Hull City Council
You are here: Home > Community and living > Consumer advice and protection > [ Rights when having work done ]
Consumer advice and protection

Consumer rights when having work done

You have rights when you have a problem with work done by someone such as your builder, car repairer or hairdresser.

When you have work done the law provides -

  • it should be carried out with reasonable care and skill - in other words, to the standard ‘in the trade’
  • any materials or goods supplied should be of satisfactory quality. If you are supplied with faulty goods or materials or they develop a fault which is not down to wear and tear, misuse or accidental damage you can complain to the business who supplied them to you
  • any materials or goods supplied should be fit for their purpose - they should do what they were supplied to do
  • any materials or goods supplied should be as described. For example, if you contract and pay for a granite worktop in your kitchen and end up with an MDF one it wouldn’t be as described
  • where no time is agreed for the work to be done it should be completed in a reasonable time
  • if no price has been agreed a reasonable price should be paid

If any of these requirements isn’t met you will have rights against the business.

If there is a problem with work you have had done it could be considered to be reasonable to give the business an opportunity to put things right. However if the situation is such that this is not possible either because he/she refuses to do this or the work was done to such a poor standard initially that it would be unreasonable to give them a further opportunity, you may be entitled to seek compensation.

For further advice or information please contact us.

Guarantees and warranties

Guarantees and warranties may be given by a business or a manufacturer or they can be bought as a means of extra protection or as an insurance in case problems are experienced.

In a consumer transaction any rights you may have under a guarantee or warranty will be in addition to, the rights you are have under Sale of Goods and Supply of Goods and Services legislation. Guarantees and warranties are subject to the terms and conditions on which they are supplied so its important you ask for details of the protection they offer before you decide to buy one, or before you agree to “contract” with a business who is using a free guarantee or warranty to tempt you to buy from them.

For further advice or information please contact us.

How to complain

It is important that any problems are reported as soon as you become aware of them.

If you contact the business by phone -

  • think about what you are going to say - make notes if this will help
  • have your receipt and any other documents handy so you can refer to them if necessary
  • note down the name of the person you are speaking to and also the date, time and brief details of the call
  • follow up the call with a letter or email confirming what has been discussed and agreed
  • if you feel your concerns aren’t being addressed or you need advice about what has been suggested please contact us

If you are contacting the business in person -

  • think about what you are going to say - make notes if this will help
  • have your receipt and any other documents handy so you can refer to them if necessary
  • explain that you have a problem with something you have bought and would like to speak to someone about it. It’s important you keep calm even if you are unhappy with how you feel your complaint is being dealt with
  • if necessary follow up the visit with a letter confirming what has been discussed and agreed
  • if you feel your concerns aren’t being addressed or you need advice about what has been suggested please contact us

If you are complaining in writing -

  • keep the letter brief and to the point
  • say when and where you bought the item, how much you paid and what the problem is
  • give details of any action you've already taken. If you have already spoken to someone, give details of who it was and what happened
  • say what you would like done to sort the problem out – for example repair, refund, replacement or compensation
  • set a reasonable, realistic timescale for the business to get back to you or sort the problem out
  • if you can include a copy of your receipt and a copy any other relevant document. Don’t send originals
  • keep a copy of your letter/email. Send the letter recorded/special delivery so you can check your letter has been received or send the letter with proof of posting from the post office

Contact us

Trading Standards Advice
33 Witham
Hull
HU9 1DB

Tel: If you are a consumer please telephone 08454 04 05 06
Text phone: 01482 300 349
Fax: 01482 615 572
Email: tradingstandardsadvicecentre@hullcc.gov.uk

We are open Monday to Thursday 9am to 5pm, and Friday 9am to 4.30pm. Please note the trading standards office is not open to the public. If you have an enquiry please make this to trading standards by telephone, text phone, email or post.

Go back a pageBack  Go to top of pageTop  Print this pagePrint

Advertisements

The display of third party advertising on this site is not an endorsement or recommendation of any advertiser’s goods or services. The council accepts no responsibility for the accuracy of the advertisements nor the quality of the goods or services supplied.

 
 

Find my nearest...

Please enter your postcode

City of Culture logo
Visit the City of Culture 2017 website (link opens in a new window)

Hull City Council, Guildhall, Alfred Gelder Street, Hull, HU1 2AA

Sign up for council news and updates Subscribe to our RSS feedFind out about our Twitter profilesFind out about our Facebook pagesOur Flickr channelsYouTube channels

All Information © Hull City Council  2017