take it from there.

Once you’ve agreed on the amount with the trader the law says you should get your refund within 14 days. 

If you can’t come to an agreement, or they refuse to fix the problem or give you a refund, there are other steps you can take, including complaining to your card provider if you paid by card. 

You can check if the trader is a member of a trade association or quality scheme, such as Wigan Council’s Good Trader Scheme.

If they are, they might have to follow certain rules, and if they’ve broken them you could get help to take your complaint further. 

Many traders also belong to an Alternative Dispute Resolution (ADR) scheme, which offers a formal way of solving disagreements without having to go to court.

If the trader isn’t part of an ADR scheme, and you’ve already complained to your card provider and the complaint isn't resolved, you may be able to complain to the Financial Ombudsman Service. 

Anyone experiencing issues with home improvements, garden works or local traders can contact the Citizens Advice Consumer Service on their free helpline at 0808 223 1133 to speak with a trained adviser.

They can provide tailored guidance and, where needed, pass details of rogue traders directly to Wigan Council Trading Standards.

Alternatively, you can reach out directly to Citizens Advice Wigan Borough to speak to an adviser or look at the website for information on a variety of issues.