Letter Before Action — Faulty Service: Free Template and What to Include

If you need to demand for compensation before claiming for poor workmanship or service, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong letter before action — faulty service should include.

What this letter needs to cover

• Describe the work contracted for and the specific defects or failures
• Ask for the work to be done again properly, or for a price reduction if that is impossible or has already failed
• Reference the Consumer Rights Act 2015
• Give 14 days to respond with a proposal
• State intention to issue small claims court proceedings if no satisfactory response received

Claiming compensation for poor workmanship or service

Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill — if a trader's work falls below this standard, you can ask for it to be done again properly, or in some cases for a price reduction, and a clear letter before action sets this out formally.

What to include before you send it

• Details of the service provided and what went wrong
• Why you believe this falls below the standard of reasonable care and skill
• Any evidence — photos, other tradespeople's assessments, or correspondence
• The remedy you're seeking, and a final deadline

Giving the trader a chance to fix it first — usually the right approach

Where practical, giving the trader a genuine opportunity to correct the work first, before demanding compensation instead, is often the stronger legal position and increases the chance of resolving things without needing court action at all.

Frequently Asked Questions

What if I've already paid a professional to fix the trader's poor work?
Under the Consumer Rights Act you can usually ask the trader to redo the work first. If that is impossible, or it isn't done properly within a reasonable time, you can ask for a price reduction, which can be the full price. Whether you can also claim what you paid someone else depends on your case, so get advice before you pay for a fix.

How do I prove the work was actually substandard?
An independent assessment or quote from another qualified tradesperson describing the defects is strong, credible evidence to support your claim.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Name of Business]
[Business Address]
[Business Postcode]
[Date]

Dear [Name / Director],

Subject: Letter before action – poor work carried out on [Date]

You carried out [type of work, e.g. bathroom tiling] at [address] on [Date]. I paid £[amount].

The work was not done with reasonable care and skill: [describe the problems, e.g. the tiles are uneven and the grout is cracking]. Photos are enclosed.

Under the Consumer Rights Act 2015, a trader must carry out a service with reasonable care and skill. I have given you the chance to fix this, but the problems remain.

[Choose:]
[Please do the work again properly, at no cost to me.]
[Putting it right has already failed (or is not possible), so I want a price reduction of £[amount].]

Please reply with your proposal within 14 days of this letter. If I do not get a satisfactory reply, I will start a small claim [England and Wales: in the County Court, claiming court fees and interest / Scotland: by simple procedure in the sheriff court / Northern Ireland: in the small claims court].

Yours sincerely,

[Your Signature]
[Your Printed Name]