Even careful businesses receive complaints. How you respond often matters more than the original problem, and a fair resolution can protect your reputation. This guide gives a structured approach for sole traders dealing with customers in the UK, including a reminder of consumers' basic rights for services.
Step by step
Acknowledge the complaint quickly
Reply promptly to say you have received the complaint and will look into it. Thank the customer for telling you and give a date by which you will respond fully. Keep your tone calm and avoid being defensive.
Gather the facts
Look at the quote, agreed terms, photos, messages and any notes from the job. If possible, visit or ask for photos to see the problem yourself. Separate what was agreed from what the customer expected.
Check against consumer rights
Under the Consumer Rights Act 2015, services for consumers must be carried out with reasonable care and skill and match what was agreed. If they are not, the customer can usually ask you to put it right, and if that is not possible, may be entitled to a price reduction. Citizens Advice's business guidance explains the rules in more detail.
Decide on a fair response
If the complaint is justified, offer to fix the problem within a reasonable time and at no extra cost. If it is partly justified, explain what you can do and why. If you believe the work was correct, explain this clearly with evidence.
Put your response in writing
Send a clear written reply summarising the complaint, your findings and what you will do. Include dates for any remedial work. Keep a copy with the job records.
Learn from the complaint
Once resolved, consider whether a change to your quotes, terms or working practices could prevent a similar problem. Note the outcome in your records. If the customer escalates, ask whether an alternative dispute resolution scheme or trade association service is available.
Ready-to-use checklist
- Complaint acknowledged with a response date
- Quote, terms, photos and messages reviewed
- Problem seen in person or by photo
- Consumer rights considered
- Fair response decided
- Written reply sent and saved
- Lessons recorded for future jobs
Practical tips
- Respond to public reviews politely and briefly, and move detailed discussion to a private channel.
- Ask your insurer for guidance if the complaint involves damage or injury.
- Keep photos of every job at completion to help with future queries.
Common problems
The customer is refusing to pay until the complaint is resolved.
Focus on resolving the complaint first. If only part of the work is disputed, you could ask for payment of the undisputed part.
The customer wants a full refund for a minor issue.
Explain what remedy you believe is fair and why, and offer to fix the issue. Put your offer in writing.
The complaint is about something outside the agreed work.
Politely refer to the written quote and offer to quote separately for the additional work.