They said this… · Services & contracts

“We never guaranteed the result, so you cannot complain about the service”

Generally incorrect

A trader may still have a statutory duty to perform a paid service with reasonable care and skill even where no particular result was guaranteed.

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Why this answer

What actually matters

  • The question is not only whether a result was promised, but whether the service was performed competently.
  • Pre-contract statements and specifications can also become contractually relevant.
  • Evidence of poor workmanship or departure from agreed scope matters.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Quote, order, specification or scope of work
  • Messages and call notes showing what was promised
  • Photos, reports or other evidence of defective performance
  • Terms relied on by the trader and when they were supplied

If they still refuse

Move the dispute forward.

  1. Define the contractual promise or statutory service standard that you say was not met.
  2. Ask for the remedy that follows from that problem rather than simply demanding compensation.
  3. Use formal complaint, ADR or court routes according to the sector and amount involved.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.ServicesRead the full guide.Proving an agreementRead the full guide.Breach of contractRead the full guide.