Apologies for not getting back to you sooner, I experienced some temporary connection issues and could not get back on the site until now. All appears to be resolved now so I can continue dealing with your query.
When a consumer enters into a contract for work and materials, where the main focus is labour and skill, the Consumer Rights Act 2015 says that the work must be carried out with reasonable care and skill (to the same standard as any reasonably competent person in that trade or profession);
If there are problems with the standard of work, or any of the above, they will have certain rights:
1. The trader should either redo the parts of the service which are inadequate or perform the whole service again at no extra cost to them. This must be done within a reasonable time and without causing them significant inconvenience.
2. If redoing the work is impossible or cannot be done within a reasonable time or without causing significant inconvenience, they can claim a price reduction. The price reduction would depend on how severe the issues are and could be as much as the full cost of the work.
3. If the service has been performed so badly that it would be unreasonable to expect the consumer to give the trader a second chance, they may be entitled to claim the cost of remedial work by another trader.
So they should not automatically ask for someone else to do it, especially if it is going to cost more. They should try and allow you to remedy the work if at all possible, however if you refuse to do so then they can get someone else and charge you for these extra costs. Whether they can do this will depend on the standard of the initial work and whether it would be considered to have been below the reasonable standard expected of a professional in your position.
This is your basic legal position. I have more detailed advice for you in terms of the rights you have should the customer decide to take this further, which I wish to discuss so please take a second to leave a positive rating for the service so far (by selecting 3, 4 or 5 stars) and I can continue with that and answer any further questions you may have. Don’t worry, there is no extra cost and leaving a rating will not close the question and we can continue this discussion. Thank you