A builder has not finished the work: your options in England and Wales

If a builder has left a job unfinished or done it badly, you are not limited to waiting and hoping. Where you hired the builder as a consumer, the Consumer Rights Act 2015 sets out remedies, and a sensible order of steps protects your position if the dispute does reach court. This guide covers England and Wales, with provisions and figures checked on 11 October 2026.

Your rights under the Consumer Rights Act 2015

Section 49 of the Act says every contract to supply a service is treated as including a term that the trader must perform the service with reasonable care and skill. Section 57 says a contract term is not binding on you to the extent that it would exclude that liability.

If the work falls short, section 54 lists your rights:

• Repeat performance. Under section 55 you can require the trader to do the work again, to the extent needed to complete it in line with the contract. They must do it within a reasonable time and without significant inconvenience to you, and bear any necessary costs, including labour and materials.
• Price reduction. Under section 56 you can require a reduction in price by an appropriate amount, which may be the full price where appropriate. A refund must be given without undue delay and in any event within 14 days of the trader agreeing you are entitled to it.
• Late completion. Section 54(5) gives a right to a price reduction if the trader breaches the requirement to perform within a reasonable time. In plain terms, delay can be a breach even when the finished work is good.
• Other remedies. Section 54(6) says these rights do not prevent you from seeking other remedies for the breach, though you cannot recover twice for the same loss. In plain terms, you may be able to claim for losses as well, such as the cost of putting the work right.

Time limits matter too. Under section 5 of the Limitation Act 1980, an action founded on simple contract in England and Wales cannot be brought after six years from the date the cause of action accrued. Evidence is far easier to gather early, so do not leave it that long.

You can only ask for a price reduction instead of repeat performance in limited cases, such as where repeat performance is impossible or the trader has failed to do it within a reasonable time. These rules protect consumers. If the contract was made through a company or for business premises, ask a solicitor which rules apply.

Steps before any legal action

1. Collect the paperwork. Gather the quote, contract, invoices, proof of payments, messages and dated photographs of the work as it stands. Keep records before anyone else starts work, so the evidence is not lost.
2. Write a clear letter of complaint. The court's Practice Direction on Pre-Action Conduct describes the normal first step: a letter with concise details of the claim, the basis for it, a summary of the facts, what you want and, if money, how the amount is calculated. It expects a reply within 14 days in a straightforward case and no more than three months in a very complex one.
3. Check your payment terms before withholding any money. Contracts often tie payments to stages. Holding back the wrong amount can put you in breach yourself, so get advice first.
4. Get a second opinion in writing. An independent quote to complete or correct the work shows what putting it right would cost. MyLocalBuilders.uk, another directory in our network, lets you find builders by area and ask for a written quote. Agree with your solicitor or adviser before another builder starts, in case it affects your dispute with the first.
5. Ask about building regulations. GOV.UK says the building control body could make you pay to fix faulty work, and that without approval you will not have the certificates of compliance you may need when you sell. Ask your builder for the approval or completion paperwork for work that needed it. Missing certificates tend to surface when you sell, which our conveyancing cost guide touches on.
6. Use free consumer advice. GOV.UK's consumer rights page lists building work among the problems you can get help with, and names Citizens Advice for England and Wales, Advice Direct Scotland and Consumerline in Northern Ireland. They can refer complaints to Trading Standards.

Mediation and court

The Practice Direction says litigation should be a last resort. Parties should consider whether negotiation or another form of alternative dispute resolution, such as mediation, could settle the dispute. It warns that a party's silence in response to an invitation to take part, or an unreasonable refusal, might lead the court to order that party to pay additional costs.

GOV.UK's guide to making a court claim for money says you can apply to a county court for money you are owed, and that mediation could be quicker and cheaper. The court fee depends on the amount you claim:

More fees may follow, for example for a hearing. You may be able to claim the fees back if you win. GOV.UK says the process is different in Scotland and Northern Ireland, and that you may need legal advice if your claim is complex.

When to speak to a solicitor

Consider legal advice if the sums are large, if the contract has terms about ending it or about retention, if you have already paid most of the price, or if you are unsure whether you can end the contract without breaching it. Useful questions for a first call:

• What are my remedies on these facts, and which is most realistic?
• Should I end the contract, or give the builder a final chance to complete?
• What will you charge for a letter before claim, and for each stage after that?
• How does the likely cost compare with the court fee and the amount at stake?

The SRA's transparency rules do not cover building disputes, so firms are not required to publish prices for them. The SRA's advice for the public says to contact firms directly for other areas of law. Ask for the scope and costs in writing, and check the firm on the Solicitors Register. You can browse firms by city or see the areas of law we list.

Questions people ask

Can I get back what I paid?

Possibly. Section 56 allows a price reduction that can be the full price where appropriate, with a refund within 14 days of the trader agreeing you are entitled to it. If the trader disagrees, you may need a court claim.

Does the Consumer Rights Act apply in Scotland and Northern Ireland?

The Act extends across the UK, but the court route differs. GOV.UK points to separate processes for a court claim in Scotland and Northern Ireland, so speak to a solicitor there about procedure.

Should I stop paying the builder?

Check the payment terms and take advice first. Holding back money without a clear basis can put you in breach of the contract.