Customer protection

When you agree to provide a service to a customer you enter a legally binding contract under which the customer has certain legal rights.

The customer is entitled to the service defined in the contract you make with them. If you tell them you'll be using certain materials you must use them. If you say you'll have the work completed by a certain date, you must do so.

Under the Consumer Rights Act you must also:

• carry out the work with reasonable skill and care
• provide the service within a 'reasonable' amount of time and at a 'reasonable' price, if your contract with the customer doesn't specify exact dates or prices

There's no set definition of reasonable - but you can work on the assumption that it applies to how another supplier might carry out the service, how quickly and for what price.

Information you must provide

Almost all service providers are required to provide certain information to the recipients of their services.

If requested, there is further information you may be required to provide. You must also ensure that you do not discriminate on the grounds of nationality or location unless it can be justified by objective criteria. 

See providing consumers with contract information.