Put It in Writing, Always

A phone call might get you a friendly apology, but it rarely gets a faulty roof fixed or a botched bathroom tiled properly. The moment you sense a job has gone wrong, stop relying on conversations and start creating a paper trail. Send an email or a letter to the trader, and if you hired them through a company, address it to the named contact you dealt with. Keep a copy.

Your first message does not need to be aggressive. It needs to be clear. State who you are, the address where the work was carried out, the date you agreed the job, and the date the work finished or was abandoned. Then describe, in plain terms, what is wrong. "The shower tray flexes and water pools underneath" is far more useful than "the bathroom is a disaster".

If you have only ever communicated by phone or in person, write a short note confirming the conversation: the date you spoke, what was said, and what was promised. This is not about being petty. It is about making sure nobody can later claim the problem was never raised.

Build a Clear Timeline of What Happened

Memory fades, and disputes often drag on for months. Before you write anything formal, sit down and build a simple timeline. Use a notebook, a spreadsheet, or a document on your phone — whatever you will actually keep updated.

• The date you first contacted the trader and how you found them
• The date and amount of any quote or estimate, and whether it was written or verbal
• Every payment you made, with dates, amounts and method
• The date work started and the date it stopped
• Every conversation, visit or missed appointment since
• Any date you were promised a return visit that did not happen

Keep receipts, bank statements, and text messages in one place. If you paid by card or bank transfer, that record is gold dust. In Wales, as elsewhere in the UK, a well-dated chronology is often the difference between a complaint that gets resolved and one that goes in circles.

Photographs and Records That Actually Help

Take photographs before, during and after the work — and take more than you think you need. Wide shots show the room; close-ups show the defect. Include something for scale where it helps, such as a ruler against a gap or a coin next to cracked grout.

If possible, take a short video showing the problem in action: a door that will not close, a leak that appears when the tap runs, a radiator that stays cold. Date-stamped images are more persuasive than undated ones, so check your phone settings.

For anything structural, electrical or gas-related, do not poke around yourself. Ask a qualified professional to look and put their findings in writing. A brief independent report, even a short email, carries real weight. Keep any damaged materials, offcuts or failed parts if you can store them safely.

Say Exactly What You Want to Happen

One of the most common mistakes is complaining without asking for anything specific. A trader cannot resolve an unclear grievance. Be direct about the outcome you are seeking. Usually it will be one of these:

• They return and put the work right at no extra cost
• They pay for another tradesperson to correct the fault
• They refund part or all of what you paid
• They cover the cost of making good any damage caused

Pick the one you actually want and say so. If you would accept a repair, say that. If trust has broken down and you would rather have money back, say that instead and explain why. Mention any quotes you have obtained for remedial work, as this gives your figure a basis.

Stay polite but firm. Avoid insults, threats, or sarcasm. Anything you write could later be read by someone else, so keep the tone professional throughout.

Set a Deadline and Stick to It

Give the trader a fair but finite window to respond. Fourteen days is usually reasonable for a straightforward domestic job; seven days is fine if the problem is urgent, such as water coming through a ceiling. State the deadline clearly: "I would like to hear from you by 5pm on Friday 14 March."

Then, and this is the part people skip, actually wait for it and note what happens. If they respond, great — agree the remedy in writing and confirm the date. If they do not, you now have a documented failure to engage, which strengthens everything that follows.

Escalate Calmly If Nothing Changes

When the deadline passes, it is time to raise the stakes without losing your composure. Write a second letter headed "Formal complaint" and summarise the whole story, including your timeline, your evidence and your requested outcome. Say that you are now considering further action.

In Wales, your local county council's trading standards team can offer advice on your rights, and Citizens Advice Cymru provides free, impartial guidance. If the trader belongs to a trade association or accreditation scheme, that body may have a dispute resolution service. For money owed, the small claims track through the county court is designed to be used without a solicitor, and claims can be started online.

Keep everything in one folder, keep your temper, and keep going. Most reputable traders will resolve a genuine complaint long before it reaches that stage — but only if you have given them a clear, documented chance to do so.