Remedial Action/Complaints

By using a TrustMark-registered builder, in the unlikely event of a dispute, you would have access to professional support and advice.  Because of its links with Consumer Direct, Trading Standards agencies and TrustMark are able to provide clear, practical advice about your rights at all stages of the project.

If however, you experience problems and have chosen not to use TrustMark because the work falls outside of their remit, first talk to your builder and give them a chance to put any problems right. 

If this fails, write to the head office of the company if possible.  Be clear on exactly what the problem is, what you want done and any deadlines.

If the problem is serious it may be worth getting an expert opinion from a trade professional.  This is likely to cost you more but may be useful later on if you need to take legal action.

If you are paying for the work in stages it may be possible to delay or withhold payment until the problem is resolved.  Check your contract carefully before you do this to ensure that you are not breaking your part of the agreement.

If the builder belongs to a Trade Association/Professional Body they may have a complaints scheme.  If you are unable to resolve the complaint in a satisfactory fashion, you should contact the appropriate body for guidance.

Contact your local Trading Standards office or Citizens’ Advice Bureau for further advice if you are considering taking legal action against a builder.