What to Do When a Customer Complains

Listen first

Let them say all of it before you reply. Do not defend yourself or explain in the first five minutes. Ask them to send photos if they can. Write down what they say, with the date.

Go and look

Arrange to see it in person as soon as you can, in daylight, with your photos of the original work. Most complaints are a mix of a real problem, a misunderstanding and a gap in what was agreed. You will not know which until you have seen it.

Put it right if it is your fault

If the work is not up to standard, fix it promptly and at your cost. It is almost always cheaper than a dispute. Agree a date, do it, and get the customer to confirm in a message that they are happy.

If it is not your fault, say so politely

Explain what you found, show the evidence and offer a fair way forward, such as a quote to put right something outside your work. Keep it factual and put it in writing. Do not argue by text message at night.

Where you stand legally

• Reasonable care and skillThe Consumer Rights Act 2015 says your service has to meet this standard.
• Repeat performanceIf the service does not meet it, the customer can ask you to put it right at no extra cost, within a reasonable time and without major inconvenience.
• Price reductionIf you cannot put it right, or do not do it in a reasonable time, they can ask for a reduction in price.

If it escalates

If a customer threatens a claim, withholds payment or posts accusations online, stop negotiating by message and get advice. Check whether you have public liability insurance and tell your insurer early, since some policies need you to report a possible claim promptly. Trade bodies such as Gas Safe, NICEIC or TrustMark may also have complaints routes that apply.

Do not forget the money

A complaint does not automatically cancel what is owed. If the job was done and the dispute is about one small part, you can discuss what is a fair amount to hold back. Keep it in writing and keep chasing the part that is not in dispute.