Consumer Rights Act – Service Compliance Check

Why this matters

The Consumer Rights Act 2015 doesn’t just cover goods — Part 1, Chapter 4 sets out statutory standards for any service supplied to a consumer, from tradespeople and garages to hairdressers, agencies, and consultants. Every such contract automatically includes terms that the service must be performed with reasonable care and skill, that any information given about the trader or the service (verbally, in writing, or in advertising) that the consumer relies on becomes a binding term, and — where not fixed in advance — that the price and timescale must be reasonable. These terms apply regardless of whether a business has a written contract, and they cannot be excluded or watered down by small print.

Where a service falls short, the consumer’s first remedy is the right to require the trader to repeat the performance, at no extra cost and within a reasonable time; if that isn’t possible or isn’t done, the consumer can demand a price reduction — up to and including a full refund for serious failures. Disputes commonly arise over verbal quotes that later balloon, missed timescales, and work that doesn’t match what was promised, and can end up with Trading Standards, negative reviews, or a County Court claim. Businesses that document quotes, timescales, and complaint handling in writing are far better placed to show they met their statutory duties.

What you'll need

• Types of services your business provides directly to consumers (not other businesses)
• Your standard terms of engagement, quotes, or booking confirmations
• How you communicate price and timescales to customers before starting work
• Your process for handling complaints about service quality

What you'll get

A personalised compliance report covering: a score out of 100, an executive summary, a list of findings ranked by severity, and a prioritised action plan with timeframes.