Consumer rights compliance for service providers

If you provide services to members of the public or to consumers, the Consumer Rights Act 2015 automatically applies to every contract you enter into. This includes plumbers, electricians, builders, cleaners, consultants, personal trainers, IT support technicians, photographers, and any other service business dealing with consumers.

Unlike business-to-business contracts, consumer service contracts cannot simply be overridden by your terms and conditions. The Act writes certain standards into every consumer contract automatically, regardless of what your paperwork says.

What these standards mean in practice

Reasonable care and skill

This is the central obligation. You must carry out the service to the standard a competent practitioner in your field would meet. It does not require perfection, but it does require professional competence.

Examples:

• A plumber fitting a new boiler must follow manufacturer instructions and Gas Safe requirements. A leak caused by poor pipework fitting will likely constitute a failure.
• An IT consultant migrating data must take precautions against data loss. Failing to run a pre-migration backup is unlikely to meet the standard.

Information you give becomes part of the contract

Anything you say about yourself or your service before or during the contract is treated as a contractual term if the consumer relied on it.

• Telling a customer you are Gas Safe registered when you are not is a breach of contract.
• Quoting a completion date creates a contractual obligation to hit that date.

Reasonable price and reasonable time

If no price is agreed in advance, the consumer pays only a reasonable price. If no completion date is agreed, you must finish within a reasonable time. Best practice is to provide written quotes before work starts.

Remedies when things go wrong

How to handle a repeat performance request

• Carry out the repeat performance within a reasonable time and without significant inconvenience
• Bear any costs yourself - you cannot charge for remedial work
• Ensure the repeated service actually meets the required standard

If completing the service again is genuinely impossible (for example, a one-off event), the consumer moves directly to price reduction.

Price reduction in practice

Price reduction can range from a modest discount to a full refund. Once agreed, refund it within 14 days using the same payment method. Do not deduct processing fees.

Contract terms you cannot exclude

Under section 57, terms that attempt to do any of the following are automatically unenforceable:

• Exclude the reasonable care and skill obligation
• Limit your liability for failing to meet that standard
• Deny that information you provided forms part of the contract
• Exclude the consumer's right to a reasonable price or reasonable time

Common problem clauses:

• "All work carried out at customer's risk" - cannot exclude care and skill
• "No refunds after work commences" - cannot override price reduction remedy
• "Completion dates are estimates only" - cannot exclude all delay liability
• "We accept no liability for damage" - blanket exclusions are unenforceable

Common disputes and how to avoid them

• Unclear scope of work: Provide written confirmation of what the service includes and excludes before starting.
• Verbal assurances not recorded: Follow up verbal promises with a written summary.
• No agreed price or timescale: Confirm both in writing before work starts.
• Poor complaint handling: Acknowledge issues promptly, investigate properly, and communicate your resolution.