What should I say to a trader who hasn't finished the work?

Tell them clearly that under the Consumer Rights Act 2015, reasonable care and skill must be used, and that in your view the service hasn't been completed as agreed. State what you want — for them to finish the work, or a partial refund — and put it in writing so you have a record.

How much of the invoice can I withhold for unfinished work?

There's no fixed formula. A reasonable approach is to suggest a figure that reflects what's actually missing or substandard, explain your reasoning, and negotiate from there. If they've done very little, you may not owe much at all; if only a small part is unfinished, a smaller deduction is more defensible.

Home Renovations & Services · UK

Can I refuse to pay the final invoice if the work is unfinished?

Q: Can I refuse to pay the final invoice if the work is unfinished?

You don't have to pay in full for work that hasn't been completed, and you're not obligated to pay for a service that wasn't carried out with reasonable care and skill under the Consumer Rights Act 2015. However, outright refusing to pay anything is risky if some work genuinely was done properly — the safer route is withholding a specific, reasonable amount tied to what's missing or substandard, and explaining your reasoning in writing.

You don't owe for what wasn't done — but a targeted deduction is safer than refusing to pay anything at all.

Kibbo Consumer Desk · Updated September 2026 · 6 min read

You're not obliged to pay in full for work that hasn't been completed. Under the Consumer Rights Act 2015, a trader must carry out services with reasonable care and skill, and if they haven't done what was agreed, that's a breach of contract you can act on. That said, refusing to pay anything at all is a stronger move than the law usually supports if some of the work genuinely was done properly — a targeted deduction reflecting what's actually missing or substandard is the more defensible approach.

What you're entitled to, depending on the situation

Situation	What you can do
Work is unfinished but what's been done is good quality	Ask them to complete it; pay for what's genuinely finished, withhold the rest
Work done so far is poor quality (not "reasonable care and skill")	Ask for it to be fixed for free, or a price reduction if they can't/won't fix it
They've done very little or nothing	You might not owe anything — but check what you've already paid, including any deposit
You already paid a deposit that seems too high for work actually done	Suggest a figure and ask for the difference to be refunded

What to actually say

Put your position in writing rather than only saying it verbally. A workable script: "The Consumer Rights Act 2015 says that reasonable care and skill must be used while working, and that services must be carried out in a reasonable time. In my opinion, the work hasn't been completed / hasn't been carried out with reasonable care and skill. I want you to finish the work / fix the problem, or agree a reduced payment that reflects what hasn't been done."

Why refusing to pay anything can backfire

If part of the job genuinely was completed to a good standard, refusing all payment puts you in breach of contract for that portion, giving the trader a legitimate claim against you.
A specific, reasoned deduction ("I'll pay X, reflecting the Y that's still outstanding") is much easier to defend than a blanket refusal if the dispute escalates.
The law doesn't define exactly what's "reasonable" here — you and the trader will likely need to agree a figure between you, so starting from a defensible, itemised position gives you more leverage.

What to do step by step

Document exactly what's unfinished or substandard — photos, a written list, dates.
Tell the trader in writing, citing the Consumer Rights Act 2015, and ask them to either finish the work or agree a reduced payment.
Suggest a specific figure for what you're willing to pay, based on what's genuinely been completed to standard.
Give them a reasonable amount of time to respond and fix things, without excessive inconvenience to you.
If they can't or won't resolve it, negotiate a partial or full refund for what's outstanding; if that fails, small claims court handles amounts up to £10,000 in England and Wales (£3,000 in Scotland and Northern Ireland).

Official sources

Take action with Kibbo

Being invoiced in full for unfinished work?

Use Kibbo's Home Renovations & Services tools to work out a fair deduction and draft your response.

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