Letter to complain to a trader about poor quality work

This advice applies to Scotland. See advice for See advice for England, See advice for Northern Ireland, See advice for Wales

Use this template to write a letter to a trader if they've done poor quality building work, decorating or home improvement for you.

It should help the trader understand your point of view and their legal obligation to sort out the problem.

You can send the letter by post or copy the text into an email. If you’d prefer to talk to the trader on the phone or in person you could read it out to them.

Before you use this template, make sure you read our advice on problems with building work, decorating or home improvements.

Sam Hoolin

8 Park Avenue


01632 960001

Giltham Traders

24 Station Road
GT16 3LP

21 May 2024

Reference number: 2015/23

To whom it may concern,

I have discovered the following problem with the work:

The brick paving on the driveway has been installed badly. The cement between slabs has not set or is missing and it is dangerous to drive on.

The Consumer Rights Act 2015 says that reasonable care and skill must be used while working. In my opinion, you did not use reasonable care and skill when you carried out this work and you have broken your contract with me.

I ask that you:

Reset the paving. As a good will gesture I also request a 5% discount on the price of the job for the inconvenience your poor quality of work has caused me as I haven’t been able to use my drive for a long time.

Please contact me as soon as possible, and no later than 5 days from the date on this letter, to agree a date by which this work will be put right.

If I do not hear back from you in the time suggested above, I will consider taking further action and seeking legal advice.

I look forward to hearing from you.

Yours faithfully,

Sam Hoolin

Further help

Contact your local Citizens Advice bureau or Advice Direct Scotland's consumer advice service if you need more help.

Advice Direct Scotland's Consumer Service 

Freephone: 0808 164 6000

Website: www.consumeradvice.scot