Reply in writing and ask the business to confirm, in one message, what they say was done wrong and what fix or refund they will provide. If nothing is done, the usual result is that the company treats the matter as closed and keeps the money while the fault continues. Set a clear deadline for a proper remedy and keep all contact in one thread. If the service is still not put right, move to the company’s formal complaints process and prepare to escalate.
What the problem is
This comes up in the UK when a paid-for service goes wrong and the provider says the customer caused it, used it incorrectly, or failed to follow instructions. It often affects home services (repairs, installations, cleaning, trades), digital services (account set-up, website work, IT support), and subscription services where the provider can point to “user error” as a reason not to fix the issue. The problem usually appears after the first complaint, when the customer has described the fault and asked for it to be corrected, and the business responds with a brief denial rather than a plan.
In many UK cases, the customer has already allowed one revisit or rework, or has provided photos and a timeline, and then receives a message saying the service was delivered correctly. It can also appear after a partial response such as a small goodwill discount, paired with a statement that no further action will be taken. The practical difficulty is that the service is still not working as expected, but the provider is trying to shift responsibility so the customer gives up or pays again.
Why this happens
The most common cause is that the provider has an incentive to avoid the cost of redoing work, sending someone back out, or issuing a refund. Blaming “user error” is a quick way to close a complaint without admitting the service fell short. It is also common where the provider relies on standard scripts, terms, or checklists that are easy to cite but do not match what happened on the day.
Another frequent driver is poor record-keeping: if the business cannot show what was agreed, what was checked, or what was tested, it may default to saying the customer must have used it wrongly. Where subcontractors are involved, the main company may resist taking responsibility and instead repeat whatever the subcontractor says. A typical organisational response pattern is a short denial followed by longer gaps between replies once the customer asks for specifics.
This tends to escalate when the customer is left trying to prove a negative, such as proving they did not misuse something, rather than focusing on whether the service outcome matches what was agreed. The longer it drags on, the easier it is for the business to argue that later problems are unrelated or caused by something else.
Your UK position
In practical UK terms, leverage comes from keeping the complaint focused on the outcome that was paid for, and requiring the business to explain, with evidence, why the service is being treated as complete. The most effective approach is usually to ask for a specific remedy: re-performance (putting it right) within a reasonable time, or a price reduction/refund if that is not done. Businesses are more likely to act when the request is framed as a clear choice with a deadline, rather than an open-ended argument about blame.
It also helps to separate “instructions” from “results”. Even if instructions were given, the question is whether the service was carried out with reasonable care and skill and whether it achieved what was agreed. If the provider claims misuse, asking for the exact step that was supposedly done wrong, and how that step would cause the fault, often exposes vague or generic assertions. Payment method can matter too: where a card payment or finance agreement is involved, the business may become more responsive once it realises the complaint could be taken beyond its own support team.
Official basis in UK
The practical official basis is the Consumer Rights Act 2015, which is the usual route for services supplied to consumers in the UK. In day-to-day disputes, it supports the expectation that a paid service should be carried out with reasonable care and skill, and that the consumer can require the trader to put it right or reduce the price if it is not done properly. This tends to work best when the complaint is written, specific about what was agreed, and clear about the remedy being requested and the deadline for it.
For a plain-English overview that matches how complaints are normally handled, use GOV.UK guidance and mirror the same structure in the message to the business: what was bought, what went wrong, what remedy is being requested, and when a response is needed.
Evidence that matters
Evidence is mainly about showing what was agreed, what happened, and what the current fault looks like. The strongest material is usually created close in time to the service being delivered, before anything is altered. If the provider is blaming “user error”, it helps to show normal use and any steps taken to follow instructions, without turning the dispute into a long technical debate.
Collect communications that show the scope of work, any promises made, and any admissions or changes of story. Photos and short videos can be persuasive if they show the fault clearly and include context (for example, the installed item in place, or the screen showing an error message). If there was a revisit, keep the dates and what was said at the time. If the service relates to safety (gas, electrics, structural work), keep notes of any immediate risk and any advice received, but avoid commissioning unnecessary work that changes the evidence unless safety requires it.
Useful records
A short, organised bundle usually works better than a large dump of screenshots. Keep it simple and labelled so it can be forwarded to a complaints team or used later without rewriting the story.
Quick checklist
- Order/booking confirmation, quote, or statement of work
- Payment proof and the date the service was delivered
- Photos/videos showing the fault and the wider context
- Message thread or emails showing what was reported and the response
Common mistakes
Three mistakes come up repeatedly in UK disputes like this. First, accepting a phone-only explanation and then having nothing in writing to show what was claimed. Second, changing or dismantling the work to “prove” the fault, which gives the provider an easy argument that the customer caused the damage. Third, sending long, emotional messages that bury the key request and make it easier for the business to reply with a generic refusal.
One thing not to do yet is to post accusations on public reviews or social media before the formal complaint is submitted, because it can harden the business’s stance and distract from getting a remedy.
Steps to take next
Send one summary
Send a single written summary to the provider (email or the company’s messaging system) that sets out: what was agreed, what went wrong, what the provider is blaming on the user, and what remedy is being requested. Ask for a written explanation of the alleged “user error” with the specific action they say caused the fault, and what evidence they rely on. Give a reasonable deadline for a response and for the fix to be completed.
Use complaints route
If the first-line team repeats the same refusal, move to the business’s official complaints process rather than continuing the back-and-forth. Use the official form or complaints channel shown on the company website or in the booking confirmation, and prepare the information it normally asks for (dates, reference numbers, what remedy is requested, and attachments). Do not recreate the form or paste personal documents into unsecured chat; attach only what is needed and keep originals.
Prepare escalation
If the service was paid by card, consider whether a card dispute route may be appropriate after the complaint deadline passes, but keep the main complaint running so the timeline is clear. If the issue is that the service outcome was not delivered at all or was materially incomplete, the decision point is whether to treat it as a non-delivery style dispute; the practical steps are set out in Service not delivered — legal options and can be used when the provider is trying to reframe the problem as “user error” to avoid redoing the work.
Know timeframes
For many UK businesses, a normal complaints response timeframe is within 14 days, with a fuller answer often taking up to 28 days if they say they are investigating. If there is no response by the deadline given, escalate in writing to a manager or the formal complaints address and state that the matter will be taken further if a remedy is not agreed within a short additional period. Keep the escalation factual and attach the same evidence bundle rather than adding new arguments.
Change approach
If the provider’s position is that the customer caused the fault, and it is not shifting, the strategy usually changes from persuading the first-line team to building a clean record for the next stage. That means: a clear timeline, a clear remedy request, and a clear note of non-response or refusal. A typical real UK outcome is that the business offers a partial refund or a re-visit once it sees the complaint is structured and time-limited.
Next-step checklist
- Complaint reference number and service date
- One-paragraph summary of the fault and remedy requested
- Evidence bundle (photos/videos and key messages)
- Deadline for response and for the fix/refund
Related issues nearby
If the dispute shifts from the quality of the service to an argument about returning something supplied as part of the job, the pattern can match a refusal to accept a return or replacement, and the steps may be closer to Faulty product return refused. If the company suggests mediation and then stops engaging, that can change how to record deadlines and escalation points, and Company requests mediation then withdraws fits that moment. These become relevant when the provider stops talking about fixing the service and starts managing the process to delay or close the complaint.
FAQ and quick checks
User error claim
A user error claim after a faulty service is usually handled by asking for the exact action they say caused the fault and their evidence for it. If they cannot specify it, keep the request focused on putting the service right.
Partial refund offer
A partial refund offer for a service blamed on the customer should be accepted only if it matches the cost and disruption of the unresolved fault. If accepting, confirm in writing whether it is full and final settlement.
Second visit charge
A second visit charge where the trader says misuse caused the issue should be challenged unless they can show the service was completed properly the first time. Ask for their written basis and what checks were done before they left.
Stop using service
Stop using the service when the fault could worsen damage or safety risk, and record what was stopped and when. If it is safe, avoid changes that could be framed as interference.
Before you move on
Send the written summary with a deadline, then use the official complaints route if the response stays vague or delayed, keeping the evidence bundle tight and consistent. Time pressure can show up as being pushed to accept a quick discount or pay for a revisit before the complaint is properly answered.
Get help with the next step
Contact UKFixGuide — Share the service type, the trader’s “user error” wording, and the remedy being sought so the next message can be tightened and time-limited.
