TL;DR: Too long, Didn’t read
The Law: The Consumer Rights Act 2015 covers “Services” (hairdressers, mechanics, builders, dry cleaners).
The Golden Rule: All services must be performed with “Reasonable Care and Skill.” If they aren’t, they are in breach of contract.
The Fix: You must give them one chance to fix the mistake. If they can’t (or refuse), you can claim a refund or discount.
Don’t Pay Yet: If the job is clearly bad, you have the right to withhold payment until it is resolved.
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We focus a lot on faulty products (like broken TVs). But what happens when the service is faulty?
The mechanic charges you £300 but the car still rattles.
The hairdresser turns your blonde hair green.
The builder leaves the bathroom half-finished.
You can’t “return” a bad haircut. So what can you do? The law is surprisingly powerful here. You don’t just have to “put up with it.”
The Law: “Reasonable Care and Skill”
Under the Consumer Rights Act 2015, any service you pay for must meet three criteria:
Reasonable Care and Skill: They must do the job to the standard of a competent professional.
As Described: They must do what they said they would.
In a Reasonable Time: If no date was agreed, they can’t take 6 months to fix a tap.
If they fail any of these, they have broken the law.
Step 1: The “Repeat Performance”
Before you demand money back, the law says you must give them a chance to fix it (called a “Repeat Performance”).
The Mechanic: Must look at the car again for free.
The Builder: Must come back and fix the tiling.
The Catch: They must do this within a “reasonable time” and without causing you significant inconvenience.
Step 2: The Price Reduction
If they can’t fix it (e.g., your hair is already cut too short) or they refuse to fix it: You are entitled to a Price Reduction.
This can be anything up to 100% of the cost, depending on how bad the issue is.
If you have already paid, they must refund you within 14 days.
Can I Withhold Payment?
This is a risky tactic, but effective. If the job is clearly substandard (e.g., the new roof is leaking), you can legally withhold a reasonable amount of the bill to cover the cost of fixing it.
Warning: Write to them immediately explaining why you are not paying. Do not just ghost them, or they could send debt collectors.
A Quick Story: Meet Sarah
The Disaster: Sarah hired a carpet cleaner for £100. He used the wrong chemical and left a giant bleached stain on her rug.
The Excuse: The cleaner said: “It was a delicate rug, not my fault.”
The Law: Sarah argued he failed to use “Reasonable Care and Skill” by not testing the chemical first.
The Win: Not only did she get a £100 refund, but she also claimed the cost of replacing the ruined rug (Consequential Loss).
Summary: Know Your Worth
You paid for a professional service. If you got an amateur job, don’t pay a professional price.
Complain instantly (take photos).
Ask them to fix it.
Demand a discount if they fail.
Frequently Asked Questions
Can I claim for stress?
Generally, no. In the UK, you can claim for financial loss (e.g., the cost of fixing the mistake) and “loss of enjoyment” (for a ruined holiday), but claiming purely for the stress of a bad haircut is very difficult in Small Claims Court.
Does this apply to private sellers?
No. The Consumer Rights Act only applies when you pay a Business (a “Trader”). If you pay your mate Dave £20 to fix your car and he messes it up, this law doesn’t cover you.
What if I just don’t like the result?
The law covers “faults,” not “taste.” If the hairdresser cut your hair perfectly but you just decided you hate the fringe, you have no legal right to a refund. It must be a failure of “care and skill” (e.g., it is uneven or burnt).
(Sources: Citizens Advice – Problems with a Service, Which? – Poor Service Rights)
This guide is for information purposes only. Always get quotes in writing before work starts.