Last checked October 2026 · by the PaySorted team
1. Find out exactly what's disputed
Ask the customer, in writing, which part they're unhappy with and why. "The finish on the skirting" is something you can fix. "It cost too much" needs you to look back at what you quoted. Pause any automatic reminders while you talk — chasing someone mid-dispute makes it worse.
2. Check it against what was agreed
Pull together the quote or estimate, their acceptance, any texts or emails agreeing changes, and dated photos. If you gave a fixed quote, the price is the price. If you gave an estimate, the bill has to be reasonable.
3. Get the undisputed part paid
If they're only unhappy with part of the job, ask them to pay the rest now. Send a revised invoice for the undisputed amount and keep the disputed part separate. Money in the bank changes the tone of the whole conversation.
For commercial and subcontract work, the payment and pay-less notice rules decide what's due — if the payer didn't send a valid pay-less notice in time, they generally have to pay the amount notified.
4. Offer to put it right
If there's a genuine problem with the work, the Consumer Rights Act gives a householder the right to ask you to redo it within a reasonable time, at your cost. Only if that's impossible or doesn't happen can they ask for a price reduction. So offering to come back and fix it is both the law and your best defence.
5. If you still can't agree
- Put your final position in writing, with the amount and a date to pay.
- Suggest mediation. If you belong to a trade body, it may run a dispute scheme.
- Send a letter before action — for individuals and sole traders, give them 30 days under the pre-action rules.
- Make a small claim for up to £10,000. Most small claims go to free court mediation first.
For business customers, you can add statutory interest on the undisputed amount once it's overdue.
Stop disputes before they start
- Write down what's included and excluded on every quote.
- Get changes agreed in writing, with a price, before you do them.
- Take before-and-after photos.
- Invoice promptly while the job's fresh in everyone's mind.
In PaySorted, if a customer replies to a reminder, chasing on that invoice pauses automatically and you're asked whether to switch it back on — so you never send a "friendly reminder" in the middle of an argument.
General information on the law in England and Wales (checked October 2026), not legal advice.
Common questions
Can a customer refuse to pay the whole invoice over one problem?
They may withhold a fair amount for a genuine problem, but it's reasonable to ask them to pay the undisputed part. For consumers, the remedy is usually that you put the problem right first.
Should I keep sending reminders during a dispute?
No. Pause reminders while you resolve it, and only chase the undisputed amount.
How long should I give before going to court?
For individuals and sole traders, the Pre-Action Protocol for Debt Claims gives them 30 days to reply to a letter of claim.
Do I have to offer to fix the work?
For householders, the Consumer Rights Act lets them ask you to redo work that wasn't done with reasonable care and skill, at your cost and within a reasonable time.