What are my obligations if a customer refuses my offer to rectify a heating installation issue and hires another company instead?

Question from Tim, What are my obligations if a customer refuses my offer to rectify a heating installation issue and hires another company instead?

Answer from AI:

In the UK, when a service provider has carried out work that is found to be unsatisfactory, the customer generally has the right to request that the work be corrected or redone. This is based on the Consumer Rights Act 2015, which states that services must be provided with reasonable care and skill. If they are not, the customer has the right to request a repeat performance or a price reduction.

Offer to Rectify

You have already offered to rectify the issues, which is generally the first step in resolving such disputes. However, the customer has refused your offer and has chosen to hire another company to carry out the rectifications.

Customer’s Right to Choose Another Provider

The customer has the right to choose another provider to rectify the issues if they have lost faith in your ability to do so. However, they must act reasonably in doing so. This means they should not choose the most expensive option without good reason.

Responsibility for Additional Costs

Whether you are responsible for the additional costs incurred by the customer in hiring another company depends on several factors. These may include the terms of your contract, the nature of the issues found, and whether the customer acted reasonably in hiring another company.

It is crucial to note that this is a complex area of law and the specifics of your situation could significantly impact the outcome. Therefore, it is highly recommended that you seek legal advice. A legal professional can review your contract and the specifics of your situation to provide personalised advice.

Steps to Take

Here are some general steps you might consider:

1. Review your contract: Check the terms and conditions of your contract to understand your obligations and rights.
2. Communicate with the customer: Try to understand their concerns and negotiate a resolution.
3. Seek legal advice: Consult with a legal professional to understand your legal position and the best course of action.

For more information on the Consumer Rights Act 2015, you can visit the UK Legislation website. For advice on resolving disputes with customers, the Citizens Advice website can be a useful resource.