Thank you very much for clarifying. When a consumer enters into a contract for services, the Consumer Rights Act 2015 says that such services must be:
- Carried out with reasonable care and skill (to the same standard as any reasonably competent person in that trade or profession)
- Finished within a reasonable time (unless a specific time frame has been agreed)
In addition, any information exchanged in communications between the parties, whether written or verbal, is binding if the consumer relies on it to proceed with the services in question. If there are problems and the trader cannot satisfy the above criteria, which are legally expected of them, the consumer will have certain rights
In the event of substandard work, the trader should either redo the parts of the work which are inadequate or perform the whole service again at no extra cost to the customer. This must be done within a reasonable time and without causing significant inconvenience. If this is not possible, the consumer can claim a price reduction, based on the severity of the issues. That is something which should be negotiated between the two parties. However, if the trader refuses to resolve the issues, the consumer can consider getting someone else to do this and either deduct these costs from the balance that is still owed to the original trader, or pursue them for any extra costs that have been incurred as a result.
The issue now is with payment – they want payment before they proceed, you do not want to pay before it is fixed. You can easily end up in a stand-off without any progress being made. You cannot force them to do the work and as mentioned you may then have to look at ayin someone to finish it for you and keep the balance or pursue the company for the extras still due.
On he other hand, if you were to pay them now you may find that the work suddenly starts to move along and this is resolved without undue delays. It is important to remember that you still retain the above consumer rights once you have paid them so even if they do not resolve the issues, you can still pursue them further if needed, eve if you have paid them in full already.
Hopefully, I have answered your query in a way that is simple and easy to understand. If anything remains unclear, I will be more than happy to clarify it for you. In the meantime, thank you once again for using our services.