If a contractor refuses to return and sort snagging items, it’s frustrating—but you’re not powerless. The key is to move from informal chasing to a structured, evidence-led process that (a) gives them a fair opportunity to put things right and (b) protects your position if you need to escalate.
Below is a practical step-by-step approach that works in most UK domestic building situations.
1) Check what you’re calling “snags” (defect vs change vs wear-and-tear)
Before escalating, be clear that the items are genuinely the contractor’s responsibility:
Defects / incomplete work (strong position)
- leaks, poor sealing, faulty drainage
- items not completed as per quote/specification
- poor workmanship (uneven tiling, loose fittings, doors not latching due to poor fitting)
- unsafe items (loose handrails, defective locks, trip hazards caused by poor finishing)
Changes you now want (weaker position)
- different finish, alternative layout, extra items not in the original scope
Damage after completion (often disputed)
- scuffs/scratches from moving in, other trades, or general use
If it’s a true defect or incomplete work, you’re on much firmer ground.
2) Get your evidence in order (this is what stops arguments)
A refusal often happens because snags are raised informally and vaguely. Tighten it up:
- create a snagging list with item numbers
- include exact location (room + wall/area)
- describe the issue clearly (what’s wrong + what “good” looks like)
- add photos/videos (date-stamped if possible)
- include any contract docs: quote, scope, drawings, messages agreeing the finish, invoices, payment record
This turns “complaint” into “case”.
3) Put the request in writing and give a clear deadline
Send a calm, factual email (or letter) that:
- attaches your snagging list and photos
- states the work appears defective and/or incomplete
- asks them to propose dates to inspect and rectify
- gives a reasonable deadline to respond (often 7–14 days for non-urgent issues)
Ask for a written reply confirming:
- which items they accept
- what they will do
- when they will do it
Tip: Keep tone professional. Emotional messages usually slow things down.
4) Offer a reasonable opportunity to remedy (don’t skip this step)
If you jump straight to another contractor, you can weaken your position unless the issue is urgent. The fair approach is:
- invite them to inspect
- agree access and a sensible schedule
- confirm arrangements in writing afterwards
If they ignore you or refuse entirely, your written record shows you acted reasonably.
5) If they still refuse: escalate in a structured way
A) Send a “formal notice to remedy”
This is a stronger version of your email/letter. It should:
- refer to the original contract/quote and agreed scope
- list the defects with references (item numbers/photos)
- confirm you are giving a final opportunity to rectify
- set a firm deadline for response and completion plan
- state what you’ll do next if they don’t engage (e.g., independent inspection, obtaining quotes, instructing others and seeking recovery of reasonable costs)
B) Commission an independent report (often a game-changer)
For stubborn contractors, an independent inspection can be very effective because it:
- confirms whether items are genuine defects
- describes required remedial works clearly
- provides a credible basis for costings
Depending on the work, that might be:
- a chartered building surveyor inspection
- a specialist report (roofer, plumber, electrician, damp specialist)
C) Get remedial quotes (so you can quantify the problem)
Obtain 2–3 quotes that:
- clearly describe the defect being remedied
- specify what’s included (access, making good, redecorations)
- provide a price and timescale
This is essential if you later seek reimbursement or negotiate a settlement.
6) Use the leverage you may already have (if applicable)
If you haven’t paid the final balance
You may be able to withhold a proportionate amount (or agree retention) until defects are rectified—but do it carefully:
- explain what you’re withholding and why
- link it to the cost of remedy
- keep it reasonable and evidenced
If you paid by credit card (even partly)
UK consumer protections can sometimes help depending on the circumstances and amount. If relevant, keep records and speak to the card provider.
If they’re part of a trade body or scheme
If the contractor claims membership (e.g., FMB or similar), you may be able to use their complaints/dispute channels. Don’t assume membership—verify it.
7) If the snag is urgent (leaks/safety/active damage): mitigate immediately
If there’s:
- active water ingress,
- an electrical hazard,
- a security defect (front door won’t lock),
- anything causing ongoing damage,
you should:
- notify the contractor immediately in writing (“urgent—risk of damage”)
- take reasonable steps to limit further damage (temporary measures)
- if they don’t respond, arrange emergency repairs
Keep all receipts and photos. “Mitigation” is a sensible step and often expected.
8) Consider dispute resolution and legal routes (when it’s serious)
If they still refuse and the costs are material, your options may include:
- mediation / alternative dispute resolution (ADR) if your contract provides it
- a solicitor letter (often prompts engagement)
- court action as a last resort
The right route depends on:
- value of the dispute
- quality of your evidence
- whether defects are clear-cut
- whether you’ve given opportunity to remedy
9) Common contractor pushbacks and how to respond
“That’s not a defect—it’s normal”
Ask them to confirm their position in writing and provide their proposed standard/tolerance. Reply with photos and reference the agreed spec.
“It wasn’t like that when we left”
That’s why dated photos and early reporting matter. Share your evidence and timeline.
“We’re too busy”
Busy doesn’t remove responsibility. Request a schedule and set a deadline to agree dates.
“We’ll come back later”
Confirm a date. If they won’t, treat it as refusal and escalate.
Quick action checklist
- Make sure the “snags” are defects/incomplete works
- Create a numbered snagging list with photos
- Request rectification in writing with a response deadline
- Give a reasonable opportunity to return
- If refused: issue a formal notice to remedy
- Get an independent report + remedial quotes
- Escalate via trade body/ADR/solicitor as appropriate
- Mitigate urgent damage immediately
Want help setting out your snags so the contractor can’t dismiss them?
Email mail@howorth.uk or call 07794 400 212. If you tell us what work was done (extension/refurb/kitchen-bathroom/new build) and the key snag items, we can help you structure a clear snagging list, prioritise high-risk defects, and advise the most effective next steps to get the issues resolved.