Cowboy Builder? How to Get Your Money Back

Hired a builder who's done shoddy work, disappeared with your money, or is demanding payment for terrible results? You're not alone. Here's how to fight back against cowboy builders and get your money back.

Your Legal Rights

Under the Consumer Rights Act 2015, any service you pay for must be:

• Provided with reasonable care and skill
• Completed within a reasonable time (if not agreed)
• Charged at a reasonable price (if not fixed)

Building work that's poor quality, unfinished, or not what you agreed breaches these requirements.

Step-by-Step: Dealing with Bad Building Work

Step 1: Document Everything

Before confronting the builder:

• Photograph all defects from multiple angles
• Keep all paperwork (quotes, contracts, invoices, receipts)
• Save all messages (texts, emails, WhatsApp)
• List specific issues in detail
• Get expert opinions if the work is technical

Step 2: Stop Paying (If Appropriate)

If work is incomplete or defective:

• You can withhold payment for defective work
• Pay for work that's properly completed
• Don't pay the final invoice until issues are resolved

Warning: Make sure your withholding is proportionate. Withholding £10,000 for a £200 fix won't look reasonable to a court.

Step 3: Communicate in Writing

Send a formal letter or email:

• List specific defects
• Give a reasonable deadline to fix (14-28 days)
• State you'll withhold payment until resolved
• Warn you'll seek independent quotes if they don't respond

Keep copies of everything you send.

Step 4: Get Independent Quotes

If they won't fix the work, get quotes from other builders for:

• Completing the work
• Fixing defects
• Making it safe

These quotes establish the cost of remediation.

Step 5: Formal Complaint

If they're in a trade association, complain to:

• Federation of Master Builders
• Guild of Master Craftsmen
• TrustMark scheme
• NICEIC (electricians)
• Gas Safe Register (gas work)

Trade associations can investigate members and may help resolve disputes.

Step 6: Trading Standards

Report to Trading Standards via Citizens Advice if:

• They've been fraudulent
• They're trading under false pretences
• Safety issues exist
• They're operating without required certifications

Trading Standards can investigate and take action against rogue traders.

Getting Your Money Back

Credit Card Section 75

If you paid any amount by credit card and the total work cost £100-£30,000, your card company is equally liable. You can claim from them if the builder won't refund.

Chargeback

For debit card payments or credit card payments under £100, request a chargeback within 120 days of the problem arising.

Small Claims Court

For disputes up to £10,000:

• Send a "Letter Before Action" giving 14 days to respond
• File online at moneyclaim.gov.uk
• Court fees start at £35 for small claims
• No lawyer needed - designed for DIY
• Win rate for well-documented claims is good

Larger Claims

Claims over £10,000 go through a more formal court process. Consider legal advice for these.

Warning Signs of Cowboy Builders

Before You Hire

• No written quote - Everything verbal
• Cash only - "No VAT if you pay cash"
• No contract - Refuses to put terms in writing
• No address - Can't verify their business premises
• High pressure - "Sign today for a discount"
• Huge deposit - Wants most of the money upfront
• No references - Can't provide previous customers

During the Work

• Disappearing - Starts work then vanishes
• Constant extra charges - "We need another £500 for X"
• Substandard materials - Using cheap products
• Ignoring spec - Building something different from agreed
• No safety measures - Dangerous working practices
• Cash demands - Won't accept card or bank transfer

Protecting Yourself in Future

Before Hiring

• Get three written quotes
• Check reviews and references
• Verify trade association membership
• Ask for insurance certificates
• Check Companies House for limited companies
• Get a detailed written contract

The Contract Should Include

• Full scope of work
• Materials to be used
• Start and completion dates
• Payment schedule (never 100% upfront)
• Defects liability period
• Process for variations

Payment Structure

A reasonable structure:

• 10-20% deposit maximum
• Stage payments as work progresses
• 5-10% retention until defects fixed
• Final payment only when satisfied

What If They Threaten You?

Some rogue traders use intimidation. If threatened:

• Don't pay under duress - Any contract signed under threat can be voided
• Report to police if you feel unsafe
• Document threats (save messages, record if legal in your jurisdiction)
• Inform Trading Standards

Courts take a very dim view of builders who intimidate customers.

Dealing with Damage

If the builder has damaged your property:

• Photograph everything
• Get repair quotes
• Claim through your home insurance if needed (you can recover excess from the builder later)
• Add damage costs to any court claim

Take Action

Don't let cowboys get away with it. Document everything, exhaust the complaint routes, and use small claims court if needed. Our complaint letter generator can help you create a formal demand to get your money back.